Client wanting a refund?

[AmberStevens1]

I have done nails for 4 years and my clients never seem to have any problems with their nails.
I did a ladies nails last Weds. One fell off and I went round to her house and fixed it and now she is saying more have some off and she wants a refund.
Could anybody give me some advice on what to reply?
I did the nails the way I always do them and nobody else has any problems with the service I provide.
I don't want her to give me a bad name but I don't want to give a full refund either. What do I reply?!?!

 

[pure]

Don't agree to any refund until you see her and can check her nails for signs of them being removed by force. You need to speak to her and find out exactly what her aftercare has been since you applied the nails, what she was doing when the nails come off, and as I said check for damage. If there are signs of damage to the nail plate then she has knocked, caught or pulled them, none of which you would be responsible for so would not warrant a refund.

 

[AmberStevens1]

Don't agree to any refund until you see her and can check her nails for signs of them being removed by force. You need to speak to her and find out exactly what her aftercare has been since you applied the nails, what she was doing when the nails come off, and as I said check for damage. If there are signs of damage to the nail plate then she has knocked, caught or pulled them, none of which you would be responsible for so would not warrant a refund.

Thanks for the reply. I was thinking of just saying that I would do her another set for half price ?? Is that reasonable enough?

 

[Kiki-uk]

I would check her aftercare firstly (although she's likely to lie)
When you say last Wednesday do you mean a week and a half ago? I know nails should potentially last longer than a week and a half but I don't think a full refund would be due now!

 

[pure]

Thanks for the reply. I was thinking of just saying that I would do her another set for half price ?? Is that reasonable enough?

I wouldn't agree to anything without first checking the nails for signs of damage. Why should you pay if she hasn't looked after them?

 

[AmberStevens1]

I would check her aftercare firstly (although she's likely to lie)
When you say last Wednesday do you mean a week and a half ago? I know nails should potentially last longer than a week and a half but I don't think a full refund would be due now!

well a week and ap

I wouldn't agree to anything without first checking the nails for signs of damage. Why should you pay if she hasn't looked after them?

i don't know how to word it about needing to see her nails. I dont want to come across as rude

 

[Emily2]

[QUOTE="

i don't know how to word it about needing to see her nails. I dont want to come across as rude[/QUOTE]

I'd go with something along the lines of

"I'm very sorry you are disappointed with your nails. In order to try to get to the cause of the problem I really need to see your nails. Once I have assessed them to ascertain a possible cause, I will be happy to discuss a way forward with you."

That way you are not committing yourself to anything before you have seen the nails and can decide how proceed from there.

I also have it written in to my policies that I never give refunds as time has been given and products have already been used and that all repairs are chargeable. I will sometimes offer a free repair for the odd nail as a goodwill gesture but it's so rare that it's not a problem.