ComplaintsforEuropean Wax Center

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I've been coming to European wax center for over 5 years now. When I first came to the Horsham location in Philadelphia, I purchased prepaid wax passes and I currently have passes. My passes are for Brazilian wax, and lip packages. Last year I switched locations to the center that was closer to me (*******************) and there was a problem at checkout every time I came to my appointment. I currently have two existing packages with (Brazilian and lip) so when I check out the receptionist tells me I have a balance of $12 for my lip service because I had upper and bottom lip waxed. I asked to speak to a manager last December of 2021 and they stated she wasn’t in and she would contact me. I never received a call back. Fast forward to February 12, 2022 I had the same service done because I have existing passes and the the receptionist said the exact same thing I have a balance of $12 I immediately asked if I can speak to a manager she said that (the manager can not come out because she was dealing with money she went to the back and said that the manager said I have a $24 balance now because I didn't pay the last payment of $12 in December. I explained to her again I have passes there is nothing on the pre-paid wax discount sheet stating separate services for upper or bottom lip. I told her that I am not paying because I have passes, she stated that her manger said "if I do not make a payment that day then I can no longer be seen at EWC. I said I have no problem with not returning but can I get refunded for my 7 wax passes and 5 lip passes remaining. The receptionist said that the manager would call me, It's March 1, 2022 and I haven't heard anything back from EWC. At this point I do not want any affiliation with EWC I would like a refund of what is remaining. I attached EWC Pre-paid wax passes sheet.

  Business response

  03/19/2022

  The Center Manager has reached out to the guest ******** ************ several times since the first incident in December and she does not seem satisfied.

  12/4/22 - Center Manager called and left a voicemail 

  2/12/22 - Center Manager spoke to ******* at check in about her balance and she took care of the payments at checkout with Front Desk.

  3/2/22 - Center Manager received an email from Corporate Guest Relations; Center Manager called and left a voicemail. ******* called back and told Center Manager how she was expecting to be reached out to since her last visit. Center Manager apologized and explained how the wax packages work. Center Manager called Horsham location that same day and spoke to a Front Desk Associate named ****** who said she would leave MK Horsham Center Manager an email. After talking to Horsham, Our Center Manager sent ******* a follow up email including Horsham's phone number.
  

  3/12/22 when Center Manager saw the letter from BBB called ******* again and left a voicemail
  

  
  

  She has an upper lip Prepaid Package and attempts to use it for her lower lip service. We have explained to her several times that this is a separate service and is not included in the Package that she purchased. 
  

  She is upset because we (the ********* Blvd location) cannot give her a refund on her passes. We did explain to her the European Wax Center Corporate 30-day refund policy (see below) and the fact that she purchased the package at a different location (Horsham location). European Wax Centers are independently owned, the Horsham location is under a different owner. 

  The Center Manager has reached out to the Horsham location, where she purchased it from, so their Center Manager can get in contact with her, our Center Manager has also given *******, the Horsham locations number so she could reach out as well.

  
  

  The last time the Center Manager was in contact with her was March 2^nd and has not heard back from her since.

  
  

  Thank you,

*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. ↩