Wax Lounge

RE: RevDex.com RESPONSE 89075898: [redacted] Dear [redacted] , Thank you for the extension that you granted for this response. On May 25, 2016 the patron received the vaginal bleaching service plus take home lightening products. She claims that it "did not lighten" her... skin. When she initially called to complain, it had only been 3 weeks. Our treatments can take upto 6 weeks to lighten and as we had explained to her in our waiver forms that she signed, "all outcomes vary from person to person." As a company, we do not make guarantees that you will be a specific shade later in the vaginal area. Everyone's naturally is different and all outcomes do vary from person to person. This can depend on a number of factors from: at times ethnicity, diet, pre-exsisting hyperpigmentation and length that it's been present, hormonal versus environmental pigmentation, any medications effecting hormones such as birth control for example... It is our practice to advise patrons that typically, it may take 2-3 "rounds" of treatments for the hyperpigmentation to be diminished. On our public website WaxLounge.net, in the emails that our patrons receive pre & post service, as well as the receipts that are signed by our patrons, we indicate to the public that "all sales and services are final and non-refundable," especially because of the specific intimate nature of the treatment. It is not something that can be refunded per se and re-sold without prior contamination. In good faith, we offered the patron a complimentary second bottle of skin lightening treatment which she picked up a couple of weeks after she called in to complain. It is our understanding that the client did not in fact follow specific aftercare instructions as she was told that the initial treatment could take upto 6 weeks to see results. She used the first bottle only 2.5-3 weeks and then phoned us and emailed us that the treatment was not working for us. We then responded that she needed to use the bottle in it's entirety for the full 6 weeks and that if she felt she still wasn't seeing results to contact us at 6 weeks. She then contacted us at 5 weeks and picked up the secondary bottle valued at $65 plus taxes (around $5), totaling almost $70. She then went on Yelp, literally 4 days later to write a dishonest review that we immediately responded too. She claimed to now have used the second bottle (that was 40 days worth of product usage) and stated that it didn't work. Again, we told her that she was misusing the product and not following directions that we had given her. It seems to us, that based on what happened and our experience with this specific patron, that she was in fact seeking a "freebie" and did not want to pay for her services or products ultimately. We have been in business over 15 years and have carried the skin lightening products for almost just as long. These products are so popular and effective that they were even showcased in the swag bags of the Academy Awards at the Oscars for celebrities. In all honesty, as we mentioned in our Yelp response, if we'd been selling products that are not effective, we would not be in business nor have such an established clientele and solid, good faith reputation. It is always honor when patron flock from out of town like Los Angeles and Orange County to come to our establishment in Riverside or Palm Desert. Our work speaks for itself and so do our online reviews. I thank you for your time and attention to this matter. This was the Yelp review that the patron wrote on July 25, 2016. I looked just this morning and it seems that she took it down. Not sure why, but we copied it into our records that we keep on file for every client: " [redacted] L. Claremont, CA 6 friends 4 reviews I came to this location for the vajayjay lightener. The parking was horrific because you have to park around the block. When I first enter the ladies were nice and pleasant. I went through the procedure of waxing and the lady applying the liquid. After the waxing the hair was not totally removed. When talking to the lady doing the treatment, I asked about my discoloration and what she thought about how dark I was. She stated that I wasn't dark and should see some results with the product. After 4 weeks of using the product, I saw NO difference at all. I did as instructed and continued to use the product we until bottle was empty and used before bed and used Saran Wrap. I sent in a complaint since the company stated that the product was high quality and was sure to work. I wanted a full refund or the treatment to be redone but I was decline. I was given another bottle to try. And I still have not since result and I am half way through the second bottle. I DO NOT RECOMMEND THE LIGHTENING TREATMENT. I DID NOT WORK FOR ME AND I FEEL IT WAS A COMPLETE WASTE OF MONEY Jul 25, 2016 4:39" The Wax Lounge's public response: " [redacted] , When we spoke over the phone June 24th at 2:31 pm, you let me know that you hadn’t seen results, but you were only at 3 weeks