Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent me an offer for a complimentary haircut, however this promotion had some exclusions that weren't clear to me. However, I did not receive a service from this establishment, I was turned away for the texture of my hair. They failed to explain the exemptions of the services they were able to provide, and they go on to lie about phone calls and messages exchanged between their staff and myself. Claiming I refused to send pictures or didn't speak with any staff on the phone before the day of my appointment. Emails were then exchanged where their HR manager proceeds to tell me to go to anger management and that I only seek free services from them. The entire experience was very unprofessional especially coming from their ***************** after I was only trying to seek clarification on the subject

  Business Response

  Date: 06/28/2024

  Divine Designs Salon & Spa is one of the largest privately owned salon & spas in *************** serving an average of 800 Hillsborough County residents per week.  We enjoy one of the highest service ratings in our industry, a 4.6 rating on ****** with almost 1600 guest reviews and over ****** local fans on our local social media site.  Its important to add the facts to put this complaint in proper context. The complainant scheduled a promotional complimentary service which specifically excluded ethnic/textured hair services.  The guest checked in and was informed that the promotion excluded her hair type and was provided a copy of the exclusionary disclaimer in the promotion.  She became disruptive and was asked to leave.  Communicating with management by email, the complainant uttered threats, sanctionable under Florida Statutes ******, of informing others and, in fact, used multiple pseudonyms to post negative reviews that alleged racism and false advertising.  As a result of these actions, the complainant was blocked from any further communication and was permanently banned from receiving any further services at Divine. This issue is closed as far as we are concerned.

  Customer Answer

  Date: 07/16/2024

  Please see attached response.

  Business Response

  Date: 07/16/2024

  The Complainant has been permanently banned from receiving services at Divine due to her disruptive and abusive language used with staff as well as extortive threats uttered and no amount of deflecting from her actions and language would suffice to reconsider the permanent ban.  As far as this business is concerned, the matter is closed.

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter was backer acted this week and i was unable to get to ****** Designs regarding a scheduled appointment that was NEVER confirmed after numerous calls. I was still charged a full service fee. I would understand charge if appointment was confirmed. However I never confirmed appointment. This is unfair.

  Business Response

  Date: 04/22/2024

  RESPONSE: Divine Designs Salon & Spa is one of the largest privately owned salon & spas in *************** and enjoys one of the highest service ratings in our industry, a 4.6 rating on ****** with over 1400 guest reviews and almost ****** local fans on our local social media site.  Its important to actually add facts to put this complaint in proper context. This complaint is for a missed reservation fee charged in accordance with our written and verbal guidelines to which the complainant agreed when scheduling services at Divine as well as in writing when providing her form of payment for the aforementioned reservation.  Contrary to the guests statement, the attached log shows that she received multiple reminders and confirmations of her scheduled reservation as recently as 48 hours prior to the scheduled date then failed to appear for her reservation as scheduled.  She also states that the reservation was not confirmed, this too is contrary to the actual process whereby the guest is allowed to cancel a reservation by providing 24-hour prior notice or simply responding to a confirming text message sent 48 hours prior by inserting a cancel reply to the text message, she did neither. She was therefore charged the appropriate fee for a missed reservation. It should also be noted that we had previously provided an exception to the guest for a missed reservation charge because she stated she had never confirmedher reservation. She was informed at that time that she should always leave a voicemail,send an email or a text at least 24-hours prior to any scheduled reservation if she does not intend on keeping the reservation, so no further exceptions can be made for this guests failure to appear. This matter is closed as far as this business is concerned and the fee stands as charged.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21600897
  
  I am rejecting this response because: Appointment was never confirmed as they left several messages which I did not get to as I was dealing with personal affairs. 
  

  I attempted to reach them which staff member advised emails were sent to management and I had 0 follow up from management. 
  

