Beautiful Brides Philly, LLC

August 20, 2015Dear [redacted] ***:In response to the complaint ID# [redacted] , as with all of our clients, a Bridal information Sheet is obtained with all appropriate information from the potential clientFrom the start of correspondence with this particular client, a "ready by" time (in bridal talk the time when the bride and all of her attendants need to have hair and makeup complete) of 1:PM was given to meWe use this time as a gauge to determine how much time will be needed for services and how many artists are required for a wedding partyThe client mentioned the hair services were being done by a salonWhen a client is using an outside beauty service, such as a salon, to provide some of the beauty services on their wedding day (in this case the hair services) it is not in our control to dictate when we can start other services (in this case makeup services) at a hotel, or other service locationI provided her with a quote, and she agreed to a $"soft hold" depositNo specific timing was discussed at that time which is the case until the client comes in for her trial and decides to work officially and contractually with our companyTimelines take time to coordinate and they are not drafted until a bride has her trial and decides to hire us for her wedding day services.The issue here is that this client's hair salon scheduled the hair services much too late for us-the makeup artists- to successfully get all eight services completed with the two artists had originally slated for the jobIn my experience with circumstances similar to this, a late start time for hair is not recommended, especially when the makeup is being done at a separate location, such as the clients hotel, and this client did not inform me that was the case when I had initially asked about timing for the daySo, the makeup application began and was finished during her trial runThe client appeared to want to sign our contract to hire my company for makeup services for eight ladies on her 9/19/wedding day after this makeup trialHowever, she stated in her online [redacted] review that the makeup was "horrible" - even though this seemed to not be the case during the trialThis sentence was a direct clue to me that this dispute is simply because the client is attempting to retrieve monies spent because she was unhappy with her trial and had nothing to do with my company's perceived inability to provide services.It wasn't until after the trial had ended and the client was about to sign, since she appeared to be satisfied, that I discovered that we were restricted to a 10:AM start time due to salon hair appointmentsI informed the client that it wasn't possible to complete makeup services for the bride and seven attendants with two artists in the two hour timeframe she was requestingEven that timeframe was pushing it as ideally we would need to have them done by 12:PM to ensure there would be a buffer in case of last minute hold upsShe explained that the "other" makeup artists she had spoken to prior had told her it would be no problemI responded by informing the client that if this was the case, they were misrepresenting themselves and/or she would surely receive shoddy workIt was a general statement meant to help her understand the experience I had in these matters and that some artists simply don't deliver what they say they will at the cost to the client.I asked the client if she could get an earlier start time at the salon and she initially had said that was not possibleShe asked if we could add an artist and I informed her that it was potentially possible, but for our fee since there is a minimum number of services for each artist hired per jobI wasn't sure if I could provide a third artist (we have several weddings booked that day) and couldn't give her an answer that she demanded on the spotMy artists are freelance contractors and I communicate with them primarily by emailI even offered to discount the additional stylist fee, which is our standard $charge, to $The idea of having my company do a few of the hair services came up to help the process along, and I said we may be able to but again - I had to see if we had a stylistI could not guarantee this additional service not previously discussed, as her wedding was about five weeks awayShe asked if we could do up to three or four attendants and informed her of our five-person minimum for on-location services and let her know of the $fee, once again offering to discount the fee to $I took the time to produce a timeline (which is normally not done for clients until they sign a contract) to show the difficult timing situation with which we were faced.The trial and consultation took a total of three hours of which I did full makeup services, including a lash application, and spent much time re-doing her makeup to achieve the exact look the client wantedWhen the client was satisfied and wanted to move forward with the contract - only then did I find out we were only going to be given two hours for the aforementioned eight makeup servicesAfter much discussion and her refusal to accept the additional fees for added stylists, the client left without signing the contractI did hear back from an available hair stylist and emailed the client to say we had a hair stylist available to avoid the attendants having to go to the salonThus, I was able to provide these additional services and this client refused them as I never heard back except for an email stating she would take legal action if I did not refund her the $soft hold depositHer reasoning being that we had breached the soft-hold contract and would not be able to fulfill our obligation to provide the makeup services, even though this was untrue.The client did not disclose in her initial complaint that she signed a document with terms she was aware of (see attached) stating that the $deposit is non-refundable for any reason since the date and artists were held for her until the trial, even