ComplaintsforThe Brow Shop

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I believe ***** at The Brow Shop is conducting shady business. I went to get my eyebrows done by her. During the consultation, she examined my eyebrows and gave me a price. She then said I would have to come in for a touch up in 3 months and after that it will be a yearly touch up, which I was ok with. I went for my first appointment and then the touch up. Both of which she wanted to get paid cash or Zelle. After the touch up I was surprised when she said I needed another one, I waited for my eyebrows to heal just so I can see if I needed another one. To my surprise my eyebrows weren’t getting any better and I had already spent money on a service that I was unsatisfied with and therefore wanted to cancel my appointment. After the last time I was there she said the deposit was to hold my appointment since I no longer wanted to keep the appointment and I canceled with enough time she refused to give me my money back. She said I get nothing for free. Free? That deposit was for a future appointment and had received no service yet. I paid for my previous services. She kept harassing me with messages and phone calls after I had told her that I wanted no contact with her unless it was to get my money back. I want my money back! She is pushy. Nothing of what she stated in the previous complaint reply is true. She DOES NOT give a proper explanation about different types of skin that may require additional touch ups. Beware of this business. There may be a possible lawsuit with this business in the future.

  Business response

  03/02/2022

  Hello ******,
  
  This is The Brow Shop management responding back to the complaint filed by this previous client.
  The complaint she filed has false information and we do have proof of complete service for this client. Her service dates back to June- July of 2021 and she had signed a consent form agreeing to move forward with her service and the consent form states clearly there is a Non refundable policy for any current or future services provided and she had signed that form, agreeing to that policy and had moved forward with the service.
  
  We do not run a "shady business" as she stated, every client has a consultation and is provided all the information needed in order to make a decision by the client whether they would like to move forward with service or not. No one pushes anyone to get service done, it is up to the client. Also our policy is the clients have to pay up front before the service is provided for them so there are no surprise fees and the client is aware of how much they agree to pay in order to get the service done.
  
  There was no harassing the client with phone calls or messages like she stated, she sent a message through instagram wanting to cancel her appointment and we needed more info and needed to ask her the reason for the cancelation, but she would not answer her phone and she did not give any information on why she wanted to cancel, only sent out text messages back and forth. She wanted her money back because it seemed like she did not want to come in for a touch-up earlier, so we gave her the option to push it back for a later date but she did not want to and only wanted her money back. We had made several attempts to try to make this client happy and nothing seemed to have pleased her, including offering her another complimentary touch-up at no cost to her and she just wouldn't accept it. We truly care about our clients and always want them to be happy but we also have to set boundaries and policies for our business and returning money back for service provided is not an option, that's why we always make sure we give the client time to think about it before making a decision, and the decision is always up to the client, never ours. Every client is different depending on their skin type and we do not write in stone when your boost touch-ups have to be done. Some clients require to do is sooner and some later, depending on how they maintain their eyebrows and that's why we are flexible with dates. We always do our best to work with the clients needs and schedules. 
  
  All proof of this client's messages and before and after pictures are available including her consent form signed by her and also her messages on Instagram stating how much her brows "look fabulous" and how she was really happy with the results are available upon request if you need to see them.
  
  Consultation Date: June 10,2021
  Initial service date: June 18,2021
  Touch-up date: July 12, 2021
  Boost Touch-up: December 2, 2021
  
  If you have any other questions, please call us at :  ###-###-#### and you can talk with *****.
  
  Thank you.
  
  The Brow Shop
  

  
  

  Customer response

  03/02/2022

   I am rejecting this response because:
  I would like proof that she did in fact offer a complimentary service and that she did in fact kept calling me and sending me messages AFTER the fact I had told her not to. Ask anybody that has gone to her and they will all tell you that she wants you to post a review on Yelp and isn’t happy with you when you refuse. There is something wrong with this lady. I have the messages and the phone calls as evidence after I told her not to call me. I know it didn’t happen unless there is proof and with her I needed everything in writing with her.
  
  

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