The Spa K

Dear Ms. Eubanks,I trust this message reaches you despite our recent challenges. I took some time to collect myself as I did not want to respond emotionally but I still feel compelled to address your recent one-star review, as it seems to conveniently omit crucial details that paint a distorted picture of our recent interactions.Let's be clear — you booked an appointment with us for January 2nd, 2024, and then, without hesitation, left a one-star review. This is after we addressed our mistake and offered a free repair, a fact you conveniently neglect to mention.Furthermore, your dissatisfaction with the nail color is perplexing. You approved the 'rose-gold' shade selected by our technician during your appointment, only to express discontent days later. Despite our efforts to clarify our policies and offer solutions, you seemed more interested in exploiting the situation for additional free services.We value our clients, but we won't tolerate attempts to take advantage of our goodwill. Even after agreeing to provide a free polish change, you continued to push boundaries, making unreasonable demands and threatening to take your business elsewhere.It's disheartening that a once positive client relationship has devolved into such a contentious situation. We believe in transparent communication and fair treatment for all clients, which you seem unwilling to accept.Now, let's address the disconcerting allegations in your review regarding language barriers. Your insinuations that Su Kang or any staff member would pretend not to speak or understand English are not only false but deeply offensive. I explained to you that I am our sole native English speaker, so I often communicate customer preferences to the rest of the staff to ensure accuracy and satisfaction, as well as to avoid any possible misunderstandings. However, our staff members always try their best to communicate in English (their 2nd or 3rd language) with our customers on their own, we only ask that our customers are patient if they do need me to help translate. You've completely misconstrued my explanation, whether this was a deliberate decision on your part, I cannot say but I do find it to be an incredibly disrespectful accusation that goes against the principles we uphold at The Spa K. While we respect your right to voice your opinions publicly, it's imperative that the full story is heard. We've always aimed to provide exceptional service, but your recent actions have greatly tested our patience.In the interest of fairness and transparency, we wanted to set the record straight. If you have any legitimate concerns, we encourage you to address them directly with us.Thank you for your time, and we hope for a more constructive resolution.Sincerely,Geneva Young, Receptionist at The Spa K