ComplaintsforStatic Nails

• Initial Complaint

  07/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I still do not have my order and ************* will not give me an answer. Also, within 2 hrs of purchasing my credit card was hacked online.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order for nail polish on Feb 23, 2023. I hadn't received my product, so on March 8, 2023, I emailed customer service. They were not helpful at all and told me to contact ***** I emailed DHL and got a canned response with no phone number or further point of contact. I wrote them again, forwarding them my email from DHL, and they still said that it was not their responsibility that I receive my order. So they're refusing to issue me a refund even though I never received the product. I live in a 24 hour doorman building-- I can receive packages day or night, so the issue is not on my end. This has never happened to me, and I'm very confused by their response. So I hope this will send a message and also get them to release my refund.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  False advertising. No phone number for customer service. Fraudulent claims on reviews. Manipulation of all customer reviews and claims. No response from customer service email. No clearly written return policy prior to purchase. Greatly need consumer advocate for major complaints. Glue ruined nails and stayed in place ONE DAY!

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to follow up on my order ******* which I placed in November during the Black Friday sale. Unfortunately, I never received my package, and despite multiple attempts to reach out to your customer service team, I have yet to receive a resolution to this issue.As a result of the extended wait time and lack of assistance from your customer service team, I no longer need or want the product I ordered. The order was intended as a gift, and this whole experience has been extremely frustrating and unhelpful.I kindly request your assistance in processing a refund for my order. I have already spent an unreasonable amount of time trying to resolve this issue, and I would like to bring it to a close as soon as possible

• Initial Complaint

  01/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 sets of press-on nails, nail glue, and remover on December 31, 2022. I received my order on January 11, 2023 and found one of the sets had defective nails in them (specks of debris embedded in several nails). The defective nails were purchased for $20 plus tax (about 10%, or $2 total cost: $22 without shipping which was $6.95 for the whole order). I first contacted the business January 11, 2023 looking for a replacement of the defective nails. They responded January 12 offering a $18 credit to purchase another set on us. I responded Jan 12 stating Id prefer a replacement of the defective nails. After no response I then followed up Jan 14 sharing that the credit doesnt cover the cost of a replacement set and that I didnt want to pay more money to remedy the situation. I requested a refund. On Jan 16 the rep responded stating they dont issue refunds and restated I can buy a new set with the credit. I responded Jan 17 restating that the credit doesnt cover the cost of a new set and requested a refund again. That evening they responded pointing me to their policies in their FAQs stating they dont issue refunds and suggested I use the backup nails that come with the set (my sets didnt come with backup nails which I had shared with them several times). January ********************************************************************************************************************** and I even suggested I could send back the defective set (per their FAQ). I havent received a reply since.Ive attached a screenshot of their Terms and Conditions (T&Cs) outlining that they will issue replacement sets for defective items.At this point all I want is a refund for the defective set. I will also accept a replacement set at not additional cost to me as a compromise.

  Business response

  01/25/2023

  *******************, 
  
  
  We are sorry for your experience. In reviewing your message and email I understand the issue is that one of the 24 nails had a small speck on it that was not coming off. We deeply apologize for that. 
  
  
  I see the agent had issued a gift card upfront and provided the tip to first see if that nail was needed since there are at least 14 extra nails in each set. Additionally if needed the sides of another nail could be filed in a few seconds for a perfect custom fit. 
  
  
  These tips were offered upfront in case you would have preferred or needed to wear the set right away and didn't want to wait for an exchange replacement set. 
  
  
  However, per our policy, we are happy to replace defective items, so I will be reaching out to you via email to arrange that. I will also chat with the agent who assisted you to help ensure situations like this are handled properly upfront with the option to exchange the set given to you first. I do apologize again for your experience. 
  
  
  Please know should a policy ever not be upheld you can always request a supervisor by responding to the email so we can ensure you are properly assisted and other customers do not experience the same situations. 
  

• Initial Complaint

  01/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a first time customer of **********************. The ******************** have fallen off my natural nails multiple times even just a few days in. They are supposed to last at least a week or more. I followed the instructions exactly to a tee and also put a lot of nail glue (even buying extra nail glue by Static Nails). Static Nails customer service (*****) has refused to accept and responsibility and is unwilling to accept a refund. This is a poor product and poor customer service. If they had been willing to do some part to make it right, they may have retained a customer at least for their other products. Do not use!

