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:07/11/2025

  Type:Customer Service 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've gone to this place for a long time for massages and to get my nails done without any issues. I started to received texts booking me for appointments I didn't book. I happened to be in the salon when I received one of these texts and showed the lady that was doing my nails, named ******* the text. I heard from several employees that they were under new management, had just updated their system and hired new people that didn't know what they were doing. When I tried to book an appointment they said I had several no shows. I told them the situation and told them to speak with ******* since she witnessed the text. I also had already told one of their new girls up front about it. The person I spoke with no longer works there though. I was cleaning out a drawer and found a $250 gift certificate my husband bought online and he told me he also had a $200 gift card he bought from the store. I called the store to verify that the gift certificate hadn't been used yet. They said it hadn't but they are refusing to let me use the gift certificate or gift card and refuses to refund the money. They said they don't want me to come back and hung up on me.

  Business Response

  Date: 07/15/2025

  It is true that ***** ****** has been a client for a long time. However, she has had multiple "no shows" (a chargeable action, as per our policy), and "late cancels" (also a chargeable action). Most times, she was not charged, as we like to give our clients the benefit of the doubt. We needed to charge her, as some of our technicians (including Roxanne) asked for us to NOT book ***** with them. We had conversations with Tracy, and she did not seem willing to accept any responsibility for her late cancels and no shows. 

  For the complaint she referenced about appointments she did not book, we did not charge for those. Our technicians have repeatedly lost money due to her late cancels and no showing appointments that she did book. We tried to have her prepay to avoid this issue, and her payment declined. After that, she started booking under an alias, and the problem continued under a new name.

  She contacted us last week about the unused gift cards. We told her that the gift cards had expired after 5 years, and that we could not do anything about those expired funds. We are happy to work with clients with valid complaints. However, ******s request went beyond our business structure, and we could not honor that request. Though we told her kindly, she was extremely argumentative and threatening to our manager.

  We have had the same system for 15 years, though it is true that the business sold 3 1/2 years ago. However, the business model has not changed.

  We are in a client-focused business. Our goal is to make sure that our clients receive excellent service, and that goal is usually met. We regret the issues that we have encountered with Tracy, and we have done everything that we can to make this relationship work. When her demands cost the business and our technicians money, we made the difficult decision to ask her not to return. This is NOT a common occurrence at Bella Strada.

  **Attaching the client profiles of both ***** ****** and ***** D. ********.