Complaints

This profile includes complaints for LaLa's Salon and Spa LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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LaLa's Salon and Spa LLC has 2 locations, listed below.

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  LaLa's Salon and Spa LLC

  222 Center Rd Monroeville, PA 15146

• 

  LaLa's Salon and Spa LLC

  5341 Penn Ave Bloomfield, PA 15224-1732

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:06/13/2024

  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.

  I made an appointment with lalas nail salon for February 3rd to have a pedicure, I forgot about the appointment, however your employees were supposed to send an appointment reminder, they failed to do so, so I called about a week later, and said I was wondering when my appointment was scheduled.
  
  In the meantime, I've been getting eye injections, so I the reminder, would have been helpful, considering I have serious personal issues happening.
  
  The receptionist stated that I had an appointment on February 3rd, but I missed it. I said I didn't get the reminder, but she still insisted that I have to pay $70 in advance for my next appointment.
  I was a little upset because I don't like the idea of being punished for something I didn't do. I'm a very responsible person and I'm never a no call no show, but I let it go and said ok, I'll pay for the appointment ahead of time.
  I got my feet done and was satisfied with the work but when completed, I was told i owed $70, I was upset because this was not explained to me. the policy is online not instore. I schedule appointments over the phone. They also dont state the policy over the phone. I spoke with a manager named Danita and she was very rude, she interrupted me, I told her I'm a regular and if you check my record for the last few years I've been coming here, you can see, I've never been a no call no show or been a problem customer. She states, in a nasty tone, "if you're a regular, like you say, you would know that!" I decided to hang up on her, I ended up paying the fee. But I felt totally taken advantage of, I felt that as a regular customer, I should have been given grace. I certainly shouldn't have been disrespected by a manager. The point of a business is to have a customer be satisfied and return with new customers.

  Business Response

  Date: 06/28/2024

  On February 3rd, this client no showed her appointment priced at $70. Client stated she forgot about her appointment. In our appointment policies online and in salon on our brochures, it states that same-day cancellations and no shows result in a 100% charge of scheduled services. When said client returned for her next appointment on February 17, 2024 she was reminded that she had a standing balance of $70 due to forgetting and no-showing her appointment. She was hesitant but swiped her card to pay for her missed appointment as well as the $60 fee for the pedicure she received on the 17th. 
  
  
  Our policies are in place to protect our employees as well as the business. We value each and every one of our clients support and do our best to accommodate everyone. In this case we chose to follow our policies and ultimately, this client did too, as she swiped her card in salon for said services.

• Initial Complaint

  Date:12/29/2022

  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.

  Terrible experience. They did not disclose upon booking that I would be put with a “level 1” (new) nail tech, because of this, the pedicure lasted 2 hours. So did the manicure. I wasted 4 hours of my time and paid $165 for it to look like a child did my nails. Please see photo. Place also seemed dirty and I’m wondering if it’s up to code. It should probably be inspected.

  Business Response

  Date: 01/18/2023

  ********* was rude to the technicians while being serviced & rude to the owner, Lauren, once she asked to be contacted. *********'s "took so long" because she was scheduled for multiple services (nail removal, manicure, nail art, & pedicure), she then added nail art to her pedicure, inwhich was not previously scheduled & required more time. With the services that she prebooked, in addition to the services that she added, she ended up being serviced for about three and a half hours. ********* was also seen by two seperate technicians, a level 3 technician for her manicure and a level 1 for her pedicure. 

  When the owner, Lauren, contacted *********, she explained to her the appointment schedule timing and the technician level system. Lauren apologized for the miscommunication about the level system and offered ********* 20% off of her next visit to make things right. ********* demanded a refund, however we have a strict refund policy which was thoroughly communicated to *********. ********* was unhappy with the 20% off offer and continued to escalate. She degraded the technicians that serviced her and the owner, Lauren for not refunding her. Once Lauren told her that she will not be subjected to vulgarity & disrespect, ********* continued to threaten, harass, and degrade Lauren & her staff over the phone. 

  Please see attached photos for reference. 

  As you can see, we did not engage in the harassment and decided to ban ********* as a client. 

  The entire situation is unfortunate. These are young girls trying to build a career in an industry they love, they need encouragement and support. 

  Customer Answer

  Date: 01/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  
  Regards,
  
  
  
  ********* *****

• Initial Complaint

  Date:08/27/2022

  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 had previously booked a class with Lala's I put down a $350 deposit. The class was scheduled for August 15th. That morning I received an email the class was canceled. I was offered to reschedule which I did but not offered anything else for the inconvenience. I work two jobs and struggled getting off for the original date. The second date chosen a month later than originally planned I will not be able to make. I asked for a refund of some sort since I cannot make it to the rescheduled class and was declined. The ladies I was working with seem very rude and unprofessional. I did cancel a month in advance not last second like they did on me. I also think $350 is a high deposit. So now I am out $350 for nothing. They basically took my money. I feel scammed and ripped off and want something done.

  Business Response

  Date: 09/01/2022

  
  My name is Lynn the salon manager. I got a letter stating about ********* ***** and her dispute. ID ********. I actually spoke with her and the owner did. The owner who teaches the class had to cancel the first class. Due to Covid. We are not trying to keep her money we are trying to rebook the class. I am attaching the emails below. No one was rude at all to her. 

  
  So sorry I hit send. I was trying to say I forwarded our convo. and she is not willing to work with us. Please let me know or call me 
  Lynn C******* 

  Customer Answer

  Date: 09/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  

  I do not think this business did enough being they canceled on me the first time. $350 for a deposit is an extremely high price for a class, and the others I’ve looked into are not that extreme. I have also found classes closer and on days I can make, I did not want to wait months to have a class and when given chance to reschedule dates a month out where chose instead of ASAP. I think this is very disappointing especially when I work in a salon, and I know. I I informed of dates not working in advance so clients could be booked to make up for my deposit if not more can be made. This company took my money. That’s how I feel and something needs done about it. 
  
  
  
  Regards,
  
  
  
  ********* *****