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:05/25/2025

  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.

  On April 5th 2025, I booked the Bridal Package with You Beauty Lounge. On May 5th 2025, I paid $300 for the package, and scheduled two appointments. The appointments were the Bridal Hair Trial on May 14th 2025 at 8am and Bridal Hair and Makeup on May 15th at 11:30am. A wedding contract was signed by You Beauty Lounge on April 5th and it was signed by me on April 13th. In the contract the Bride package states " $300 services included: wedding up-do trial, wedding make-up consultation, day of wedding up-do and make-up." On May 14th at 7:06am, I received a text saying my 8am hair trial appointment was cancelled due to the stylist being sick and that they needed to reschedule. There was no time to reschedule due to my wedding and hair appointment being the next day. They cancelled my hair trial and their solution was to have be come in 30 minutes early the next day to have someone else do my makeup so the stylist could have more time on my hair. This was not equal to a complete hair trial. I purposely booked a hair trial because I had no idea how I wanted my hair. The appointment was changed to 11am on May 15th. They completed my bridal hair and makeup the next day. I asked for a refund of some money due to them cancelling my hair trial, and they refused. I went inside twice and talked to two different people. A week later, my husband called them asking for a refund and they again refused they only offered to send us a gift basket which we declined. They offered no justification for voiding the contract. They said the hair trial was "optional" and "free" however the contract does not say that. The cost of the hair was $150 and we would like to get $75 refunded due to them only doing the wedding day hair and not the hair trial. Attached are supporting documents and the contract. The company states that they record all conversations so it should be possible to hear the conversations that were had by phone by ************* and ************.

  Business Response

  Date: 05/28/2025

  Thank you for the opportunity to respond to the recent complaint filed regarding bridal services provided at You Beauty Lounge.
  We take all feedback seriously and value transparency and integrity in all client interactions. In this case, we believe the complaint is unfounded and does not accurately reflect the events that took place.
  
  Background and Wedding Policy
  Like all of our bridal clients, the bride signed a detailed wedding service contract which outlines the services to be provided, including a complimentary bridal trial offered as a courtesynot a billed service. The contract also specifies that the trial should ideally be scheduled with enough time before the wedding to allow adjustments, but ultimately the bride chose to schedule her trial the day before the wedding.
  On the morning of the scheduled trial,the stylist assigned to her unfortunately became very ill with food poisoning.Our team immediately contacted the bride to inform her and worked diligently to try to reassign another stylist who was also available on her wedding day to ensure consistency. However, none were available, and it is our policy to only allow the stylist who does the trial to do the wedding day style to preserve continuity and results.
  As a solution, we arranged for the bride to arrive early on her wedding day, and added extra time to her appointment to ensure her stylist could walk through the style with her, make adjustments, and create the look she loved. This was done professionally, thoroughly, and on schedule.
  
  Makeup Services and Positive Feedback
  On the wedding day, one of our managers performed the brides makeup and a stylist did her hair updo. The bride was extremely pleased with the results and even tipped in casha clear gesture of her satisfaction and appreciation. There were no complaints expressed by the bride at any time throughout the service.
  
  Complaint Origin &Refund Demand
  After the wedding service was completed to the brides satisfaction, the groom returned to the salon demanding a refund for the complimentary triala service that was never paid for or provided. Our front desk team explained multiple times that the trial was free, as clearly stated in the contract.
  The groom became increasingly confrontational and demanded to speak to a manager. A manager, who had personally worked with the bride that day, reiterated the same message calmly and respectfully. Despite this, the groom left upset and later contacted us threatening to file complaints with both the Better Business Bureau and the Alaska Attorney General if we did not issue a refund for a free service.
  
  Policy Change Moving Forward
  As a result of this experience, we will no longer offer complimentary bridal trials moving forward. While we have always provided this as a courtesy to ensure brides felt fully prepared and supported, this situation has made it clear that even free services can be weaponized unfairly. All bridal services and consultations will now be booked and billed as standard appointments to protect both our team and our business integrity.
  
  Final Summary
  ?The bride received the full bridal hair and makeup services she contracted for.
  
  ?The stylist and makeup artist delivered high-quality service, and the bride expressed satisfaction.
  
  ?No formal complaint or dissatisfaction has been made by the bride herselfonly by the groom.
  
  ?The service in question (the trial) was complimentary, not paid.
  
  ?The bride tipped her makeup artist and hair stylist and left happy on her wedding day.
  
  ?The refund demand appears to be retaliatory and unfounded, and we believe the threats to damage our reputation in exchange for money reflect poorly on the complainant.
  