  Business response

  01/17/2023

  Hi *********, 
  
  
  We are sorry to hear you had issues getting the nails to stay on past a few days. I understand you read our instructions and hope that you try the tips ***** had provided. Sometimes, practice makes perfect (just like learning to apply makeup) and the amount of glue and pressure applied will enable you to wear the nails a few days, a week, or a few weeks straight. 
  
  
  Our Reusable Pop-On Manicures have won several awards for being the best-artificial nails on the market not only when it comes to how long they last without coming off, but their overall natural appearance and durability. We won another best press-on nail award for Allure Best of Beauty a few months ago, so I hope you give them another try. 
  
  
  If you prefer to return them ***** had also provided you with instructions on how to do so for unopened/unused items. As ***** also stated we do stick to our return policies which can be seen at any time on StaticNails.com on the *** and Returns pages. 
  
  
  Please note the BBB is a independent business that does not have any authority to control, change, or impact a business's policies. It is just a review site. The best and fastest way to get resolutions is by communicating with our customer support team via email support [at] staticnails.com  directly. We often do not respond to BBB reviews or do so in a timely manner since it is not where customers should go to get assistance. You can always request a supervisor if a policy is not being honored.

  Customer response

  01/19/2023

  Complaint: 18813628
  
  I am rejecting this response because: I would not want a store credit given the lack of quality of the product. It seems like the company is not taking any responsibility for the defective product
  
  Regards,
  
  ***************************

  Business response

  01/25/2023

  Hello, 

  As the amount of glue applied controls the wear time, allowing you to wear them for a few days, a week, or weeks straight, the nails only staying on a few days would not be considered a defect. Using more glue and ensuring proper pressure are easy solutions offered to achieve the longer wear you are looking for. 

  Please note we uphold our policies regarding returns, refunds, and exchanges which can be viewed any time by visiting staticnails.com and clicking on the *** page or the Returns and refunds page. 

  Customer response

  01/26/2023

  Complaint: 18813628
  
  I am rejecting this response because:

  I put a lot of glue and this isn't an acceptable answer given that
  
  Regards,
  
  ***************************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 11, 2022 I placed an order. It is now December 18, 2022 & I have yet to get any shipping information, nor receive my products. I have reached out via ********************* dont have a phone ************** reply 1 time & say they'll look into it & get back to me in 1-2 days. It has now been 5 days since I got their first reply saying they'd get back to me in 1-2 ************** yet to get back to me. I'd like immediate overnight shipping of my products, or a refund of my entire order. If you're thinking about placing an order, I would not. This company has zero customer service. I sure wish I would have read these bbb complaints before I placed an order.

  Business response

  01/16/2023

  Hi *******, 
  
  
  We are so sorry to hear of your experience and appreciate you working with the customer service team. Upon reviewing your case I see your order was pending shipment until we received confirmation on how you wanted to proceed with a limited-edition holiday item that had gone out of stock. We do deeply apologize for this.
  
  
  I do see you worked with customer service on how you wanted to move forward, your order shipped, and was delivered shortly thereafter. 
  
  
  Please note that the BBB is an independent business that does not have any authority to make a business change the way it functions or its policies because It is just a review site. The best and fastest way to get resolutions is by communicating with our customer support team via email support [at] staticnails.com  directly. We often do not respond to BBB reviews or do so in a timely manner since it is not where customers should go to get assistance with us. You can always request a supervisor if a policy is not being honored via email as well and we will be happy to make it right and help ensure the issue is corrected for future customers.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a few nail polishes from the Static Nails company. Two of the polishes that arrived were deficient: one of them was so watery that it wouldn't even color my nail unless 4+ layers were applied, the other polish was flaking in the bottle and layers were obviously separating. This was a very unpleasant surprise because I had bought many items from the company in the past and never before was the quality this bad. O contacted customer service and they issued me what they called a "gift card" that "can be applied to any product on the website". When I proceeded to use this "gift card" at the website, it wouldn't work. I contacted customer service again and they said that I can't use my "discount code" on the website during the sale, this response completely contradicted what I was told in the first place. The customer service representative in response to my question about why all of a sudden they are calling the "gift card" a "discount code" went into explaining to me that I should read the company policy on their website, and they will not do anything for me. In response to this unpleasant response and the sketchy company policy, I stated that I do not wish to deal with this company, and I would like my money refunded to my card, instead of being issued the "gift card" that can't be easily used on the website. The company is currently refusing to let me use my "gift card" during the website sale, and they are refusing to refund me the money for the deficient items. Furthermore, they are gaslighting me and saying that I didn't read the terms on the website that outline the sale and coupon code terms, but nowhere in the original email from customer service did they mention any terms, exceptions, or any other relevant regulations.