  I am seeking full refund as no services were completed no did I confirm appointment with the Salon. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/23/2024

  The response of the complainant fails to take into consideration the proof submitted that both emails and text messages were sent as reminders and confirmations of the reservation and is a redundant statement which is not based in fact.  All reservations made at Divine Designs require an agreement with our ************* policies that include a cancellation or missed-reservation fee.  We maintain audio-recordings of reservations made telephonically which clearly state our policy during the reservation process and any disputed claim for a valid and permitted charge under our missed-reservation or cancellation fee policy is properly rebutted with written and telephonic records that confirm the complainant's agreement, both electronically and verbally, with our policies.  This matter is closed as far as this business is concerned.

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21600897
  
  I am rejecting this response because: although text or emails were sent requesting confirmation of appointment. Appointment was never confirmed. I immediately contacted spa and requested a call from management and no one ever called. If I would have confirmed appointment I understand the charge but at no time did I communicate with any staff confirming appointment. Email or text was not confirmed of me being able to go.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date 3/14/23 This was a $247.00 Gift card I was using for a massage, facial and pedicure. Everything was fine with the exception of the pedicure. The nail tech was using unsanitary tools. One of the tools had another persons dead skin on it. I asked the girl not to continue with the rest of the service except polish my toes because she had already taken the polish off that I came in with. I expressed my concern with the girl at the front desk about the unsanitary tools and she did not seemed concerned nor expressed the real concern to management. This is a health issue which I will report to the **** of health. With that being said not only did I not get an apology but I got an email from customer relations that said I can no longer use their spa for any services being I was not satisfied with the pedicure. They do not care about the customers concerns or health what so ever. I think this was handled in poor taste. I do not have a receipt as it was a gift certificate but they have my information on file.

  Business Response

  Date: 03/20/2023

  Divine Designs Salon & *** is one of the largest privately owned salon & spas in *************** and enjoys one of the highest service ratings in our industry, a 4.5 rating on ****** with almost **** guest reviews and almost ****** local fans on our local social media site.  Its important to actually add facts to put this complaint in proper context. Contrary to the complainants statement, Divine Designs Salon & *** services over 800 guests every week and its sanitization processes exceed those established by the ***** of *********** and the **************************************************** with respect to any tools or equipment being used by our associates and within our premises. With respect to our nail-spa, we thoroughly and completely sterilize our tools and equipment between guests and, since our inception in ****, we have not failed a single Health & Sanitary inspection nor have we ever had a report of any transmitted bacteria proven to originate at Divine Designs.  The complainants permanent ban was not based on her unmerited complaint about the sanitary condition of a buffing tool, it was as a result of the complainants inappropriate behavior and language during and following her service. We had multiple guests complain about the manner in which she spoke with our service professionals, refusing them the opportunity to properly complete the procedures which are required as part of the services selected and the offensive language she used reprimanding them for doing their best in servicing her with the five-star hospitality and manner in which they are trained. The ban was instituted when we reviewed the video and audio recording to corroborate the complaints received from guests and ultimately from the service professional who she left in tears because of her dismissive and offensive language. This type of guest behavior is simply not tolerated at Divine. While we value our guests tremendously, we value our service professionals equally and we have a no-tolerance rule for those guests that believe they can belittle service professionals with impunity at this facility.  The complainant received all of the services she requested and for the sake of good order was provided with a discount for her complaint, unmerited as it was.  We consider the matter closed and the ban, which extends to her and any member of her household or family, is permanent and not subject to further review.

  Customer Answer

  Date: 03/21/2023

  I have never had any intentions of wanting to go back to that spa as it was unsanitary and tools have not been cleaned.  My complaint was that there was dead skin on the foot ****** the technician was using.  They could have gone in there and inspected it at that moment but they chose not too which tells me they have no customer service skills.  They keepp saying they never failed an inspection, well there is a first for everything.  They keep talking about the 4.5 star review that just tells me there were others not satisfied with something because it is not a 5 star review.  They did not even say they were sorry when I went to the desk to tell them as if they were not in shock I had a complaint.  I wet in for 3 services and left with 2 services.

