ComplaintsforEuropean Wax Center

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 3rd I was running late for an wax appointment. I was told I had 8 minutes to get there from 1145 I got there at 1153 called them to let them know. I was walking in as I normally do when I'm running late and the receptionist. Refuse to check me in because she said that I was supposed to be there in 8 minutes and it was 9. I then tried to explain to her how I normally can call in and get checked in so technically. I was within the time period of me being late. She kept going back-and-forth with me. She Was like I could just reschedule to 12 30 I said fine as i was walking out.I said that this was really some stupid s***I turned around and noticed that they were laughing at me.So I go back in and I told them.I didn't find anything Funny and I didn't appreciate them laughing at me and one girl said. I think you're being aggressive and I said I'm not being aggressive. How am I being aggressive? I have not threatened any one of you. I have not called you out your names. I have not invaded your personal space. So how am I being aggressive? She said I was talking too loud. I told her this is the way I talk Then the other receptionist basically said to they would just cancel me altogether. And I said you can't just cancel my services because you have a issue with the way I'm talking and I'm not attacking you in any type of way. You're basically condemning me for the way I talk. Then the girl called me a victim which I did not appreciate because I am a victim of kidnap assault And **** amongst Other things. Eventually, I was told that I was rescheduled for 1230 I went back into my car to wait patiently and while in my car, they call me back into the facility to tell me that they called their manager and she told them to refuse me service. I asked them. Why did they wait until I leave to call the manager and if they could call her. In front of me so she can at least get my side of the story .They refused never rescheduled me they called their manager and lied

  Business response

  04/08/2024

  This complaint has been resolved directly with the customer. 

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a full legs wax pass on Nov 25, 2022. I visited the center in January 2023, my full legs wax pass had been removed from my account. The manager, ******** said she couldn’t see where I paid for the pass, even though it’s been on my account for two months. She said, if I brought her a copy of my credit card statement, she would add it back to my account. After showing her my statement, she then refused to do that and advised I file fraud for the $711.00 I was charged on Nov 25. I cannot file fraud on that charge because it’s over 30 days, was a local POS transaction, and that card was closed due to being stolen in December. I emailed the owner, ****** three times requesting assistance with resolving the issue. I have had no resolution with getting a refund or getting my wax pass added back to my account. On top of that, in January I had $40 in rewards, when I tried to use them in February there was only $5 and the manager told me "they changed the way rewards are calculated". So I lost $35 that I already earned but didn't get to use.

  Business response

  03/15/2023

  So an associate put a wax pass on ******'s account without charging her for it. I have monthly reports that come out and show what we call a "ghost pass" which is where a guest gets a pass unpaid. It happens accidently and without the reports I check its hard to catch. However I caught ******'s pass a few months after she has already been using it and basically receiving free services by using it. I took it off her account and when she asked about it, I explained to her about our ghost passes. I never promised her anything, I sent her the photos of her account with us which tracks EVERY SINGLE PAYMENT that the guest has made, there was NO payment for this wax pass. There is no way to edit or do anything to a guests account so I did inform her that we didn't have proof of this payment and we cant give away a $711 wax pass to a guest who has already gotten $158 worth of free services. Guest has to pay $711 in order to receive the wax passes again. 

  Customer response

  03/20/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  The screen shots provided by EWC obviously don't show my payment or we wouldn't be having this dispute. The dispute is that I paid for the pass, but their records aren't showing the payment. I was told to provide proof of payment. I provided that proof but they still refuse to correct the issue.
  I wish I had recorded the conversation of the manager telling me she would correct it if I showed her proof of purchase, but it just goes to show that this business has no integrity and doesn't care about customer satisfaction. 
  
  
  Sincerely,
  
  ******* ********

*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. ↩