Thankyou for your review Karen, it’s disappointed you have chosen to twist what was said to inaccurately misrepresent the situation. Your friend called to say you had booked for an opi pedicure and opi products were not used, I checked to see the booking which was a standard pedicure and explained this, she then said it wasn’t a luxury pedicure, I further reiterated it was standard that she had requested not the luxury, she then said you were started 10 mins late as the beautician explained our boiler wasn’t working and so had to fill up both bowls manually, I asked if the water wasn’t hot, she said it was?, then said it wasn’t worth the money, I was confused and explained that we are actually cheaper than local shops for the same service so I don’t believe we are overpriced and we haven’t have a price increase for years, the price was explained and agreed to on booking. Full gel pedicure with soak, massage, exfoliate & hard skin removal for £35 and full pedicure with standard polish for £28. I was then told it just wasn’t good, that there was some slight damage to the room, I apologised and explained that we’d had a small leak and due to the pandemic & huge reduction of income the past few years we’ve barely scraped by to pay the essentials and it was a job I was going to be doing before pedicure season starts end of March. It is definitely not a dingy room or surroundings, it’s always connected how tranquil and beautiful it is. I was then called by yourself who said you didn’t like the treatment because no-one took your coat on entering, I explained we don’t have a receptionist as we aren’t a hairdressers and there’s coat hooks in the hallway you walked through. You said you looked in our private staff room and saw a vape on the shelf and thought that was unprofessional, you then threatened me with health and safety being called, I asked what for completely confused?, you couldn’t tell me. I explained that our website is a brochure site only and we can’t access it due the developer no longer available, I explained that on it we have an online booking system and an app with all current up to date pricing and when we book an appointment an email confirmation is sent with a link to pricing and to allow any amendments in advance. I asked if you told the girls you weren’t happy with the service as they are always told to check the client is happy and fully satisfied, you both didn’t tell them there was an issue to allow them to rectify it at the time. After speaking to my girls they didn't have a clue what had went wrong and said you both seemed happy and chatting except you had worn trainers to the appointment and as your friend said you smudged them by putting shoes on too early. I called back your friend to say I believe we got off on the wrong footing as there was a misunderstanding with the initial issues and even though we’ve not had other complaints only good feedback, as you had our newer girls it’s possible they need additional training in pedicures as they have only been with us 6 and 9 months and it’s been winter so not many pedicures have been carried out during that time so there is a possibility there’s been an oversight. I offered to have you both come in and have luxury pedicures with my 2 senior staff at my expense to demonstrate to you the normal standards, you asked if the room would be fixed, I explained even though it’s only been a day it already has been, including a new floor and I’ve arranged a staff meeting and further training to ensure standards are kept high. Disappointingly was refused by yourself to which you demanded a refund, I explained you have already had the service, the girls are self employed and haven’t done anything wrong and even though fully qualified maybe a bit less experienced which is why I’d like you to come in with our seniors who I assured you are fantastic at pedicures. You then threatened me with trading standards and asked how you would manage to get down the stairs with a baby as you are heavily pregnant and you aren’t willing to bring a baby, I explained we have babies in all the time & the voucher won’t expire, you can have it in 6 months if you like but I’d already reserved you and your friend a space on Tuesday in 4 days time. None of this was good enough, and resulted in you putting the phone down on me and leaving unfair inaccurate reviews over all platforms in an attempt to damage a small local struggling business as well as devastating the two young girls at the start of their career when they honestly don’t know what they have done wrong. Really disappointing.