Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The wax center I go to is amazing. However, I wasnt aware that canceling a wax pass results in a cancellation fee. A Brazilian wax is $65 and if you opt for the wax pass you pay *****. When I requested a refund the associate made me aware of corporate charging this fee. This means I paid $90 for a $65 service. Had this been told to me I wouldve never opted for the wax pass in the beginning. I canceled due to my bank card being stolen and waiting on a replacement. This is bad business and a scam.

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in there and specifically told them please. I need to fix my eyebrows. I wanna wax and a color because my daughters wedding is coming up soon. I dont want any problems. The girl did the wax she said come back in a month once the hair grows and well fix the eyebrows , I went a month later a few days before my daughters wedding and we were traveling out of the country for the wedding and I told her please be very careful. I dont wanna have any more problems. I said I want the color to be done before the wax she said I do the color and wax at the same time. Im the teacher here I teach these girls how to do it I said OK shes a professional. She knows what shes doing. Well, she waxed off more than what she was supposed to. I didnt notice it until I went home and My Daughter mentioned something about it, so I went from store to store to figure out ways to fix it. I did not wanna go back to there because I already told them how scared I was to get anything done, but she said dont worry shes a teacher shes professional, so I told them I dont want nothing. I just want my money back and thats it now shes telling me all our policies we dont give refunds after a month. Nobody told me about no policy when she was pressuring me to buy a package theyre refusing to refund my money and telling me because its over a month that they cannot refund my money. They would have to give me a in-store credit. You just ruined my eyebrows and you cannot give me my money back. They never told me about any policies , I waited four days for them to call me. Nobody did I had to call him back and the manager tells me oh she just got back to work today on the sixth. She had plenty of time to call me. I asked her if she has a supervisor or corporate office number that I can call. She said she cant give me that information. I am very furious. I dont like the way these people do business, but I will put them on blast everywhere of what kind of business theyre running.

  Customer Answer

  Date: 11/06/2024

  Also, the woman was telling me that the conversation was getting I would say hostile. I told her I was just gonna come take care of the matter myself in person and shes like are you threatening me? No, Im not threatening you. I dont care. If I have to get a lawyer just to prove a point of what kind of business you guys are. Shes like well. Im gonna take this as an escalated conversation. She started being very rude. I told her I just want my money back and then I will never come back again., she goes again we dont give refunds back thats our policy. Nobody ever told me about their policy, but like I said, they were very adamant to have me buy a package just like they were so adamant about the lady in front of me to buy for her to buy a package., but not once do they tell you about their cancellation policy, and this is the manager that I was speaking to, she told me she can give me a credit for the store. Why would I need a credit when I will never set foot in your store again? And then telling me I took too long to cancel my package, she didnt tell me if theres a policy she didnt tell me that I only have a month to change my mind, but they took my money very quickly, and then proceeded to tell me well didnt you see online about how we do our packages I said no I walked into your clinic, and proceeded to tell me why I shouldve looked, so basically you ruined somebodys eyebrows thats getting ready for her daughters wedding and making it sound like its my fault that I shouldve come sooner. Well, how am I gonna come sooner and cancel my package when the first time I came that you didnt do anything wrong. You did something wrong a month later and telling me I shouldve came there so they can correct it. No, you already did one thing wrong why would I come back to see you do more damage? Nice try , I dont threaten people. Im not a evil person. I just want what I spent., 

• Initial Complaint

  Date:10/02/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against European Wax Center (EWC) due to negligence, unprofessional conduct, and harmful practices. During several visits, the wax applied was excessively hot, causing my skin to rip and bleed. This not only caused me physical harm but led to emotional *********** addition to this, I was yelled at by staff, which only made the situation worse. Their unprofessional behavior created a hostile environment during an already painful experience. I also worked with two talented professionals for several years, both of whom have since left the company due to being forced to rush through procedures under ***'s instructions. This creates unnecessary stress on skilled employees and compromises customer safety.When I raised my concerns, I was informed that there was no way to receive a refund, and I was denied access to contact information for corporate support. This lack of accountability and refusal to address the issue is unacceptable.I am requesting a full refund not a credit for the harmful services. I do not want a credit because I will not be a customer in the future. I have probably been a customer for nearly 8 years - and the changes have been terrifying.

• Initial Complaint

  Date:09/20/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, on 9/12/24 I spoke with the manager of the European Wax Center location that I visit. I closed my account and requested a full refund of my monies. I was told itll be 3-5 business days.However, today being 9/20/24, I am yet to receive my money.I contacted the location on 9/18/24 and was told that the manager would call me back. As of today still no call back.On 9/19/24 I reached out to the customer service via email. I received a message giving me a link to complete, which I did and that someone was going to contact me. As of today 9/20/24, still no call ******* did not take 3-5 days for my money to be taken out of my account. It took a couple of seconds.I should be afforded the same courtesy by returning my money to my account.I demand a FULL refund of my money, (not store credit) minus of course, the 2 sessions that I have already received on this new wax pass.

