ErsanailsReviews of ersanails.com

Response from ErsanailsMar 9, 2026

Hi Tonya Mccann, Thank you for reaching out to us regarding your previous order. After checking our system with your name, we located an order placed on December 8, 2024—which is nearly two years ago. To ensure we can efficiently and accurately address your inquiry, could you please provide us with the order number associated with this purchase? The order number is the most direct way for us to retrieve the complete order details, including product specifications, transaction records, and any prior communication history. Additionally, we noticed your mention of “asked for a nail set” in your message, and we would like to seek further clarification on this point. Could you please elaborate on the specific context of this request? For example, were you referring to a complimentary nail set that you expected to receive with your order, or a separate request related to the products you purchased? We apologize for any inconvenience caused by this clarification process. Once we receive the order number and your detailed explanation, our team will prioritize reviewing your case and providing a tailored solution for you as soon as possible. Thank you for your patience and cooperation. Best regards, Ersa Nails --------------------------------------- We are writing in response to your recent feedback regarding our discontinued product. We sincerely apologize for any inconvenience or dissatisfaction this matter has caused you. We wish to clarify that the style you purchased (or intended to purchase) was discontinued solely because the essential raw materials—specifically the coated nail glue and decorative accessories—are no longer manufactured by our authorized suppliers. This is a supply chain constraint that is completely outside of our control. As a brand committed to delivering handcrafted press-on nails of consistent quality, we cannot compromise by using substitute materials that would alter the product’s performance and appearance. We recognize that the unavailability of a preferred product is disappointing, and we empathize with your frustration. However, it is important to note that product discontinuation is a common industry practice when key raw materials are no longer accessible. We do not have the capability to resume production of this specific style under any circumstances.

Response from ErsanailsFeb 28, 2026

02.28.2026 (Updated) We are writing to further address your feedback and related claims, with a focus on clarifying factual details and reinforcing our position as a genuine handcrafted press-on nail studio. 1. On the Lack of Substantive Evidence for Your "Confidence" You stated, “I can read and write Chinese, so I’m confident in what I found” after viewing similar-looking product images on platforms like Temu or Taobao. However, we must emphasize that this confidence is entirely unbacked by objective, tangible evidence. A credible judgment on product similarity and quality cannot be based solely on online image comparisons. It requires purchasing both products, conducting a side-by-side analysis of handcrafting details, material quality, fit precision, and durability—none of which you have done. Your ability to read Chinese has no logical connection to validating product attributes, and we fail to see how this translates into a factual basis for your claims. 2. On the Legitimacy of Our Public Response to Your Review You claimed your negative review is “real data” rather than a retaliatory act following an unsuccessful after-sales request. In response, we assert that our public statement detailing the full incident is completely objective, fair, and justified. We strictly adhered to privacy protection standards—no personal information such as your address, contact details was disclosed. Our only goal is to provide transparency for other consumers, who have the right to understand the complete context behind your review, rather than relying on one-sided feedback. This practice aligns with the principles of fair market communication and consumer rights to informed decision-making. 3. On Your Unfounded Doubts About Our Handmade Narrative Regarding your comments on our “marketing and pricing associated with a handmade narrative”, we have provided conclusive evidence to refute your doubts: we offer customized services that factory-mass-produced products cannot match, including custom designs from customer-provided images, personalized nail shape adjustments, and size tailoring. We also shared completed order photos from other clients to verify our craftsmanship. Despite this, you continued to update your negative review with biased, unsubstantiated opinions. This behavior is what constitutes a malicious review with traceable evidence. We want to make it clear that we will never compromise on baseless negative feedback, whether it comes from competitors or other parties with ulterior motives. We welcome you to publicly share all email correspondence between us—we are fully confident that these records will prove our claims about your malicious review. 4. On Our Production Process and Final Position Our production process is a proprietary trade secret, and we also uphold the privacy rights of our 32 professional nail artists. That said, we have provided sufficient proof of our handcrafted identity, including our customizable service offerings and positive reviews from satisfied customers—all of which confirm that we are a legitimate handcrafted press-on nail studio. In contrast, your entire argument relies solely on “similar images” from other platforms, with no additional evidence to support your claims. We reserve the legal right to protect our brand from defamation and false accusations. Despite having sent you multiple cases and evidence via email, you chose to ignore all of them. Therefore, we will no longer respond to any further comments from you. Justice speaks for itself. --------------------------------------- 02.27.2026 Due to character limits, this post cannot be published. The negative customer review stemmed from our refusal to provide after-sales service for an order placed two years ago.

