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:01/23/2025

  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 only wanted a full refund.I was at a hair removal service appointment when all of my "landing strip" was waxed off without being asked by the sugarista first. I've never NOT been asked, that hair had never been waxed before. Months later I am still dealing with the damages to my hair and fan following that this loss of "landing strip" pubic hair has caused me. The hair has yet to grow back at all and looks worse now than right after the appointment. After going back to the business and demanding my money back, I was offered nothing but a 15% discount on my next service. It took several attempts to finally be told I would need to contact SugaringNYC myself to get my full refund. My ******** account has been blocked (by the business) from making new appointments. I was not warned of my inability to contact the business for my refund since they blocked me first, never gave me an email to contact (demanded I find it myself), worsened my frustrations and cared only for themselves and not the person they distressed.

  Business Response

  Date: 01/24/2025

  Hi *****,

  Thank you for reaching out regarding your service on 10/15/24. Youve requested a refund of $180; however, the service you receiveda Brazilianis priced at $65. Ive attached the receipt for your reference to confirm this. If needed, I can provide additional documentation of the $65 service charge to verify that the amount requested does not align with what was paid.

  Our website describes a Brazilian as follows: Every bit of hair is removed, including hair on the front, sides, *****, and between the buttocks. During your appointment, our staff confirmed your preference for no hair to be left behind, which is documented in our notes in our system which I can also provide.

  On 10/21, you returned to the salon without any prior communication to express dissatisfaction. During this visit, your behavior escalated to the use of aggressive and vulgar language, leaving our staff and management feeling uncomfortable. I can also provide the notes from our staff documenting your service, as well as notes from our management team regarding your visit on 10/21. While our management team attempted to de-escalate the situation and offered a 20% discount on a future service as a goodwill gesture, we were unable to have a constructive conversation or reach a resolution.

  As such, we will not be refunding $180 or $65, as the service was performed as requested. Additionally, due to the nature of this interaction, we must exercise our right to decline future services in order to maintain a respectful and professional environment for our team.

  If you have further questions or need additional documentation, please feel free to contact us.

  Thank you,

  Sugaring NYC Ownership Group
  Sugaring NYC - Happy Valley
  *******************************************************************************************************

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22801046
  
  I am rejecting this response because:

  As mentioned before:
  I was never, not once, asked about my preference for a landing strip to stay behind. I would have said I wanted a landing strip and it would not have been an issue. It was removed without being questioned.  Don't give me my money, but make sure your employee doesn't lie to you again.

  
  Sincerely,
  
  ***** ****