of usage. I told you that you needed to use the entirety of the bottle for 6 weeks. You told me that you were expecting to see results in 2 weeks which I responded to was incorrect. I explained to you how pigmentation varies. It can be hormonal but also environmental and that if the pigmentation is darker then it appears to then a 2nd or 3 rd round is sometimes necessary to lighten. I also informed you that our company policy is that all sales on products (especially because of the nature of the intimate products) and services are all final sales. I also told you that we could offer you a 2nd bottle complimentary valued at $65 to make you happy. That’s what you paid for the first one. I also educated you on hyperpigmentation and how DNA and pigmentation work. I informed you that a number of factors could effect the pigmentation present including hormones, birth control, and even diet. I also let you know that once you have hyperpigmentation it is permanent and you can never get rid of it however you can manage to lighten it over periods of time. But once the DNA is “ruined” hyperpigmentation eventually resurfaces at the skin. I also stated that this was the reason that we suggest to our bleaching clients to come in every 6 months to do another treatment to maintain the area, 1-2 times per year is enough to maintain the de-melanized skin. I also informed you on the quality and pharmaceutical grade of the products that you purchased. In the almost 15 years that we’ve been carrying the bleaching products, like I mentioned to you over the phone, we've had much success with it. I think we’ve sold over 10,000 bleaching products in the 15 years. The product is so awesome, it was included at the Oscar’s Academy Awards a few years back, which is one of the highest compliments a product line can receive. When celebrities that can afford anything support the product line and love it, that speaks vo***es. Also, I don’t know what ethnicity you are but the bleaching products work remarkable for all ethnicities especially Asian, Latino and African-American folks that are Fitzpatricks 4, 5 & 6 like Jennifer Lopez, Beyonce or Oprah. Many of our clients that use the products are of this ethnicity, either African-American or Latino that have the dominant pigmentation. So, I’m not sure what to tell you We did our best by trying to make you happy again as a one time courtesy. I will say that I don’t appreciate you lying about being half-way through the 2nd bottle since you literally just walked into the salon 4 days ago to pick it up. If you’re half-way through the 2nd bottle then you obviously never used the product correctly with the instructions that were given to you. One bottle is a 40 day supply. How could you possibly go through it in 4 days? We extended that to you in good faith and weren’t expecting you to attempt to bash us? We don’t control how you use the product once you get home or how your skin reacts to products. If the product weren’t so successful for the majority of clients that are still clients to this day for over a decade and a half then we would not sell the product at all. I feel that you have lost complete integrity and are very dishonest. You were looking for a freebie and you got it." These are also copies of email correspondence between the patron and us: July 7, 2016 9:32 AM Hello, I'm contacting you about an issue I have with the vaginal lightening cream. As of today, I have not noticed any difference as the area is the same color feeling negative about the product and due to this disheartening situation I would like to get the service redone or reimbursed. Hope to her from you soon. Thank you. July 7, 2016 9:38 AM Dear [redacted] , Thanks for contacting us. Per our conversation a few weeks ago, we do not make any reimbursements on services nor products. All sales are final. However, I did offer you a one time complementary bleaching product valued at $65 as a courtesy. You are welcome to pick it up at your leisure. Just let us know when you will be coming by so that we can have it ready for you. Thank you for your understanding. [redacted] Superviosr of The Wax Lounge July 10, 2016 9:57 AM ***, I will notify you a day before upon my arrival. [redacted] L. July 19, 2016 9:26 PM Dear ***, I would like to pick up the treatment tomorrow (July 20th 2016) around 11:00am. If you could notify the associates about my arrival that would be wonderful. July 20, 2016 8:25 AM We'll have it ready for you. Thank you. The Wax Lounge Then the public review was written just 4-5 days later after she picked up the product on July 20, 2016 to bash us publicly. If you have any additional questions or concerns, please contact us. Thank you. Sincerely, The Wax Lounge The Wax Lounge

RE:  Revdex.com RESPONSE 89075898: [redacted] Dear [redacted], Thank you for the extension that you granted for this response.  On May 25, 2016 the patron received the vaginal bleaching service plus take home lightening products.  She claims that it "did not lighten" her...