• Initial Complaint

  Date:08/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Without proper notice, I was informed that our European wax center, located in **************, has closed and even though I have already purchased 2 wax passes, I am unable to be refunded. The store manager offered that i go to another location.The nearest wax center is a ***** minute drive from me and I never intented to drive that far. I have 3 young children at home and am unable to drive that far for waxing services. Had I known the store was closing, I would have never purchased a pass. Now I'm out hundreds of dollars because they won't refund me. These policies were not clearly stated and I was not properly informed, nor was I given any notice of their closure. This is bad business and I want my money back.

• Initial Complaint

  Date:06/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  "Subject: European Wax Center - Lack of Transparency in Policies, Refund Issues, and Unfair No-Show Penalties I am writing to express my disappointment and frustration with the European Wax Center (EWC) regarding their policies, refund process, and unfair no-show penalties.When I purchased a wax package, I was not provided with a clear and comprehensive policy document outlining the terms and conditions, including refund and store credit policies. Recently, I requested a refund and was informed that I would only receive store credit, with a 25% deduction. This was not disclosed at the time of purchase.Furthermore, I have discovered that each EWC location may have different policies, which is not clearly stated in detail online when inselect my location. This lack of consistency and transparency has led to confusion and frustration.Additionally, I was not informed about the option to book walk-in appointments instead of scheduled appointments. The staff would consistently ask me to schedule a next appointment after each visit, without explaining the alternative.Most concerning, I was unfairly marked as a "no-show" three times, despite having texted the salon to cancel or reschedule appointments. I was not aware of the specific time frame required to cancel or reschedule, and one of my texts were ignored. This has resulted in a negative record on my account.I am seeking a full refund and request that EWC improves their policy disclosure, consistency across locations, and communication with customers.Thank you for your attention to this matter.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The locations in both ******* and ******, ***** suddenly closed a couple months ago without any notice or warning to their customers. The company was actually still sending out confirmation emails for appointments but the doors were locked with no notice on the door that they were closed. I called the *******, ** location to try to get information. They said that the franchise holder lost the franchise. I was told I could use my wax pass at any European Wax Center but the closest center is in *******, which is two hours away. I would like a refund of my money I have spent on wax passes if I am unable to use them locally. This has been a terrible mismanagement of business and a disappointment as a customer who has spend quite a bit of money with this business over the last 7 years. Please let me know what can be done for me as well as the many other customers of this business to rectify this situation.

• Initial Complaint

  Date:03/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been going to European Wax center for a few years now and have always been happy with the service. But over the last few months I have had some major issues that I'd like resolved.On October 29th 2023 I should have been given a referral discount, they said it wasn't in my file but that they'd put it in there so I could receive the discount on my next visit.My next visit came on December 10th 2023. The receptionist told me again it wasn't in my file, but they would again put it in there to use on my next visit.My next visit was on January 28th 2023, they did give me the discount, but I was also supposed to receive a birthday discount and the whole previous interaction repeated itself.The last visit on January 28th is when I had the MAJOR issue I had a $300 gift card I asked if I could put towards buying a wax pass. The receptionist wasn't sure but said she could create a mock invoice that wouldn't actually charge me to see if it gives her that option.At this point I was taken back to get my services done and when I came out the receptionist said she accidentally put the purchase through and it charged my account.They gave me a refund for that withdrawal with no issues but would not reimburse me the $300 because it was a gift card and they do not do gift card refunds.I also asked if I could get a refund for the Brazilian wax pass I previously purchased and had not used because my skin has become sensitive and I've started having adverse reactions in the Brazilian area.The receptionist told me no because they do not do wax pass refunds after 30 days (even though my wax pass was completely unused)So not only did I not receive the $300 gift card back even though I did not authorize the use of it at that time, but I now have a wax pass I spent $538 on that I can no longer use.I do not trust this business with my money any longer and would like a refund for ALL of my wax passes.I've tried contacting corporate with no success.

• Initial Complaint

  Date:02/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The location in Midland and Odessa have closed their doors. This means that the wax pass I purchased is no longer good to use. I still have 5 months remaining of services that I want compensation for. They have not called or contacted anyone to explain why they have closed suddenly without notice.

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/06/2024 I went in for a wax and the technician cut me inside the ******* so bad I need stitches