Polished Nail Lounge — Local services in Short Pump

Had a dip powder manicure from here that lasted 9 days before chipping. I made an apt asap and came back in at day 13 for an entire new manicure (powder elsewhere has lasted me 3/4 weeks). I asked specifically for a color using your number system. I told a female employee and she gave it to the mail nail tech I had an appointment with. I even took a photo just in case there was a misunderstanding so I could prove which color asked for. I picked a bluish purple. After 1 dip of the powder, I noticed it looked blue. Everyone knows that colors can change with each application and look different after more powder applications. After 3 dips of the powder, I explained to my nail tech that this looked more blue and I flipped over the polish container and the number was 1 digit off of what I asked for. I felt bad even saying something but it was not what I had asked for and I cannot have blue nails at my job. The nail tech spoke to the employee that gave him the color but they were speaking in a different language so I did not know what their conversation was, but he was clearly frustrated with what happened. She came over and offered to have them put on a coat of gel over the current powder but I explained that when this has happened before and they get painted over with gel, the nails chip super quickly and I would prefer for them not to do this. I asked if they could take off the blue color and do the powder again with the color I specifically asked for and was very clear (so much so that I had the photo). I even showed them the photo of the color I chose and said that was the one I asked for, not the other. She began arguing with me and told me that I was wrong and she was told that number and not the number I actually asked for. She kept interrupting me to the point of me asking her to please let me speak and explain what happened since she was interruptive and flustered. She got to a point where she said it didn’t matter, and that regardless, I should have noticed and immediately said something. This was unacceptable. I did notice and I said something… and that was the point of this entire conversation. What else was I supposed to do? I explained that colors look different with each layer application. She kept interrupting me. I asked her if she was blaming this error on me and she dodged the question. I asked her again and she said yes I was told that number, not the number you are saying, thus putting blame on the customer. I know for a fact I told her the correct number. Regardless of that fact, her customer service was atrocious. Once being blamed for her mix up and after she refused to take accountability, I asked my nail tech to please take the polish off and then I told her that I would take my business elsewhere. She did not care. She said “you’re still going to have to pay” so I said fine since he did take my previous polish off. I paid the $40 for a powder manicure that was a half manicure. Let me be clear as I was during my visit: this was not the fault of my nail tech and he unfortunately had to watch her mismanage the entire situation. Everyone in the salon felt uncomfortable and if I overheard that conversation, I would never come back. The lack of any service recovery at all has lost you the business of myself as well as a regular and another new customer that was going to...

My initial review was a 5, now it’s a 1. I have been coming here pretty consistently for over a year. When I mean consistent, more often than not every 2 weeks.

However, I have only bought my white passing son here 3 times. I always go to the owner Tony to get my nails done. They do a good job, but I put my foot down when there’s any ounce of disrespect with me and mine, ok! Life is too short to explain to people how to treat you. I’ll just remove my money and keep it moving!

Months ago, the 2nd time I bought my son here, Tony mentioned that my son must be spoiled. I thought nothing of it, people say ignorant things all the time. My son is not spoiled, but very well taken care of, thoughtful, kind, respectful and brilliant. Mind you, my son is being quiet and polite. I let it slide the ignorant comment slide.

Then this week, of 8/2023, once again my young son a darling, who was quiet and respectful while waiting on mommy. Tony as we walk in asks is he yours, as if he has not seen me bring him before. I frequent this shop and it’s not everyday you see a multiracial family. I found that to be shady. Now, if I had white skin like my son and I’m golden complexion he wouldn’t have asked me. I always find this question disrespectful and even moreso when you act like you haven’t seen my child before and made comments. Now how does this make my child feel and insinuating I’m not his mom. My son said, “I felt bad and that was a not smart question.”

Moving on, I decide to give Tony a compliment about his wife who to works at the shop. I said, “She always looks nice.” I was referring to her style only. Tony then says, “She’s really petite and looks good in anything.” Mind you, I’m not petite, curvy more athletic build, basically he’s indirectly insulted me now along with any other woman that’s not a XXS. Not everyone finds almost anorexic attractive.

During the entire mail experience, since I have been here dozens and dozens of occasions this was the only one time he’s acting all funny and weird as he’s doing my nails as if he’s uncomfortable. After almost going here a year, always on time, always respectful and always tip this is the type of behavior I have to endure, really?

Tony indirectly disrespected my son and I. He and his nail salon are cancelled! He was literally giving my son weird energy, then me by association. Are you hating on a kid? I have a major issue with this! The micro-aggressions are often so subtle an ignorant person may miss it.

In addition, I have subtly over time noticed a quicker response to greet white customers, but overall they act like they don’t want to greet anyone. I can tell Tony often looks miserable, but when projections occur it’s a problem. Tony keep your misery to yourself or project it...

I got my nails done here on Friday for the first time. My nails were done by Hannah.

She was very sweet. She did a great job executing the top part of my nails and shortening them as I requested as I am starting a pottery class I need them short for.

My issue is the fact that the thumbs and pointer fingers were not executed well in terms of the refill. I left the salon and noticed giant gaps on my thumbs. These photos were taken less than 48 hours after getting my nails done and it looks like my thumbs have been grown out for over 1 week. I have been getting my nails done for years and they do not grow this fast and I have never had them look like this immediately after leaving a Salon.

They were asking me to pay $25 to get the refill fixed and repolished. The only thing they were offering to do for free is to touch up the gel. So I was stuck with heavily grown out acrylic that will be masked by gel.

I was speaking with Than over the past 2 days and I became more upset with my interaction with them. They were unwilling to offer me any better option to fix my thumbs and pointer fingers even though this was an error of their employee.

In my one email I used the word “crappy” to describe the work done on my nails and then they refused me service altogether. I paid $60 for these nails that look grown out 1+ weeks and I have only had them for 3 days. These likely won’t last for another week and I feel ripped off.

I am shocked by this and this is truly the worst experience I’ve had at a Richmond nail Salon yet.

In response to owners response:

These are nails that I wanted done for my anniversary and I am upset they look the way they do after just 3 days.

The polish is not the concern so that was not a real solution. The solution offered to be was offensive as I was requested to pay 50% the cost of a 10 finger refill to fix 4 fingers when this was not done properly the first time by an employee of yours.

I agreed in email that the other fingers seemed to have grown naturally but I provided photos from Saturday showing the giant gap on my thumbs. That was taken less than 24 hours later. I did not say something at the salon because I did not notice it until I got outside, nor was I asked if I liked them. I had dinner plans to get to so I could not spend more time there.

I find it completely unnecessary to decline services to me for using the word “crappy”. It seems to me based off of prior reviews that your business does not fix mistakes...