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:08/08/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  June 25 - $52. I went in for a brown, lip & chin wax at Chatters Salon. I showed the lady Vipin exactly where I wanted. She decided to do my whole face and after told me I had sensitive skin and it will be red and I should ice it. When I got home there were literal chunks of skin missing on my face. I called back and complained and she blamed me saying she told me to ice it which I had and still was because it hurt so bad. And that I must have gone in the sun which I hadn’t. I woke up the next day to scabs and my face swollen and in pain. I called and asked for a manager they said there wasn’t one in. Over a month later I’ve still been trying to contact a manager, and they say she is off but will pass along a message to return my call as she is still making calls. I’ve left my number 3 times and been told she will get to it. I find it crazy that it’s been over a month and there is no manager available. I’ve asked if I can come into the store for a refund or resolution and have been told “no we cannot do anything without a manager. One of the deeper scabs now has scarred my face. I am at a loss of what to do from here because of lack of anything (response & acknowledgment or responsibility) on their side. All I wanted is a refund but now based on how I have been treated I feel entitled to more? I have pics from right after the apt up until now for the scar. It literally looked like I got punched in the face or fell on pavement.

  Business Response

  Date: 07/09/2023

  I am emailing regarding a complaint by ******************************** 

  
  

  1. The client came on June 25^th for Service of Wax- lip(booked) only. 
  2. The receptionist checked in the client, and our esthetician got the client on her chair asked, " so what are we doing today, client mentioned "FACE". 
  3. The esthetician confirmed again "oh we are doing your full face today". ******** replied, "Yes I am". 
  4. The esthetician went out and told the receptionist to change the service in computer from only lip to full face as it takes more time than just waxing lip. 
     
  5. The esthetician mentioned that oh your skin seems pretty sensitive, are you sure you want to get your cheeks done as well, client mentioned , "oh yes I been waiting for this for long time". Client said she doesn't use anything on her face. The esthetician was not aware as nothing was said by the client. 
  6. The esthetician proceeded to complete the request by client. The face was super red, the client was made aware that the skin is super sensitive, and client agreed to it that yes, I know my skin is sensitive after the service was done. ******** said it is fine, it will be okay after a little bit, this usually happens every time.
  7. After the client reached home, she called the salon and asked for a refund and said that the skin came off with waxing from her face. The receptionist passed the message to the esthetician. 
  8. The esthetician called back as the phone number was provided by the client, and asked what she could help with. She asked client questions about what she had done after the wax like staying away from the sun and did she put ice on it because the skin is super sensitive. Our client mentioned she had done it but not properly. Without looking at her face or picture , the esthetician was unable to see what happened. Client wouldn't provide the picture or wouldn't come back. Client asked for Refund. The esthetician mentioned, unfortunately I am unable to do that because I am not authorized to do it. The client immediately asked for the manager and stopped the esthetician from saying anything else. At that time, the manager was not in at that salon, and she was off for 2 months because she had a ******** ******.  
  9. The esthetician mentioned, " for sure I can pass this to my manager, but she is.. " client hung up the phone on her. She would not let her finish the conversation. This left us with no solution. For the solution of this we needed to talk but she decided to hang up with nothing forward conversation. 
  10. The client reached out to the salon again on June 27^th , did the same thing after explaining her part and got frustrated with the manager not being there. The message was passed to the manager and then to the owner.  The owner (Karen D********) of the Business Reached out to her asked her how she is doing with the situation and asked her if she took any medical treatment for that. The client mentioned that she didn't not do anything. Client won't provide the picture. Karen was trying to help her, but she hung up on her as well. 

  
  

  August 3^rd or 4^th , ******** made a post on ******** page *** ******************* regarding this situation and mentioned in one of the comments that she does use retinol on her face. Retinol thins the skin and there is no protected layer left on the skin when a person uses retinol. Retinol users should also stay out of the sun as well, because skin can get damaged by the sun (potential burns). Photos are attached.

  
  

  
  

  Thank you 

  
  

  
  

  Chatters Salon 

  Prince George