ComplaintsforEuropean Wax Center

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/5/2022, I purchased (1) student wax pass for the underarms and (1) student wax pass for the lower legs. Each wax pass contains 4 prepaid wax sessions at a discounted student rate. The total for this transaction was $234.00. On a separate transaction, I was charged for (1) bottle of ingrown hair serum that was pushed on me due to all of the ingrown hairs resulting from the services rendered on 4/5 and a Brazilian wax discounted at 50% off for a total of $85.96. On 4/5, I redeemed (1) of the (4) sessions from each wax pass and the half off Brazilian wax service. Prior to paying for any services, I confirmed that each wax service includes a free touch up within 5 days from the service, for each area on which waxing services were performed, with *******, who is the front desk rep who took both transactions. I have been a customer a various European Wax Centers since 2016, so I am very well versed in their policies and procedures. I did my due diligence to ensure nothing had changed, post-covid, prior to agreeing to and paying for services. I attempted to redeem my touch up, 5 days later on 4/10 when I attempted tonredeem the promised touch up services, I was told by Ashley that a touch up had to be approved by the waxing technician on the day services were intially rednered, which is impossible because there is no way to know if a touch up is needed immediately after the service. This was also not disclosed by ******* then I confirmed the touch up policy at the time of joining. If I was in true need of the ingrown serum they sold me, I had ingrown hairs and regrowth by the 5th day, which indicated a touch up was needed. I immediately escalated and requested a full refund since I was denied redemption of the full services promised when payment was rendered, which included touch up sessions within 5 days, for each of the (3) areas in which services were performed on 4/5. Partial, inaccurate refund was issued after Manager Paige called me and behaved unprofessionally.

  Business response

  04/26/2022

  The requested resolution is a refund. I have already processed as package refund for this guest. 

  See attached.

  Customer response

  04/26/2022

   I am rejecting this response because: an inaccurate refund was issued, which required me to file a dispute with my financial institution, which is currently in process. This business has been nothing short of unprofessional, unethical, and dishonest.
  
  

  Business response

  05/03/2022

  We are responding to the second notice letter from the Better Business Bureau. The requested resolution is a refund. I have already processed a package refund for this guest. I have attached the image of the refund as well. The guest does not believe the refund is the correct amount. 

   

  Wax Pass refund break down:

   

  Guest paid $234 total for a 4-visit underarm and a 4-visit lower leg; Guest used 1 of each pass. Each service was calculated at full cost and subtracted from what the guest paid in total (Underarm 28 +lower leg 50 = $78) (total paid $234 - total used $78 = refund to guest of $156) This was refunded back to the guest Visa card ending in 4265 and was processed on 4/12/22.

   

  We have sent out our response by mail on April 19, 2022. Please let us know if you need anything else.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