if the client does not sign a contractI offer the soft hold deposit option to potential clients to ensure they get their dateThey can take a chance and wait for a trial but if we book out, they lose their dateThe soft hold allows me to reserve my staff for a client's wedding and hold a space on our calendar with the hopes that the client does book at the trialIt enables me to know the sincerity and seriousness of the potential client that they truly would like to work together.Even after all of this, since she was so dissatisfied, offered in good faith to meet her halfway and offered a $refund, retaining $as a trial had been conducted, and a lengthy consultation had taken placeIn fact, if she was a client who came in for a trial after paying a soft hold, received a trial and just didn't like the makeup and/or hair services and decided to not book with us, the client would not receive a refund of their depositThis is our policyIn truth, this client, due to her inflexibility and decision to not book has caused me to lose business as I had turned away other clients for her dateIt is also a risk take, however $for the lost business by holding the date, in addition to the makeup trial she did receive, was more than fairWe both winAll I asked for was payment for my servicesShe declined our hair and makeup services and she declined the refund that I offeredI will stand by my original offer of $but not the full refund of $as this client was well aware of the conditions of the soft hold when she came for the trial, and her accusations of my company being unable to service her wedding were false.Sincerely,Dana P

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I believe given that the business stated they were unable to provide the services which they initially said they could, the services the soft hold contract was drawn up for, I should be entitled a full refundHad I known the services could not be provided, I would not have went forward with the soft hold contract or the trialI entered into the soft hold agreement under the impression the services could be providedI also provided all information requestedHad their been more information necessary to determine whether or not they could perform said services that should have been asked for before responding to my inquiry stating they could be providedAttached is an email correspondence showing she stated she cannot provide the servicesShe also states "When I book a party of 8-for makeup-only services, I know I automatically need a minimum of hours for that work." and "For a 1pm ready by time I would have never assumed we would be starting makeup at 10:30"She never stated she needed a minimum of hours for that work and rather than assuming a start time she should have simply asked before stating she could provide services.To the business's response regarding "It only guarantees holding your stylists and the date and the ability to conduct hair and makeup services in a reasonable amount of time that each client needs for the day of her wedding.": no where in the soft hold contract does it say anything regarding services in a reasonable amount of time or define reasonable amount of timeI apologize for the repetition but I am making an effort to response to all of the business's pointsBottom line is I was told they could provide services, paid a soft hold for those services, and then told the business could not provide those servicesThank you for your time and assistance in this matter Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I believe given that the business stated they were unable to provide the services which they initially said they could, the services the soft hold contract was drawn up for, I should be entitled a full refundHad I known the services could not be provided, I would not have went forward with the soft hold contract or the trialI entered into the soft hold agreement under the impression the services could be providedI also provided all information requestedHad their been more information necessary to determine whether or not they could perform said services that should have been asked for before responding to my inquiry stating they could be provided. Attached is an email correspondence showing she stated she cannot provide the servicesShe also states "When I book a party of 8-for makeup-only services, I know I automatically need a minimum of hours for that work." and "For a 1pm ready by time I would have never assumed we would be starting makeup at 10:30"She never stated she needed a minimum of 4 hours for that work and rather than assuming a start time she should have simply asked before stating she could provide services.To the business's response regarding "It only guarantees holding your stylists and the date and the ability to conduct hair and makeup services in a reasonable amount of time that each client needs for the day of her wedding.": no where in the soft hold contract does it say anything regarding services in a reasonable amount of time or define reasonable amount of time.
I apologize for the repetition but I am making an effort to response to all of the business's pointsBottom line is I was told they could provide services, paid a soft hold for those services, and then told the business could not provide those services.
Thank you for your time and assistance in this matter
Regards,
*** ***

I have already acknowledged the client's dissatisfaction in the services and soft hold arrangement in my previous response to her This current response to me offers no additional information that I can dispute at this time and is simply repeating what she had said beforeAs I mentioned previously, and which I am attaching again, the client signed a binding document stating the $soft hold deposit was not refundable In good faith, I did offer her $of the $and she has refused that refund THAT OFFER STILL REMAINS TO THIS CLIENT EVEN after she has written numerous disparaging online reviews about my company.
