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:14/07/2023

  Type:Customer Service 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.

  -My fiancé and I are from ON & are getting married in NB
  -I sent *** a 50% deposit ($257.50) in January to secure our Oct 2023 date
  -It was understood that I would be able to book my makeup trial in the late spring
  -I emailed them on 7 Mar asking if they would be available around 17/18 May for my trial appt
  -On 14 March, we agreed to schedule the appt on 17 May
  -*** posted on Instagram on 4 May that they would be out of office until 18 May
  -They did not advise me so I emailed asking if our appt was still on for 17 May
  -They replied saying that they had to fly out of the country for a medical emergency
  -Although the professional thing to do would have been to reach out to me before posting on social media, I wished her well and we rescheduled my trial appt for the morning of 18 May
  -They took a microshading course throughout their two weeks away (but told me they were going for a medical emergency?)
  -On the afternoon of 17 May, they emailed me saying their flight was delayed and they were likely going to miss their connection
  -Obviously the delayed flight was out of their control, but my time in NB was running out and so I decided to cancel their services for our wedding day and asked for a refund for the deposit since the services were no longer being provided
  -They emailed me back at 11pm and again at 1:50am saying they did make their connection and would still be able to see me in the morning
  -At that point I was already sleeping & had already made arrangements with another makeup artist
  -The best they can do is give me a gift card or wait for another booking before refunding me
  -The gift card is not of value to me as I live out of province
  -2 months later, they are not hopeful that they will book the date & it is not likely that I will get refunded
  -I posted my story as a review on their page to warn others & they have since blocked me on all social media, so I now have to rely on them to contact me if they end up booking the date in order to get my refund

  Business Response

  Date: 25/07/2023

  Hello,
  
  
  I think there was a major misunderstanding during our messages. Firstly id like to clarify that client was aware of the Non refundable policy agreement that you accepted. 
  
  Im extremely confused as to why the client think I need to send her deposit back, if I didn’t cancelled her appointment or wedding I just had rescheduled because I had to make a last minute travelling because I had a bad experience with a surgery here and I wanted to get that checked out plus doing some errands what is doesn’t have nothing to be with my clients, I just explained to her a little bit to be communicative and informed her what happened.
  
  
  
  Secondly I booked an earlier and more expensive flight back from my trip to make sure I was here on time for her trial, if client had expressed that she wasn’t comfortable on that moment I would just had canceled extended my trip and gave her the money back but she didn’t, so I incurred in more expenses for being back.
  
  
  I posted i would be back from my trip on the 18th and confirmed with her that I would be back on time for your trial. The flight delay was completely out of my control and I even notified her of that in advance in case I wasn’t going to make it on time for your trial but I was back in moncton on time regardless.
  
  
  In good faith I offered her a gift card with the full amount of the deposit as something that will worked out better as she may need other services done by her wedding day and the client refused so I offered that I would post the date as available and if I get it book I was going to give her the money back and I still having have the day booked. 
  
  The date was blocked for her for over 5 months and also I refused other weddings because that day was blocked for the client.
  
  As a business we spend time planning everything ahead with the bride, sending estimates and invoices that have a cost as well and is overlooked.
  
  I apologize if there was any kind of misunderstanding a long the way but the client starting posting agains me on my business pages, Facebooks groups etc, what was really unnecessary and I had to addressed that situation because was affecting my business, but we still communicating by email as usual.
  
  Even after client canceling your trial last minute i do not mind re scheduling if she still wish to have me there for your wedding if not I am more than happy to refund you your deposit that was paid for your trial but not for the wedding because mentioning reasons. 
  
  I had being trying to attached a few supporting documents but I haven’t been able and client already sent the conversation that proof everything said. If case of needed please contact me.
  
