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:05/22/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 5/5/23, I had underarm, ********* & lower leg waxes. I have been waxed for years, even serving as a guinea pig for trainees at *** locations in the ** *****. So, I am knowledgeable about the temp and process. I told the waxer it was too hot after it burned my underarm. She assured me it was not, even though I felt it burning. I asked her to adjust it. It was just as hot on my ********* area, so I told her again. It fell on deaf ears. She proceeded to ply my nether region with an ARMOR of wax. Even worse, she failed to remove a LOT of hair.I submitted a complaint online & few days later, a manager called, talked it out, and "refunded" me by adding credit to my account.Today, 5/22/23, I went in for product, I'm still healing & can't get a touch up. I am met with:Because of "corporate policy" you can only spend a portion.You can only use it in $5 incriminate.Maybe if you buy more it will go through.The corporate program won't let me process it.I explained the reason I had credit was because I was burned. I live an hour away. And this is not acceptable. Another employee is called. Lead water. Same thing.At this point, I am not happy. They are sorry, but oh well, let me get another bottle of lotion, maybe it will go through. Ok. It works. But now I OWE THEM $2.05.I am currently not in good physical shape, have little money, and have to go back to the car for the money.They give NO RECEIPTS on-site. Your only option is email.I get to the car, no lotion. Have to go BACK in, where they are now laughing at **** have lupus and the stress of this situation has now caused a flare up in my body, aside from blatant rudeness and lack of customer care & ridiculous policies to trap customers into spending more when they present it as being a reward for being a loyal customer, which I was. I have hundreds of dollars of wax passes left, I want them refunded, along with another $500 for the condescending attitudes of their ******************* to perform services.

  Business Response

  Date: 07/05/2023

  This message is in regards to the complaint left by ****** ******* on 5/22/23. So sorry for the late response. We have been quite busy and just now found the email about her complaint. I would like to address the service that was provided first. After her service she expressed how she was not happy. The Guest Service Associate that was working at the time told ****** that she would contact the Shift Lead and she would take care of it. The following day the Shift Lead called her and informed her that because she used a wax pass to pay for the service, she was unable to refund the service, but she could add points to the account. ****** agreed with this and the Shift Lead added the correct amount of points to her account. A couple weeks later ****** came in to purchase products. She was told that our booking system only allows us to use points in $5 increments so  totals that have a bit of extra change (like $6.74) will have to be paid for with a card or cash. ****** was extremely angry about this and started yelling and screaming in our lobby. She stormed out and forgot a lotion on the counter so she came back in, grabbed the lotion, and stormed back out (still yelling and screaming). As for her statement about our employees "laughing at her", I can assure you that is not true. Our employees are trained to treat everyone with the utmost respect. Finally, the wax passes. We would be more than happy to refund the amount left on them, however we can not give her an extra $500. We have no way of getting that to her unless it is in the form of a store credit which she would not be able to because she is no longer allowed at our center.

  
  

  Thank you,

  ****** ********