The client came for a makeup trial, which she received, and I held her date as the document outlined She was dissatisfied and she wants her money back in full and that is not our policy The soft hold contract in no way guarantees services in a particular amount of time dictated by the bride It only guarantees holding your stylists and the date and the ability to conduct hair and makeup services in a reasonable amount of time that each client needs for the day of her weddingI consider this matter closed

August 20, 2015Dear *** ***:
In response to the complaint ID#***, as with all of our clients, a Bridal information Sheet is obtained with all appropriate information from the
potential clientFrom the start of correspondence with this particular client, a "ready by" time (in bridal talk the time when the bride and all of her attendants need to have hair and makeup complete) of 1:PM was given to meWe use this time as a gauge to determine how much time will be needed for services and how many artists are required for a wedding partyThe client mentioned the hair services were being done by a salonWhen a client is using an outside beauty service, such as a salon, to provide some of the beauty services on their wedding day (in this case the hair services) it is not in our control to dictate when we can start other services (in this case makeup services) at a hotel, or other service locationI provided her with a quote, and she agreed to a $"soft hold" depositNo specific timing was discussed at that time which is the case until the client comes in for her trial and decides to work officially and contractually with our companyTimelines take time to coordinate and they are not drafted until a bride has her trial and decides to hire us for her wedding day servicesThe issue here is that this client's hair salon scheduled the hair services much too late for us-the makeup artists- to successfully get all eight services completed with the two artists had originally slated for the jobIn my experience with circumstances similar to this, a late start time for hair is not recommended, especially when the makeup is being done at a separate location, such as the clients hotel, and this client did not inform me that was the case when I had initially asked about timing for the daySo, the makeup application began and was finished during her trial runThe client appeared to want to sign our contract to hire my company for makeup services for eight ladies on her 9/19/wedding day after this makeup trialHowever, she stated in her online *** *** review that the makeup was "horrible" - even though this seemed to not be the case during the trialThis sentence was a direct clue to me that this dispute is simply because the client is attempting to retrieve monies spent because she was unhappy with her trial and had nothing to do with my company's perceived inability to provide servicesIt wasn't until after the trial had ended and the client was about to sign, since she appeared to be satisfied, that I discovered that we were restricted to a 10:AM start time due to salon hair appointmentsI informed the client that it wasn't possible to complete makeup services for the bride and seven attendants with two artists in the two hour timeframe she was requestingEven that timeframe was pushing it as ideally we would need to have them done by 12:PM to ensure there would be a buffer in case of last minute hold upsShe explained that the "other" makeup artists she had spoken to prior had told her it would be no problemI responded by informing the client that if this was the case, they were misrepresenting themselves and/or she would surely receive shoddy workIt was a general statement meant to help her understand the experience I had in these matters and that some artists simply don't deliver what they say they will at the cost to the clientI asked the client if she could get an earlier start time at the salon and she initially had said that was not possibleShe asked if we could add an artist and I informed her that it was potentially possible, but for our fee since there is a minimum number of services for each artist hired per jobI wasn't sure if I could provide a third artist (we have several weddings booked that day) and couldn't give her an answer that she demanded on the spotMy artists are freelance contractors and I communicate with them primarily by emailI even offered to discount the additional stylist fee, which is our standard $charge, to $The idea of having my company do a few of the hair services came up to help the process along, and I said we may be able to but again - I had to see if we had a stylistI could not guarantee this additional service not previously discussed, as her wedding was about five weeks awayShe asked if we could do up to three or four attendants and informed her of our five-person minimum for on-location services and let her know of the $fee, once again offering to discount the fee to $I took the time to produce a timeline (which is normally not done for clients until they sign a contract) to show the difficult timing situation with which we were facedThe trial and consultation took a total of three hours of which I did full makeup services, including a lash application, and spent much time re-doing her makeup to achieve the exact look the client wantedWhen the client was satisfied and wanted to move forward with the contract - only then did I find out we were only going to be given two hours for the aforementioned eight makeup servicesAfter much discussion and her refusal to accept the additional fees for added stylists, the client left without signing the contractI did hear back from an available hair stylist and emailed the client to say we had a hair stylist available to avoid the attendants having to go to the salonThus, I was able to provide these additional services and this client refused them as I never heard back except for an email stating she would take legal action if I did not refund her the $soft hold depositHer reasoning being that we had breached the soft-hold contract and would not be able to fulfill our obligation to provide the makeup services, even though this was untrueThe client did not disclose in her initial complaint that she signed a document with terms she