  Sincerely,
  
  
  ***

  Customer Answer

  Date: 26/07/2023

   I am rejecting this response because:

  *** Diaz Beauty Spa is completely missing the point of this complaint in the first place. We had a date scheduled for a trial appointment for months in advance, they did not contact me to advise me that they would be out of the country on the scheduled date - instead, they awaited for me to reach out to them after I saw that they posted on social media that they would be out of office. If they decided to book a more expensive return flight after they realized that they had forgotten an appointment, that is not my fault. After this incident, how can I trust that they would not repeat the situation on the wedding day? I need to be confident in the vendors I book and trust that they will provide their promised services on such an important day - this is clearly not the case here.

  It was implied that I accepted the non-refundable deposit when I made payment on January 5th but, a contract was never signed outlining this. Again, typically a non-refundable deposit is to protect the business in case the client no-shows or cancels at the last minute; however, this was not the case here. The business was the one who double booked their schedule and therefore, I decided to cancel their services for the wedding day because of actions they took. The wedding was still 6 months away from the date of cancellation, which is well in advance of the 60 day cancellation policy outlined in their wedding policies (please see attached). They also have a ''Satisfaction Guarantee'' in their policies, which was not met.

  The negative review I posted on their ******** page (which has now been removed) very well could have been avoided. I reached out to them multiple times to try to resolve the issue between us. I merely posted what my experience was with their business - which I believe others should be aware of, especially when booking services for such an important day.

  They are now saying that they will refund me only for the trial cost ($65), which is roughly only 25% of the full $257.50 deposit I made. This is unacceptable given that this was the business's mistake in the first place.
  
  
  

  
  

  Business Response

  Date: 28/07/2023

  Understand that client must be feeling really overwhelmed and upset right now. 
  
  
  But we as a company were 100% willing to collaborate with the client even that the client misinterpreted the situation and canceled her service last minute, client didn’t accept any of the offers that was made such as the full amount on a gift card, full refund if the date that was reserved for over 5 months for her wedding makeup gets book or trial deposit refund, what is not longer considered after false allegations and constantly posting affecting my business reputation. 
  
  
  At the client rejection, client described the situation from her point of view clearly misunderstanding our conversations as we always replied to her by every sources of communication trying to explain in different ways the situation.
  
  
  In resume: I had to travel mostly for medical reasons after surgery not specifying that it was going to be the only activity to be done as I informed client when we talked; what is not the matter as has nothing to do with the client (personal life), I booked from the beginning at more expensive flight in order to be able to come back on the 17th just to be here for Julie’s trial appointment as inicial booking, reason why the client didn’t need to be reached out.
  
  
  I posted that I was I going to be away till the 18th for general clientele as I was just going to do Julie’s appointment on the 17th because was already booked. When client saw the post and reached to me wondering about her appointment, I realized that the coming back flight on the 17th was till later that day , I apologized and explained to client why I was going to be away and that the flight was going to be arriving the 17th at night, so we rescheduled on may 4th for the appointment for the 17th to the 18th at 8:30AM (business are entitled to reschedule for any reason as we still humans being), Everything was fine and planned for the 18th, if the client would had express her concern by that time I would definitely had refunded the deposit (but customer agreed to rescheduled). On my way back  I thought I wasn’t going to have enough time to take my connection flight so I reached out the airline to verify when was leaving next flight in case of missing the connection  (what wasn’t the case) and I immediately informed the customer in case rescheduling would be needed as I didn’t want to have any inconvenience with the client. I made my connection and informed the client I was here for her appointment. Client decided to canceled her appointment and insinuated that I forgot her appointment (what never happened) and also stated that I was dishonest because I did a course. 
  
  
  I asked her to show to her appointment to be able to talk in person as I felt that she misinterpreted the situation and because it was going to be hard for her to find another artist for doing her makeup with such a short notice. Customer decided to proceed with the last minute cancellation anyway clearly knowing the policies, client didn’t show to her appointment and stated that she already found someone else for doing her trial and wedding makeup.
  
  
  Policies specified that the deposits are non refundable or non transferibles. 
  
