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:10/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 paid for three gift certificates totaling $300. I only did this after knowing a date/time that would work for all parties involved (business owner and us, the customers). The business knew someone was coming in from out of town. The day of the appointment, she cancelled on such short notice the out of town customer was closer to our city than hers. The business cancelled due to "illness" -- while I cannot prove my suspicions, it was scheduled in the morning of January 2, 2025. A little ironic...However, I said okay, and we would reschedule. After months of trying to find a date that worked for us (the customers) we came up with one but it didn't work for her. So, I asked for ****** since she cancelled on us initially. She refused. So, I asked for my money back. This lead to a week long argument with her, wherein I did tell her I would reach out to the BBB and leave reviews (actions I don't do lightly) of my experiences - which she took as personal threats/blackmail. After further arguing/negotiating, we compromised on refunding half and transferring half. The deadline was March 6 and she has yet to refund me any portion. Also, my invoice does not state it's non-refundable. All I want is my money back since she's provided no service, terrible customer service and is now refusing to contact, reach out to me or respond to me. I have messaged inquiring where the refund is and she won't open the message. I've been scammed out of $300 at this point.She also "rebranded" days after I left a negative review.I have dozens of screenshots encompassing the whole conversation, but I've only included the ones where she agreed to provide a refund (which has not been done) and my original invoice -- which does not state is non-refundable. Furthermore, gave her two weeks (instead of a few days) to deposit the agreed upon funds back to me before reaching out to her. It's now been a month and I've heard nothing. I've also included those screenshots.

  Business Response

  Date: 20/04/2025

  Hello ********. I apologize that our communications have come to this and I would also like to apologize for the negative experience youve had with my business. When booking with me and through out our conversation, I was not made aware that your friend was from out of town until a month after when we were communicating about a new appointment date. As you know, you wanted to rebook the appointment for three of you to get pedicures, manicures and massages but asked for the appointment to be at 4:30. My business hours are to close at 7pm, but that would have taken us to *****pm. You did not want to have me come earlier or book a different date where we could start earlier and because of that you asked for a refund. My refund policy for gift certificates is posted on my website and on the caption for that post about the promotion, which are no refunds for gift certificates but they do not expire. I will be happy to issue you a refund now because my intention was never to take your money and run. My intention was to help you all relax and find a date that worked for both my business hours and you ladies. I woke up sick the morning of your first appointment date, and I did not think it would be safe for me to come and give you ladies services with such close proximity when some of you have kids and I was very ill. Again, I apologize for the inconvenience as I now know that it was difficult to work around all of your schedules, but I do hope you understand that I did not want to get any of you sick. 
  

  Again, I will issue you your refund discussed on ******** messenger and I wish you the best. Thank you for your patience. 

  Customer Answer

  Date: 23/04/2025

  Complaint: 23181265
  
  I am rejecting this response because: this is in no way an apology. This is a list of excuses wherein she is trying to lay the onus on me instead of taking accountability for her actions (and lack of actions).
  
  She is incapable of keeping her appointments and clearly her word. I'm out $300 because of all this, and she still has not done any kind of refund (now 7 weeks late). The half that I agreed to let her keep and donate to the **** ******* house hasn't even been confirmed of being donated to the charity center either. At this point, I wouldn't even be satisfied with the half refund, I should be receiving a full refund of $300. Why? I can't even get a simple, genuine apology on top of all this nonsense and especially no guarantee that she'll actually follow through with said donation, given the track record of not keeping her word. Her saying she will refund me in the message through the BBB and yet not following through (again) is not satisfactory in any way, shape or form. I have checked my banking accounts prior to this message and have received nothing.

  In short, what I have gotten here is not an apology and there has been no refund.

  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 27/04/2025

  I surely did apologize for the negative experience youve had with my business, and I will say it again, I do apologize and sincerely regret that I did not agree to stay later than my business hours for your services to make the appointment date you wanted after I was sick work. The reason I have not sent the refund yet is because I have never had this experience before and did not know the proper process, so I thought I should wait until I received your response. I will send the agreed upon amount of $150 to you by May 1st, 2025, which is the compromise we both agreed to since normally, gift certificates are not refunded. Excuses are different than explanations, and I hope you can see that I am a 1 woman operation just trying to explain her side of this whole situation. I never intended on this happening, ********. I wanted to help find a date that worked for both of us. 
  

  In conclusion, as mentioned above, I will refund half of the gift certificate to you, $150.00, by May 1st, 2025, as originally agreed upon in our communications over ******** messenger.

  Thank you,

  Jessica 

  Customer Answer

  Date: 30/04/2025

  There has still been no refund; she is now 8-weeks past the deadline. I would say that this is definitely not in good faith whatsoever. 

  Customer Answer

  Date: 01/05/2025

   
  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.
  
  Sincerely,
  
  ******** *******