ComplaintsforMamaBare Sugaring Studio LLC

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After purchasing a non-refundable package, the business cancelled and rescheduled my services multiple times, and took DAYS to reach out to me about the issue. Eventually, after speaking to the owner they agreed to refund me the package and VERY unprofessionally hung up on me. She EXPLICITLY stated I would see the refund on my credit card. This was about two weeks ago, and I have yet to hear back from the owner or been issued a refund.

  Business response

  06/26/2023

  Hello, 

  Unfortunately due to unforeseen circumstances we had to cancel and reschedule the client’s appointment. We do our very best to handle staff callouts but cannot control when people are out.  We do what we can to get clients moved over to same day appointments when possible but our team stays booked up well in advance so it can be difficult during the busy season. She is correct that, as stated on our website and posted in the studio, we do not offer refunds on prepaid services, however due to the nature of the situation and the inconvenience, we did in fact offer and issue the refund. We did not hang up on the client and tried calling back after being disconnected and left a voicemail. We apologize for the delay in issuing the refund, however it was not two weeks. We could not issue the refund through our card processor because it was a partial refund due to some of the packages being used so we had to go another route. 

  Customer response

  07/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I feel as though it completely misrepresents the conflict and does not take any accountability. While I have since received the refund, I did not feel just in accepting the response since it was not truthful, and I would like to provide clarification.

  My conflict had nothing to do with rescheduling or “staff call outs” as the business stated in the previous response. I have been a loyal client to one employee there, who was let go by the company before she got to my appointment. Despite the company’s best efforts to pressure me in to rescheduling with another one of their employees, I simply and politely stated I would not like to see anyone else, but just want my money back. This was on May 26, 2023. I waited four days for a manager to call me, which landed on May 30. The manager, Stephanie, again tried to pressure me into seeing someone else, to which I declined. I stated that I was upset with how the situation had played out and would like to take my business elsewhere. This is where the manager laughed and said she would give me the refund before hanging up on me. There was no call back or voicemail as the business also stated in the previous message.
  
  I waited and waited for further contact or any type of update, however I received nothing. That was when I decided to file the complaint with BBB, which was on June 11, 2023. A whole TWELVE days after the manager said she would issue the refund. The business claimed in the previous message that there was a delay due to issues with the card processor, however that was not communicated to me. I received a phone call from the manager the very next day, June 12, saying:
  “Hi this is Stephanie with Mama bear sugaring's studio we saw that your refund did not got go through and said that I truly apologize our studio Director did it and for some reason it didn't go through. We saw your review and I was the one that spoke with you and I'm sorry you felt that I hung up but I don't believe I did I tried everything to make you happy I did get that money back to you today I did it personally myself so you should receive a refund for $84 on your back to your credit card within a couple of days and we hope you have a nice day good luck thank you.”

  On this day, I received a receipt by email confirming the refund which showed up in my bank account a few days later. It was clear to me that after the complaint was filed, the business decided to handle the situation. It is quite possible there was an issue with the refund process, however I would have thought that would be communicated to me. 
  
  I had full intentions of moving on after the refund, however the response from the business seemed to alter the events of the incident, and I felt the need to provide clarification.
  
  Sincerely,
  
  ********* *******

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