Complaints

• Initial Complaint

  05/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This event took place Monday - May 22, 2023. I had made an appointment to get my hair done with this salon. A few weeks ago I had to RESCHEDULE. 2 weeks go by and I actually ended up needing to cancel due to a surgery that was scheduled for my ankle recently. When I made the initial appointment, I was told I needed to pay a $50 deposit, which I did. There is nothing listed on the facebook page, on the appointment scheduling page, and I was NEVER told about any sort of policy that stated I would not get my money back. I canceled my appointment, (with more than enough time, NOT last minute) and asked for my deposit back. I was told by the owner that since I "cancelled twice" - I won't be getting my deposit back. I did not cancel twice, I rescheduled the initial appointment, and then it was canceled. I didn't cancel an appointment and make a new one, I simply rescheduled initially. The owner refuses to give me my money back but says if I "want to reschedule, she's more than happy to do so". I will never do business with this place now which I informed her of, and still - she is keeping my deposit. I am willing to go as far as pressing charges considering there is not one policy listed ANYWHERE that states anything that she said. Deposits at salons are so people don't "no call, no show" and waste the time of stylists. However, she's claiming it was to "hold my appointment", which again, no policy listed anywhere, about anything. She stated no refund after the fact, after I asked for my $50 deposit back. Reputable salons generally have the policy of something along the lines of "48 hr cancellation, no refund" - but again, I cancelled the actual appointment way before then. The only resolution for this would be to return my money to me, via Venmo, where it was sent to her. Otherwise, I will be pressing charges - because at this point, it's considered stealing. I picked this salon in the first place because it was smaller and local and I wanted to support those efforts.

  Business response

  06/15/2023

  ****** booked with me via Setmore. My booking site. I asked her to put down a $50 deposit and I advised her that the $50 would be deducted from the total amount of her services once the appointment was finished. She asked me if she could reschedule which I allowed her to do and I allowed her to still use the same deposit for the 2nd scheduled appointment. A few weeks go by and she reached out to cancel her appointment and for a refund of her deposit. I advised her that I would allow her to use that same $50 deposit to schedule a third time but if she is only wanting to cancel then the deposit is non-refundable due to the fact that all of the products for her specific appointment were already purchased since she had scheduled in advance. After advising her of this she began harassing me via Facebook messenger, text messaging, Google reviews, and even by telephone calls. I had to file for harassment against ****** and the local police department advised me to block ****** on everything that I could to try and stop all communication from her. 

  Customer response

  06/15/2023

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

  The screenshot in which she included, is not even my name? ****** ********? My last name is *******. I left one review myself. The review says exactly the same thing as my original complaint. There is nothing anywhere that states a deposit was REQUIRED and that it would NOT BE refunded. There is no reason to keep my $50. Her resolution to "apply it to another appointment" makes no sense because 1. I do not want to do business with someone like that and 2. Let's be honest, we would both feel very uncomfortable stuck in the same room for a hair appointment and I certainly cannot trust a stranger who acts in this manner to do my hair.  I'm also not sure what police she is referring to because I was never contacted by anyone at any point about any of this. I filed this complaint to give her the opportunity to make it right, and even told her myself, that if she refuses then I would have to file a case for a civil hearing. No Refund/Refund policies have to be listed somewhere and they never were. I want my deposit back. 
  
  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. ↩