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:12/02/2023

  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.

  On November 28th 2023, I went in to get my eyebrows wax. I have been here before and felt confident that my eyebrows would come out looking great, just like they always had. My technician was nice, very friendly, and everything was going great, but then the waxing started. When the wax was put on my face, it was a little hot, but i thought that was normal. However, after a few minutes, my face started tingling. I almost said something, but then my technician went to remove the wax. Once the wax was removed, my face felt like it was on fire. I have honestly never felt anything like that before. She asked me if it was okay, and i said yes, because i didnt see anything wrong, my face was just burning. I paid, said my goodbyes, and left. By the time I got home, the burning sensation had gotten worse, and when I went to touch my brow bone, it hurt really bad. I went to the bathroom to take another look, and that when i saw the faint burn marks under my eyebrow. I immediately called them and let them know that i had been burned. I dont feel like I was rude, but i did ask for a refund. They said they would have to talk to the manager and they would get back to me. I said okay, and we ended the call. That all happened Tuesday. I waited for a call back on Wednesday, and they never called me back. So, on Thursday, I just decided to go back up there. By this point, you can clearly see the burn marks, but I was told to my face that they could not see anything and therefore would not issue a refund. Thats when i got upset. I dont get it, your technician burned me and all im asking for is a refund. I dont feel like I was rude or anything, and again, *** never had a problem with them. I left very upset. I dont understand why theyre being so difficult about all of this. Sometimes, I wonder if maybe its because im an older woman. Older people arent always treated well. I dont know.This whole experience blows my mind.

  Business Response

  Date: 12/07/2023

  My receptionist explained to ***************************** that she would need to speak with me and that I was in an appointment at that time. Our receptionist was not saying that we couldnt give her a refund. She was following protocol and passing the message on to myself, as the owner, so I could talk to ****** and figure out a solution. I tried calling ****** twice that day and didnt get an answer. Then later in the day ****** left us a voicemail saying that everything was alright. She came back into the spa a day or two later and again, I was with a client. My receptionists both told her that she could wait for me to come out of my appointment, but she said she would come back later. I have informed ****** that I would gladly offer her a refund or a free eyebrow threading for her next appointment. I appreciate her loyalty to our business.
  I have also discussed with ****** on how her eyebrows could have lifted or burned. I checked the wax in the room she got her brows done in, and it wasnt too hot. We also didnt have anyone else who got burned on that day. Its possible that it burned her but there are a few other possibilities as well. Topical serums, creams, cleansers, that exfoliate the skin can cause the skin to lift during waxing. Some oral and topical antibiotics can make the skin more sensitive and prone to lifting during a wax. The following medications can thin the skin and cause the skin to lift or burn during a waxing appointment.
  Accutane (Acne medication)
  Adapalene (Acne medication)
  Alustra (Retin A)
  Avage (Acne medication)
  Avita (Retin A)
  Azelex (Peeling agent)
  Clindamycin
  Differin (Acne medication)
  Doxycycline
  Erythromycin
  Isotretinoin (like Accutane)
  Madifloxicine
  Metronidazole
  Prednisone
  Renova (Retin A)
  Retin A (Acne and Anti-aging medication)
  Tazarac (Acne medication)
  Tazarotene (Tazorac)
  Tetracycline
  Tretinoin (Retin A)

  Customer Answer

  Date: 12/08/2023

  Im confused by the dishonesty of this business. Like she said, I have been a repeat costumer and have never had an issue with them before. When I went up there, her receptionist did tell me that id have to speak with the manager, however, when I asked if she was available, the receptionist said I dont know. The receptionist said I could wait, and I did. When I inquired 10 minutes later, I was then told, that the manager wasnt there. I was confused, because staff knew I was waiting for the manager, and they said nothing. The receptionist asked me what the problem was, and I said that I had been burned, and wanted a refund. I showed her my face, and she told that she couldnt see it. I was confused, I included pictures of my face for this dispute, and that was how it looked when I was up there. The receptionist kind of laughed at me and I was so upset that I ended up storming out. I went home crying, and when I called and left a voicemail say to forget it, that was why. No one ever called, and if they did, they never left a voicemail. I was never informed that theyd issue me a refund or a free eyebrow threading, because if they really did, i would never have come to The BBB. No one ever discussed with me how my eyebrows got burned. That didnt happen on the phone or in person. That lie, blows my mind. I am not taking any medications or applying any topical creams that would cause that burn to happen. I have been waxed multiple times before and have never been burned. I dont wish the business ill will and I am wiling to let this go, but once again, I would like a full refund. If they really want to rectify the situation, thats all I ask, and in the future, I will look for a different establishment for my waxing needs.