Sofia's Fashion Nails — Local services in New York

Update: The $20 was from the loyalty card after completing about 10 appointments - it wasn’t a discount provided by the spa manager for this incident as she claimed below.

Lost me at overcharging for certain nail colors and we were not talking about chrome or flashy colors, we are talking about regular colors. Apparently they made a “chart” of $5 more for their nail colors on the wall but it didn’t specify which sections were $5 more - it just looked like everything on that wall was $5. Regardless, I’ve been choosing colors off that wall for eons since I’ve been frequenting monthly and there wasn’t a change. Sure, I understand for specialty colors you should up charge but these were the same regular colors I’ve been picking off of that wall. Also, I wasn’t made aware of this until the end when checking out. Why wouldn’t you communicate clearly to your customer of the new change beforehand instead of getting upset at them and giving them an attitude because apparently there’s a little $5 sign on the top corner but it doesn’t apply to all colors on the wall? How is that clear to all customers? Do you want customers to ask YOU what is being up charged and what is not? Is it THEIR job? Why not be transparent? This was a shady move. While I don’t care for the up charge of $5, what I do care is the lack of transparency, the attitude I was given (all because you didn’t explain anything clearly to me as a consistent client), and the unnecessary peeved exasperation provided by the salon manager because she had to explain her new rules to me. What? You think a tiny sign that’s not made clear will be obvious to everyone? It’s not even clear what colors are $5 and which weren’t. Also, it’s on the top left corner where not everyone will see and it’s small too. This move was a no go and surely lost you a customer. Not like you care, based on what I’ve experienced earlier today. Apparently they were accommodating this time but not without an attitude from the manager. Excuse me? I’ve been seeing you guys monthly and this is the exasperated attitude I get. You sure know how to treat clients. Well, guess what - you lost another client and based on your solid 4.0 rating - others have marked their complaints of various issues here, haven’t they? I truly liked them for their peaceful oasis for getting nails done but the way you treat a client and to pull the wool over their eyes (especially since they’ve been here monthly to support your business because they liked you and how you do things) - I would not support it any longer. Pardon, once you treat a client with an attitude like that - it’s over. It takes time to build a relationship between business and customer but once you pull a move like that…NO...

This nail experience, as well as customer service experience, was one of the worst of my entire life. I made a Sunday morning appointment for 9am to have my acrylics removed and gel polish applied to my natural nail. I arrived to the salon to find they didn't even open until 10. My acrylics were filed down until my nails were nearly concave, particularly the pointer finger of my left hand. Once I realized this nail was badly botched, I had them "fix" it, filing down nearly to my nail bed to remove the gel polish this time. I left the salon and a couple hours later the nail cracked along the line of my nail bed and I sent photos to the salon to ask for a refund/fix. The owner offered to fix it for free, and I came in the following day to allow that. Instead, all my nails were filed down AGAIN to the point that I was flinching away on the injured finger. A "hard gel" would be applied to "fix" the nail so it wouldn't break or bend. I left the salon again, trusting that the nail was reinforced and wouldn't cause any more pain, but just a few hours later I was forced to cut off 2 months growth of my natural nails to prevent injury every time I used my hand and even the rest of them out. Before I did this I once again sent photos that the owner claims not to have seen. When I went in this afternoon to kindly ask for a refund for the services that caused me harm I was refused. The owner offered instead to "fix them" in a week, after I had some growth. She refused to acknowledge that the service was incorrectly rendered, causing an injury. She insisted that she never gives refunds, and that they looked fine (after I had cut the broken nail and shaped them all myself). She only doubled down on offering a new gel manicure, as if I'd ever let them touch me again, or $25 back, when I paid nearly $100 after tax and tip. I'm also pretty sure no one at this salon has ever seen an almond, as not one nail was almond shaped or the same shape as any other nail. Do not take your...

Extremely Disappointed — Requesting a Refund

I had a terrible experience at Sofia Nails and deeply regret coming here. I went in to have my acrylics removed and was told the service would take 30 minutes. However, by the 25-minute mark, my nails were still soaking in acetone with no actual work done.

When the nail tech finally started, she used both a nail drill and file in a rough, careless manner. I repeatedly said my nails were hurting, especially when she kept the file in one spot for too long — but she continued regardless. Eventually, another technician had to step in and take over, but the job was still rushed and poorly done.

It became very clear that the first tech was inexperienced and did not know how to safely or properly remove acrylics. I understand Spanish, and throughout the service, I could hear the other staff instructing her step-by-step — clearly indicating she was not trained or confident in providing this service. I wish they had been honest from the beginning and not let her “practice” on my nails. Why am I paying for someone who doesn’t know how to perform the service I requested?

I left with my natural nails sore, thin, red, and visibly damaged. There’s still leftover acrylic stuck to my nails, and anything that touches them causes sharp pain. I was in a rush and didn’t have time to argue, so I paid the $32.66 — even though they clearly knew the service was poorly done. They still charged me without any acknowledgment of the harm caused.

This experience was completely unacceptable. Not only did the service exceed the agreed 30 minutes, but it also left my nails in worse shape than when I walked in. Given how sore and fragile my nails are now, there’s nothing they could have done in that moment to reverse the damage. It’s only correct that I...