Katie B.
Horrible Customer Service, Great Product
I really loved the nails that I got, but I have odd sized nail beds and one of my fingers just wasn't big enough. I rebought the sets in the same size to take one of the bigger sizes and put it with the other set to make it work and then I was like, you know what? I'll just reach out to customer service to see if I can just pay an extra fee in the future to get a nail size swap out since they do have a listing for custom changes to their products. I went through the whole process, was super polite, provided my order numbers, explained what I wanted, they said that they could do that and then right at the end of the process COMPLETELY ghosted me. I messaged them four more times afterwards all very polite (I don't talk bad to customer service, I work in customer service) asking for updates and next steps and never got anything back. I'd already spent hundreds of dollars with them so it was such a bummer. I definitely won't be purchasing from them again if they can't take the time to send me a message that simply says 'Unfortunately we can't accommodate you at this time.' All that said, the nails are very pretty and the product works well if you get the gel instead of the stick on tabs. Update: Them saying that I sent a fake image is bananas. I just screenshot Instagram. 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. I can't find the first email that they screenshot that they sent. It doesn't mean it isn't real, but I did not get it. I only saw their second one when they messaged me again on instagram after I wrote this review and after not replying to my several messages trying to complete the process there. Their policy apparently says that the refill service needs to be done via email but if you go to their help option it says you can reach out for help via Instagram. At no point did they tell me I was going through the wrong channel in Instagram. I still do not understand why I was not replied to on the platform I reached out on after I sent a reply, got nothing back (through instagram, I'm still not sure why I did not get that first email in my inbox though from their screenshot it does appear they did) messaged again 8 days later with a standard 'Hello?' Then again four days later saying I was hoping to get them for Christmas, then again 6 days later asking for a response so I could finish the process we'd started. The next reply was of a screenshot of their emails through their ticketing system so it **was** possible for them to answer me, if only to tell me we needed to complete the process via email. What I don't appreciate is being told that my picture of my instagram responses isn't real. Ain't nobody got time to make a fake image over four replacement nails, I'm a working woman. Will not be buying again, but you can keep your star even though you're trying to paint me as a malicious liar despite my cooperation in answering your questions since November 6th, all the way until you stopped answering.
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.