  We respectfully request this case be closed as resolved and without merit, and we remain committed to serving our clients with honesty, excellence, and professionalism.
  Sincerely,

  
  ******** South
  Owner, You Beauty Lounge

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23376016
  
  I am rejecting this response because:

  I want to start by saying multiple things that were said by the owner of You Beauty Lounge are inaccurate. The contract I signed does not say anywhere that the hair trial is complimentary. It says:
  
  Bride: $300 services included: -wedding updo trial -wedding makeup consultation -day of wedding updo and makeup.
  
  In fact, the word complimentary isnt in the contract at all. There is also nothing in the contract that specifies the trial should be scheduled with enough time before the wedding to make adjustments. I am wondering if the owner is referring to a different contract, because she mentions two things that are not in the contract I have and signed. I read it all before signing, so I understood everything.
  
  I am not from ****** and only had the day before the wedding to do the hair trial. I asked if that would be fine before I booked the bridal package back in April, and I was told it was fineso it was booked and paid for that same day. If I had been told it wasnt, I would have booked elsewhere. I was also told my hair trial appointment was canceled fifty minutes before the appointment was scheduled. I was already en route to the salon when I was informed it was canceled. This was a vacation for us, and I had planned the entire day around this appointment. I was also extremely stressed the rest of the day and on my wedding day leading up to the hair appointment. I specifically booked at You Beauty because the trial was sold to me as part of the bridal package.
  
  I was pleased with the quality of my hair and makeup done the day of my wedding, and I said that. I did tip both stylists because, despite being upset I didnt get a hair trial, they didnt deserve to have that taken out on them when they did a good job. My complaint has always been against the business itself, not the individual stylists. After the services were complete, I (the bride) went to the front desk to ask if I could have a refund since the hair trial wasnt done. The groom was with me at this time. The front desk employee went to the back, talked to someone, and came back and said nothat it was a free service. I mentioned the contract, but they ignored it. The groom and I then left and went to our car. I was extremely upset and began tearing up. We then went back in together, and the groom asked again if we could have a small refund since the hair trial was not done. At this point, a manager came and talked to us and told us the same thing: that it was a free service. We even mentioned that it did not say it was free in the contract. We were extremely respectful and polite despite being upset, and ultimately left because we didnt want to get more upset on our wedding day. The fact that this business owner is not being truthful about this interaction is unsettling.
  
  Once we got back home, the groom called You Beauty again to try to find a resolution. He called and asked to speak with the manager and was told they would call him back. They never did, so he called again. He spoke with a manager about the situation and kindly asked for a refund. I was with him and overheard the conversation. They declined to give a refund and instead offered a gift basket, saying they didnt want to take money away from the stylist. He declined that, and since there was no resolution, he let them know a report would be filed. He never demanded a refund nor did he threaten the company, as the owner is claiming. He only mentioned filing a report after no resolution was made. This is the second time the business owner is not being truthful about our interactions with the business, and it creates a pattern of dishonesty. You Beautys disclaimer states that they record all conversations over the phone, so his conversation with the manager was recordedand it can be easily proven that what the owner said is not true.
  
  My complaint is the same as it was before: I prepaid for services that included a hair trial, and the hair trial was not done. We have tried multiple times to resolve the situation, but You Beauty continues to deny what the contract actually states and continues to blame us and treat us in a condescending manner.
  
  You Beauty is also attempting to take away my agency by claiming that I never complained myself. I, the bride, did complain about being dissatisfied that the hair trial was not done on the day of my wedding. I, the bride, was getting so upset over it that the groom took over talking for me so I wouldnt get even more upset. I, the bride, did not leave happy that day.
  
  I am concerned that this business, in the future, will continue to be dishonest in their handling of contracts and *** women of their own voice who dare to complain.
  
  To summarize, I was pleased with my hair and makeup done on the day of my wedding. That is not my complaint. My complaint is that the hair trial was not done due to being canceled last minute by You Beauty. No refund was given, even though the contract states it was included in the price of the bridal package. Since that initial complaint, You Beauty has dealt in bad faith by lying about the contents of the contract and by giving dishonest accounts of our interactions. I am willing to drop the complaint despite how the groom and I have been treated if the business can prove that the contract I signed states the hair trial is complimentary as the owner is claiming. I again attached the contract that I signed. 
  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 06/02/2025

  This letter serves as the formal business response to Complaint #******** filed. We appreciate the opportunity to clarify the record, correct factual inaccuracies, and defend the integrity of our business and team.

  You Beauty Lounge has served the Anchorage community and traveling bridal clients with professionalism,consistency, and ethical care. Unfortunately, despite our sincere efforts to accommodate the brides service needs, her complaint contains material misrepresentations and has escalated into a campaign of public defamation that we must formally address.

