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:07/24/2023

  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.

  I booked an appointment on 7/14/2023 at 9:30 am at Bliss Salon and Spa for a hair appointment. I accidentally missed this appointment and did not receive the service, however, a charge for $330 dollars still showed up on my debit card that I provided on my account through their website, which is the full price of the service. I did not receive a receipt for this charge from this business, if I didn't review my bank statement I wouldn't have known they charged me. I tried talking to the owner discussing the MD consumer protection act that is it unfair to charge full price for a service not rendered, however, she kept saying I signed the terms and agreement and that I wasted their time. I offered the pay a percentage of the full price for the appointment I missed for operational expenses wasted, however the owner would not agree to that. I've attached the only confirmation I have for this appointment to show they request you email ********************************** however, this email is non-functional. I believe their terms and conditions for "no show" appointments to be unlawful and therefore their charge to my card for full price should be refunded.

  Business Response

  Date: 08/28/2023

  To whom it may concern,
  
  The following is my response to the complaint filed against Bliss Salon and Spa to the Better Business Bureau by ****** *******. I received the complaint in the mail after the 7 day response requirement passed. I was unaware of this formal complaint until just recently and I believe it is appropriate for my response to be heard. The complainant and I spoke on the phone and I gave her the business's updated email address when she threatened to file the complaint, however she provided the BBB with a previous, now inactive email address. 
  
  She scheduled a 9:30 am appointment online which consisted of a service time of 2 hours and 30 mins with a cost associated of $330 . In order to successfully book an appointment online the client must enter a credit card number and click to agree to all terms and conditions including but not limited to our cancellation policy which is also listed online.  I have also attached the policy to this response for your reference. Within the terms and conditions of booking online it clearly states that your credit card information is required to reserve the appointment you have chosen and it may be used to bill your card in the event that you do not show up for your appointment. By 9:45 the complainant had not shown up so we tried contacting her via phone call and text message but she never replied. We waited until after 10:30 am to charge her card on file per the online cancellation terms which states a no show for an appointment will be charged 100% of the fee for the service she committed to. Not only did we not receive revenue for the complainant's missed appointment, she also left us with an insufficient amount of time to fill the appointment slot with a client on our cancellation list. My employees are commission only. If they don't provide services they are not paid so the employee sat idle for the time she did not show, two and a half hours for her committed appointment time. A week later the complainant finally contacted us about the cancellation charge made to her credit card threatening to report us to the *** and the BBB if she did not receive a refund.  As she mentioned the consumer protection act, under Maryland contract law if an individual voluntarily accepts, enters and commits to a legally binding contract and does not uphold their commitment the terms of the contract are binding. Although she agreed to the terms and conditions and voluntarily accepted and committed to a legally binding contract she did not honor her commitment, as a sign of good faith and to create no bad will, I issued her a refund in the amount of $150. Unfortunately that amount of refund was not satisfactory to her so she proceeded to file a misleading complaint. In speaking in terms of fairness, it is unfair for any consumer to commit to and not show up to a scheduled appointment that requires such a vast amount of appointment time taken from our schedule preventing the salon as well as the technician to receive any income revenue. In the past if a client cancels after the required 24 hour cancellation period, if we can accommodate a client from our cancellation list within that time slot, the cancellation fee would be waived. Unfortunately, that was not the case in this situation. Not only did she not cancel within the required cancellation window, she didn't show up at all, nor did she have the common courtesy to respond to any of our attempts to contact her, leaving us no time to fill the slot with another client to regain some sort of revenue for her missed appointment. 

  Business Response

  Date: 08/28/2023

  Attached you will find the refund transaction receipt of $150.