was aware of (see attached) stating that the $deposit is non-refundable for any reason since the date and artists were held for her until the trial, even if the client does not sign a contractI offer the soft hold deposit option to potential clients to ensure they get their dateThey can take a chance and wait for a trial but if we book out, they lose their dateThe soft hold allows me to reserve my staff for a client's wedding and hold a space on our calendar with the hopes that the client does book at the trialIt enables me to know the sincerity and seriousness of the potential client that they truly would like to work togetherEven after all of this, since she was so dissatisfied, offered in good faith to meet her halfway and offered a $refund, retaining $as a trial had been conducted, and a lengthy consultation had taken placeIn fact, if she was a client who came in for a trial after paying a soft hold, received a trial and just didn't like the makeup and/or hair services and decided to not book with us, the client would not receive a refund of their depositThis is our policyIn truth, this client, due to her inflexibility and decision to not book has caused me to lose business as I had turned away other clients for her dateIt is also a risk take, however $for the lost business by holding the date, in addition to the makeup trial she did receive, was more than fairWe both winAll I asked for was payment for my servicesShe declined our hair and makeup services and she declined the refund that I offeredI will stand by my original offer of $but not the full refund of $as this client was well aware of the conditions of the soft hold when she came for the trial, and her accusations of my company being unable to service her wedding were falseSincerely,
Dana P

August 20, 2015Dear [redacted]:In response to the complaint ID#[redacted], as with all of our clients, a Bridal information Sheet is obtained with all appropriate information from the potential client. From the start of correspondence with this particular client, a "ready by" time (in bridal talk...

the time when the bride and all of her attendants need to have hair and makeup complete) of 1:00 PM was given to me. We use this time as a gauge to determine how much time will be needed for services and how many artists are required for a wedding party. The client mentioned the hair services were being done by a salon. When a client is using an outside beauty service, such as a salon, to provide some of the beauty services on their wedding day (in this case the hair services) it is not in our control to dictate when we can start other services (in this case makeup services) at a hotel, or other service location. I provided her with a quote, and she agreed to a $200 "soft hold" deposit. No specific timing was discussed at that time which is the case until the client comes in for her trial and decides to work officially and contractually with our company. Timelines take time to coordinate and they are not drafted until a bride has her trial and decides to hire us for her wedding day services.The issue here is that this client's hair salon scheduled the hair services much too late for us-the makeup artists- to successfully get all eight services completed with the two artists had originally slated for the job. In my experience with circumstances similar to this, a late start time for hair is not recommended, especially when the makeup is being done at a separate location, such as the clients hotel, and this client did not inform me that was the case when I had initially asked about timing for the day. So, the makeup application began and was finished during her trial run. The client appeared to want to sign our contract to hire my company for makeup services for eight ladies on her 9/19/15 wedding day after this makeup trial. However, she stated in her online [redacted] review that the makeup was "horrible" - even though this seemed to not be the case during the trial. This sentence was a direct clue to me that this dispute is simply because the client is attempting to retrieve monies spent because she was unhappy with her trial and had nothing to do with my company's perceived inability to provide services.It wasn't until after the trial had ended and the client was about to sign, since she appeared to be satisfied, that I discovered that we were restricted to a 10:30 AM start time due to salon hair appointments. I informed the client that it wasn't possible to complete makeup services for the bride and seven attendants with two artists in the two hour timeframe she was requesting. Even that timeframe was pushing it as ideally we would need to have them done by 12:30 PM to ensure there would be a buffer in case of last minute hold ups. She explained that the "other" makeup artists she had spoken to prior had told her it would be no problem. I responded by informing the client that if this was the case, they were misrepresenting themselves and/or she would surely receive shoddy work. It was a general statement meant to help her understand the experience I had in these matters and that some artists simply don't deliver what they say they will at the cost to the client.I asked the client if she could get an earlier start time at the salon and she initially had said that was not possible. She asked if we could add an artist and I informed her that it was potentially possible, but for our normal fee since there is a minimum number of services for each artist hired per job. I wasn't sure if I could provide a third artist (we have several weddings booked that day) and couldn't give her an answer that she demanded on the spot. My artists are freelance contractors and I communicate with them primarily by email. I even offered to discount the additional stylist fee, which is our standard $150 charge, to $100. The idea of having my company do a few of the hair services came up to help the process along, and I said we may be able to but again - I had to see if we had a stylist. I could not guarantee this additional service not previously discussed, as her wedding was about five weeks away. She asked if we could do up to three or four attendants and informed her of our five-person minimum for on-location services and let her know of the $150 