skin.  When she initially called to complain, it had only been 3 weeks.  Our treatments can take upto 6 weeks to lighten and as we had explained to her in our waiver forms that she signed, "all outcomes vary from person to person."  As a company, we do not make guarantees that you will be a specific shade later in the vaginal area.  Everyone's naturally is different and all outcomes do vary from person to person.  This can depend on a number of factors from:  at times ethnicity, diet, pre-exsisting hyperpigmentation and length that it's been present, hormonal versus environmental pigmentation, any medications effecting hormones such as birth control for example...  It is our practice to advise patrons that typically, it may take 2-3 "rounds" of treatments for the hyperpigmentation to be diminished.  On our public website WaxLounge.net, in the emails that our patrons receive pre & post service, as well as the receipts that are signed by our patrons, we indicate to the public that "all sales and services are final and non-refundable," especially because of the specific intimate nature of the treatment.  It is not something that can be refunded per se and re-sold without prior contamination.  In good faith, we offered the patron a complimentary second bottle of skin lightening treatment which she picked up a couple of weeks after she called in to complain.  It is our understanding that the client did not in fact follow specific aftercare instructions as she was told that the initial treatment could take upto 6 weeks to see results.  She used the first bottle only 2.5-3 weeks and then phoned us and emailed us that the treatment was not working for us.  We then responded that she needed to use the bottle in it's entirety for the full 6 weeks and that if she felt she still wasn't seeing results to contact us at 6 weeks.  She then contacted us at 5 weeks and picked up the secondary bottle valued at $65 plus taxes (around $5), totaling almost $70.  She then went on Yelp, literally 4 days later to write a dishonest review that we immediately responded too.  She claimed to now have used the second bottle (that was 40 days worth of product usage) and stated that it didn't work.  Again, we told her that she was misusing the product and not following directions that we had given her.  It seems to us, that based on what happened and our experience with this specific patron, that she was in fact seeking a "freebie" and did not want to pay for her services or products ultimately.  We have been in business over 15 years and have carried the skin lightening products for almost just as long.  These products are so popular and effective that they were even showcased in the swag bags of the Academy Awards at the Oscars for celebrities.  In all honesty, as we mentioned in our Yelp response, if we'd been selling products that are not effective, we would not be in business nor have such an established clientele and solid, good faith reputation.  It is always honor when patron flock from out of town like Los Angeles and Orange County to come to our establishment in Riverside or Palm Desert.  Our work speaks for itself and so do our online reviews.  I thank you for your time and attention to this matter.  This was the Yelp review that the patron wrote on July 25, 2016.  I looked just this morning and it seems that she took it down.  Not sure why, but we copied it into our records that we keep on file for every client: "[redacted] L. Claremont, CA 6 friends 4 reviews I came to this location for the vajayjay lightener. The parking was horrific because you have to park around the block. When I first enter the ladies were nice and pleasant. I went through the procedure of waxing and the lady applying the liquid. After the waxing the hair was not totally removed. When talking to the lady doing the treatment, I asked about my discoloration and what she thought about how dark I was. She stated that I wasn't dark and should see some results with the product. After 4 weeks of using the product, I saw NO difference at all. I did as instructed and continued to use the product we until bottle was empty and used before bed and used Saran Wrap. I sent in a complaint since the company stated that the product was high quality and was sure to work. I wanted a full refund or the treatment to be redone but I was decline. I was given another bottle to try. And I still have not since result and I am half way through the second bottle. I DO NOT RECOMMEND THE LIGHTENING TREATMENT. I DID NOT WORK FOR ME AND I FEEL IT WAS A COMPLETE WASTE OF MONEY Jul 25, 2016 4:39" The Wax Lounge's public response: "[redacted], When we spoke over the phone June 24th at 2:31 pm, you let me know that you hadn’t seen results, but you were only at 3 weeks of usage. I told you