ComplaintsforEuropean Wax Center

• Initial Complaint

  01/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  When I ordered my wax pass, they told me my card wasn’t working. I gave them my debit card to use instead. They saved both cards and have charged a pass to both accounts. When I brought it to their attention, I was told they would combine the payments and not charge me further, and cancel the second pass. A few months later, my credit card continued to be charged. I called and they said to email copies of my charges so they could refund them. They assured me someone would call me back. After months of calling, emailing and messaging with corporate to have the extra charges reversed, I still cannot get anyone to call me back. I then went online to cancel the package I had. I have been assured that it has been escalated, but I still cannot get anyone to contact me.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been visiting European Wax Center locations in the central Ohio area for the past 5-7 years now and frequently purchase their wax packages that include 4-10 sessions typically at a discounted price I purchased my most recent package earlier this year and the charges for the package are set to come out in 4 installments On Sunday June 18th I was at the Weaverton Ln location for a wax, and asked the receptionist to move the date of my final installment charge to July 14th instead of June 23rd. She kindly agreed and confirmed the change for me Today, June 23rd, I wake up to a charge from EWC for the installment anyway and am upset as my bank account will now be overdrafted - I call the location and speak w/2 individuals who insist "there's nothing we can do" but offer a call back from the manager The manager - I believe named Aja if I heard correctly, calls me back around 2:45PM and advises me of the same thing. She is very kind but offers no other help. It is very frustrating that the charge could not be refunded or that they did not offer to cover my overdraft fees due to their mistake.

• Initial Complaint

  06/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On June 23, 2022, I enrolled in a package deal for waxing services that involved 12 waxing sessions for $609.52. I paid the total $609.52 in four installments of $152.38 (6/23/2022, 7/23/2022, 8/23/2022, and 9/23/2022). After using the service the first time in December 2022, I had a terribly severe allergic reaction. The reaction was so severe and lasted so long that I visited a dermatologist on January 26, 2023, who advised me that I could not use the wax service again and prescribed both over-the-counter and prescription medications for me. She also wrote a letter to explain the situation for me to try to obtain a refund as a reasonable accommodation from the European Wax Center (EWC) (letter attached). On February 1, 2023, my mother visited EWC personally because they failed to respond to my attempts to discuss the situation with them. During the visit, ****** *****, the manager at EWC informed my mother that they would refund me the balance of unused services (total $558.73), that the check would be mailed from someone named ******* in New Jersey and that the check should arrive in 10-14 days. The check never arrived. My mother, father, and I again visited EWC on March 4, 2023, to see about the refund and spoke to ******* ******* Ms. ******* told us she would work on obtaining the refund that night and contact me within a day or two. We never received a call back. Since then I have contacted EWC several times only to get told that they will check into the refund situation with their corporate headquarters. On June 2, 2023, growing tired of the “lip service” from EWC, I sent them an email demanding the refund they promised or I would take legal action. I received a call back from ******, the new manager, who stated she could not provide the refund, but would give me store credit of $588.73. This is not reasonable. I cannot use their wax product due to medical conditions and I cannot use $588.73 worth of body lotion.

  Business response

  06/20/2023

  Guest has spoken to Center Manager and District manager. We've followed all corporate policies and procedures to do the best for the guest within our means. Guest agreed on June 7th in a conversation with our DM to receive a credit. Guest issue has been resolved and handled with urgency. She seemed happy with the resolution in discussion. 

  Customer response

  06/24/2023

  I am not at all satisfied with the proffered resolution and do not agree to it. They continued to offer me waxing which I am medically unable to do, due to my well documented allergic reaction.  They then offered store credit towards their other products.  I don't need their products, and even if I could use them, I don't see purchasing $588 worth of  lotions, serums, and the like as a reasonable resolution. This is the same unreasonable and unacceptable offers the y have continuously made since I approached them about my medical inability to use their services.   I would like a refund.

  Customer response

  07/05/2023

  Dear BBB Dispute Resolution Group,
  
  You have requested paperwork of my purchase with this business, European Wax Center (EWC).  There is no paperwork.  I visited the European Wax Center on Bethel Road and purchased the waxing package.  They rang it up using my Discover Credit Card and I was not provided with anything in writing; e.g., a receipt, an agreement, an explanation of the services, nor any document explaining their refund or return policies, etc.  Nothing.  They just told me, verbally, that I was in their system for 12 waxing services (11 in the package and 1 for free).  I walked out of the EWC with nothing in my hand.
  
