Bella Donna Professional Makeup Artistry LLP

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ My name is [redacted] and I am the Owner of Bella Donna Professional Makeup ArtistryMy company provides Professional Makeup Applications and Hair Design services on-location for weddings, special events, photo shoots, fashion shows, media and film projectsOn-location beauty services are booked in advance and before a Beauty Team is assigned to the event or project, a signed Service Contract and a 50% package deposit is required to secure the requested dateThe Service Contract must be signed by the client who is booking the services and an authorized representative of Bella DonnaAll of Bella Donna's clients, bookings, events, and appointments are managed through Inspherio, the company's CRM and business management system On August 10, Bella Donna Professional Makeup Artistry entered into a contract with [redacted] ( [redacted] ) [redacted] for Wedding Day Makeup services for herself and members of her bridal party for September 26, [redacted] booked the Duo Airbrush/Traditional Bridal Makeup Package and individual Wedding Party Duo Airbrush/Traditional Makeup Applications***'s contract also included travel fee of $The Ready Location listed on the Contract is: Holiday Inn [redacted] Austin, MN The Contract Terms are as follows: Payment/Cancelation To secure a Bella Donna Makeup Artist(s) and Hair Stylist(s) for the date of the wedding outlined in this agreement, a signed contract is required with a 50% deposit due at the time of signingThe undersigned party will be the responsible party for the total deposit for bride and the bridal party included in this agreement upon signingThere is a day grace period to cancel this agreement and receive a full refund of the deposit madeAfter the day grace period the deposit is non-refundable and non-transferable if the booked reservation date or booked service(s) is/are changed or canceledAny reservation date change will cancel this contract The total remaining balance is due days prior to the date of the eventIf for any reason the reservation must be canceled within days prior to the date of the event, the remaining balance will still be due and no refunds will be givenThe undersigned party will be responsible for the remaining balance due Upgrades/Refunds Refunds are not issued for any individual of the wedding party who decides to cancel their beauty service(s) less than days prior to the event or who misses their appointment on the day of the wedding Prior to receiving a Service Contract, clients are required to fill out an Event Questionnaire outlining additional event/project details such as the timeline, ready location, names of the individuals who will be receiving a service and what services etcIn the ***'s Event Questionnaire, she stated that "Getting Ready" pictures would begin at 1:00pm, the "First Look" will take place at 1:30pm and group photos would start at 2:00pm On August 11, I emailed the following to [redacted] "If it works for them to get their hair done before makeup, that would probably work better for the scheduleI have an estimated Ready Time of 12:45/1:00pm for youWhat time would you like everyone else to be ready by? I was estimating about 1:15/1:30pm based on the Group Picture Start Time." [redacted] replied on August 11, with, "I'll have them get hair done before the makeup then no problemAnd yep if everyone can be done by or so that would be super, it'll give them time to get dressed and head out:D" On Friday, August 14th I received an email from [redacted] notifying me that she is thinking about changing the Ready Location "Hi EmilyI think I have decided to change our location and I'm hoping that is okThe address of the new location would be [redacted] , Brownsdale MNIt's miles to the northeast of the original location Holiday InnI just think overall it would be a bigger more pleasant space to get ready atIt's called [redacted] I'm going to see if there is an opening there and if so book itHoping this doesn't create any problems for you ***" I followed up with a response on Monday, August 17th: "The location change looks like it will only add a couple more minutes to the travel time, so that shouldn't be a problemLet me know when you have the location confirmed so that I can make the update on the schedule." [redacted] emailed me back on Tuesday, August 18th to confirm the location change, "I have indeed made the changeIt will be a much nicer place to get ready atThe address is [redacted] Brownsdale, MN 55918." I emailed back to notify [redacted] that I added the location change to her account overview and made a note in her account regarding the changeI also stated that the bridal agreement will still reflect the original location, however the itinerary will show the new locationIn order to change the location listed on the bridal agreement, I would need to amend the contractAmending the contract and creating a new one requires re-signing the contractI typically will not amend a contract just for a location changeInstead I will add the new location to the client's account overview, which will update the location on the Itinerary Map and systems booking calendarThe system's calendar is syncd with the Bella Donna Google Calendar, which is also shared to my personal calendar that I am able to access via my smartphone, laptop, and any computer ***'s Bridal Makeup Trial appointment took place on Thursday, September 17th at my in-home studioAt her appointment I told [redacted] that I have the service start time set for 12:00pm and I would be bringing a team of additional Makeup Artists along in order to complete all four services by or before the picture start times [redacted] agreed to the 12:00pm service start time On the wedding day, Saturday, September 26th, I went into my Bella Donna Google Calendar and clicked on the location listed with ***'s event, which was " [redacted] Brownsdale, MN 55918"While en route to the Ready Location we (my team and I) came upon unexpected road construction that did not show up on my GPS notificationsBecause I was the one driving, I had my Lead Assistant call [redacted] to notify her that we have been delayed due to the road construction Because my focus was on carefully navigating through heavy traffic and the road construction, I did not realize we had driven miles in the wrong direction until after we cleared the traffic congestion construction Apparently the Ready Location Venue name, " [redacted] " is not a recognized Venue through GPS satellite mappingEven though the location address was indeed entered into the GPS, we were routed in the opposite direction With this discovery, my Lead Assistant immediately contacted [redacted] to notify her of the mistake and that our ETA is now 12:During that phone call [redacted] told my Lead that she would need to talk to her bridal party and would call her back A few minutes after ending the call, my Lead received a call back from someone else on ***'s phoneDuring this call, my Lead apologize profusely and attempted to offer alternative solutionsThe individual on the line yelled at my Lead and bad mouthed her while my Lead made repeated efforts to find a civil way to fix the unfortunate situationEvery suggestion she offered was refused and the individual stated that they no longer wanted any services and cancelled the contractThe individual disconnected the call before my Lead had a chance to respond Following the end of that call, my Business Director made an attempt to contact ***Her call went to voicemailShe then received a call back from someone other than [redacted] on ***'s phoneShe asked to speak with ***Her request was refused with anger, insult and the individual threatened to call the police on us Despite the unforeseen circumstances and the mistreatment of my team, I remained en route to the Ready Location as I wanted to personally confirm the cancellation and apologize to [redacted] as well as see if there would be anything at all that I could do for herWe arrived at 12:44pm, minutes before the requested bride ready time and minutes before the bridal party's ready time I called ***'s cell phone right after we arrived and parkedThe time was 12:46pm when I made the callThe call went to voicemailI stepped out of my vehicle and was met by three women, one of which was extremely hostile and made several threats with profanity towards me and my teamI stated that I would like to personally apologize to [redacted] and see if there was anything at all that I could doHowever, my request was refused and I was told to leave Before leaving I asked them to let [redacted] know that I will contact her on Monday in order to speak with her personallyI was told that I would not be able to contact ***, to resolve the situation, for the next week as she would be on her honeymoonI respectfully acknowledge the statement and agreed to wait until after the honeymoonHowever, on Sunday, September 27th and Monday, September 28th, I received emails from [redacted] containing aggressive and profane language, threats, name calling and the demand for a full refund, for the services she and her bridal party canceled the day of the weddingIn one email she stated, "" I take my business very seriously and I strive to offer the best customer service possibleHowever, every civil attempt was refused with destructive language and threats [redacted] did receive her Bridal Trial Makeup Application service and my team and I did travel to the Ready Location and although later than planned, we did arriveI did offer [redacted] a partial refund for the services that were not rendered, which was the Wedding Party Duo Airbrush/Traditional makeup applicationsHowever, [redacted] refused that offer and initiated a dispute through Paypal and then escalated the dispute to a claim for investigationPaypal's investigation was filed in the favor of Bella Donna Because all business, bookings and contracts are managed through my electronic CRM system, it is impossible to alter the contract without "Amending" itWhen a contract is completed and signed by both parties, a copy is automatically sent to the client and is added to the client's personal event portalTherefore [redacted] still has access to complete contract Finally, Bella Donna is not and never has been affiliated Central Minnesota Wedding Association (CMWA)I was not aware that the CMWA logo was featured on the Bella Donna Wedding Wire account until I was contacted by the CMWA PresidentMy reply was as follows: "Thank you for contacting me and bringing this to my attentionI was unaware that the Central Minnesota Wedding Association logo was displayed on my Wedding Wire pageI do not recall ever adding the logo or having been a member of the associationI apologize for the mistake! I have removed the logo." Since the removal I have been informed that the CMWA logo was added to the Bella Donna Wedding Wire Account by a past intern by mistake [redacted] has made several attempts to badger me personally and my companyShe specifically stated in a review she left on the Bella Donna Professional Makeup Artistry Facebook

