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:01/23/2023

  Type:Sales and Advertising 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.

  I made an appointment on this business website and followed the prompts. Then they contacted me to say that they couldnt honor my appt because the person that had been booked did not do those appts (even though I didnt pick her. I opted for whoever was available). They also said that they couldnt refund me my $100 deposit because it was outside their cancellation policy, even though the mistake was theirs. On top of that they then said that the person that had been booked could suddenly, magically honor the appt., if I paid $100 more. Extortion. I have the text messages to prove it.

  Business Response

  Date: 02/02/2023

  On Monday 1/16/22 this client booked an appointment online for a touch up appointment with one of our senior artists for the following Monday 1/23/23.
  
  Three days later, on Thursday 1/19/23, the same client booked another appointment online for the same service that she was already booked for the following Monday, but booked it for the following day (Friday 1/20/23) with a higher level master artist, who only sees her existing clients. 
  
  The service description on the online booking page clearly states that this touch up appointment has to be booked with the same artist as the initial artist. This is because pricing is higher for a more experienced master level artist, so a client cannot start treatments with a lower level artist and then move to do future touch *** with a more senior/higher level artist. However, depending on availability, we can in some cases allow client to upgrade the artist level by paying the initial price difference to upgrade to a higher level artist (in this case that difference was $300).
  
  As soon as we received the duplicate booking for the same service that the client was already booked for, we tried contacting the client by phone and text message to correct the duplicate bookings, and cancel the incorrect booking. 
  
  Client responded by text message after closing on Thursday evening, saying that she wanted tomorrow Friday now (not Monday).
  
  We explained that there is a difference in rates and that the master artist she made the duplicate booking with only sees her existing clients. Client then asked to cancel both appointments (which were now only 1 and 2 business days away respectively).
  
  As a gesture of goodwill, our Senior Artist (who the client was booked with for Monday) offered to stay late after her shift on Friday to see the client, since client now wanted to come that Friday (instead of her original appointment the following Monday). 
  
  Later that evening the client responded by text and said that she was not available at the time offered by Senior Artist on Friday and asked to cancel both appointments and refund the deposits ($100 each).
  
  The manager then made another attempt to accommodate the client by making an exception and let the client keep the appointment that day (Friday) with the master Artist and also offered to reduce the upgrade difference from Senior Artist to Master Artist to only $100 instead of $300 as another gesture of goodwill.  the manager also reminded the client of the cancellation policy which clearly states that cancellations less than 3 business (5 calendar days) will incur a $100 fee which is deducted from the $100 deposit, so both deposits would be lost if she cancelled. 
  
  Client then requested that we refund one of the deposits for the appointment she had made Monday which (one business day away). 
  
  Client asked for the phone number of the person who manages the business (although she was already speaking to the manager). The manager then asked the owner to contact client. 
  
  The owner was in a meeting outside the office so he sent client a text message and offered to waive the $100 upgrade fee as a gesture of goodwill so that client could see the master Artist that day at the time she had booked, as well as let her cancel the Monday appointment late without losing that deposit, so that the client would get the time spot she wanted, not pay more to upgrade to the higher level artist and not lose any deposits.
  
  Client responded that she could no longer come in at the time she had booked for that same day (Friday) . The owner then made another goodwill exception and refunded the $100 deposit for the same day cancellation, and advised client that the $100 deposit for Fridays appointment had been refunded  (this is the deposit that this complain regards, so it was already refunded when client made the BBB complaint). The owner asked client if she would like to cancel or keep Mondays appointment. Client responded that she wanted to cancel Mondays appointment and asked if that deposit had been refunded as well ($100). The owner responded that it had not, and reminded her of the booking policy (that she had signed and also received via email upon booking).
  
  Client then sent a cropped screenshot of the booking policy email and said that it said 72 hours prior notice. The owner asked her where she had seen 72 hours, because it stated 5 days prior notice in the policy (which would be 3 business days). 
  
  We strive to provide excellent service and believe that it is very evident that we as a company have gone above and beyond to try to accommodate this client, making multiple exceptions as a sign of our goodwill. Further, the client had already been notified that the fee that this complaint is in regards to had been refunded, before she submitted this complaint, so it was already resolved prior. 
  
  Please see attached PDF (18 pages) for corroborating text messages and other evidence.