Ersanails Reviews 144

Reply from Ersanails

Dec 23, 2025

We are writing to formally clarify the facts concerning the negative review posted by the above-mentioned customer on Trustpilot, in order to present an objective and accurate account of the entire matter.

According to our official order management system, the customer’s most recent order was placed in August of this year. A comprehensive review of our email correspondence archives confirms that the two follow-up emails sent by the customer were exclusively regarding logistics tracking updates. At no point during the entire communication process did the customer raise any concerns, complaints, or feedback related to product quality via email.

Subsequent to the order fulfillment in August, our team provided the customer with two rounds of complimentary support services in good faith:

In September, when the customer claimed that they had not received the order, we arranged a full reshipment of the entire order without requiring the customer to provide additional verification materials to confirm the non-receipt claim.

In October, we proactively offered the customer a free nail refill service to ensure their satisfaction with the products.

It is now December, and the customer has been using the products for a period of four months. It is highly regrettable that the customer has chosen to post such an unjust negative review on Trustpilot at this juncture. We find it difficult to comprehend such an act of blatant bad faith.

The platform’s name, “Trustpilot”, is rooted in the core value of trust—a value that underpins all fair and legitimate interactions between businesses and consumers. The customer’s current behavior, however, runs completely counter to this fundamental principle. We sincerely believe that such actions not only undermine the credibility of the review platform but also disregard the efforts and goodwill that our team has extended. We feel profound disappointment at this unethical conduct.

Reply from Ersanails

Dec 23, 2025

Dear Customer,

Thank you for sharing your thoughts on your order experience.

Here are the key facts: Our website clearly states that custom nail orders take 4–7 business days to produce and 5–8 business days to ship, excluding weekends.

Your cancellation request was submitted after your package had been dispatched to the carrier. For cross-border shipments, carrier protocols prohibit the recall of parcels in transit—this is not a decision made by our team.

We adhere strictly to our published policies to ensure transparency and fairness for all customers.

Best regards,
Ersa Nails

Reply from Ersanails

Dec 9, 2025

Hi Vipul Chandel,

We are writing to formally respond to your repeated requests for a refund for Order #58139, and to clarify our position in accordance with our official after-sales policy.

As previously communicated multiple times, we have confirmed via the logistics data provided to you that your order was successfully delivered on December,04,2025 to the address you registered . We have also shared the full contact information of the logistics carrier iMile, contact details:+600566221 to assist you with any delivery-related inquiries.

Despite our provision of complete logistics proof and carrier contact information, you have not attempted to contact the carrier to verify the delivery status or file a formal claim, nor have you provided any evidence to support your claim of non-delivery (such as delivery confirmation records from your residence, surveillance footage, or a written statement from the property management/carrier confirming undelivered items).

Our after-sales policy clearly stipulates that refunds for “non-received” orders will only be processed when: 1) the carrier confirms the order was lost or undelivered; or 2) the customer provides valid evidence proving non-delivery. Since your request fails to meet either of these criteria—you have ignored the available logistics evidence, declined to engage with the responsible carrier, and provided no supporting documentation—we are unable to approve your refund application.

To draw a parallel: this is equivalent to requesting a refund from a store simply by claiming “non-receipt” after the courier has confirmed delivery to your address, without contacting the courier to resolve the issue or providing any proof of non-delivery. As the seller, we no longer hold possession of the product once it has been handed over to the carrier and confirmed as delivered;

therefore, we cannot process a refund under these circumstances.
We urge you to contact the logistics carrier immediately using the information we provided to investigate the delivery status. Should the carrier confirm the order was lost or undelivered, or should you obtain valid evidence of non-delivery, please share this documentation with us, and we will revisit your request in accordance with our policy.

We wish to emphasize that while we fully acknowledge your right to seek resolution for your concerns, mutual respect is fundamental to all communication. Regrettably, your repeated use of disrespectful and inappropriate language in previous correspondences is unacceptable and creates an unnecessary barrier to constructive dialogue. Our customer service team is committed to assisting customers with professionalism and patience, and we equally deserve to be treated with courtesy and respect. We reserve the right to limit or suspend communication if disrespectful language persists, as we strive to maintain a respectful environment for all parties involved.

This decision is final and based strictly on our after-sales terms and the available factual evidence. We appreciate your understanding and cooperation.

Sincerely,
Flora
Ersa Nails Customer Service Team

Reply from Ersanails

Dec 9, 2025

Hi Franchesca Ilagan,

Thank you for contacting us concerning the status of your order. We highly appreciate your patience and understanding as we strive to ensure your order adheres to our stringent quality standards.

First and foremost, we would like to clarify the timelines that were explicitly communicated to you at the time of your purchase. Our production process typically requires 4-7 business days, and our standard shipping service also has an estimated delivery period of 5-8 business days. Please note that "business days" refer to Monday through Friday, excluding Saturdays and Sundays.

For additional details, you may refer to our complete shipping policy via the following link:https://ersanails.com/pages/shipping-policy. Based on the order date you provided, your order remains within the normal delivery timeframe. Please be kindly advised that we do not accept rush orders; therefore, we sincerely request your continued patience. We will exert every effort to ensure your order is processed and dispatched promptly.

