"Thanks for your email and the efforts of trying to reach Joanne over the past few days to notify her about it. I has checked with Joanne and confirmed your session which was done on 4 Jan’08. Noted the picture is taken on 14 Jan- about 10-11 days from the session and the first toe to chip is on 9 Jan’08 – 5-6days from the session.
.
Referring to the several possibilities stated in the below email:
- The selected OPI color is of inferior quality (unlikely since it's from authorized supplier) – The chance is v v low that the product is inferior quality as we gotten it from authorized supplier. But still we will reflect this matter to them cos it will cause us to lose our reputation despite using the real product.
.
- The manicurist is not properly trained (in view of this young person working on part-time basis) – The manicurist is young and indeed on part-time but she was trained for 2-3mths and she has actual working experience of a manicurist for 9 -10mths (excluding the training course she went to). She’s a long-term part-time staff and work at least 3-4 days of a week and she also has her own fair bit of regular customer who only request the service to be done by her. And there’s never any complain of her services or skills till today. Therefore we are pretty surprised that you find her not proper trained but we will monitor her and shd there be any 1 more complain of similar feedback, we will consider terminating her service. Lastly to highlight, most of our staff are trained in beauty / nail school with cert and with at least few months actual working experience before joining us.
.
- The pedicure service is not done properly & in a rush (I mentioned recalling that I did not receive a top coat after my nail color. Only the cuticle oil after the drying) - We have checked with her. She is very sure the top coat is definitely applied even though that day is a rush. Cos the staff all practice top coat immediately after color. Unless there’s any damage to the color on 1-2 toes in the process of drying up which need touch up, then they will re-apply col n let it dry again then put top coat. But in your case, she remembered there’s no damages in the process of drying up therefore she is very sure the top-coat is applied immediately after all toes been colored.
.
We are not trying to find excuses and push the faults to others. But will need to share with you that there’s a lots of possible factors that will contributed to the fact whether the nail polish will last or not. In actual facts, a lot of other factors will also affect the nail polish to last or not beside product used and skills. Some factors / examples to share from our past experiences that causes nail polish to chip or peel –
.
Some of us will have nail plate that tend to be more dry or oily which also cause nail polish to chip fast than others.
Environment – ex. some will also involved doing housework etc which most of the time in touch with cleaning chemical or even some most time in very cold working offices will also causes the skin and nail to be very dry etc
Living habits – there’s some living habits for example – wearing sock to bed OR accidentally knocking into things OR the type of shoes cos some shoes might be open but for example – Birkenstock style or other alike design of sandals – the design is to let the whole legs rest within in therefore the front part of if is high up which will hit the toes as we walked.
.
All above are just some examples and experiences we had and also it may not be applicable for your case.
.
In general, toes’ colors do last longer than hands’ color due to our hands is always in the action. However due to the actual facts of possible chipping and peeling of nail polish is rather wide, therefore most nail salon like ourselves are most willing to do free touch-up of the color within 2-3 days cos most of time it likely due to color not entirely dry when they left the shop or they accidentally hit into something which is very common.
.
But I believe there’s none of nail salon operator in current market dare to guarantee that color will last for how long and the exact period of it will be lasted as everyone is different physically, staying / working in different environment and having different living habits. As all the factors will always changes with time, therefore the period nail polish lasted will also vary sometime.
.
Lastly we also do not deny that the possibilities might be on the product or the skill of the manicurist. Therefore we will reflect the matters to the authorized supplier and monitor and gather feedbacks of other customers. And for the staff should there be any more complain of customers finding her not proper trained or etc, we will consider terminating her service with Nailz Story otherwise might cause other customers to lose confident in us and lose another good customer like yourself.
.
We would like to extend most sincere apologizes for your disappointment and appreciated your feedback. Hope you can come back and let us do a free revanish of all the toes’ colors at your convenient time. Please do not hesitate to contact Far East Plaza’s staff for your appointment. I would be notifying all the staff on this and they would be standing by for your call and appointment.
.
