Hi, this is my first post - hi everyone!
I've searched the forum and although this question has been answered before, I just need to get someones perspective on it.
I own a salon doing hair, nails, makeup, tanning & have a sunbed. All of our customers always leave extremely happy. We have full qualified and experienced staff handling each aspect of the business.
On Saturday we had a customer come in rushing around to find acrylics for a 'Blind Date' and we had space to take her. She left really happy after getting a full set and left loving her nails. Fast forward to today, (Wednesday) she came in unhappy and said all her nails. fell off on Sunday. When we had a look at her nails this afternoon there was a couple of nails which looked slightly damaged where we think she was trying to pull them off herself.
When she was in the salon today we were extremely busy and had customers waiting everywhere and we just gave her a refund in the end. Now I've been thinking twice about giving a refund and maybe challenging some of the points of her story after reading a few posts on here.
We use the tip & dip system and had many happy customers with it (although the traditional monomer & polymer is available if clients wish to use it). The most nails that have come off have maybe been one or two after about a week or so (and giving that we do repairs free of charge if nails were done by us this hasn't been an issue and this is only a small percentage of our clients).
What do you guys think to it? Was it right/wrong of me to give a refund?
I've searched the forum and although this question has been answered before, I just need to get someones perspective on it.
I own a salon doing hair, nails, makeup, tanning & have a sunbed. All of our customers always leave extremely happy. We have full qualified and experienced staff handling each aspect of the business.
On Saturday we had a customer come in rushing around to find acrylics for a 'Blind Date' and we had space to take her. She left really happy after getting a full set and left loving her nails. Fast forward to today, (Wednesday) she came in unhappy and said all her nails. fell off on Sunday. When we had a look at her nails this afternoon there was a couple of nails which looked slightly damaged where we think she was trying to pull them off herself.
When she was in the salon today we were extremely busy and had customers waiting everywhere and we just gave her a refund in the end. Now I've been thinking twice about giving a refund and maybe challenging some of the points of her story after reading a few posts on here.
We use the tip & dip system and had many happy customers with it (although the traditional monomer & polymer is available if clients wish to use it). The most nails that have come off have maybe been one or two after about a week or so (and giving that we do repairs free of charge if nails were done by us this hasn't been an issue and this is only a small percentage of our clients).
What do you guys think to it? Was it right/wrong of me to give a refund?
