Euro Coiffure Salon Day Spa, Inc.

I had an appointment for Brazilian wax, employee did completely incorrect, 10% of hair was properly removed. Promised compensation I never receivedI scheduled a Brazilian wax a day in advance for Wednesday August 27th. When I arrived the woman asked me if I was getting my eyebrows done, when I explained I had made an appointment she looked shocked, and had me undress while she was still in the room instead of her leaving for me to undress. Though she was friendly, she completed the wax doing only about 3 large strips and without using talcum powder, which is incorrect technique. It was extremely painful and she left a very large amount of hair. That evening I noticed that ALL of the hair she did remove was already growing back. I called the next morning, explained that it was done incorrectly and I would like a refund and they had me come in to see if they could fix it at all. I went in the following Tuesday, 9/2 to see another girl to see what she could do (free of charge) and the girl was absolutely shocked at what she saw. She apologized up and down and waxed the hair that was missed, explaining that the girl did not do it properly and that what she had done was completely unacceptable. She explained that she could do nothing about all of the hair that was ripped instead of pulled, as it was too short to wax, and suggested that I shave it so that the hair would grow back at the same time and the next wax could be done correctly. She also told me I would be getting a phone call the next day for either a partial or full discount for another wax. I had inquired about a refund again, and she said I could discuss it when I got the phone call. I never received a phone call. I went on vacation from 9/5 to 9/15 (which is why I went to get the wax) and began calling them after I returned. I called and left messages on the following days: 9/17 morning, 9/17 afternoon, 9/22, 9/23, 10/1, 10/2: I was called back on 10/2 by the manager, who told me her employees said I was happy, and I had waited too long to call to get any compensation. When I explained how many times I had called and how I was promised a discount but now I wanted a refund, she told me she would call me back in the evening, and she never did. I proceeded to call and leave more messages 10/3, 10/3 a second time, and 10/7 with no call back. the receptionists would tell me they were leaving notes and giving the owner the message, I left my phone number and explained the situation every time. On 10/20 I left a message on their facebook page in response to a post asking customer to tell them how they were doing. I have gotten no response. I also posted my story on their page to try and get a response. The fact that I've had to bring this matter to multiple people within the business and to the social media has been extremely uncomfortable and embarrassing for me, but I think their customers have a right to know how they dealt with this . I would have called and posted even more if it had not been such a personal revealing matter. At this point I do not want to return to them for a discount, I want my money back. I paid $50.00 for an end product that I did not receive.Desired SettlementI spent $50.00 on this wax, I want at minimum my $50.00 refunded to me. I also believe I'm entitled to some further compensation as this was an extremely personal matter that I did not want to have to ever explain to anyone, it has been painfully embarrassing and should have remained a private matter within their business. Business Response Contact Name and Title: Boguslawa [redacted],PresContact Phone: (XXX)XXX-XXXXContact Email: [redacted]@gmail.comRE: Response to Revdex.com Consumer ComplaintMiss [redacted]/consumer v. Euro Coiffure Salon and Day Spa/businessThank you for the opportunity to respond to the referenced complaint. The consumer, a new customer to our salon, did book an appointment with our receptionist for an appointment on August 27th at 5:15 PM for a Brazilian Wax. The treatment was performed by one of our estheticians, a twelve year employee with our establishment, about whom we have never received any prior complaints. Because people frequently change their minds about which service they want on the day of their appointment and/or often add other services to the one for which they have booked, our estheticians inquire of the client on the day of the appointment which service(s) they would like to have performed that day. The consumer confirmed that she wanted a Brazilian Wax and, upon further inquiry, acknowledged that she had never previously had a Brazilian Wax. Once the treatment was confirmed, the esthetician began to prepare the room and materials required for the treatment. The consumer disrobed before the esthetician had finished setting up thereby thwarting her ability to properly excuse herself from the room to allow the consumer the customary privacy to prepare for the treatment. The esthetician decided not to attempt a departure for fear of risking a greater breach of the consumer's privacy with potential exposure to people who may have been in the hall outside the treatment room. The esthetician noted that the consumer had recently shaved some of the areas that were to be treated and explained to the consumer that those areas would not respond to the wax treatment and that the treatment would therefore not be fully effective. She suggested that the consumer defer the treatment until all the unwanted hair could be properly removed. The consumer declined that recommendation because she wanted to have the treatment done before she left for vacation and there wasn't sufficient time to wait. The esthetician proceeded with the treatment. As the esthetician had cautioned, she was unable to completely remove all hair without risking damage to the consumer's skin. An