   

  ***************************

  Business Response

  Date: 03/21/2023

  The only "first" here is to respond to a ** native that thinks she is still entitled to a ** attitude in *******.  Madam, being rude, arrogant verbally abusive to employees of locally owned businesses may be normal for you in ******** but in ******* we take care of our staff and our guests with equal emphasis and we insist that our guests also be civil when speaking or interacting with our employees - you have brought your "Bronx" attitude with you to *******, kindly ship it back or move back, we're fine here without this type of aggressive, rude and arrogant behavior in *******.  We are done with this complaint and this complainant.

• Initial Complaint

  Date:07/25/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: 07/23/2022 Time: 9:00AM - 11:00AM Location: Divine Designs Salon & Spa Brandon, FL Stylist: Brandy S Client: ***** ***** The stylist did not perform the service as agreed upon in writing through Instagram on June 20 and verbally in person on April 30 and July 23. The service requested was partial subtle red highlights with a hair cut. The stylist was provided 3 times with a photo of the requested service of highlighting style and hair color. The stylist added an additional service of $90 towards the final bill without my consent. The stylist did the opposite of the requested service and highlighted my entire hair vibrant red at the middle of my head without my consent. The stylist also did not perform the requested service in the allocated two hour time slot. There were multiple other issues with this service at the salon that can be provided to BBB if required. I requested a full refund of $246.33 with the salon management through email as required to document an issue with service. The corporate administrator, Sam R sent multiple threats of violence towards me and my employer in several emails. I requested multiple times Mr. R did not contact me as he was not authorized to speak on behalf of the owner and the acts of violence were unwarranted for a customer requesting a solution and refund for an issue caused by a company.

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 5, 2022/07/26) */ Contact Name and Title: Sam R. Contact Phone: XXXXXXXXXX Contact Email: ***********@DivineSalon.com Divine Designs Salon & Spa is one of the largest privately owned salon & spas in Central Florida and serve an average of 700 Hillsborough County residents per week. We enjoy one of the highest service ratings in our industry, a 4.5 rating on Google with almost 1000 guest reviews and almost 20,000 local "fans" on our local social media site. It's important to actually add facts to put this complaint in proper context. Contrary to the complainant's statement, the complainant received precisely the service and the results she desired and in fact, following this service she posted several selfies showing off her new color and cut which cost approximately $240. The following day, the guest contacted us to demand a refund for the cost associated with three hours of service and products used for provide these services stating that her color was not what she had requested or confirmed. When we provided a copy of the audio and video recording of her consultation where she specifically requested a "vibrant red" highlights the results of which came out remarkable, she then threatened this company with either providing her with a full refund or she would file a complaint with the ADA for not adequately providing accommodation for a "disabled minority woman". She then additionally threatened us with posting negative reviews as well as filing a complaint with the BBB for failing to provide her with ADA accommodations. It should be noted that this guest is NOT visibly disabled, did not request any accommodations for any kind of a disability, did not inform us that she was disabled, and being a Caucasian, she was most definitely NOT a minority, although she may have gotten her gender correct. In spite of being provided the audio and video evidence of her requesting and receiving precisely the color she desired - management offered her courtesy $90 refund towards her charges to alleviate her complaint about not being informed about the additional product usage charge of that amount. This refund was rejected by the guest who still insisted on a complete refund of all the charges associated with being provided this fabulous three-hour color corrective service to bring her natural brown to a deep and vibrant red color. Once it became evident that she was threatening frivolous litigation for being maltreated as a "disabled minority woman" and combined with her uttering extortive threats about negative reviews, we rescinded the refund offer made and permanently banned this guest from receiving services here. This decision was final, she was informed of our decision and it is not subject to reconsideration at Divine. I have also attached the photos of this guest's pre-service color and post-service color process completed which is an excellent finish as well as our response to the guest when she threatened us with litigation for not accommodating her Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. There is no photos, videos or any documentation posted of this nightmare hair service. 2. There is a written document confirming the style and color - the service received was NEITHER. 3. There is no video made with my consent and/or any recording stating I requested vibrant red full highlights. 4. This "CEO" has a reputation of harassment, making violent threats and stalking any customer that notifies him of services not completed correctly. 5. The Corporate Administrator fails to acknowledge the stylist did not meet the required timeline, left the customer without removing any hair dye, the extreme bleach that left my hair damaged beyond repair, did not perform the cut as requested AND added additional services without approval. 6. The CEO, Sam R, threatened me physically, verbally and in writing which has been documented with the Police. He also refused to provide reasonable accommodations per the ADA law requirement. He stated I do not help disabled and/or anyone "I would teach them a lesson". 7. The service was not completed - a full refund is required as it is unethical, illegal and unprofessional to add additional fees without approval. Sam R confirmed in writing the salon was 100% responsible and in the wrong for the entire service. Business Response /* (4000, 10, 2022/07/27) */ Although the continuing discourse here by the complainant are replete with mis-stated, non-factual and imaginative language, this issue, as far as this business is concerned, has been resolved and is not subject to reconsideration. Any further such discourse will not be responded to as it is obvious that we are dealing with an individual that is not in complete control of her faculties.

