Complaints

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a full payment for travel cost and a deposit for a makeup artist for my wedding which will be on Sept 4th 2022. My first appointment/consultation was scheduled for August 6th but was cancelled the day of. I rescheduled for August 13th and was fully aware that the appointment could be cancelled again if the makeup artist is unable to return. But, being I received a confirmation the day before and was told the rescheduled 2nd appointment I made would stay scheduled, (unless told otherwise) I showed up for the confirmed appointment . After traveling close to an hour for this appointment, I was extremely disappointed and frustrated no one was at the store. After several minutes and attempts to contact someone, I was told that I didn't have anything scheduled and that I was told my appointment was cancelled (via text, apparently they do not speak with clients directly over the phone). After showing them the confirmation I received less than 24hrs before my scheduled appointment and explaining I was told the appointment would stay as scheduled unless the artist isn't cleared for return; I was denied a refund of services I have yet to receive. I was told that I acknowledged and agreed to there return policy but as it stands today 08/13/2022 there is NO refund/return policy on there website. I asked for a copy of the acknowledged policy and was denied one and told I can get it on the site where I booked my appointment. I asked for understanding and compromise and if there is an actual refund/return policy to please make an exception. I no longer have the ability/luxury to wait any longer being my wedding is about 2 weeks away; with final walk through, fitting, rehearsal, rehearsal dinner, bachelorette and not to mention my full time job as a mother and employee I will have to do my makeup myself or find someone in 2 weeks. I think asking for a refund for a service I have not received and unsuccessfully attempted many times to get is fair and reasonable.

  Business response

  08/18/2022

  Hello,
  In response to this complaint the customer booked and reserved their wedding appointment on May 29, 2022 for September 4, 2022 which is what the deposits paid were for. The client then booked their consultation for August 6, 2022 which is a ************ included as a bonus feature in the service booked.
  The morning of August 6, 2022 we were notified the customers artist had been exposed to Covid. We are not required to share any medical information with clients but in good faith wanted to be transparent and let the customer know why was going on why we had to cancel the appointment. As you can see if the screenshots provided the customer was contacted and advised of the situation and advised that she would be contacted directly once the artist was cleared to return to work to reschedule the free trial. 
  
  The client did not listen but instead went online and rebooked themselves for another consultation for August 27, 2022 which was caught and immediately canceled. The client then went online again and rebooked themselves for August 13, 2022 which is when our front desk answering service reached out to the client on August 8, 2022 to re explain that the client could not continue to rebook herself and that she would be contacted directly once her artist was cleared for work, because until then we dont know what dates the artist is available or not. The client then went into explaining their concern due to how close there wedding was and that this was a good date and time for them. The front desk agent acted in good faith trying to provide excellent service and ease the clients worry advised the client that they would leave the August 13th, ************************************* case anything changed so that the client would have first priority but that as of right now that appointment was NOT valid , and then again advised the client she would be contacted directly once the artist was cleared to safely return to work and reschedule the free trial.
  The client called in and spoke with our remote front desk agent on August 13th, 2022 stating despite the many conversations where she was advised her artist was out sick and her appointment wasnt valid she came to the salon anyway for said invalid appointment. During the conversation the agent realized where the confusion happened, which was the client received an automated confirmation message from the first front desk agent who left the date scheduled incase anything were to change. Although trying to be helpful and provide excellent service the first agent   leaving the invalid appointment on the schedule actually lead to more confusion and by the clients words lead the client to believe she could come in for the appointment.
  Recognizing the inconvenience of this unintended miscommunication the client was called directly on the next open business day by a manager to follow up and see how the situation could be resolved which was August 16, 2022. Although her statement says she was offered no resolution The client was offered several including a change of artist, a rescheduled appointment with original artist or new artist, in which both were declined. The client stated the drive was roughly ******************************************************************************************************************************************** any choice of location free of charge which she also declined. Now originally she booked her rescheduled appointment for August 27, 2022 which we now had availability for so we werent sure why we couldnt reschedule for her originally requested reschedule. When asked what else we could do to resolve the client stated she wasnt interested in anything but a refund and if not provided she would make a fraudulent bank claim and report us to the bbb , which as you can see by her words in the screenshots she has followed through with both. We advised the client of our company policies that she agreed and acknowledged before ever booking or paying any money because it is required to read and acknowledge before you can book with our company to protect both our clients and ourselves. That waiver was then resent to the client via text as you will see in the screenshots although her statement says we refused you will see there was never any refusal and we even told her where she could go to view it directly herself. She was aware of our no refund and non refundable deposit prior to booking and is now going through this process not because we didnt try to accommodate her in every way we could but because we wont break our company policy to provide her with a special allowance.
  After this she has since been reported for cyber bullying and harassment for being responsible for more than 20 post across social media platforms where she has made her best attempts to defame our business with lies , and has gone as far as sending other persons who have never been clients or had an experience with us to our pages to do the same. As we welcome clients sharing their experience good or bad slander, spam, cyber bullying and harassment are completely different and will not be tolerated. We have already began to take legal action and will move forward if this doesnt come to a stop, and have all of the evidence we need to move full steam ahead.
  Due to these actions against our company the many options we provided and offered to this client are now no longer available. We as a company do not claim perfection and realize although great intentions there is always a learning opportunity in any situation including this one, which is why we communicated openly with the client the entire process, in good faith gave her more information than she was entitled to, and went above and beyond after she felt inconvenienced to do what we could to find a solution that A. Provided the desired end result to the client & B. Stayed within the realms of our policies and procedures. All attempts were declined which has brought us here.

*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. ↩