Regards
Vincent Lim
- The selected OPI color is of inferior quality (unlikely since it's from authorized supplier) – The chance is v v low that the product is inferior quality as we gotten it from authorized supplier. But still we will reflect this matter to them cos it will cause us to lose our reputation despite using the real product.
.
- The manicurist is not properly trained (in view of this young person working on part-time basis) – The manicurist is young and indeed on part-time but she was trained for 2-3mths and she has actual working experience of a manicurist for 9 -10mths (excluding the training course she went to). She’s a long-term part-time staff and work at least 3-4 days of a week and she also has her own fair bit of regular customer who only request the service to be done by her. And there’s never any complain of her services or skills till today. Therefore we are pretty surprised that you find her not proper trained but we will monitor her and shd there be any 1 more complain of similar feedback, we will consider terminating her service. Lastly to highlight, most of our staff are trained in beauty / nail school with cert and with at least few months actual working experience before joining us.
.
- The pedicure service is not done properly & in a rush (I mentioned recalling that I did not receive a top coat after my nail color. Only the cuticle oil after the drying) - We have checked with her. She is very sure the top coat is definitely applied even though that day is a rush. Cos the staff all practice top coat immediately after color. Unless there’s any damage to the color on 1-2 toes in the process of drying up which need touch up, then they will re-apply col n let it dry again then put top coat. But in your case, she remembered there’s no damages in the process of drying up therefore she is very sure the top-coat is applied immediately after all toes been colored.
.
We are not trying to find excuses and push the faults to others. But will need to share with you that there’s a lots of possible factors that will contributed to the fact whether the nail polish will last or not. In actual facts, a lot of other factors will also affect the nail polish to last or not beside product used and skills. Some factors / examples to share from our past experiences that causes nail polish to chip or peel –
.
Some of us will have nail plate that tend to be more dry or oily which also cause nail polish to chip fast than others.
Environment – ex. some will also involved doing housework etc which most of the time in touch with cleaning chemical or even some most time in very cold working offices will also causes the skin and nail to be very dry etc
Living habits – there’s some living habits for example – wearing sock to bed OR accidentally knocking into things OR the type of shoes cos some shoes might be open but for example – Birkenstock style or other alike design of sandals – the design is to let the whole legs rest within in therefore the front part of if is high up which will hit the toes as we walked.
.
All above are just some examples and experiences we had and also it may not be applicable for your case.
.
In general, toes’ colors do last longer than hands’ color due to our hands is always in the action. However due to the actual facts of possible chipping and peeling of nail polish is rather wide, therefore most nail salon like ourselves are most willing to do free touch-up of the color within 2-3 days cos most of time it likely due to color not entirely dry when they left the shop or they accidentally hit into something which is very common.
.
But I believe there’s none of nail salon operator in current market dare to guarantee that color will last for how long and the exact period of it will be lasted as everyone is different physically, staying / working in different environment and having different living habits. As all the factors will always changes with time, therefore the period nail polish lasted will also vary sometime.
.
Lastly we also do not deny that the possibilities might be on the product or the skill of the manicurist. Therefore we will reflect the matters to the authorized supplier and monitor and gather feedbacks of other customers. And for the staff should there be any more complain of customers finding her not proper trained or etc, we will consider terminating her service with Nailz Story otherwise might cause other customers to lose confident in us and lose another good customer like yourself.
.
We would like to extend most sincere apologizes for your disappointment and appreciated your feedback. Hope you can come back and let us do a free revanish of all the toes’ colors at your convenient time. Please do not hesitate to contact Far East Plaza’s staff for your appointment. I would be notifying all the staff on this and they would be standing by for your call and appointment.
.
Regards
Vincent Lim
"
2 comments:
Very long winded reply and if I were you, I would not patronise the shop again. Vincent could have just apologised and invite you to come back for a free session. That's it. No need to say so much. I find him 越瞄越黑.
well...at the end of the day, boycott that shop! they dun seem to me trying to do service recovery, but shifting the responsibility away.
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