ComplaintsforTM Lacquer Room, LLC

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am submitting a formal complaint against TM Laquer due to a series of unprofessional interactions and misleading business practices. Despite an initial apology for rude service by an employee, subsequent attempts to engage with their services were met with further disrespect and unprofessional conduct.Key Issues:Repeated Unprofessional Conduct: Encountered disrespectful treatment from the same employee on multiple occasions, directly contradicting the business's prior commitment to rectify the service quality.Misleading Service Terms: Was informed of a mandatory credit card deposit over the phone, a requirement not disclosed on the companys website at the time of engagement. This discrepancy led to false accusations against me for non-compliance.False Advertising and Policy Change: The business's website did not initially state a deposit requirement. Post-complaint, the website was updated without notice, misleading potential clients. I possess screenshots of the website prior to these changes as evidence.Unjust Service Ban: Following these incidents, I was unfairly banned from accessing TM ******* services, without a justified resolution to the misunderstanding or my grievances.Resolution Sought:I request a formal apology from TM Laquer for the misleading information and the unprofessional treatment received. Additionally, I seek a review and revocation of the service ban imposed on me, considering the circumstances were largely due to miscommunication and lack of clarity from the businesss side.I believe these actions are necessary to uphold the standards of fairness and professionalism expected in customer service and to prevent future clients from similar experiences.

  

  Business response

  02/21/2024

  Dear BBB,
  
  
  Thank you for bringing this matter to my attention. Regarding ******************** interaction with our establishment, she declined to comply with our deposit policy and attempted to schedule appointments online in disregard of our standard booking process. Subsequently, she threatened to report our business and resort to social media if her demands were not met. 
  
  
  At our establishment, we uphold standards of respect and professionalism for both our team members and clientele. Given ******************** behavior, we have chosen not to engage in providing services to her and instead encourage her to seek nail services elsewhere.
  
  
  Our policies, including our deposit requirement, are clearly outlined on our website and social media platforms, specifically under the "Privacy Policy" section. While our website underwent a hosting transition in November 2023 and was recently relaunched in February 2024, the policies remain consistent with our previous site. It is the responsibility of our customers to review these policies, and we also communicate them when appointments are made.
  
  
  We have not encountered similar issues with other customers, and it appears that **************** sought to disregard our policies and intimidate our team members to suit her preferences. We remain committed to providing exceptional service while upholding our business standards.
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  *************************

  Customer response

  02/21/2024

   
  Complaint: 21323059
  
  I am rejecting this response because:

  Firstly, I would like to address the claim regarding the deposit policy. Contrary to what was stated in their reply, I was not charged a deposit during my first visit. For verification, I am attaching a copy of my receipt as evidence to substantiate my claim. This discrepancy not only questions the transparency of TM Laquer's policies but also reflects poorly on their business practices.
  

  Secondly, the issue regarding appointment scheduling further illustrates the inconsistency in TM Laquer's policies. I was given a business card by the establishment with options to email, call or reach out via social media for appointments, which I adhered to. However, I was met with an unwarranted and harsh reprimand for not following an online policy that was neither mentioned on the business card nor communicated to me at any point. Attached is the business card provided, which clearly lacks any mention of the deposit requirement or the prohibition against making appointments via email. This discrepancy is not only misleading but also indicative of poor communication and management within the establishment.

  
  Thirdly, my decision to return to TM Laquer was solely based on their initial apology and invitation, which I perceived as a gesture of goodwill. Had it not been for this, I would have refrained from subjecting myself to further disrespectful treatment. The subsequent encounter, marred by punitive language and intimidation by their staff, was both unwarranted and deeply distressing. This behavior is unbecoming of any establishment that prides itself on customer service and professionalism.
  

  Fourthly, my demand for an apology stems from the rude behavior and inconsistency observed across TM Laquer's practices and communications. The false advertisement of policies across various platforms is not only misleading but also places the onus on the customer to decipher their actual policies. It is the establishment's responsibility to ensure clarity and consistency in their communications and policies.

  
  Lastly, I informed TM Laquer of my intention to file a complaint and voice my concerns on public platforms such as Yelp to prevent others from experiencing similar fraudulent practices. This decision was not made lightly but out of a genuine concern for potential customers and a hope for accountability and improvement in TM Laquer's business practices.

  
  In light of the above, I urge the BBB and TM Laquer to take my concerns seriously and address the discrepancies and unprofessional behavior I have outlined. The trust between a business and its customers is paramount, and once eroded, it is challenging to rebuild. An ******* effort to rectify these issues, starting with a sincere apology and a commitment to improve, would be a step in the right direction.
  I look forward to a resolution that acknowledges these issues and takes concrete steps towards improving TM Laquer's practices and customer relations.

  Additionally, I must highlight a deeply personal and distressing aspect of my interaction with TM Laquer, which pertains to the disregard for my gender identity. As a gender-neutral individual, I have repeatedly experienced discrimination at TM Laquer, notably through their persistent use of gendered titles and pronouns such as "Ms." and "she," despite my gender neutrality and preferred pronouns. This oversight not only exacerbates the discomfort and disrespect I have felt throughout this ordeal but also signals a glaring lack of sensitivity and inclusivity in their customer interactions. It is imperative that TM Laquer addresses this issue immediately to ****** an environment that respects and honors the identities of all individuals, free from assumptions and discrimination.
  
  
  Sincerely,
  
  *******************************

  

  Business response

  03/14/2024

  Hello BBB,

  
  

  I hope this email finds you well, I would like to reply to this complaint. I spoke with someone in your office and advised me to email you with the complaint # so we can open this case and Im able to reply to.

  
  

  I look forward to hearing from you soon. Thank you in advance for your attention to this matter.

  
  

  Best regards,

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

*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. ↩