Response from ErsanailsFeb 27, 2026

Dear MADISON, We want to take a moment to express our sincere gratitude for your unwavering support since you placed your first order with us on April 4th of last year. It’s customers like you who make our work so rewarding, and we’re truly honored to have earned your trust over the past year. Your positive feedback on Trustpilot is the highest form of recognition we could receive, and we are incredibly thankful for it. At Ersa Nails, we continuously strive to improve our products and services, ensuring we meet the needs of our valued customers. Knowing that we’ve had the privilege of serving you brings us great joy, and we are committed to maintaining and even exceeding the high standards you expect from us. Rest assured, we will keep working hard to provide you with the best possible shopping experience and never let you down. Your continued satisfaction is our top priority, and we are excited to be a part of your journey with us. Once again, thank you for your ongoing support. We look forward to continuing to serve you and exceeding your expectations in the future. Best regards, Flora Customer Service Team Manager Ersa Nails

Response from ErsanailsFeb 27, 2026

Hi Sandy! 🥰 We are thrilled to hear that you love our nail sets so much—15 sets since last month is such an amazing compliment, and it means the absolute world to us! We sincerely apologize for the frustrating experience you had with the solid glue. It truly breaks our hearts that the application didn’t go smoothly for you, and we totally get why this was such a letdown. To help you get the perfect long-lasting wear you deserve, we’ve already sent our step-by-step solid glue tutorial video straight to your email! You’ll find all the pro tips and tricks to make sure your nails stay stuck firmly and beautifully, no matter what. If you have any questions at all while following the tutorial, or if you need any further help with your nail sets, please don’t hesitate to reach out to us anytime. Our team is always here and ready to assist you! We’re also so excited you’ve ordered our Magic Nail Glue Kit—we have full confidence it’ll be a game-changer for you! Thank you endlessly for your incredible support and for sticking with us despite the hiccup. You’re the best, and we can’t wait to see you rock your gorgeous nails soon! 💅 Best regards, Flora Customer Service Team Manager Ersa Nails

Response from ErsanailsFeb 9, 2026

Dear Customer, We appreciate all feedback and would like to provide a clear account of the situation. After your purchase, you reported that one pinky nail piece was missing. We promptly arranged a replacement, which was delivered on January 27th, as confirmed by tracking information. The product arrived complete and in perfect condition. Despite this, you requested a full refund, even though the item was intact and fully delivered. We consider this request to be unreasonable and not representative of normal customer expectations. You also mentioned finding similar products for only a few euros on other platforms. While we respect every customer’s choice of where to shop, our original designs are hand-crafted and frequently copied or imitated online. In fact, unauthorized replicas exist, and we have even encountered websites selling counterfeit versions of our products. Our loyal customers appreciate and trust the authenticity and quality of our handmade items. Regarding your claim about potential allergic reactions to our adhesive, no formal medical or lab documentation was provided. We have offered multiple times to review proper evidence, such as a hospital report or certified lab test, but none was supplied. Refunds cannot be issued based on unverified claims. We take pride in the craftsmanship, originality, and quality of our products, and we remain committed to providing all customers with honest, transparent service. We hope this clarifies the situation and reinforces the value and authenticity of our handmade products. Sincerely, Ersa Nails ——————————————————- Thank you for your feedback. We take product safety and customer health very seriously. Regarding your claim about our product causing contact dermatitis related to acrylic substances, we would greatly appreciate it if you could provide official, evidence-based documentation or test reports that clearly prove our product contains Acrylates and is the direct cause of your condition. We cannot respond to or accept unsubstantiated allegations or rumors. If you have genuine concerns supported by factual evidence, we are willing to look into this matter thoroughly and assist you accordingly. Thank you for your understanding. ——————————————————- All ingredients are clearly listed on our website. If someone knows they are allergic to a certain ingredient and still chooses to buy the product, any reaction is entirely their responsibility. Using this as an excuse to leave negative reviews or demand that we stop selling our products is blatant malicious coercion, and we will not tolerate it.

