Complaints

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 24th I booked an appointment online with my hair stylist (******) who I have gone to for multiple years now. To book online appointments you must pay a deposit to ensure you come to your appointment. It was originally for August 4th at 8:45am. I tested positive for COVID-19 on Tuesday ************************ 2nd and I called the very next morning to inform them due to my upcoming appointment. We rescheduled the appointment for August 18th at 12:30pm with ******. My hairstylist, ******, ended up resigning sometime before my appointment and I received an email on August 7th from the owner of Lotus Salon ****** about the resignation and rescheduling my appointment. I said I wouldnt be rescheduling at that time. I asked if I would receive my deposit of $38.25 back as I didnt no call no show to my appointment or cancel it with less than 24 hours of notice, which is all it states on the booking sight about the deposit. The owner said I would only receive a store credit and not an actual refund as I could use the store credit when I schedule a new appointment with a different stylist. I did not want to reschedule with a new stylist as I was a client to ****** and went to Lotus Salon because I enjoyed the services ****** provided. I continued to converse with the owner, ****, about how I dont have a need for a store credit and I booked the appointment and paid the deposit for a service Id be receiving from ******, which I would no longer be receiving. As well as the fact that I hadnt done any of the acts stated (no call no showing, cancellation with less than 24 hours notice) that made the deposit nonrefundable. She refuses to give me a refund if its not in the form of a store credit to her salon. *** continued to explain and converse with her about this matter and I dont see it resolving without further involvement. Below Ive attached some of the emails, the deposit amount on my account, and what the site shows when booking your appointment/paying the deposit.

  Customer response

  08/24/2022

  I just wanted to send an update through that this morning the owner of the business contacted me and said she would mail me a check with the balance of the deposit on it. Is it possible to keep the claim open, but not take farther action, until I receive the check? 

  
  

  Thank you! 

  Business response

  08/24/2022

  This client was refunded her deposit on August 23rd, 2022. If you read through the emails sent, I was very professional and pleasant in offering her options with her online deposit. She did agree to booking terms that state the deposit is nonrefundable. It also states on those terms that if the appointment is canceled or no showed the deposit is forfeited. She did cancel her appointment and we made an exception for her. I did notify her of the stylist resignation on August 7th. I received a response back on the 8th that just stated she will hold off on rescheduling. Nothing about a refund on deposit. That request came from her on the 15th, I responded at 7:10am on August 16th ....."Good morning, *****. Yes, we kept a credit of $38.50 on your salon account for future appointments and product purchases. If you have chosen to follow ******, you can request that deposit from her. We do hope you would like to stay with Lotus Salon which is why we will honor that credit on your account." I received no response until August 20th. I did my best to clarify the terms and give options to her. After not being able to come to a solution I graciously refunded her deposit.  

  Customer response

  08/30/2022

  I have received the deposit refund - thank you! 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

*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. ↩