  CONTRACTUAL AGREEMENT AND SERVICE SCOPE
  selected and prepaid for a bundled bridal package that included:
   -A wedding day updo
   -A wedding make up application
   -A trial hair styling session
   -A makeup consultation
  
  The package was billed as a comprehensive service; however, no individual pricing was assigned to each service line.While the term complimentary may not have appeared in the contract text, it is standard practice in the bridal beauty industry to offer trials as part of an all-inclusive rate, not as independently invoiced services.

  We recognize that the language of the agreement left room for interpretation, and, in light of this dispute, we are amending all future contracts to specify the value of each service component and outline our illness and rescheduling policies.

  TRIAL APPOINTMENT CANCELLATION AND COMMUNICATION
  The bride scheduled her bridal hair trial for the morning before the wedding at 8:00 a.m., which was the exact time our business opened. The assigned stylist attempted to prepare for the appointment but, upon waking, was actively experiencing symptoms of severe gastrointestinal illness, including vomiting. In accordance with state health protocols and salon policy, she immediately contacted management to report that she was medically unfit to provide services.
  At approximately 7:00 to 7:10 a.m.,between 5060 minutes prior to the scheduled start time, a receptionist contacted the bride to inform her that the stylist was ill and unable to complete the trial. Given the early hour and lack of alternative qualified bridal stylists available who could also perform the wedding day service, it was not possible to reassign the appointment within that time frame.
  We communicated this change promptly and transparently and, to mitigate the impact, extended the brides scheduled wedding day appointment and requested she arrive early for a longer, more thorough styling session with the original stylist.

  SERVICES RENDERED AND CLIENT SATISFACTION
  On the day of the wedding, both hair and makeup services were provided as agreed. The brides style was completed by her assigned stylist, and makeup was performed by one of our managers. The services were completed without delay or deficiency. Following the appointment, the bride verbally expressed satisfaction and proceeded to tip both service providers in cashan action typically interpreted as confirmation of a job well done.
  It is worth noting that no dissatisfaction regarding the styling itself was raised on the wedding day.Only after completion of all services and checkout did the bride and groom return to the front desk to request a partial refund citing the missed trial.They were respectfully informed that a refund could not be issued, as the services rendered were completed in full on the wedding day and the trial,though included in the package, was not independently charged or performed due to an unavoidable medical issue.

  ESCALATION, FALSE ACCUSATIONS, AND REPUTATIONAL HARM
  Following this conversation, the complainants partner initiated a series of communications that included:
   -Multiple follow-up phone calls, during which he stated that unless a refund was issued, they would file a complaint with the Better Business Bureau and Alaska Attorney General
   -A one-star ****** review, written by the bride, a manager responded
   -A one-star ****** review, now removed, containing defamatory language that misrepresented our staff as glib, rude, and unwilling to support clients
   -Allegations in the BBB complaint accusing You Beauty Lounge of dishonesty, contract fraud, and professional misconduct
  
  We regard these actions as an orchestrated attempt to damage our business reputation and exert pressure for a refund over a missed triala single component of a bundled service package that was fulfilled in all other respects.
  The cumulative effect of these efforts has caused significant emotional distress to our staff and presents a clear example of commercial defamation. The false public accusations, combined with veiled legal threats and attempts to leverage negative publicity for financial compensation, may constitute tortious interference and defamation per se under applicable Alaska state law.
  We reserve the right to pursue appropriate remedies should this reputational harm continue.

  CLOSING POSITION AND BUSINESS PRACTICES
  Despite the unusual circumstances, we delivered all contracted services on the wedding day with care and professionalism. No portion of the contract was left unfulfilled except for the trial, which was missed due to the medical emergency of a licensed professional and addressed with proactive and timely communication.
  

  To prevent any future ambiguity:
   -We will no longer describe trials as complimentary under any context
   -All future bridal agreements will reflect itemized pricing for transparency
   -A clause will be added to address uncontrollable events such as illness or emergencies
  
  Our business has operated in good faith throughout this interaction. We respectfully request that this matter be considered closed without fault, and that the defamatory statements made in this complaint and related public platforms be recognized as outside the scope of constructive criticism or service dissatisfaction.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23376016
  
  I am rejecting this response because:

  You Beauty has repeatedly claimed that the hair trial was complimentary, yet failed to show any evidence of this in the signed contract, despite multiple interactions. We contacted them in person or by phone on three separate occasions before filing a complaint with the BBB: we went in person twice on the day of the service, and the groom spoke with the manager once by phone. We genuinely attempted to resolve this issue directly with the company.
  
