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  • #1

    Way to abuse the system

    So I go for leg waxing at this salon franchise (I hate shaving. I ALWAYS CUT MYSELF). And I have one beautician that I always request because frankly she's awesome and has the same sense of humour as me. She's brilliant. We'll call her Amy. We'll call the franchise...Nailed It.

    So Nailed It has this policy that literally says "Not happy with your treatment! Then you don't have to pay for it!".
    Now I understand that if you got burned by overly hot wax during a wax, or the masseuse made you feel like an elephant trampoline, that's cool. You shouldn't have to pay for that.

    But Amy told me about one client, who would come in for gel nail polish. Gel nail polish lasts a little longer than normal polish, and is also thicker than normal nail polish.

    Every 3 weeks, she'd come in and complain that there's now a dent at the base of her nail. Because her nails have now grown. So you have cuticle>nail>gel nail polish (like this). She'd complain. About that. And get her money back. And then go to ANOTHER nail technician, get the same thing done, and come back three weeks later to complain about the "dent".

    And management lets this carry on. This client has been doing this since December. And each nail technician has been raked over the coals for this. And I just don't get it.

    Seriously? Why does management allow her to carry on? They're LOSING money with her! I would've told her after the second complaint "I'm sorry ma'm, but clearly this establishment does not make you happy. Please take your business elsewhere."

    Hell, I could have been getting free leg waxes for the last year because of this policy - all I'd have to say is "she hurt me". NO SHIT, you're pulling HAIR out by the ROOT using HOT WAX. But apparently that's a valid complaint to get your money back.

    My brain tried to kill itself after I heard that.

    Also, that story she told me completely distracted me from the pain of leg waxing. So I guess that's a win.
    The report button - not just for decoration
    Tags: abuse, customer, freebies, management, nail polish, nail salon
  • #2
    Reminds me of the pizza customers who would complain about their "bad/wrong/cold pizza" two days after eating the entire thing, getting a refund and/or free card (invariably through Corporate), then repeating it each time they actually had to PAY for an order. For some inexplicable reason, Corporate would not let us ban this "valuable regular customer" (after all, they're ALL valuable...Right? Right? ).

    In your case -- Consider writing a formal letter (on...what do they use these days, papyrus?) to both the owner and to the SM -- Explain that you're a customer, and you've personally witnessed this person come in session after session and pull this scam. Just say that you overheard her "complaining loudly" or something, and that she seems to do it really often. Suggest that the workers would likely be able to ID her based on this pattern, and that she is actively LOSING money for the shop due to her scam. Maybe they'll listen to that...
    "For a musician, the SNES sound engine is like using Crayola Crayons. Nobuo Uematsu used Crayola Crayons to paint the Sistine Chapel." - Jeremy Jahns (re: "Dancing Mad")
    "The difference between an amateur and a master is that the master has failed way more times." - JoCat
    "Thinking is difficult, therefore let the herd pronounce judgment!" ~ Carl Jung
    "There's burning bridges, and then there's the lake just to fill it with gasoline." - Wiccy, reddit
    "Retail is a cruel master, and could very well be the most educational time of many people's lives, in its own twisted way." - me
    "Love keeps her in the air when she oughta fall down...tell you she's hurtin' 'fore she keens...makes her a home." - Capt. Malcolm Reynolds, "Serenity" (2005)
    Acts of Gord – Read it, Learn it, Love it!
    "Our psychic powers only work if the customer has a mind to read." - me

    Comment

    • #3
      Quoth EricKei View Post
      In your case -- Consider writing a formal letter (on...what do they use these days, papyrus?) to both the owner and to the SM -- Explain that you're a customer, and you've personally witnessed this person come in session after session and pull this scam. Just say that you overheard her "complaining loudly" or something, and that she seems to do it really often. Suggest that the workers would likely be able to ID her based on this pattern, and that she is actively LOSING money for the shop due to her scam. Maybe they'll listen to that...
      And mention that when prices have to rise to cover crap like this it's loyal customers like you who will be paying it - or not. So which customer is worth keeping?

      Comment

      • #4
        I'd do that, but they might check her appointment times against mine and realise I'm lying. I can't describe her or anything either, Amy didn't give too many details regarding that
        The report button - not just for decoration

        Comment

        • #5
          Quoth iradney View Post
          I'd do that, but they might check her appointment times against mine and realise I'm lying. I can't describe her or anything either, Amy didn't give too many details regarding that

          Have her give you a call the next time the woman comes in and make a visit.

          Comment

          • #6
            Hrm. Is there any chance the bosses will listen to a letter written by one of them ("anonymously"), but *signed* by all of the workers who've had to deal with her? Without getting them in trouble, I mean? Alternatively, maybe one of them would be willing to anonymously write it (no sigs) and just arrange for it to appear on the boss' desk one day.
            "For a musician, the SNES sound engine is like using Crayola Crayons. Nobuo Uematsu used Crayola Crayons to paint the Sistine Chapel." - Jeremy Jahns (re: "Dancing Mad")
            "The difference between an amateur and a master is that the master has failed way more times." - JoCat
            "Thinking is difficult, therefore let the herd pronounce judgment!" ~ Carl Jung
            "There's burning bridges, and then there's the lake just to fill it with gasoline." - Wiccy, reddit
            "Retail is a cruel master, and could very well be the most educational time of many people's lives, in its own twisted way." - me
            "Love keeps her in the air when she oughta fall down...tell you she's hurtin' 'fore she keens...makes her a home." - Capt. Malcolm Reynolds, "Serenity" (2005)
            Acts of Gord – Read it, Learn it, Love it!
            "Our psychic powers only work if the customer has a mind to read." - me

            Comment

            • #7
              Quoth EricKei View Post
              For some inexplicable reason, Corporate would not let us ban this "valuable regular customer" (after all, they're ALL valuable...Right? Right? ).
              I believe I've mentioned this before, but the franchise agreement probably has a clause that the "compensation" gift cards sent by the "corp-o-rats" DO NOT get reimbursed by corporate, so corporate earns money off the supplies used to make the "free for scammers" pizzas, while the franchise is out the money. From "corp-o-rats" viewpoint, they ARE valuable customers.
              Any fool can piss on the floor. It takes a talented SC to shit on the ceiling.