Should you have any further questions or require additional assistance, please do not hesitate to contact us at your convenience. We are committed to providing you with timely support.

Sincerely,
Flora
Ersa Nails

Reply from Ersanails

Nov 27, 2025

Hi Anastasiia Komolova,

We are writing to formally follow up on your order #56155. As previously confirmed via email on yesterday, we have successfully processed the cancellation of your order and issued a full refund to your original payment method. and the funds should have been credited to your account within 3-5 business days as per standard banking procedures.

We wish to address the misleading claims you have made about Ersa Nails in public forums subsequent to receiving the refund. We are perplexed by these allegations, as our team fulfilled all obligations regarding your order cancellation and refund in a timely and transparent manner. To substantiate our compliance, we have retained complete email correspondence records—including the initial refund confirmation, order cancellation details, and our responsive communications with you—which we are prepared to disclose as evidence if necessary.

Ersa Nails upholds the highest standards of integrity in all business operations and values the trust of our customers. We take false or defamatory statements that harm our brand reputation seriously. We kindly request that you cease making misleading claims about our company in public spaces immediately.

Should you continue to disseminate inaccurate information that damages Ersa Nails' reputation, we reserve the right to take all necessary legal measures to protect our legitimate rights and interests, including but not limited to pursuing legal action for defamation.

We remain committed to resolving any genuine concerns you may have. If you have not yet received the refund or require further clarification, please contact us directly via email, and we will assist you promptly.

We trust you will act responsibly to rectify this matter. Thank you for your attention.

Sincerely,
Flora
Ersa Nails

Reply from Ersanails

Updated Nov 20, 2025

Hi Claire,

We are writing to further clarify the issues you raised regarding product size selection and the refund request, and to seek a reasonable resolution based on factual information and our service terms.

First of all, we would like to reiterate how to choose the correct product size: we have provided extremely clear size instructions for all products, and we also sent you the corresponding detailed size guide link. According to our email records, you did not consult any questions about the size before placing the order. This oversight led to your failure to notice the unique characteristics of the short almond style, which is not our responsibility. We have always made every effort to provide comprehensive product information to help customers make appropriate purchasing decisions, and the prerequisite for this is that customers fully review the relevant instructions or consult us in a timely manner when in doubt.

Secondly, you have been emphasizing that the product quality is not up to standard and thus request a refund. You also stated that you have thrown the product into the trash. However, you only provided photos of your hand, which completely failed to show the specific problems of the product as we requested in the first email. More importantly, we have not received the returned product yet. It is hard for us to understand why we should provide a refund under such circumstances. Does this mean that you expect to use the product for free after using it? In addition, it is clearly stated on our homepage that due to hygiene and cleanliness reasons, we do not accept product returns or issue refunds for used products. This is a basic service standard to ensure the health and rights of all customers.

Finally, we must solemnly remind you that if you continue to slander our brand on various platforms and even through your bank, which infringes on our reputation rights, we will be forced to take corresponding measures. This includes publicly disclosing the complete email communication records between us and reporting your malicious refund behavior to your bank. We have always respected the legitimate rights and interests of customers, but this does not mean that we will bear the consequences for problems caused by your improper operation and use after you have used the product, especially when you cannot provide any videos or photos to prove the so-called "product quality issues".

We still hope to resolve this matter through friendly communication. If you have any supplementary materials that can prove the product problems, please provide them to us immediately. We will re-evaluate the situation based on the materials. Looking forward to your reply.

Sincerely,
Flora
Ersa Nails

Reply from Ersanails

Updated Nov 10, 2025

Hi love,

I’m reaching out to follow up on my request for additional information sent three days ago. This information is essential for us to efficiently address and resolve your issue.

We haven’t received your response yet and wanted to check if you need any clarification or assistance with providing the details. Could you please contact us at your earliest convenience to share the required information or update us on your status?

We’re committed to resolving your matter promptly and appreciate your support.

Best regards,
Sky
Ersa Nails

Reply from Ersanails

Updated Nov 5, 2025

Hi love,

We sincerely apologize for any inconvenience caused by this matter. Thank you for providing your order details – they have been extremely helpful for our verification.

After checking our records, we can confirm that the relevant email was sent to you as scheduled. To ensure we address your product concern promptly, we have recontacted you via email.

Could you kindly share a short operation video that shows the product issue? This will allow us to verify the situation thoroughly and provide an effective solution as soon as possible.

Please feel free to reach out if you have any questions or need further assistance. We appreciate your patience and cooperation.

Best regards,
Sky
Ersa Nails

Reply from Ersanails

Updated Nov 3, 2025

Hi love,

Hope this email finds you well!

We’re reaching out with a gentle follow-up regarding your order. Previously, we requested some necessary information to address the issue you encountered, but we haven’t received your response yet.

We truly want to resolve this matter for you promptly — it would be greatly appreciated if you could reply to this email at your earliest convenience. Working together with the required details, we can quickly find a satisfactory solution tailored to your needs.

If you have any questions about the information we requested, or if you need further clarification, please don’t hesitate to let us know. We’re here to assist you every step of the way.

Thank you for your time and attention!

Best regards,
Sky
Ersa Nails