esthetician may, on occasion, apply wax to an area twice if the first application is not fully effective but generally will not do a third application for fear of damage to the skin in areas that are particularly delicate and sensitive. In this case the esthetician did not apply even a second coat of wax to those areas where she knew, and had advised the consumer, that the hot wax treatment would not be successful in removing short, previously shaved hair. Talcum powder was not applied and is never applied in a Brazilian Wax treatment. Application of talc is not advised in such a sensitive area and could cause more discomfort than the act of waxing itself. Baby powder might be applied prior to waxing only as a means of drying an area that is damp to achieve more effective hot wax adhesion. The post waxing protocol is to apply aloe vela gel and, if necessary, a smoothing lotion. Aloe vera was applied at the appointment in question. As is also customary, the consumer was given an opportunity to inspect the area of treatment and appeared satisfied with the results.The salon did respond to the consumer's subsequent dissatisfaction and booked another Brazilian Wax appointment for her with another esthetician on September 2nd at 6:30 PM. This treatment was offered at the salon's expense. This esthetician is also an employee in good standing and has been associated with the salon for over five years. She performed the treatment and the client expressed satisfaction with the result. The parties disagree on what was said to the consumer during that treatment with respect to the prior treatment and potential reimbursement and, what the consumer reports in her complaint.The salon did receive several calls from the consumer apparently after her vacation with regard to these issues. The owner of the salon, Boguslawa [redacted], did receive notice of these complaints from the receptionists who took the calls and did respond directly to the consumer. She contacted Miss [redacted] using her cell phone and spoke with her directly. She was told by Miss [redacted] that it was not a good time for her to discuss the matter. [redacted] told Miss [redacted] that she would be happy to discuss her concerns further and to please feel free to call her on her cell phone at any time to do so. Miss [redacted] never availed herself of that offer. Instead she resumed calling the reception desk. On October 2nd, the manager of the salon responded to the consumer's renewed calls to the salon. She explained to Miss [redacted] that the salon was under the impression, after her September 2nd revisit for which services were offered at no expense, that she was fully satisfied with the service rendered. She suggested to Miss [redacted] that, under the circumstances and given the passage of significant time, the salon felt it had successfully rectified her initial dissatisfaction and was unclear as to what else she might require of them. The consumer offered no response and the conversation concluded.Subsequently, the consumer publically documented her complaints by posting them on the Euro Coiffure's FaceBook page. The referenced complaint to the Revdex.com followed that posting.Euro Coiffure Salon and Day Spa attempted, on more than one occasion, to address the concerns of the consumer; first by booking another Brazilian Wax treatment at their own expense for which the consumer expressed subsequent satisfaction and by responding to the consumer's calls after the second appointment with reasoned and appropriate discussion. The Salon feels their response to the consumer's dissatisfaction showed empathy for her concerns and fulfilled her needs to her satisfaction after the second treatment was performed. They are confused by her renewed and delayed dissatisfaction after that point. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The Salon is giving false information. First, I am not a new customer. I have paid to get my eyebrows threaded here on a few occasions and I also paid for an underarm wax and a lower leg wax here. Second, I did not say that it was my first Brazilian wax. I have had one prior to this and I told both employees that saw me.The following statement is completely false: " The consumer disrobed before the esthetician had finished setting up thereby thwarting her ability to properly excuse herself from the room to allow the consumer the customary privacy to prepare for the treatment. The esthetician decided not to attempt a departure for fear of risking a greater breach of the consumer's privacy with potential exposure to people who may have been in the hall outside the treatment room. "The employee told me to disrobe, I said "okay" and waited a few seconds for her to leave. She did not and said "go ahead, take your pants off" so I did. She was not setting anything up she was waiting for me to get myself ready.The following statement is also 100% false:"The esthetician noted that the consumer had recently shaved some of the areas that were to be treated and explained to the consumer that those areas would not respond to the wax treatment and that the treatment would therefore not be fully effective. She suggested that the consumer defer the treatment until all the unwanted hair could be properly removed..." knowing the requirements for the procedure, I did not shave ANYTHING for several weeks. The hair was over 1/4 inch long. There was absolutely NO mention to me from the employee that the hair wasn't long enough, nor was there a warning that the procedure wouldn't work. She did not recommend I wait; there was no advise given for me to decline. NO HAIR WAS SHAVED. Furthermore, why would they take me back to try and fix anything if I had been warned that it wasn't going to work? I am honestly appalled at the fact that this company is completely lying.The place I previously