Sorbet Nelson Mandela Square owner was so rude and called me a ****

I went to Sorbet Nelson Mandela Square on 11 July for a new set of nails. I intended to do acrylic with tips however, the nail tech, Florence, convinced me to do soft gel tips. I had bad experiences with soft gel tips previously at the Sorbet Rosebank and La Lucia Mall branches, they would always come off. I agreed to do the soft gel with Florence if they agreed that if my nails fell off before 3-4 weeks, they would redo them with acrylic. Florence agreed and we did the soft gel set.

On 25 July, my first nail lifted and fell off. On 27 July, my second nail started to bend. I then called to get them redone, which I did on 28 July. I did a set of acrylic with tips. Before I left, I asked if there was any difference to be paid, given our previous agreement, and the staff said no and I went home.

On 31 July, I received a call from the owner accusing me of refusing payment after my treatment. According to her, the nail tech said I refused to pay and I left. When I explained what had happened she said the nail tech said I am lying.

Firstly, if soft gel nails don't last 3-4 weeks and are meant to completely come off 2 weeks later, it should be advertised as so. I have also been doing my nails for 10 years, I know how long nails, tips and acrylic last. If a nail tech cannot make promises as per the above, she should've referred me to her manager or did acrylic like I had originally requested. You cannot make promises for the business that you cannot keep and then when questioned by your boss, say the client is a ****. The bottom line is I was not happy with my treatment, so why should I have to pay for that? I could just as easily take my business elsewhere to where it'll be appreciated Owners who franchise the brand should really be trained in customer service - the owner who I spoke to was rude and condescending. She called me a **** multiple times on the call and regardless of if I was wrong, this is no way to speak to anyone unless you have concrete proof without any doubt. She also contacted me via Whatsapp to pay, how do I know that those banking details are correct?

I have been going to different Sorbets, however this makes me never want to go back again. Many nail places are struggling to make ends meet and I rather spend my money where it'll be appreciated, no matter the price. This is shocking behaviour from it's brands and representatives and should really be addressed.