  
  Satisfaction Guarantee: Means that Makeup will be completed to the client’s satisfaction, and acceptance of the completed makeup application is acknowledgement by the client that the makeup is done to the client’s satisfaction as it is stipulated in the policies. What is no case as the client didn’t get makeup done. 
  
  
  Cancellations are referred to the other 50% (what wasn’t been payed), in case of cancelation 60 days prior the event or the client would be responsable of paying the full amount of services agreed on the contract.
  
  
  We would appreciate if the client could stop making false allegations and accusations in behalf my business by this respectable organization or online,  from this moment business would have exclusively communication with client just through BBB till final and after final resolution won’t be any further communication with client after being bullied and misinterpreted.
  
  
  Support documents had been sent via email.

  Customer Answer

  Date: 29/07/2023

   I am rejecting this response because:
  
  
  1. *** Diaz Beauty Spa had not offered to refund the trial deposit prior to me making this complaint on BBB (which as mentioned previously, would still be a loss to me, as the trial itself is only about 25% of the full deposit I paid). They did offer the gift card, which as mentioned previously, would not be of value to me as I live out of province and would not be able to use it.
  2. They said themselves on July 5th (attached in previous email thread) that they were not hopeful that they would be able to rebook the date to someone else; and to me, this means it would not be likely that I would receive my full deposit back.
  3. I have not been posting “constantly”, as *** Diaz Beauty Spa mentions. I posted the attached review, once on Instagram stories and once on ******** on July 6th. I apologize if the business believes that I have been bullying them, as that was never my intention. I believe the review I posted was professional and only explains my experience with the business, which I believe others should be aware of as I wouldn’t want any other customer having this happen to them.
  4. They mention in paragraph 4, that “in resume {…} I booked from the beginning at more expensive flight in order to be able to come back on the 17th just to be here for Julie’s trial appointment as inicial booking, reason why the client didn’t need to be reached out”; however, when I reached out to them on May 4th after I saw them being out of office until the 18th, they mentioned to me they would be flying back in on the night of the 17th, although our initial appointment was booked for 11:00am EST on May 17th. If they were flying in on the night of the 17th, how would they have made our 11:00am EST appointment?
  5. In paragraph 5 they mention “I posted that I was I going to be away till the 18th for general clientele as I was just going to do Julie’s appointment on the 17th because was already booked. When client saw the post and reached to me wondering about her appointment, I realized that the coming back flight on the 17th was till later that day, I apologized and explained to client why I was going to be away and that the flight was going to be arriving the 17th at night”. They are contradicting themselves again here. At first, they are saying that they booked a more expensive flight to be back on time for our appointment, and then they say that they realized they would be flying in at night, after our scheduled appointment. If they realized that the flight they booked conflicted with our initial appointment, they should own up to their mistake and refund what is rightfully mine.
  6. Everything would have been fine for our rescheduled appointment of 08:30am EST on May 18th; however, when they emailed me at 16:44 on May 17th saying that their flight was delayed and that they would likely not be back until 14:00 the following day, I had to make a decision as my time in NB was running out. This is when I decided to cancel the services and asked for my deposit to be returned due to all the uncertainty. I was only in NB until May 19th and I had other pre-wedding appointments booked (hair trial, wine and cake tasting, venue visit, Mother of the Bride dress shopping, etc.) – there was no more room in my schedule to reschedule a second time. *** Diaz Beauty Spa then emailed me at 23:12 and 01:23 saying they did make it back on time – I’ve already acknowledged this in my initial complaint. However, at that point I had already explained to them that I no longer felt comfortable continuing services with them and had requested my deposit to be returned.
  7. In paragraph 6, they mention “client didn’t show to her appointment” – there was no appointment to show up to. I canceled the appointment after *** Diaz Beauty Spa mentioned their flight was delayed and that they would not likely make it back in time.
  8. I am not making “false” allegations. All facts mentioned on my part have been truthful and honest. It is not necessary for us to argue back and forth at this point. We simply need to come to an agreement with regards to what a reasonable refund would be. I am asking for a 75% return of the total $257.50, equaling to $193.13.