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:01/10/2025

  Type:Service or Repair 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.

  The business ad by the entrance offered a special - buy 1, get 1 free. I was curious to learn about this new business and considered regularly using their services in the future because this salon is conveniently located. When I called to inquire about the special, the owner who answered the phone said that they are still running it and did not mention that there were any restrictions on the way the offer has to be used. Likewise, then I was booking an appointment, and came in to get my first service done, no one mentioned anything about a 6-week restriction. Not until I completed the service, the manager at the reception desk told me that I have to use the second service within 6 weeks, otherwise the but 1 get one offer wont be applied. That surprised me because it was not noted on the ad post they displayed outside by their salon and because no one mentioned it when I was asking about, booking, and getting the service. I contacted the business via email requesting to make an exception but havent heard back. When I called and asked to speak to the owner and explained the situation, telling them that its a fraudulent way to get people into believing that they are getting a deal only to find out that the deal would only apply if you complete the second service within their set timeframe. I dont need it and cant accommodate coming it within their set timeframe time they require. Yet, not only they refused to make an exception, did not connect me to speak to the owner, they also send me a message stating: Please do not call here again you have been banned. What kind of customer service is that?! If they want to attract new customers, then they should be fair and accept the fact that they didnt fully disclose the terms of the offer. I wouldnt book any services if I knew thats how they operate. Since they banned me from contacting them, I want the money back for what they charged me without telling me first how their promotion works.

  Business Response

  Date: 01/31/2025

  This guest, **** Zhivnitskaya, was aware that the **** is only good for 6 weeks, it is on our outside signage and the **** postcard itself, this is not new.  My manager did work with this guest as she said she had laser hair removal previously, my manager then offered to have her come in for another service, such as underarms, half leg, etc.  This was not satisfactory to this guest, then she went on to threaten legal action against me and call my manager names, I will pursue that and handle that on my own.  I will not refund a free service, she paid for the first one, the 2nd is free, she is not eligible to receive a refund from my business. She was "banned" from my business as this is not the type of guest that we want to have visit our businesses. 

  Customer Answer

  Date: 02/02/2025

   
  Complaint: 22795152
  
  I am rejecting this response because:
  
  The person who responded is misrepresenting the facts: 

  - I was not aware of the requirement to use the services back to back within 6 weeks. I did not see anything related to this on a sign that was displayed by the entrance and when I spoke to the owner, she did not mention thats a requirement. I only learned about it after my first service was completed. 

  - I did not call anyone names. What I did say is when I asked about the offer, no one said that I had to use it within 6 weeks between two appointments. Because that was not apparent from the sign by the front door or prior to the appointment, telling a customer about that after the service was completed is fraudulent & deceptive. If I knew about that requirement, I would not sign up for the service. 
  - I didnt threaten legal action. The person who responded based all this on hearsay and whatever the manager perceived she heard. When your customer points out that the way she was treated is deceiving and fraudulent is not an equivalent of the customer stating Ill *** you. 
  - I paid for two services and got banned after I used only one of them. Therefore, I request a refund. 
  - Lastly, had you worked with me and allowed to book the second service outside of 6 weeks, youd have a loyal customer for years and would probably gain even more business through my recommendations. Instead, you are wasting your time because of $30. Pick your battles, that might get you further than fighting a single mom who is trying her best to manage taking care of her child, full-time job, and trying to find time for body maintenance. 

  Sincerely,
  
  **** Zhivnitskaya