Complaints

This profile includes complaints for Sugar Mama Waxing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sugar Mama Waxing has 3 locations, listed below.

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  Sugar Mama Waxing

  2995 Fort Henry Dr STE 300 Kingsport, TN 37664-4073

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  Sugar Mama Waxing

  2313 Browns Mill Rd STE 3 Johnson City, TN 37604-1961

• 

  Sugar Mama Waxing

  815 Shelby St # 1001 Bristol, TN 37620-2244

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:05/13/2024

  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 booked an appointment online (60 hours before appointment) for services exceeding 50$ which requires a 50% payment to secure the appointment time. I paid this, and the policy does outline if the appointment is cancelled after 48h there is no refund. I received a reminder message the day before the appointment that I had my appointment. The day of my appointment in the morning, I receive a text that my appointment has been cancelled. I called the front desk and indicate that I never cancelled my appointment, I paid the deposit, and planned to attend my appointment. She had said that they had already filled the spot, they won't be able to accommodate the service that I had booked and since I did not confirm it they will be keeping the deposit. None of this is outlined in their policy that they cancel the appointment. I have spoken with the business owner, providing exact verbiage on their website about their policy none of which says confirmation is a requirement. They insist that this is their policy even though it is not written anywhere.

  Business Response

  Date: 05/29/2024

  We reach out to every client to confirm the appointments. We initially reach out to the client by email that they have provided to us. If we do not receive an email confirmation, the next step is texting the client. Again we send a text to the number provided from the client. We ask in the text to please confirm your appointment! The final attempt is done the morning of the appointment. We call the client to get a confirmation. If we are unable to get in touch with the client we cancel the appointment. This is a very easy and automated process that requires a simple response. The client failed to respond.

   

  Customer Answer

  Date: 06/02/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because this is not listed on your website or policy when booking. The policy very clearly states deposit is required to secure the spot, and is not refundable if consumer cancels within 24h or no shows. No where does it say you will take it into your own hands to cancel the appointment less than 24hr and keep the money. No where does it say that confirmation is required. I got a text the morning of that my appointment has been cancelled, even though the prior evening I had a text that it was confirmed (and it did not mention anything about confirmation required). Anyways very poor business practice. I just wanted to warn others of poor business. 

  Business Response

  Date: 06/05/2024

  This client is not stating the truth. The system is automated and the text message sent over the day before the scheduled appointment time. If the client responds and confirms yes, it does not prompt our front desk the following morning to cancel the appointment once they arrive into the spa.