              Comment

              • #8
                Quoth An Haddock View Post
                Have her give you a call the next time the woman comes in and make a visit.
                She might not be able to - she might be busy with a client. And I'm not always in the area, so no guarantee I could make it there on time.

                Quoth EricKei View Post
                Hrm. Is there any chance the bosses will listen to a letter written by one of them ("anonymously"), but *signed* by all of the workers who've had to deal with her? Without getting them in trouble, I mean? Alternatively, maybe one of them would be willing to anonymously write it (no sigs) and just arrange for it to appear on the boss' desk one day.
                Oh, they'll definitely get in trouble. I don't like the boss, she always greets me with this super saccharine smile, but can't remember my name.

                Anyway, Amy might be managing another franchise branch in a few months (yay!) so she'll be able to tell SCs like that "I'm so sorry, it appears we cannot offer the level of service you require" etc.
                The report button - not just for decoration

                Comment

                • #9
                  Whose idea was it to run a business with a Please Steal From Us Guarantee?
                  To right the countless wrongs of our days... We shine this light of true redemption, that this place may become as paradise...Oh, what a wonderful world such would be...

                  Comment

                  • #10
                    wolfie -- Even if it's not in writing, that is likely the net effect. It's also why Corporate is so trigger happy to provide said gift cards/free cards. Stores are allowed to (rarely) ban a customer, but it takes a LOT more than that (let's just say, stuff that would veer Fratchward) for such a ban to actually stick. Costing the local franchisee money is not one of them. After all, they'll just say that the store needs to increase sales to make up for the loss.

                    Hero -- You ninja'd me In my experience -- "DaddyJim's" worked this way when I was there. It's one of those "bend over backwards to keep ANY customer" corp's.
                    "For a musician, the SNES sound engine is like using Crayola Crayons. Nobuo Uematsu used Crayola Crayons to paint the Sistine Chapel." - Jeremy Jahns (re: "Dancing Mad")
                    "The difference between an amateur and a master is that the master has failed way more times." - JoCat
                    "Thinking is difficult, therefore let the herd pronounce judgment!" ~ Carl Jung
                    "There's burning bridges, and then there's the lake just to fill it with gasoline." - Wiccy, reddit
                    "Retail is a cruel master, and could very well be the most educational time of many people's lives, in its own twisted way." - me
                    "Love keeps her in the air when she oughta fall down...tell you she's hurtin' 'fore she keens...makes her a home." - Capt. Malcolm Reynolds, "Serenity" (2005)
                    Acts of Gord – Read it, Learn it, Love it!
                    "Our psychic powers only work if the customer has a mind to read." - me

                    Comment

                    • #11
                      Thank goodness my work doesn't run like that; scammers here are never given anything and if they threaten to go elsewhere, the response is "Good. Go elsewhere and lose them money." One precious scammer threatened to go to the paper; well, I expect it gave them a good laugh. XD
                      People who don't like cats were probably mice in an earlier life.
                      My DeviantArt.

                      Comment

                      • #12
                        Quoth EricKei View Post
                        ... it takes a LOT more than that (let's just say, stuff that would veer Fratchward) for such a ban to actually stick.
                        "Well, last time they were in, they blew up the building with dynamite, then found where all the employees lived and went to their houses and taunted their surviving loved ones, stole a company car and used it to run down orphans and widows... But they bought a $10.99 pizza, so we really need them to come back!!"
                        “There are two novels that can change a bookish fourteen-year old’s life: The Lord of the Rings and Atlas Shrugged.
                        One is a childish fantasy that often engenders a lifelong obsession with its unbelievable heroes, leading to an emotionally stunted, socially crippled adulthood, unable to deal with the real world.
                        The other, of course, involves orcs." -- John Rogers

                        Comment

                        • #13
                          Quoth Nunavut Pants View Post
                          "But they bought a $10.99 pizza, so we really need them to come back!!"
                          Then a week later they complained that it was cold and got their money back.

                          "But it's not worth fighting over, we need to give them what they want or else they'll complain to their friends and we'll lose ALL OUR CUSTOMERS FOREVER so just give them their money back and send a free pizza coupon too.
                          Replace anger management with stupidity management.

                          Comment

                          • #14
                            ... now I feel slightly bad for thinking that all this time iradney was a male
                            The Copyright Monster has made me tell you that my avatar is courtesy of the wonderful Alice XZ.And you don't want to annoy the Copyright Monster.

                            Comment

                            • #15
                              Quoth iradney View Post
                              I'd do that, but they might check her appointment times against mine and realise I'm lying. I can't describe her or anything either, Amy didn't give too many details regarding that
                              If you write anonymously you don't need to worry about that. You do need to know her name.

                              Quoth wolfie View Post
                              I believe I've mentioned this before, but the franchise agreement probably has a clause that the "compensation" gift cards sent by the "corp-o-rats" DO NOT get reimbursed by corporate, so corporate earns money off the supplies used to make the "free for scammers" pizzas, while the franchise is out the money. From "corp-o-rats" viewpoint, they ARE valuable customers.
                              Are you SHITTING me???

                              Argh! I had no idea. I thought corporate was just stupid. I am so glad I don't have that millstone hanging around my neck.
                              They say that God only gives us what we can handle. Apparently, God thinks I'm a bad ass.

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