Feeling a bit down

[Nailosophy London]

Hi everyone I want your advice on if I have dealt with this situation correctly I recently did a set of gel nails on this customer a week ago however I take a 50% booking fee by PayPal to book the appointment as a mobile and the lady told me she doesn't have PayPal and she will pay me cash on the day and she wanted an appointment like in a hurry anyway.
I went down I saw her nails. she didn't tell me that she had gel polish on and when I went you could tell that she had actually picked the polish off. So just to be nice i removed the remaining left on her nail platesand proceeded with the gel Polish application and yesterday she message me telling me that one of her nail has popped off.

Before I left I explained to her the aftercare. Then she messages me back saying that I didn't explain the after care plus she already needs an infill. I offered to repair her nail which she's turning down and she's asking for a full refund.

Moving on i explain the situation that she is complaining about her infill which is down to her nail growth. I've offered to come and repair it for her and she's turning it down so the only thing I could do was to offer her a refund for the nail that has come off. She sent me her bank details and I refunded her for that one nail.

Then in the eveing i told my sister in law that she will call me again tomorrow and tell me that another has come off so on and so on and as predicted that's exactly what has happened. she's message me today telling me another one has come and how she's not happy. now I don't know how to deal with the situation.

 

[Trinity]

I'm confused, have you done Gel extensions or Gel Polish or both?

Gel Polish isn't infilled, and unlikely to 'pop off' but can peel off. Gel Extensions may pop off if the natural nail was damaged from the picking.

I'd be refusing to refund anymore, I wouldn't have refunded any in the first place. If she won't allow you to ***** and/repair there isn't much more you can do.

It depends if you want to keep her as a client, personally I think she's a chancer and I'd be well rid.

 

[Nailosophy London]

I'm confused, have you done Gel extensions or Gel Polish or both?

Gel Polish isn't infilled, and unlikely to 'pop off' but can peel off. Gel Extensions may pop off if the natural nail was damaged from the picking.

I'd be refusing to refund anymore, I wouldn't have refunded any in the first place. If she won't allow you to ***** and/repair there isn't much more you can do.

It depends if you want to keep her as a client, personally I think she's a chancer and I'd be well rid.

Thank you for your advice.

They were gel extensions... i offered but she was making it out that she doesnt have time and she is busy until after christmas..

And i told her that she was being cheeky. I knew she was going to message me today and tell me that another has come off which eventually she did.

I feel i should text her and say why am i not surprised. But i dont want to sound rude.

 

[Trinity]

Nothing you say will make any difference to her, I suspect all she wants is to con the money back out of you, so I wouldn't waste your breath. I'd text back offering her one or two other spots (only those convenient to you) and say other than fixing them there is nothing more you can do to assist. I suspect she'll threaten Trading Standards or to bad mouth you on FB or whatever but Trading Standards wouldn't be interested if you've offered to review/repair and you can't stop anyone putting anything on FB and realistically who's going to believe her????

 

[Beauty belle19]

Have you seen pictures of her nails and proof that what she's saying is actually true? Just seems a bit strange that someone would take the time to complain when they haven't got time to have one nail repaired? I personally wouldn't give a refund for anything unless I could see the nails and conclude why this has happened and reach a solution. If she won't let you repair, ask for pictures of all ten nails close enough so you can see if she has picked them....I had a client complain once and when I said 'I'm so sorry but these nails don't just fall off and the damage on your nails indicates they have been picked' I turned it around by asking her to reply honestly as I've had no other problems and would need to investigate further with the supplier (knowing full well she had) and low and behold she admitted she 'might' have picked a little!!!!

The fact she had them done elsewhere and then with you plus had picked them could imply that she makes a bit of a habit of it

 

[Nailosophy London]

Have you seen pictures of her nails and proof that what she's saying is actually true? Just seems a bit strange that someone would take the time to complain when they haven't got time to have one nail repaired? I personally wouldn't give a refund for anything unless I could see the nails and conclude why this has happened and reach a solution. If she won't let you repair, ask for pictures of all ten nails close enough so you can see if she has picked them....I had a client complain once and when I said 'I'm so sorry but these nails don't just fall off and the damage on your nails indicates they have been picked' I turned it around by asking her to reply honestly as I've had no other problems and would need to investigate further with the supplier (knowing full well she had) and low and behold she admitted she 'might' have picked a little!!!!

The fact she had them done elsewhere and then with you plus had picked them could imply that she makes a bit of a habit of it

Thank you... yes she told me that she picked it off.. and i told her dont as that will cause damage to the nail plate

She didnt send me a picture of her broken nail yesterday.. but showed me the infills instead..

And today she said another one came off and sent me a picture on that.

Ill attach the photo on tomorrow as its my work phone..

 

[nailedit00]

Really sounds like a client you don't want, if she has had them on long enough for them to grow out and then lost one nail a full refund is really taking the p in my opinion, you can't take any responsibility for them needing a fill you can't do anything regarding nail growth so I think her mentioning that is very cheeky. You wouldn't ask for a full refund from a hairdresser because your roots started showing sooner than you'd like why are we any different In my opinion refunds are for complete disasters only, I recently had a waitress ask for a refund as she apparently snapped her nail at work and nearly lost her job because it ended up in someone's cutlery. I suggested enhancements maybe aren't suitable for catering and I will take no responsibility for health and safety in her workplace and it is unreasonable to expect me to and if that's the case I am not happy to do her nails again and she soon stopped complaining. have you got t&cs regarding repairs for example within 3 days? If not I would start x

 

[beauty bits]