that you needed to use the entirety of the bottle for 6 weeks. You told me that you were expecting to see results in 2 weeks which I responded to was incorrect. I explained to you how pigmentation varies. It can be hormonal but also environmental and that if the pigmentation is darker then it appears to then a 2nd or 3 rd round is sometimes necessary to lighten. I also informed you that our company policy is that all sales on products (especially because of the nature of the intimate products) and services are all final sales. I also told you that we could offer you a 2nd bottle complimentary valued at $65 to make you happy. That’s what you paid for the first one. I also educated you on hyperpigmentation and how DNA and pigmentation work. I informed you that a number of factors could effect the pigmentation present including hormones, birth control, and even diet. I also let you know that once you have hyperpigmentation it is permanent and you can never get rid of it however you can manage to lighten it over periods of time. But once the DNA is “ruined” hyperpigmentation eventually resurfaces at the skin. I also stated that this was the reason that we suggest to our bleaching clients to come in every 6 months to do another treatment to maintain the area, 1-2 times per year is enough to maintain the de-melanized skin. I also informed you on the quality and pharmaceutical grade of the products that you purchased. In the almost 15 years that we’ve been carrying the bleaching products, like I mentioned to you over the phone, we've had much success with it.  I think we’ve sold over 10,000 bleaching products in the 15 years. The product is so awesome, it was included at the Oscar’s Academy Awards a few years back, which is one of the highest compliments a product line can receive. When celebrities that can afford anything support the product line and love it, that speaks vo[redacted]es. Also, I don’t know what ethnicity you are but the bleaching products work remarkable for all ethnicities especially Asian, Latino and African-American folks that are Fitzpatricks 4, 5 & 6 like Jennifer Lopez, Beyonce or Oprah. Many of our clients that use the products are of this ethnicity, either African-American or Latino that have the dominant pigmentation. So, I’m not sure what to tell you… We did our best by trying to make you happy again as a one time courtesy. I will say that I don’t appreciate you lying about being half-way through the 2nd bottle since you literally just walked into the salon 4 days ago to pick it up. If you’re half-way through the 2nd bottle then you obviously never used the product correctly with the instructions that were given to you. One bottle is a 40 day supply. How could you possibly go through it in 4 days? We extended that to you in good faith and weren’t expecting you to attempt to bash us? We don’t control how you use the product once you get home or how your skin reacts to products. If the product weren’t so successful for the majority of clients that are still clients to this day for over a decade and a half then we would not sell the product at all. I feel that you have lost complete integrity and are very dishonest. You were looking for a freebie and you got it."   These are also copies of email correspondence between the patron and us: July 7, 2016 9:32 AM Hello,           I'm contacting you about an issue I have with the vaginal lightening cream. As of today, I have not noticed any difference as the area is the same color feeling negative about the product and due to this disheartening situation I would like to get the service redone or reimbursed. Hope to her from you soon. Thank you. July 7, 2016 9:38 AM Dear [redacted], Thanks for contacting us.  Per our conversation a few weeks ago, we do not make any reimbursements on services nor products.  All sales are final.  However, I did offer you a one time complementary bleaching product valued at $65 as a courtesy.  You are welcome to pick it up at your leisure.  Just let us know when you will be coming by so that we can have it ready for you.  Thank you for your understanding. [redacted] Superviosr of The Wax Lounge July 10, 2016 9:57 AM [redacted],        I will notify you a day before upon my arrival. [redacted] L. July 19, 2016 9:26 PM Dear [redacted],          I would like to pick up the treatment tomorrow (July 20th 2016) around 11:00am. If you could notify the associates about my arrival that would be wonderful.  July 20, 2016 8:25 AM We'll have it ready for you.  Thank you.   The Wax Lounge     Then the public review was written just 4-5 days later after she picked up the product on July 20, 2016 to bash us publicly. If you have any additional questions or concerns, please contact us.  Thank you. Sincerely, The Wax Lounge The Wax Lounge