  
  In their most recent response, You Beauty acknowledged that the contract does not state the hair trial was free or complimentary and admitted it left room for interpretation. However, in previous responses, they insisted that the bride signed a detailed wedding service contract. These two statements contradict each other. The purpose of a written, signed contract is to ensure both parties understand and agree to the terms. I would not have signed the contract or chosen You Beauty had I known the hair trial was not included. I booked the package under the belief I would receive a service that ultimately was not provided.
  
  
  Now, You Beauty has stated they are amending their contract as a result of this complaint. That alone demonstrates they recognize the original contract was unclear. We dont believe our request was unreasonablewe never asked for a full refund, as some services were performed satisfactorily. We only requested a partial refund for the service that was not completed.
  
  
  I did not bring up the issue of a partial refund until after the wedding day services were complete because I feared that raising the issue earlier could lead to You Beauty retaliating by canceling my appointment on my wedding day. In their response, You Beauty included a phone call recording from when the appointments were booked, which confirms they record conversations, as their automated phone disclaimer also states. However, they conveniently omitted the recording of the phone call where they claim the groom threatened them. Theyve made this accusation twice without offering any proof beyond hearsay. If they review that call, they will see the groom simply stated that we would file a complaint after they failed to offer a resolutionas Ive already explained.
  
  
  You Beauty also argued that it is standard practice in the bridal beauty industry to offer trials as part of an all-inclusive rate. But neither the groom nor I are in the bridal beauty industryhow would we be expected to know that unless it was clearly outlined in the contract?
  
  
  Ive stated multiple times, including in my review, that I was not upset with the hair and makeup done on the wedding day. They did a good job, and thats why I tipped the stylists. I was upset about the service that was not provided. You Beauty continues to assume how I felt during the experience. I didnt feel the stylist deserved to be punished for an error outside of their control, so I still tipped them. Perhaps that sent the wrong message. But being satisfied with part of the package doesnt mean I was satisfied with the whole experience.
  
  
  I have the right, under the First Amendment, to write a review or complaint based on my experience. I believe its important to warn others who may be considering You Beauty about what happened. They also inaccurately stated that the groom called them multiple times. In reality, he called twice. The first call lasted only a minutehe asked to speak to a manager and was told one would call back. No one did. After waiting more than three hours, he called again and had a 17-minute conversation. If they had followed through on their promise to return his call, he would not have had to call a second time.
  
  
  One signed statement from a You Beauty employee claimed, The client elected to schedule her trial the day before the wedding due to travel from out of state, despite our formal recommendation that trials be scheduled with more lead time. This is false. I received no formal or informal recommendation to schedule the trial earlier. This is disproven by You Beautys own submitted phone recordings.
  
  
  You Beauty has also failed to acknowledge the emotional distress I experienced the day before and the day of my wedding. I was in tears and unable to fully enjoy my vacation or even parts of my wedding day. Their continued false accusations have only worsened this distress. 
  
  
  At this point, we recognize there is no path to resolution. You Beauty admitted their contract was vague, yet refuses to offer even a partial refund. We have made no false accusations. They have not proven that we threatened them, and we have never attempted to use negative publicity for financial gain. We only asked for a partial refund for the service that was not deliveredone that was implied to be part of the signed contract.
  
  
  Rather than working toward a fair resolution or improving their contract to prevent future misunderstandings, You Beauty has instead chosen to issue threats in writing. We have provided multiple examples of false claims on their part, and they have not offered any substantiating proof in return.
  
  
  This will be our final message regarding this matter. Thank you to everyone who took the time to review it.
  
  
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:06/28/2023

  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 had a scheduled appointment on June 10th at 10:am-pm. I was in for a cut and color, I have provided a photo below for both the cut and color I asked for and I received neither. I immediately let the salon know via email that I was upset and received a call on Sunday 6/11 stating the *** ***** would call me. The stylist ****, who did my hair was immediately fired because of this experience. I did not receive a call from Elize for 1 week and I decided to call them. I was told my email was not shown to ****, but **** messaged me and referenced my email. I was told by ***** that, she wishes she would have known about my experience prior to firing **** because then she could have given me a refund. I told her about this on 6/11 and **** was fired because of my complain on Monday 6/12. They offered to see me for a consult but would charge me full price to fix my hair, they would give me a free conditioning which is equal to $50 and have been very rude and so I did not feel comfortable at all. I was called a liar by the owner ******* who accused me of altering the photos I sent as proof I did not get what I paid for. I paid $408 including gratitude for the time spent $340 not including gratitude.