I have never given a refund but I feel for you. Last week I had one of the worst clients that I've ever had, she was everything that you read about on here and dread. Well I've finally had my horrid one. I actually felt ill. Similar situation to yourself, one nail fell off I fixed it and checked all of the others that was fine. But I know she will be back with more off. I now have the money in my draw ready to refund her even tho she hasn't asked. I don't want her as a client but when I see her next as I know I will I will give her her money back, smile and tell her that my products are not suited to her and then she can go back to nss salons. I've thought and worried long and hard about it for to long but feel a weight has lifted now that I've decided what to do and to be sure it's dealt with x

 

[ZHNails]

I only guarantee for 3 days then after that repairs are chargeable.
I like the above idea too though. Cut your losses refund and say not suited and don't have her as a client. X

 

[Cirrus666]

I have never given a refund but I feel for you. Last week I had one of the worst clients that I've ever had, she was everything that you read about on here and dread. Well I've finally had my horrid one. I actually felt ill. Similar situation to yourself, one nail fell off I fixed it and checked all of the others that was fine. But I know she will be back with more off. I now have the money in my draw ready to refund her even tho she hasn't asked. I don't want her as a client but when I see her next as I know I will I will give her her money back, smile and tell her that my products are not suited to her and then she can go back to nss salons. I've thought and worried long and hard about it for to long but feel a weight has lifted now that I've decided what to do and to be sure it's dealt with x

My goodness, she sounds like a real horror! Well done you've made the right decision I'm sure, we don't need people like that in our lives! xx

 

[Nailosophy London]

this is what she sent the following day..

 

[Cirrus666]

View attachment 202714

this is what she sent the following day..

Hope your feeling better now. I had a nail disaster last week and I felt just like you. Picking back up though xxxx

 

[Nailosophy London]

she messaged again in the evening asking for a full refund. or else she'll share my page and bad mouth me on fb...

I'm going to text her again explaining the whole situation and how she is being unreasonable.. she's more than happy to leave her review as she pleases on Facebook and then I'll leave mine for her.

 

[Trinity]

she messaged again in the evening asking for a full refund. or else she'll share my page and bad mouth me on fb...

I'm going to text her again explaining the whole situation and how she is being unreasonable.. she's more than happy to leave her review as she pleases on Facebook and then I'll leave mine for her.

Good move, do not be bullied or intimidated

 

[Nailosophy London]

she sends me this now...

i was running late and got to hers just after 2pm but didnt start until 3pm because she was seeing what i had in my bag to offer.. i left at 6pm and because i didnt have any appointments after her i took my time.. and she was happy to have a chat too..

i cant believe this is happening..

 

[Sez39]

She's sounds a nightmare - I'd wish her well in the future & tell her I hope she has better success with her new nail tech [emoji12]

 

[Nailosophy London]

she is a nss customer... ill tell her that shes more thsn happy to go back there and get cement done on her nails. i know this will happen in this trade.. but coming to it after 2 years and getting this is just upsetting.. i tried to help her but its really got me down.

im working hard on building a clientele and this happens..

 

[Faithy]

she is a nss customer... ill tell her that shes more thsn happy to go back there and get cement done on her nails. i know this will happen in this trade.. but coming to it after 2 years and getting this is just upsetting.. i tried to help her but its really got me down.

im working hard on building a clientele and this happens..

Hunny it happens to us all, we all have those awful clients, in this trade you need to grow a thick skin it's sad but true wait until the other bitchy nail techs start then it's a right picnic in the park (Hopefully you won't experience that) I had the pleasure of all that as I was part of a very bitchy salon. The way you are handling her is great, unfortunately I'm not as pleasant and I can get myself in some situations but I refuse to be bullied or played! It's knocked your confidence but you need to dust yourself down and pick yourself up again as tomorrow is another day and she is not worth dwelling upon, I've seen your nails in the CJP group and you are doing bloody amazing keep at it. As the saying goes "Don't let anyone dull your sparkle"

 

[nailedit00]

Seeing as her old techs work was always so great I'm surprised she chose to look elsewhere in the first place.. You can block people from your Fb page I'm pretty sure maybe block her before she puts the bad review?

 

[perfect10kb]

Ok here is my 10 cents worth .

No matter what type of nightmare a client is you need to remain professional at ALL times . Sending a text telling her 'she is being cheeky' and then in another 'why am I not surprised ' and then wanting to send one saying 'you are more than happy to go back and have cement put on your nail is just NOT professional no matter how she has behaved

I am not trying to be harsh as she sounds a complete nightmare but the way you handle it now if done wrongly will come back at some point and bite you on the backside ;-) Never enter into a slanging match with people . It just does not work and as I said is not professional

Bottom line is you have been reasonable in your course of action and she has not . Having said that you need to take the higher ground here

I would send something back like

I am sorry you are unhappy with my service but I have done everything possible to rectify your problem without even seeing the said nails . Nothing I have offered to do including redoing your nails was acceptable to you .

I therefore thank you for your custom and wish you all the best with another salon . Kind Regards blah blah blah

Then after that text DO NOT ENTER INTO ANY FURTHER DISCUSSION WITH HER . NOTHING , NADA , ZILCH

The more you keep conversing with her the worse it will get . Ban her from your facebook page and then put it out of your mind . You are NEVER going to keep her happy .

On another side note those nails are far too long for her nail bed . They are out of balance which may account for her losses. Also with any new client don't just tell them what the aftercare is . Give them a printed Aftercare sheet to take away and go through the main points with them

Would like to reiterate I am trying to be helpful here , not make you feel bad