  The "refund policy," has never been given to me in writing, and was first stated only after my mother visited the EWC in February 2023 to provide the physician's letter explaining I was severely allergic to their product and asking for a refund of the remainder of the visits.  At that time they told her it is typically their policy to provide store credit, but in this case, they would make an exception and I would receive my refund check from ******* in New Jersey within two weeks.  That was the first any of us; i.e., my mother or I; heard of this policy and even in that case they stated they were making an exception and providing a refund due to the circumstances.
  
  As my earlier statement provided, we returned in March 2023 after no refund check arrived and they again stated they would find out why the check had not arrived and get back to me.  From that point on EWC began reversing themselves and stating this so called policy of no refunds, but just store credit.  They are so dishonest.  They state one thing verbally and then write the complete opposite in emails (shared in my original complaint) and their response to the complaint.
  
  It is their responsibility to make that crystal clear at the time of purchase what their refund/returns policy is and they failed to do so.  Further, when approached, they stated they would provide the refund, making their standard policy moot and overridden by the verbal agreement to provide the refund, that is had they informed me of the policy which they had not.
  
  Finally, my situation involves a well-documented medical reason that prevents me from utilizing their service.  This was a long-term (3 months), painful, allergic reaction that impacted my abilities to function in the basics of daily life; e.g., sleep, shower, walk, sit, think, etc.  I'm appalled that a company has taken such a hard stance under the circumstance.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  On October 8, 2022, I purchased a wax package for $203. 17 and was told I could cancel within 30 days. I called the store and cancelled on October 12. (4 days later) The manager was not in. The receptionist said no problem, she would tell the manager and they would call me. The manager never contacted me. I called again on October 21. The manager was again not at the store. The receptionist said, no problem, the manager would cancel it and contact me. The manager never contacted me. On December 15, I called European Wax center and was given the name of new manager *****. I spoked to her on December 19. She told me that she would contact the regional manager for me because she was unsure how to give a refund in my situation (over 30 days) and the regional manager would email me within the next couple of days. I never heard back from the regional manager. December 29, I left a message with Manager ***** with no contact back with her. On December 29, I wrote an email to the corporate European Wax Center web site, I have not heard back from the. On December 29, I left a voice mail message on the corporate voice mail of European Wax Center and have not heard back from them. January 9, I called *****'s phone number, and her voice mail has not been set up. I want $203.17 back.

  Business response

  01/11/2023

  Spoke to the guest on January 11th. Guest is receiving a mailed check with the refund. Guest was thankful and happy with the resolution.

  Customer response

  01/21/2023

  I still have not received my refund check for $223.17 from the European Wax Center as promised in their response on 1/11/23. Thank you,

• Initial Complaint

  03/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  November 22, 2020 I purchased numerous wax passes at this business. I paid off all wax passes in four installments, so roughly 4 months later. Anytime I had services I always let the receptionist book my next appointment and I never used their application online.

  Approximately December 2021, I downloaded their application and used it for the first time and it showed me all of my available wax passes. I noticed that I had a wax pass for a body part that I never use. When I originally purchased all my wax passes, I was told that I needed all the ones I did purchase. On the app, it shows that only one of twelve uses for the ‘Neck’ has been used. I spoke with the receptionist and my waxer about it and they said they should’ve never charged me for that because I don’t get my neck waxed. The manager at the time in December 2021 told me that she was contacting her regional manager about the situation. It had been too long from the purchase date and she wasn’t able to give me a refund or credit my account.

  So, in January 2022 when I went for my next appointment I asked them about it again because no one had ever got back with me. The previous manager that I had spoke with about everything no longer worked there. So I was working with the new manager in January. I waited about a month and still didn’t hear anything. In February I contacted them and that second manager that I was speaking with also no longer worked there. The receptionist had told me no managers were in at that time and she was going to send my information to a lead in the area that would be able to help with the situation. I never heard from them, again.

  March 15 of 2022 I contacted European Wax Center and explained the whole story and situation to the new receptionist and she said that she was texting both of the managers that were going to be working there the next day and she also left a note on the computer screen so they would see it when they came in that following day. No one contacted me yet again. The correct address is for the European Wax Center at 1682 N Hill Rd in Pickerington, Ohio.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Waxer was rushing through out appointment and missed several spots. Didn't get what I paid for. Spoke with a manger who said I can only come back for a follow up appt after price adjustment requested.

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