ComplaintsforEuropean Wax Center

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I’ve been a loyal Wax Pass customer for several years. Unfortunately, the experience I’ve had with the Cincinnati, Ohio (Kenwood), location in the last month was such a disaster that I filed a request for a refund of my two wax passes in accordance with the European Wax Center's stated refund policy. However, it's now been more than a month and 5 written requests for a refund with 0 resolution from European Wax Center corporate or the Kenwood location. This all started Oct. 12. Upon my arrival for a confirmed appointment. I saw my waxer outside in the parking lot. The front desk rep checked me in, claiming my waxer was in the back and finishing up with another customer. As I waited in the lobby, the front desk rep's explanation for why I wasn't getting services changed several times. She continued to assure me the waxer was almost ready for me. Finally, after waiting 20 minutes past my appointment time, I left without any services rendered. No one apologized for the failure to render services. No one offered to reschedule or made any other attempt to provide service. I still have no idea why the waxer left the building when she had a confirmed appointment and why she still wasn't prepared more than 20 minutes after her return. Whatever the reason, the lack of honesty and transparency by the front desk caused me unnecessary delays. When I got home, I filled out the request for a refund of my Wax Passes, in accordance with the EWC policy. However, it's now been more than a month and multiple written requests with 0 refund. So I e-mailed the corporate offices, who acknowledged my email on Nov. 10. They promised to follow-up by Nov. 12 to ensure the Cincinnati, Ohio, management had acknowledged my request. The corporate office did NOT follow up as promised. I still have not received a refund or response to my multiple requests for a refund of my two Wax Passes.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to EWC for the first time on May 5, 2023. The actual service was great until I was checking out. The receptionist was telling me about the Wax Pass, which I declined at first but then decided to try it after feeling pressured. I tried to use my pre-paid debit card to pay for the wax pass and my service but the card was not accepted. I asked to just cancel the wax pass plan and I'll just pay for the service because it was already becoming a hassle. I paid for my services with my ******** Credit card for $103.24. I paid for my waxes and an ingrown hair serum. A couple of days later, I noticed EWC was trying to charge my pre-paid **** for the wax pass. I kept calling the location I went to but was given the run around. First, I couldn't receive help because I was left on hold for 20 minutes. I called the next day and was told I had to call the following Monday for management. I called, and was told that the wax pass charge would be returned to me in the form of a EWC gift card. I do not want a gift card as I asked for the pass to be canceled before leaving the location on the day of my service. I was told the district manager would have to process the refund and will give me a call. I didn't receive a call, so two days later I decided to just reach out to corporate, I kept getting the voicemail and left a message but I still have not received any information. It has been about 3 weeks and receiving any service has been so difficult and frustrating.

  Customer response

  06/05/2023

  Date: Mon, Jun 5, 2023 at 4:31?PM
  Subject: Problem Solved
  
  
  Hello! My problem was solved this morning. I was contacted by management and achieved a solution.
  
  Kindest regards,
  ****** ****

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