Initial Business Response /* (1000, 5, 2015/11/06) */
My name is [redacted] and I am the Owner of Bella Donna Professional Makeup Artistry. My company provides Professional Makeup Applications and Hair Design services on-location for weddings, special events, photo shoots, fashion shows, media...

and film projects. On-location beauty services are booked in advance and before a Beauty Team is assigned to the event or project, a signed Service Contract and a 50% package deposit is required to secure the requested date. The Service Contract must be signed by the client who is booking the services and an authorized representative of Bella Donna. All of Bella Donna's clients, bookings, events, and appointments are managed through Inspherio, the company's CRM and business management system.
On August 10, 2015 Bella Donna Professional Makeup Artistry entered into a contract with [redacted] ([redacted]) [redacted] for Wedding Day Makeup services for herself and 3 members of her bridal party for September 26, 2015. [redacted] booked the Duo Airbrush/Traditional Bridal Makeup Package and 3 individual Wedding Party Duo Airbrush/Traditional Makeup Applications. [redacted]'s contract also included travel fee of $103.71. The Ready Location listed on the Contract is:

Holiday Inn
[redacted]
Austin, MN

The Contract Terms are as follows:

Payment/Cancelation
To secure a Bella Donna Makeup Artist(s) and Hair Stylist(s) for the date of the wedding outlined in this agreement, a signed contract is required with a 50% deposit due at the time of signing. The undersigned party will be the responsible party for the total deposit for bride and the bridal party included in this agreement upon signing. There is a 5 day grace period to cancel this agreement and receive a full refund of the deposit made. After the 5 day grace period the deposit is non-refundable and non-transferable if the booked reservation date or booked service(s) is/are changed or canceled. Any reservation date change will cancel this contract.