• Initial Complaint

  Date:07/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been regularly going for monthly massages. I was told that they will just put me on the schedule for next month. I advised the lady this day I will be returning from out of town. She stated it would be "no problem" if I needed to cancel. Of course, I ended up forgetting about the appointment as I expected because of travel and they charged me 97.00 for a service, I never received. I called to let someone know and the woman told me that's their fee for not showing up which cost more than the service. I explained that I was NEVER told they would charge me 97.00 for not showing up. They were VERY eager to keep me on their schedule and kept telling me no problem if the date did not work out. I called in asked for the manager. I was told the manger was too busy to talk to me right now and they would call me back. I asked her the managers name and she told me it was Barbie. With all the money I've spent in this place, you would think they would value their customers a little more. I've still not heard back from Barbie their manger. I just want my money back or at least the service I paid for.

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/12) */ Contact Name and Title: SAM R., GUEST SERVICE Contact Phone: XXXXXXXXXX Contact Email: ***********@DivineSalon.com Divine Designs Salon & Spa is one of the largest privately owned salon & spas in Central Florida and serve an average of 700 Hillsborough County residents per week. We enjoy one of the highest service ratings in our industry, a 4.5 rating on Google with almost 1000 guest reviews and almost 20,000 local "fans" on our local social media site. It's important to actually add facts to put this complaint in proper context. Contrary to the complainant's statement, the complainant has received only two prior services at Divine and scheduled a reservation which required her to acknowledge and agree to our guest service-reservation & cancellation policies which clearly and plainly stated the terms and conditions of our cancellation requirements and the charge(s) that may be imposed for either a late-cancellation ($25 per hour of service) or a failure to appear for a reservation without providing any notice (cost of service). Self-admittedly the complaint has stated that she failed to provide the requisite notice of cancellation (24 hours) and in fact, failed to appear for her scheduled and confirmed reservation for the service(s) as scheduled because she "ended up forgetting about the appointment". When contacted, the guest stated she had her date and time mixed up even though the complainant had confirmed the date and the time forty-eight hours prior to the scheduled date and time of the reservation. There is an additional statement made by the complainant which also has no basis in fact and that is for the charge for a failure to appear being higher than the cost of the service(s) - that too is entirely incorrect, in fact, the charge of $97 was the cost of the missed service which was specifically booked with a Level 6 service provider at the complainant's request. Therefore, in accordance with our guest service & reservations policy to which the complainant agreed and acknowledged in writing on MAY 6, 2022 as a part of a new client intake and information form and again when scheduling reservations in advance here for June 29, 2022, we charged her account a failure to show fee of $97 which was the estimated charge of her scheduled services for a failure to provide the requisite notice for cancellation and for the failure to appear for the confirmed reservation. There is no basis for this complaint, it is entirely without merit and while we are sympathetic to our guests' issues and recognize that there are going to be instances when they are precluded from keeping appointments, significant time-blocked late-cancellations and/or "failure to show" reservations are simply not acceptable if we're to deliver the quality of service with the value that we offer to all of our guests.