Response from ErsanailsJan 27, 2026

"Besides that just not being true, as someone who works in chat and email support if your system closes tickets within a certain timeframe, I would suggest reaching out to your customers with an email stating that the system will be closing the ticket out in the next 24 hours and at that point you'd need to reach out via email." "At this point, I would like to get those replacement nails made and shipped to me for free, otherwise I'm simply going to lower my review to a 1 and update it with this information. It's not normally something I would do, but given that what was written isn't true and you guys didn't do the due diligence of following up to let me know the ticket was closing after we'd been messaging back and forth for such a long time I think it's merited." We are sharing this message to be fully transparent about a recent customer situation that may result in a negative review, so everyone can understand the full context. This negative review owner Katie recently claimed in emails that we provided fake screenshots and accused us of failing to offer after-sales service, including nail refill support. However, the facts are: The customer did not reply to our multiple follow-up emails and messages, which led to delays in resolving her request. We always provide nail refill services for all our customers every month — we never refuse refills. We simply have two standard options: free refill (under warranty terms) and paid refill (outside warranty conditions), which is clearly explained in our policy. Despite knowing the delay was caused by her lack of response, the customer threatened to leave a 1-star review if we did not provide a free refill outside our warranty policy. We want to assure all customers: We stand by our after-sales service and will continue to assist every buyer fairly and in line with our stated policies. Negative reviews in this case do not reflect the quality of our products or our genuine efforts to support customers. ——————————————————- “They sent me an email to the email I use for shopping and promotions and never check unless I'm looking for something after an extensive conversation on instagram that they stopped replying to.” We have already provided clear email screenshots as evidence. At no point in our email did we state that the customer’s Instagram photos were fake — that claim is completely untrue. Our email system and Instagram are two different platforms. As clearly explained in our message, if there is no reply within 7 days, the ticket is automatically closed by the email system. This is standard practice for many customer service systems. We are not familiar with the system the customer personally uses, but it is unrealistic to assume that there is only one universal system used worldwide. In this case, the lack of follow-up occurred because the customer did not check or respond to our email. Responsibility does not lie with us. Additionally, whether it is for custom sizing or refill services, we have clearly stated on our homepage that customers must contact our customer service team directly before proceeding. The customer did not follow this instruction. Instead, they chose to leave a negative review while refusing to acknowledge their own oversight. We have repeatedly informed all customers that Instagram is not our official customer service channel and does not have the authority to directly process or manage orders. Order-related matters must go through our official customer support system. We stand by the facts and the evidence already provided.

Response from ErsanailsJan 27, 2026

Dear Nanouk , Thank you for taking the time to leave your feedback. We sincerely regret that our press-on nails did not meet your size expectations, and we’d like to clarify the key details regarding your order for full transparency. Our size chart has prominent red highlighted notes that explicitly state the short almond shape requires ordering one size up—all three styles you purchased are short almond shapes. This critical sizing reminder is clearly displayed on our product page for all customers to review before purchase, and our customer service team is always available for pre-order size inquiries, which were not utilized in this case. As outlined in our Return & Exchange Policy (clearly posted on our website), press-on nails are a personal body-contact product. For strict hygiene and safety standards, we do not accept returns or exchanges for such items—all products we ship are 100% handcrafted brand new for each order. Our press-on nails are all handmade (not mass-produced by machines), so we cannot accommodate size exchanges caused by unintentional oversights in pre-order selection. We have already provided a detailed explanation of the above policies and sizing guidelines to you, but we understand you may not agree with our response. We always strive to ensure our customers are fully informed of product details and policies, and we will continue to optimize our pre-order reminder prompts to help customers make more informed choices. Thank you for your understanding of our hygiene standards and handcrafted product constraints. Best regards, Ersa Nails

Response from ErsanailsFeb 4, 2026

Hi Freya, We’ve just sent you an email regarding the issue you mentioned. Could you please share photos of the problematic product? This will help us assist you more efficiently. Kindly check your email inbox (including spam/junk folders) and reply to us at your earliest convenience. Thank you for your cooperation! Best regards, The Ersa Nails Team ——————————————————- Hi Freya, Hope you’re having a lovely day! Just a gentle reminder that we sent you an email on February 4th asking if you could share some photos and videos of the product you mentioned having issues with. We still haven’t heard back from you yet, and we really want to get this sorted out for you quickly and effectively! Could you please check your inbox (and spam folder, just in case our email got lost there) and send over those materials at your earliest convenience? Having visual references will help us understand the situation right away and provide you with the best possible solution—including a smooth refill process if needed! Thanks so much for your help, and we can’t wait to hear from you soon! 😊