went used a powder, I don't know which, but below is a link stating that either powder can be used. This does not have much relevance, I put it to further show the amount of false information being givenhttp://brazilianwaxguide.com/brazilian-wax-tips-tricks/The first employee did not give me a mirror to inspect anything, more false information. I agree that the second employee made an improvement, but she herself told me (as I previously stated) told me that everything could not be removed. A Brazilian wax should remove everything. Even though the second technician did what she could, she herself could not give me the proper result. The Owner did call me while I was at work. I was not notified that it was her cell phone. I asked if I could call her back. She cage me a time to call, and when I called that number again, there was no answer. There was what sounded like a personal voice mail, so I did not feel comfortable continuously calling it, so I called the store.More false information:" On October 2nd, the manager of the salon responded to the consumer's renewed calls to the salon. She explained to Miss [redacted] that the salon was under the impression, after her September 2nd revisit for which services were offered at no expense, that she was fully satisfied with the service rendered. She suggested to Miss [redacted] that, under the circumstances and given the passage of significant time, the salon felt it had successfully rectified her initial dissatisfaction and was unclear as to what else she might require of them. The consumer offered no response and the conversation concluded."The manager did call me and told me too much time had passed and that they were under the impression that I was happy. I then explained to her that I was not happy and I had been constantly calling and I was very unhappy with how I was being dealt with. She told me that she was going to talk with her girls again and that she would call me back around 6 and she never called me back. Why would I offer no response when I had been calling frequently (which they acknowledge)?I did post publicly because I did not know how else to get an answer from anyone. I also left a message to them on facebook that they never responded to.The last bit of false information: after my second visit the company did not make great attempts to address my concerns. This is clear due to the simple fact that nothing was done for me after my second visit. They continue to reference the fact that I was satisfied after my second visit, and it is not true. I was not satisfied. I was grateful that the girl did what she can, but even she was not happy with the results. The fact that they say: "responding to the consumer's calls after the second appointment with reasoned and appropriate discussion" Is unbelievable to me, there was almost no discussing at all! I wasn't even able to give a full explanation of all that happened to the manager or the owner! Why else would I resort to contacting the Revdex.com? Also, in this response there is no mention of the promise that was made to me to give me any kind of discount. I am so disappointed an appalled at this response, especially over $50.00They refused to give me even a penny of STORE CREDIT, nevermind money. In fact, I wasn't even given an opportunity to explain what had happened at both appointments to either the manager or the owner. I left several messages with my number, I don't understand how they can be saying they showed empathy.Again they say: "They are confused by her renewed and delayed dissatisfaction after that point." THERE WAS NO RENEW OR DELAY I CALLED RIGHT WHEN I GOT BACK FROM VACATION FOR A MONTHI am prepared to take this case to many local news stations and to court if necessary. To blatantly lie like the way they did in that response is extremely insulting to me and I will not back down until I feel that there has been justice. I deserve my money back. I am an unsatisfied customer. I was not treated professionally. The only person from that store that was professional and apologetic is the girl who saw me at my second visit. If I am not refunded I ensure that I will bring bad publicity to this business and I WILL Take them to court for my money back. Final Business Response RE: Response to November 7, 2014 Rebuttal from Miss [redacted]/consumerWe have reviewed the response that Miss [redacted] submitted to you, the Revdex.com, on November 7, 2014 regarding our earlier response to her initial complaint dated October 22, 2014 which was in regard to services we had previously provided to her.We are disappointed that our best efforts have failed to satisfy Miss [redacted]. However, we stand behind the synopsis we provided to you in our initial response to her complaint. It is unfortunate that our representation of the issues differ so vastly from those provided by Miss [redacted]. We have acted in good faith and with honesty. We will continue to do so although we acknowledge that our reasonable attempts to offer her a solution appear to have failed to mitigate her dissatisfaction. Despite our offer and her acceptance of a complimentary Brazilian Wax with another esthetician and the salon owner's personal call to her and offer of her personal phone line so that she might contact her at her convenience, we have been unable to advance conclusion in this matter. Our intention with all customers is to provide a satisfactory experience and to that end we believe we have exhausted our options. We are reluctant to offer her reimbursement for the initial service at this juncture because we feel that to do so may imply wrongdoing on our part. Furthermore, we feel the issue is likely to continue to fester even if we attempt to resolve it in this manner.We will look forward to your recommendation.With kind regards,[redacted]Euro Coiffure Salon & Day Spa Inc.