HELP!! Please. My client of a few months who I had issues with before for being aggressive over a mix up about appointments which was her fault. Sent me this picture and said I’ll have to fix them for her now she had attitude imediately.
I replied calmly offering her to come to me the same day at 6p.m when I finish work to fix the 3 chipped nails, she said she can’t make that and said she’ll come Monday.
I replied saying I’m sorry but I’m away for the weekend( I work Monday-Thursday) and Monday Tuesday I’m completely full as on Tuesday I’m flying immediately after work for a holiday, but if I get any cancelations i will let her know.
She sent me a voice message saying what the hell why would you say you won’t fix them are you joking.
I replied with this: we are not friends, so you cannot speak to me like this. I offered to fix them yesterday immediately after you messaged me. I don’t normally have these kinds of problems with clients and I don’t know what happened with the nails, especially because a sharp square shape is easier to damage. Since this happened after two days, it is unusual, and I would have fixed them for free. But the fact that the time offered after my 10-hour workday didn’t work for you is unfortunate. I never said I wouldn’t fix them — I’m just going on holiday and my schedule is very full right now, so I can’t offer another time at the moment.
This weekend I won’t even be in Tipperary. As I said before, if someone cancels and a space becomes available, I will message you, but right now I cannot offer anything else.
She replied with:
I’m not calling you my friend, what does that have to do with anything? When did I insult you? I booked an appointment with you to get my nails done, so why weren’t they done properly so that they would last as they should? Why did the nails come off after two days?
So what, am I supposed to leave work and run to you because you didn’t complete your job properly during the appointment? Am I the one at fault because the technician did a bad job? 🤔🤔
I just see that we won’t come to an agreement, so refund me the money and that’s it. I work — I don’t tell my employer “wait, I did something wrong today, I’ll fix it next week or after my holiday.”
I already told you, before this I didn’t say anything because the sides came off after a week. But for them to come off after two days… I’ve had my nails done many times and this has never happened before. Maybe I’m stupid and don’t understand these new things, sorry 🙄
We could have solved this nicely without arguments. I thought we would have a long-term relationship (I mean regarding nails). When you go for a procedure and pay money, you expect it to be done properly. €50 is not €20.
If I offended you somewhere, I apologise. I work Monday and Tuesday and can only do evenings. If you can’t do that, then refund my deposit of €20 and another €25 from the €50 so it’s not like the nails were done for free. I didn’t think it would turn out like this, I really didn’t mean anything bad.
I replied:
I understand that you are disappointed, and I’m truly sorry that it turned out this way. I really didn’t want you to leave the appointment feeling this way.
When you messaged me about the problem, I immediately offered to fix it for free, because after two days this is not a situation I would ignore. Unfortunately, the time I offered did not work for you, and at the moment I no longer have any availability before my holiday.
My approach to my work is to first give the opportunity to correct the problem rather than immediately refunding money, because I have not been able to assess the nails and carry out the correction.
I wish you find a technician you feel comfortable with. I’m sorry that this time we weren’t able to resolve it nicely.
She replied:
I understand everything. But at that time I was working, I couldn’t leave work and run to get my nails fixed. I wanted quality during the appointment — that’s why we book appointments and message in advance. I didn’t expect this to happen.
I replied:
Egle, I understand what you’re saying. I also expected everything to hold well, so it was unpleasant for me to hear that this happened after two days. I really didn’t mean to say that you had to leave work or rush somewhere — I simply offered the earliest time I could because I wanted to resolve the situation as quickly as possible.
It’s a shame that our availability didn’t match this time. I wish you all the best and I hope you find a technician you will be happy with.
As I already said, if a free appointment had become available on Monday, I would have taken you and fixed the nails for free. Since at the moment I don’t have the possibility to offer another time before my holiday, I cannot offer any other solution from my side. I understand that you have decided not to come back to me, but that does not mean that a refund is automatically given, because I offered the opportunity to correct the situation.
She replied:
So basically you’re saying you won’t refund me the money. I understand everything, but I do my work properly until the end. So you expect me to leave work and come to you because you only had one available time. Okay, don’t refund me, I won’t go broke. Please return my deposit, but I won’t leave it like this. Keep the €50 for two days of nail wear.
On Monday morning, when I’m working, I personally offered you my time and to sacrifice my own schedule because of the mistakes you made — to fix the nails and so that the client comes back. But no, you offered one time and you’re trying to justify yourself as if everything is fine.
Please refund me all the money, thank you. I’ll wait to hear from you by Monday. If you can’t fix my nails Monday evening, then please refund the money.
Also, I didn’t ask you to redo all the nails. I asked you to fix only 5 nails where the corners came off, that’s all.
Also she had only broken one nail the last time she came back which had clear aggressive damage on it. Also she’s only free in the evenings and I have space at 8 a.m both Monday and Tuesday which I haven’t offered cause it won’t suit her. What do I do?
Location: Ireland