| rev:text
| - I vow to never, ever, ever, ever, ever go to LV Nails & Spa again. Did I say NEVER? Most people would not believe the experience I had today at this place even - a Hollywood movie could not script it any better.
1 star because that's the LEAST I HAD to give to leave a review.
Amy and Mark (owners), as well as the receptionists promote their 20% more points promotion - if you pay cash when you check out. Once you reached a certain number of points, now 300, the reward is a $15 credit towards a manicure.
Three months ago, when Lily messed up my nails, I had inquired about my points because I should've been close to receiving the reward. Amy informed me that the threshold amount to reach had increased recently, so I needed to earn more points, spend more money essentially, to reach it. Both me and the receptionist working at the time, asked Amy about the change? I asked if she informed the customers of the change?
Amy immediately became defensive & asked why I was asking since most customers don't ask about it. I told her that if she offers an incentive to customers & then changes it - making it so that customers have to spend more money before reaching the incentive - it's only courtesy to inform the customers at the time of the change. She scoffed at that & said well, we changed it.
I decided only to write about the experience with Lily before, because I thought if I write about the point issue, there may be some retaliation from Amy & Mark - example, refusing me service in the future.
Prior to today, I've had nine (9) visits, which Chelsea, Lynn (manager), Amy and Mark have all confirmed. They also confirmed that I've spent $262 towards these appointments. Based on their point system, you accumulate 1 point for every dollar spent. Therefore, I have 262 points TOTAL.
Now include the 20% additional points that I'm supposed to receive for paying with cash, I should have 314 points. I've only used cash because I wanted the reward.
After mentioning the discrepancy to the Chelsea, Lilly had to chime in. I asked to speak to Lynn (manager), when Amy & Mark (owners), aren't there. Lynn looked at the account and agreed that I have reached the threshold, but explained she couldn't do anything because only Amy and Mark have access to the system. I would have to wait for them.
Everyone began to get hush hush about it & started whispering amongst themselves. I casually mentioned to Layca, my nail tech, that I would report this to the Better Business Bureau because it's false advertising and misleading.
After a brief discussion with Amy & Mark, both of them became defensive & try to turn the table to say I've always had an issue with my appointments. I told them that wasn't true. I reminded that that Lily messed up my nails in the past & I asked about the point system once.
Amy looked at my previous bookings and agreed that my current point balance was 262. She then added 20% to that to come up with 52 additional points that should have been added to my account, bringing my total to 314 points...therefore, meeting the requirement to receive the $15 incentive.
Mark, spoke to her in his native language & then told me since their system does not reflect that I've always paid cash, they'd have to go by their system. I asked them to provide the dates, along with the last four of the credit card # for a card I've used. I offered to show them my credit cards to see if what they have in the system matches any of my cards.
Amy said they don't keep a record of that. I explained that I've always used cash - for the reward. I've spent nearly $300 there and they want to argue over a $15 credit?
Mark said well you've posted things on yelp & said you were going to call the BBB, so we've have nothing but issues with you. I was shocked! This is the retaliation that I expected, as mentioned earlier.
After Amy admitted the error, & said she clearly recalled putting the points in manually but their system couldn't verify it. Since they rely on the receptionist to put in the type of payment, they're distracted by checking customers in/out, answering the phone, folding towels, etc - they're not always paying attention to what they're doing.
I'm realizing that neither the owners, Amy and Mark, nor their system EVER gave me an additional 20% points for any appointment in the past.
The 20% more points work only if you have HONEST OWNERS behind it. Amy & Mark want you to pay cash because their business account is settled faster. When you use a credit card, they have to wait for those funds to settle. So it's really designed to help them, not the customer - as its disguised to do.
Check your points - I highly doubt they will be accurate.
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