nail buff
Active Member
Dear all hope someone can help with my problem.
I have a client who asked for a full set of acrylic overlays. I am mobile but also have a permanet nail station in a salon. I went to her house to do them, when I was going through the consultation with her she mentioned she was a hairdresser and I asked her if she had had any problems in the past. She replied that in the past she thought she was allergic to primer and because of this I told her I would leave the primer off, when having a previous treatment at a nail bar they had also left it off she informed me. I told her that this may cause some lifting without the primer ( I did not really want to do the set but she had a christening in a couple of weeks and wanted nail art then also). I completed the treatment and she was happy with the results and paid me, she then booked an infill for 2 weeks time. 10 days after the treatment she called me to tell me she had 2 -3 broken nails and 2 that looked a bit suspect, she asked if she could have them all replaced. She soaked off the suspect nails prior to me arriving, I then went round to complete the infill and replaced all nails that were off, at this point she had no complaints about my treatment and I charged her the standard infill rate but did not charge for replacing the broken nails. 2 days after the infill she phoned to say that one of the nails that I had replaced had come off, she asked me to go over to replace the nail for nothing and she asked for nail art at the same time, I advise her the pricing and booked her in. She then contacted me and stated my pricing for nail art was too much but that she would happily pay £1.50 for the replacement nail. I stated that for £1.50 it was not feasible for me to travel to her and replace the nail and that she could come to my nail bar in a salon and have it replaced for free. She said this was not possible as she was too busy. She has now stated that because I did not replace the nail she wants a full refund for the service she received and reimbursement for having the set fully replaced by someone else (although there was only a problem with one nail). I have refunded her £6.50 so far for the cost of the broken nail and and an inconvenience fee as well as slight charging error on my part. I did not charge initially for the replacement nails but she is still not happy with this. Sorry for the long post but my question is have I done everything I need to to cover myself in terms of my obligation to her as she is still demanding a full refund and wanting (in her words " to take it further "). Any advice would be warmly welcome'd.
I have a client who asked for a full set of acrylic overlays. I am mobile but also have a permanet nail station in a salon. I went to her house to do them, when I was going through the consultation with her she mentioned she was a hairdresser and I asked her if she had had any problems in the past. She replied that in the past she thought she was allergic to primer and because of this I told her I would leave the primer off, when having a previous treatment at a nail bar they had also left it off she informed me. I told her that this may cause some lifting without the primer ( I did not really want to do the set but she had a christening in a couple of weeks and wanted nail art then also). I completed the treatment and she was happy with the results and paid me, she then booked an infill for 2 weeks time. 10 days after the treatment she called me to tell me she had 2 -3 broken nails and 2 that looked a bit suspect, she asked if she could have them all replaced. She soaked off the suspect nails prior to me arriving, I then went round to complete the infill and replaced all nails that were off, at this point she had no complaints about my treatment and I charged her the standard infill rate but did not charge for replacing the broken nails. 2 days after the infill she phoned to say that one of the nails that I had replaced had come off, she asked me to go over to replace the nail for nothing and she asked for nail art at the same time, I advise her the pricing and booked her in. She then contacted me and stated my pricing for nail art was too much but that she would happily pay £1.50 for the replacement nail. I stated that for £1.50 it was not feasible for me to travel to her and replace the nail and that she could come to my nail bar in a salon and have it replaced for free. She said this was not possible as she was too busy. She has now stated that because I did not replace the nail she wants a full refund for the service she received and reimbursement for having the set fully replaced by someone else (although there was only a problem with one nail). I have refunded her £6.50 so far for the cost of the broken nail and and an inconvenience fee as well as slight charging error on my part. I did not charge initially for the replacement nails but she is still not happy with this. Sorry for the long post but my question is have I done everything I need to to cover myself in terms of my obligation to her as she is still demanding a full refund and wanting (in her words " to take it further "). Any advice would be warmly welcome'd.
). Other than that, I stick to my guns. I know what I've done, I keep records & the odd complaint, usually the old 'it just fell off, can you stick it back on for free', is easy enough to deal with. I do NO freebies. I found when I did the odd freebie when I first started, clients weren't taking enough care of their nails & expected me to fix them for nothing all the time. 
