The Nail Superstore Opiniones 

Respuesta de The Nail Superstore

7 mar 2016

Dear Customer,

We apologize if you felt our customer service department was not professional or friendly. We understand we sent the wrong files but tried our best to work with you and correct the mistake by sending out the correct nail files, and tried to resolve the problem as quickly as possible. There seemed to be a communication problem or language barrier, your English accent was very difficult to understand at times, we must repeat the same questions several times which probably complicated this issue and you might have thought that we were unprofessional.

While we always strive to please our customers, we do make mistakes and appreciate when our customers are patient and cooperate with us. This allows our customer service representatives to better assist, serve and satisfy our customers. We did talk to both employees who you spoke to. We hope this addresses the problem. Again, we apologize for the mix up and misunderstanding.

We would not be where we are after more than 20 years in business. Yes, definitely there are always room for improvement. Majority of our customers would agree that we did something right. You can see more here: https://www.nailsuperstore.com/order-reviews

We appreciate your business and value your comments. We will work better to serve our customers.

Best Regards,

The Nail Superstore

Respuesta de The Nail Superstore

17 ago 2015

Dear Customer,

We apologize that this matter has escalated to this point so fast and while we could have done a better job at handling the issue at hand, there was a problem with your return. We believe this matter has been satisfactorily resolved, since you received all your money back and even kept a few of our products, which you did not pay for.

We agreed to let you return the two top coats you ordered from us and exchange them for a different top coat, since you weren’t happy with their performance. When you returned both jugs of our top coat, one of them was open, when you said you only opened one of them. And the other was an entirely different top coat than what was originally in there.

We can’t say for sure what happened while the products were still in your possession before being sent back to us or if something happened on our end. But what we can say for sure is that we never intend to scam our customers. We are an honest, family owned company that has been an industry leader for two decades.

We aren’t sure what else our company can do for you since you received your money back in full and even kept four products of our, which is $11.74 and did not pay for: three China Glaze nail polishes and a container of silver foil nail art.

We have been in business for 20 years, and our commitment to our customers is partly what has kept our business strong, but the other reason our business has grown over the years is because we only sell high quality, authentic products. We would never sell tampered-with or used items. Why would we want to do that? Frankly, it is not worth our time and we would never risk our reputation just for a few dollars. 

We hope that someday you would be open to returning to shop with us so that we may prove that our company can fulfill your nail supply needs and be the number one supplier for you.

If you feel that you have additional comments or questions, please email us at manager@nailsuperstore.com or give us a call at 800-260-4000.

Thank you,
Nail Superstore

Respuesta de The Nail Superstore

13 abr 2015

Dear Jesse,

We apologize you had a negative experience with us. You mentioned the Portable Pedicure Tub you purchased from us was defective and took too long to drain. You said it took 40 minutes to drain, which it does not, we tested it. Here is our side of the story:

We tried to work with Jesse on replacing the tub but he said he preferred to be refunded. But, that is not our return policy, which is clearly posted on our website and on the invoice which he signed when he made the purchase. So, we asked him to send the tub back so we could find out exactly what Jesse was talking about and if in fact it was a defective unit, we would be happy to replace it with a brand new unit. He did return the tub and we tried it out to see what the problem was.

We took a video of us testing it out. You can see the video here: https://www.youtube.com/watch?v=X0Br7fkA578
It took only 1 minute and 14 seconds to drain, not 40 minutes like Jesse said. We examined the tub and could not find any problems.

The current status is that he returned the tub but will not return our calls to figure out the next steps. We have left him numerous voicemails asking him to call back and to have a conference call with us to figure out this matter, but we have heard nothing. He also received a free pedicure cart with his purchase, which has a value of $199, which has not been returned.

Please watch the video so you can see that the tub is working just fine.

Respuesta de The Nail Superstore

6 jun 2014

Dear V Nails,

We apologize that you did not have a good experience with us but we would just like to say that our products are of the highest quality and we are very meticulous when packing and shipping our items. We take pride in our customer service and have thousands and thousands of happy customers.

On our website, we state our policies for shipping fees, restocking fees and warranties on our website so there are no hidden fees. We make it easy to find and read so that all customers are aware. We are not in the business of tricking customers or pulling one over on them and we are sorry you felt that way. We are in the business of providing only the best nail supplies! You can head to our site to see all our policies; everything is on there.

If you'd like, please let us know the number of the order you are unhappy with or the phone number under your account and we can take a look and see what went wrong. We hope you'll give us another chance! We've been in business for 18 years and are dedicated to the professionals of the nail industry!

Respuesta de The Nail Superstore

23 abr 2013

Our side of the story: customer used an unqualified installer with no plumbing experience and license to install this spa. He made some modifications without knowledge or approval from manufacturer which automatically void the warranty. The installer damaged the spa and now customer put the blame on us. The Nail Superstore has been in business for 18 years. We have thousands of happy customers from around the world. See it for yourself. Check out reviews from our customers on our website and positive feedback from our eBay store.

Respuesta de The Nail Superstore

27 ago 2011

Dear Susan,

We value feedback from all of our customers and we're sorry you didn't have a positive experience. We hope you'll give us another chance to prove that we're the right nail supply company for you.

Regarding to your comments:

1. "Customs & excise": we clearly stated on our website, "duties & taxes" are not included in our price.

2. "Adapter plug to convert the electric to use": we have no control over how and what each and other countries use. There is manual inside of the box which specified what voltage is required. The same information is also in the back of the machine.

3. "The hand piece was full of white powder", these exact words are from the manufacturer which how they described when they open up your machine for service. In any event, they had repaired your machine at no charge even though it is not covered under the warranty.

4. "The company have not responded and have kept this item": our customer service representative had sent many emails to respond to your concerns in timely manner. We have records of those. Yes, you are correct, the manufacturer still has your machine at their warehouse because of the fact that you refused to pay for return shipment.

In all, we are sorry for your inconvenience. As our company have always been doing something right for thousands of customers all over the world, for over 16 years, we are willing to go beyond our responsibilities to accept the costs of shipping the machine back to you, except any other duties or taxes incurred in your country. Our customer service representative will contact you to arrange the shipment.

We are thank you for your business and hope you will come back to visit us soon.

Best regards,



Kevin Huynh
The Nail Superstore