ComplaintsforJen Evoy Makeup Studio

• Initial Complaint

  20/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Gave a deposit of $474 Sept 2019 for a June 2020 wedding date. The wedding date was postponed 3 times from June 13th 2020 to April 3rd 2021 to June 13th 2021 and finally to October 24th 2021 due to the pandemic. I asked for the option to receive a credit/voucher in July 2021 as it appeared unlikely my October 24th 2021 wedding date would be able to proceed safely. I was told that they could only credit $100 towards services. Due to rising case numbers and new restrictions in Ontario, I asked again for a full credit of my deposit be issued in Sept 2021, I was told that the only option is to pay the remaining balance (another $474) and receive a credit expiring December 2021 or to receive $100 and forfeit the remainder of my deposit. They are asking that I release the October 24th 2021 date asap so that they can book another appointment in that spot, which leaves them with money from the new booking and my deposit for a service that was never rendered. *****************************

  Business response

  28/10/2021

  Business Response /* (1000, 7, 2021/10/21) */ To whom it may concern, Our studio's policies and documentation provided to clients all state that deposits are non-transferable/non-refundable. That policy was reasonably amended during times of forced closures and clients were communicated their options as the COVID-19 pandemic progressed. Once weddings resumed and we were no longer facing forced closures (force majeure) we resumed services, and fairly expected clients to respect their bookings that were now permitted to take place. It has never been our policy to repurpose deposits as deposits made are for a unique date and time slot, again something communicated in all documentation from the outset. We respect both our clients and staff, and it is not fair to hold/reserve their time and services only to clear their schedule leaving them without a day's work. Therefore if a client tells us they no longer want to use our services on the date they contracted us for we no longer hold them to the remaining 50% balance owing, and the deposit is processed as a cancellation fee. We are a fair and ethical company that has a great deal of respect for our clients and staff members. This is the very reason we provide our policies from the outset. Our policies are mutually beneficial to both client and Jen Evoy Makeup studio. We are loyal to our clients and respect contracted dates and times, and we expect the same in return. Consumer Response /* (3000, 9, 2021/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) My event was not permitted to take place as previously planned due to the pandemic, which I tried to communicate to your studio numerous times, yet I still was not offered a refund or the ability to use my entire deposit for something else within the studio. We are in an ongoing state of change and the regulations within Ontario have been altered numerous times - to not allow clients to repurpose deposits during this time is tone-deaf ******************. The pandemic restrictions have not ended and continue to effect the ability to hold weddings. Your inflexible policies reflect an inability to listen to your clients and address their current needs. You say that you respect your clients, yet as a client I was extremely mistreated by several members of your staff, my emails went unanswered for weeks and I was insulted by your owner over the phone. This does not sound like the conduct of a fair or ethical company. Business Response /* (4000, 11, 2021/10/26) */ Hello, We agree circumstances have changed rapidly but personal care services and weddings have been operating since entering step 3 on July 16/21 and we have serviced many bridal parties, photoshoots, engagement shoots and the like. This client asked us to make an exception in her case, and when asked what was the reason for cancellation was she refused to tell us. Weddings have been taking place since July 16/21, dancing is permitted, capacity is at a high reasonable amount of 75%, personal services are permitted and as such this cancellation is not due to COVID restrictions. We understand that things are not as they were pre-pandemic;however, it is unclear if and when things will return to "normal" again. As a business we must continue to operate in an organized manner with set policies and contracts in place. We have our policies and contract which we highly respect and clients agree to the terms contained within by setting a deposit. Our client's set date was Oct 24/21, this is a date where she and many others were booked. The other bookings on that date were a great success. We understand Ms.****** didn't wish to go ahead with her celebration on that date but we could not grant a refund or a date transfer as this was a special consideration made only during times of forced closures, a situation we have not been facing since entering step 3 of the reopening plan. We understand there are many factors involved in event planning and at times plans are changed, but in fairness to all our clients and our staff we uphold the integrity of our commitment and policy.

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