fee, once again offering to discount the fee to $100. I took the time to produce a timeline (which is normally not done for clients until they sign a contract) to show the difficult timing situation with which we were faced.The trial and consultation took a total of three hours of which I did full makeup services, including a false lash application, and spent much time re-doing her makeup to achieve the exact look the client wanted. When the client was satisfied and wanted to move forward with the contract - only then did I find out we were only going to be given two hours for the aforementioned eight makeup services. After much discussion and her refusal to accept the additional fees for added stylists, the client left without signing the contract. I did hear back from an available hair stylist and emailed the client to say we had a hair stylist available to avoid the attendants having to go to the salon. Thus, I was able to provide these additional services and this client refused them as I never heard back except for an email stating she would take legal action if I did not refund her the $200 soft hold deposit. Her reasoning being that we had breached the soft-hold contract and would not be able to fulfill our obligation to provide the makeup services, even though this was untrue.The client did not disclose in her initial complaint that she signed a document with terms she was aware of (see attached) stating that the $200 deposit is non-refundable for any reason since the date and artists were held for her until the trial, even if the client does not sign a contract. I offer the soft hold deposit option to potential clients to ensure they get their date. They can take a chance and wait for a trial but if we book out, they lose their date. The soft hold allows me to reserve my staff for a client's wedding and hold a space on our calendar with the hopes that the client does book at the trial. It enables me to know the sincerity and seriousness of the potential client that they truly would like to work together.Even after all of this, since she was so dissatisfied, offered in good faith to meet her halfway and offered a $100 refund, retaining $100 as a trial had been conducted, and a lengthy consultation had taken place. In fact, if she was a client who came in for a trial after paying a soft hold, received a trial and just didn't like the makeup and/or hair services and decided to not book with us, the client would not receive a refund of their deposit. This is our policy. In truth, this client, due to her inflexibility and decision to not book has caused me to lose business as I had turned away other clients for her date. It is also a risk take, however $100 for the lost business by holding the date, in addition to the makeup trial she did receive, was more than fair. We both win. All I asked for was payment for my services. She declined our hair and makeup services and she declined the refund that I offered. I will stand by my original offer of $100 but not the full refund of $200 as this client was well aware of the conditions of the soft hold when she came for the trial, and her accusations of my company being unable to service her wedding were false.Sincerely,Dana P

I have already acknowledged the client's dissatisfaction in the services and soft hold arrangement in my previous response to her.  This current response  to me offers no additional information that I can dispute at this time and is simply repeating what she had said before. As I mentioned previously, and which I am attaching again, the client signed a binding document stating the $200 soft hold deposit was not refundable.  In good faith,  I did offer her $100 of the $200 and she has refused that refund.  THAT OFFER STILL REMAINS TO THIS CLIENT EVEN after she has written numerous disparaging online reviews about my company. The client came for a makeup trial, which she received, and I held her date as the document outlined.  She was dissatisfied and she wants her money back in full and that is not our policy.  The soft hold contract in no way guarantees services in a particular amount of time dictated by the bride.  It only guarantees holding your stylists and the date and the ability to conduct hair and makeup services in a reasonable amount of time that each client needs for the day of her wedding.I consider this matter closed.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I believe given that the business stated they were unable to provide the services which they initially said they could, the services the soft hold contract was drawn up for, I should be entitled a full refund. Had I known the services could not be provided, I would not have went forward with the soft hold contract or the trial. I entered into the soft hold agreement under the impression the services could be provided. I also provided all information requested. Had their been more information necessary to determine whether or not they could perform said services that should have been asked for before responding to my inquiry stating they could be provided. Attached is an email correspondence showing she stated she cannot provide the services. She also states "When I book a party of 8-10 for makeup-only services, I know I automatically need a minimum of 4 hours for that work." and "For a 1pm ready by time I would have never assumed we would be starting makeup at 10:30". She never stated she needed a minimum of 4 hours for that work and rather than assuming a start time she should have simply asked before stating she could provide services.To the business's response regarding "It only guarantees holding your stylists and the date and the ability to conduct hair and makeup services in a reasonable amount of time that each client needs for the day of her wedding.": no where in the soft hold contract does it say anything regarding services in a reasonable amount of time or define reasonable amount of time. I apologize for the repetition but I am making an effort to response to all of the business's points. Bottom line is I was told they could provide services, paid a soft hold for those services, and then told the business could not provide those services. Thank you for your time and assistance in this matter.
Regards,
[redacted]