Complaints

This profile includes complaints for The Face & the Body Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Face & the Body Inc. has 3 locations, listed below.

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  The Face & the Body Inc.

  2515 S Brentwood Blvd Saint Louis, MO 63144-2308

• 

  The Face & the Body Inc.

  1765 Clarkson Rd Chesterfield, MO 63017-4979

• 

  The Face & the Body Inc.

  2917 Highway K O Fallon, MO 63368-7979

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:03/05/2025

  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 Face and Body Spa Brentwood is refusing to refund me after I cancelled an appointment for coolsculpting. My appointment was scheduled for 1/21 and I cancelled the appointment 1/17. Their policy says that cancelations must be completed at least 24 hours in advance for a full refund and I met that requirement. During my first conversation with management, I was told that I could use the credit of what I paid for the appointment I cancelled, toward another service. I let management know that I was not interested in any other services and wanted a full refund. I was later told that I would not be receiving a refund. When I asked why I would not receive a refund I was told that it was because I purchased through *******. Although I used a Groupon for a previous appointment. I paid for the appointment in question with my credit card directly to The Face and Body Spa Brentwood at their front desk utilizing a separate promotion that I found on their website. I emailed information including the days and times that I called in advance to cancel after reviewing my call log, and a screenshot of the promotion that I utilized when purchasing with my credit card. I also have a receipt that shows I paid them directly for the appointment in question. When asked to communicate about this subject through email so that I could have a record of what we discussed, management refused. I was also told that the owner would be reaching out to me to resolve. I havent received any further communication.The face and body spa ********* are not upholding their cancellation policy and are refusing to communicate.

  Business Response

  Date: 03/25/2025

  This client is not due a refund    We have a no cash refund policy    This client is not being truthful in her facts.    I've offered to speak to the client by phone, and she refuses.   I have offered replacement services but she refuses.

  She attempted to dispute the charge with her credit card issuer, we presented the facts and were awarded the funds.  Attached Is ***** receipt from 11/7/2024.  A copy of the cool sculpting consent form that we have a signed signature from her.  Due to this being a medical form we can not send the signed copy, however we do have it.  I have highlighted on the consent that states NO REFUNDA, that this requires multiple treatments, and does have temporary feeling of tingling etc.  Also, attached is a log of the phones calls we had with her.

  I am not willing to outline all of Ms ******** mis-truths, but the list is long and exhausting. 

  I respectfully request this inquiry be dismissed.  I sincerely hope this is the last of Ms. ******** bullying tactics.

  .

  Customer Answer

  Date: 03/26/2025

  Complaint: 23024509
  
  I have reviewed the business' response and am rejecting it because:
  

  I am not asking for a refund for a service that was already provided. I'm asking for a refund for a cancelled appointment. The face and body spa's cancellation policy is clearly stated on their website. It says that full refunds are allowed for cancelations that have provided 24 hour notice. And 50% refunds are provided for late cancellations. I cancelled days in advance of my appointment. I have attached a screenshot of the policy for reference. 

  I didn't refuse to communicate via phone call. If you look at the last 3 messages of my email with The Face and Body Spa Brentwood you can clearly see I provided my contact information and was told I could expect a call the following Monday. I never received a call and sent another email to notify The Face and Body Spa Brentwood that I didn't receive a call. I have attached my email communication for reference and the messages I am referring to are the last 3.

  I am not a bully. I'm not sure why you would call me that.

  This is not a personal matter. I simply would like a refund for the service I cancelled. I do not have a need for or wish to receive any other services at your spa and therefore wont be exchanging or applying any money to additional services.

  
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 03/27/2025

  We have done all we can do and she is not getting a refund. 

  Customer Answer

  Date: 03/28/2025

  Complaint: 23024509
  
  I have reviewed the business' response and am rejecting it because:

  It is obvious that you have not been honest in your response to my complaint.

  
  The person that responded to this complaint resulted to calling me a bully which is unprofessional and concerning to say the least, and reflects poorly on the business itself.

  
  The document I signed was understood as there would be no refunds for completed procedures that the customer is unsatisfied with. Which is why it was signed as a medical document before the procedure itself, and not before prepaying for my next appointment.

  
  By refusing to implement your own cancellation policy, this business has turned what could have been an easy resolution into a long process that has been unnecessary and unpleasant.
  
  
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:07/30/2024

  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.

  Friday 7/19/2024 ********************* location $215.00 total Requested hair cut max 1/2 inch off ends long layers, color roots, and highlights. I also had an appointment for my eye brows. My hair was not cut completely and about 3+ inches cut off the back. There is noticeable difference in the cut being off. The stylist dyed my hair so dark she was unable to apply highlights too my hair besides three pieces she had separated in the front. Stylist tried to apply highlights, after applying them stated they arent going to show since the color she applied was so fresh. Was at salon for 5hrs. The person who was to do my eyebrows never came to get me, but informed the stylist she needed to leave right after my appointment. I asked to cancel that service. I did not want someone ******* to leave and waxing my eyebrows. Stylist mentioned multiple times about the need to get me to the eyebrow technician. Even stated I am not ******* but she has something to do after work.Reached out to company via email twice with no reply. contact ******** ** to speak with general manager ****** Perk was the name I was given & was provided email address. Was told she is at the ********* location . Called & left my contact information at the ********* location since this is main location with no returned correspondence.

  Business Response

  Date: 09/25/2024

  I am the owner ****** **** (not a general manager as listed in the letter)    My cell phone number is located at the desk of each facility and I am very easy to reach.  I do not believe that Ms. *********** attempted to contact me.   She did not leave me email, voicemail nor text messages

  To that end, we do not offer cash refunds for services.   Cutting and coloring hair is subjective, and our services are not recorded.    It quickly becomes he said/ she said.    If a client has a complaint while at the facility we deal with it at the time of service.    We stand behind all color and cutting services.   Lastly, it is not uncommon for a client to be in our facility for five hours depending on the condition of their hair when they arrive.

  While I am sorry Ms. *********** is unhappy, we will not give cash refunds.   She is more than welcome to return to ************ and work with stylist toward a desired outcome.