xkayla_herex
Xamyx
Hi
A week ago a client emailed to ask if we do acrylic removal and then she wanted shellac on top.
I said this is not usually a service we provide but will be happy to do it as a one of.
I booked her in with the other therapist (as i couldn't put her in with me on a day/time she wanted) and then a day later she emailed complaining saying that the other therapist didn't really know what she was doing and she had to tell them how they do it in other salons, she said she left dried acrylic on her hands and she had to buy acetone to remove this, that she didn't completley remove all the acrylic and just painted over with the shellac, and the shellac was patchy and bubbly.
I politely emailed back apologising and explaining that the other therapist has done acrylic removal before but we don't do them often and all salons do it differently (she filed on top then soaked in acetone, them used cuticle knife to remove residue then filed and repeated untill all gone) I apologised again and said I would re do them for her for free.
She then emailed back today ( 5 days later) saying that she has had them re done at another salon and if she could get a refund for the shellac. She as the therapist got most the acrylic of she doesn't expect refund for removal just the shellac.
What do you think I should do? I think as it took our time and product she should not get a refund but I would be happy to give her a free treatment next time(to show her we are actually good at this treatment this is our first complaint)
I have attached photo she sent in her email would appriciate any help and advice.
A week ago a client emailed to ask if we do acrylic removal and then she wanted shellac on top.
I said this is not usually a service we provide but will be happy to do it as a one of.
I booked her in with the other therapist (as i couldn't put her in with me on a day/time she wanted) and then a day later she emailed complaining saying that the other therapist didn't really know what she was doing and she had to tell them how they do it in other salons, she said she left dried acrylic on her hands and she had to buy acetone to remove this, that she didn't completley remove all the acrylic and just painted over with the shellac, and the shellac was patchy and bubbly.
I politely emailed back apologising and explaining that the other therapist has done acrylic removal before but we don't do them often and all salons do it differently (she filed on top then soaked in acetone, them used cuticle knife to remove residue then filed and repeated untill all gone) I apologised again and said I would re do them for her for free.
She then emailed back today ( 5 days later) saying that she has had them re done at another salon and if she could get a refund for the shellac. She as the therapist got most the acrylic of she doesn't expect refund for removal just the shellac.
What do you think I should do? I think as it took our time and product she should not get a refund but I would be happy to give her a free treatment next time(to show her we are actually good at this treatment this is our first complaint)
I have attached photo she sent in her email would appriciate any help and advice.