A New York City resident's experience with a $323 manicure, including tax and tip, has prompted widespread discussion and outrage over the pricing practices of some nail salons. The customer, Katrina Schollenberger, sought a hard gel manicure with a French ombre and chrome finish, inspired by the "glazed donut" look popularized by Hailey Bieber, at Akiko Nails on Manhattan's Lower East Side.
Schollenberger anticipated a cost of around $150 for the service. However, upon completion of the approximately 1 hour and 20-minute appointment, she was presented with a bill of $260, which totaled $323 after a 20 percent tip. Her subsequent inquiry into the charges revealed an itemized breakdown: $30 for dip powder removal, $7 for an extension, $63 for a hard gel overlay on nine fingers, $65 for a solid gel color, $20 for airbrushing, and $75 for "semi-moderate art." The salon stated that the design incorporated two techniques, ombre and chrome, categorizing it as semi-moderate art.
Mangement at Akiko Nails maintained that their pricing was accurate and posted on their website, and that the service requested differed from what was booked. Schollenberger, after researching other salons, found that her chosen establishment appeared to be among the most expensive in the city. For comparison, a Japanese gel manicure with removal and nail art at Kirei House in New York City could cost around $90, with art ranging from $10 to $30.
After a month of communication with the salon, Akiko offered a $30 refund as a "gesture of good faith." Schollenberger shared her experience on Reddit, where hundreds of users responded with similar stories of feeling overcharged and encountering unexpected fees. Many commenters expressed shock at individual charges, such as $30 for removal and $65 for a solid gel overlay.
New York State law requires nail salons to conspicuously post their prices, but Schollenberger's experience suggests that customers may still be surprised by the final cost, particularly when additional services or complex designs are involved.
The discussion also touched upon other customer service issues, including a $30 deposit for a powder manicure that was canceled because the salon owner "overslept," and a colleague's thumb infection following a manicure from a five-star salon.
A significant point of contention for many consumers are hidden fees, such as cancellation policies, no-show charges, deposits, and late-arrival penalties, which are often not fully understood until after the service has been rendered or an appointment is missed. Akiko Nails' policy, for example, requires a doctor's note to waive a cancellation fee for illness, with the fee equaling the full cost of the service.
While current legislation like the REDUCE Act, aimed at requiring conspicuous posting of salon prices and additional charges, is still under consideration and not yet law, regulatory bodies are increasingly scrutinizing such practices. The Federal Trade Commission (FTC), for instance, has taken action against hidden fees in other sectors with its Unfair or Deceptive Fees Rule, which mandates the disclosure of mandatory fees as part of the advertised price for certain services like live-event tickets and short-term lodging. Although this rule does not directly apply to nail salons, it reflects a broader consumer protection principle of truthful fee disclosure.
Some industry professionals advocate for greater transparency. Jessica Dickson, a mobile nail technician with 30 years of experience, emphasizes upfront pricing to build client trust. She noted that the cost of nail art can escalate based on time, intricacy, and materials, and technicians should clearly communicate these prices to avoid client surprise.
David Han, owner of Peony Nail & Day Spa in New York, recommends an itemized menu and advises technicians to reiterate the expected total cost before starting a service. He also suggests that any changes to the design or necessary additional work should be paused for client approval of a revised price. Han recommends that customers ask for an all-in total before tipping and before agreeing to any extras, stating that clear pricing benefits both the customer and the salon staff.
Schollenberger concluded that she will prioritize confirming the final price before commencing any future manicure appointments.