Complaints

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• Initial Complaint

  Date:08/15/2022

  Type:Sales and Advertising 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 paid this makeup artist $350 for two straightforward makeup looks that had been thoroughly discussed and agreed to before payment was sent. After I paid her she stopped responding to my messages regularly. I began to fear that she would not show up for the job I had paid her to do. I reached out to confirm that she would be there and understood the job and she said she did. Now one week before the event she has a bunch of serious concerns about the job. I've now asked for refund three times and she has ignored each request. Her policy says 48 hours before the job you can get a full refund. I continue to get messages from her blaming me for not explaining the job even though all of the messages explain the job clearly. This has been a huge inconvenience to my family. I hope no one else has to experience this with ***************************** especially since she claims to work mostly wedding parties.

  Business Response

  Date: 08/18/2022

  First and foremost, this person received a full refund of payment on 8/6/2022, the day that the person asked for it and the day that she filed this claim.
  This person contacted me months ago asking for me to be a part of her passion project, photoshoot and it was presented to me as a collaborative type of photoshoot and not made clear that it was a vow renewal/wedding. Had it been made clear to me that this was a vow renewal/wedding there would have been several other procedures that would have come into play which are stated all over my website and media including; email correspondence (no DMs on Instagram), a trial would have to be done before the day of, a non-refundable deposit would have to have been paid, and a working contract would have to have been signed by both parties. None of these steps were done because this was continually referred to as a photoshoot or passion project.  The only reason I responded to her message on Instagram was because she made it seem like it was only a photoshoot and not an actual event that she needed services for, and lots of photographers, artists, and models will contact me that way for that type of work. It is very common for me in my line of work to have a phone call with the person that I am doing services for or who is organizing a photoshoot 1-2 weeks prior to the actual shoot to make sure that I have all of the details squared away and know exactly what is wanted/expected of me. When I asked her if we could schedule a phone call to discuss details of the photoshoot she agreed but when we missed each other on the day that we scheduled a call and I tried to schedule another phone call she immediately asked for a refund saying that if I didnt think I could make it work she would rather hire another artist. I told her that, that was not what I was trying to do, that I had her on my schedule and was planning to be there but would like to chat on the phone to work out the details and make sure I knew exactly what she was wanting, which she responded cordially to. I requested the phone call to be sooner than later as I was extremely busy the next week with other work and may be out of service on some days. She then refused to schedule a phone call with me and asked for a refund again which I complied and sent to her immediately. I really wanted to do everything in my power to make sure that I knew exactly what she wanted for the day of and to make sure that I understood the timeline and what was expected of me correctly. I sent her a message with her refund saying that I was still available on the day of the photoshoot and would still be willing to help if she was unable to find another artist for the shoot but did not hear back from her. It is unfortunate that this turned into such a huge misunderstanding and I hope that she was able to have an amazing day regardless.