  Business response

  12/05/2022

  Hi ********, 
  
  
  Supervisor here, I'm so sorry to hear of your experience and apologize for any confusion created by one of the customer service agents. 
  
  
  Upon reviewing the case I did not find any issues with the products you received based on the photos. One of the colors purchased was sheer, which I understand you did not like the coverage of. If you are looking to avoid more sheer lacquers we do offer tons of wonderful opaque colors loaded with rich pigments for ultra-smooth rich colors. The best way to find these is to sort by "full coverage" under the filter menu. You can also sort by colors and look at swatches on models across various skin tones on each product page to see the colors on in real life. 
  
  
  Regarding the full-coverage blue shade. I do see a small amount of separation at the top of the bottle you are referencing. Please note, as listed on the product page and instructions, each product contains 3 natural antioxidants in the form of oils such as rose hip, marula oil, and vitamin e that can help strengthen, lengthen, and repair nails over time. Because our product is toxin-free and contains these treatment oils the bottles just need to be shaken up to rejoin the treatment oils and colors and you'll be good to go. These also help give our lacquers a high-watt shine.
  
  
  Despite this, I do see the agents issued you store credit as we'd love for you to be happy with our products, however, discount codes cannot be combined with other offers during our Black Friday sale as the agent mentioned and it mentioned as part of the sale. Because our black Friday sales are over your code will now work and you can use it to get a complimentary product of your choice. 
  
  
  I hope this helps. Please reach out to us via email should you need further assistance. 
  
  
  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date: 09/08 ***********: $174.40 Provide: 12 Nail Products Dispute: The products were not received and they are refusing to give a refund.Resolution: They only offer to send more products Order#: ******* I wish I had read the reviews on this website prior to ordering $174 worth of product from this company. The product was never received and they refuse to give me a refund. The phone number associated with them through their business license is out of service and I only receive an email from them advising that I can get a store credit. Why would I continue to request products from them in which I never receive. This company is fraudulent and should be held accountable for their actions.

  Business response

  10/17/2022

  Hi *******, 
  
  
  Ive reviewed your emails with the customer service team and see you requested to cancel the order after your order had already been shipped, so we were unable to do so. The agents offered to reship your package or credit you. Please see their emails and respond to them.
  
  
  Thank you
  
  
  Please note that the BBB is a completely independent business that does not have any authority or impact on a business, it is just a review site. The best and fastest way to get resolutions is by communicating with our customer support team via email support [at] staticnails.com  directly. We often do not respond to BBB reviews or do so in a timely manner since it is not where customers should go to get assistance. You can always request a supervisor if a policy is not being honored.

  Customer response

  10/17/2022

  Complaint: 18157055
  
  I am rejecting this response because: they refuse to return my funds and they are also discounting the authority of the BBB. 
  
  Regards,
  
  ***************************

  Business response

  10/18/2022

  Hello, 

   

  Again, please see emails sent previously by the customer service agents so a credit can be issued to you and please note the statements made about the BBB are correct, which can be validated on your own search. Thank you. 

   

• Initial Complaint

  09/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order with static nails on 9/9/2022 for $76.80 of pop on nails. When the products arrived, they were damaged and they also sent the wrong color. I asked them to return the products because it is not what I ordered. They refused to refund me and return the items. **************** was unresponsive. I had to send the products back with my own return label and still have not received a refund.

  Business response

  10/17/2022

  Hi *******, 
  
  
  Upon reviewing your emails with our agents I see you received all the correct items you were supposed to, no goods were damaged, but you didn't like the color, so the customer service team arranged for your items to be returned at no additional cost to you and compensation was provided once the goods were returned. 
  
  
  Please note that the BBB is a completely independent business that does not have any authority or impact on a business or its actions, it is just a review site. The best and fastest way to get resolutions is by communicating with our customer support team via email support [at] staticnails.com ". We often do not respond to BBB reviews or do so in a timely manner since it is not where customers should go to get assistance. You can always request a supervisor if a policy is not being honored.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