The total remaining balance is due 15 days prior to the date of the event. If for any reason the reservation must be canceled within 15 days prior to the date of the event, the remaining balance will still be due and no refunds will be given. The undersigned party will be responsible for the remaining balance due.....
Upgrades/Refunds
Refunds are not issued for any individual of the wedding party who decides to cancel their beauty service(s) less than 30 days prior to the event or who misses their appointment on the day of the wedding.....

Prior to receiving a Service Contract, clients are required to fill out an Event Questionnaire outlining additional event/project details such as the timeline, ready location, names of the individuals who will be receiving a service and what services etc. In the [redacted]'s Event Questionnaire, she stated that "Getting Ready" pictures would begin at 1:00pm, the "First Look" will take place at 1:30pm and group photos would start at 2:00pm.
On August 11, 2015 I emailed the following to [redacted]

"......... If it works for them to get their hair done before makeup, that would probably work better for the schedule. .......... I have an estimated Ready Time of 12:45/1:00pm for you. What time would you like everyone else to be ready by? I was estimating about 1:15/1:30pm based on the Group Picture Start Time."

[redacted] replied on August 11, 2015 with,

"I'll have them get hair done before the makeup then no problem. And yep if everyone can be done by 115 or so that would be super, it'll give them time to get dressed and head out. :D"

On Friday, August 14th I received an email from [redacted] notifying me that she is thinking about changing the Ready Location.
"Hi Emily. I think I have decided to change our location and I'm hoping that is ok. The address of the new location would be [redacted], Brownsdale MN. It's 11 miles to the northeast of the original location Holiday Inn. I just think overall it would be a bigger more pleasant space to get ready at. It's called [redacted]. I'm going to see if there is an opening there and if so book it. Hoping this doesn't create any problems for you.
[redacted]"

I followed up with a response on Monday, August 17th:

"The location change looks like it will only add a couple more minutes to the travel time, so that shouldn't be a problem. Let me know when you have the location confirmed so that I can make the update on the schedule."

[redacted] emailed me back on Tuesday, August 18th to confirm the location change,

"I have indeed made the change. It will be a much nicer place to get ready at. The address is [redacted] Brownsdale, MN 55918."

I emailed back to notify [redacted] that I added the location change to her account overview and made a note in her account regarding the change. I also stated that the bridal agreement will still reflect the original location, however the itinerary will show the new location. In order to change the location listed on the bridal agreement, I would need to amend the contract. Amending the contract and creating a new one requires re-signing the contract. I typically will not amend a contract just for a location change. Instead I will add the new location to the client's account overview, which will update the location on the Itinerary Map and systems booking calendar. The system's calendar is syncd with the Bella Donna Google Calendar, which is also shared to my personal calendar that I am able to access via my smartphone, laptop, and any computer.

[redacted]'s Bridal Makeup Trial appointment took place on Thursday, September 17th at my in-home studio. At her appointment I told [redacted] that I have the service start time set for 12:00pm and I would be bringing a team of 3 additional Makeup Artists along in order to complete all four services by or before the picture start times. [redacted] agreed to the 12:00pm service start time.

On the wedding day, Saturday, September 26th, I went into my Bella Donna Google Calendar and clicked on the location listed with [redacted]'s event, which was "[redacted] Brownsdale, MN 55918". While en route to the Ready Location we (my team and I) came upon unexpected road construction that did not show up on my GPS notifications. Because I was the one driving, I had my Lead Assistant call [redacted] to notify her that we have been delayed due to the road construction.

Because my focus was on carefully navigating through heavy traffic and the road construction, I did not realize we had driven 15 miles in the wrong direction until after we cleared the traffic congestion construction.

Apparently the Ready Location Venue name, "[redacted]" is not a recognized Venue through GPS satellite mapping. Even though the location address was indeed entered into the GPS, we were routed in the opposite direction.

With this discovery, my Lead Assistant immediately contacted [redacted] to notify her of the mistake and that our ETA is now 12:52. During that phone call [redacted] told my Lead that she would need to talk to her bridal party and would call her back.

A few minutes after ending the call, my Lead received a call back from someone else on [redacted]'s phone. During this call, my Lead apologize profusely and attempted to offer alternative solutions. The individual on the line yelled at my Lead and bad mouthed her while my Lead made repeated efforts to find a civil way to fix the unfortunate situation. Every suggestion she offered was refused and the individual stated that they no longer wanted any services and cancelled the contract. The individual disconnected the call before my Lead had a chance to respond.

Following the end of that call, my Business Director made an attempt to contact [redacted]. Her call went to voicemail. She then received a call back from someone other than [redacted] on [redacted]'s phone. She asked to speak with [redacted]. Her request was refused with anger, insult and the individual threatened to call the police on us.

Despite the unforeseen circumstances and the mistreatment of my team, I remained en route to the Ready Location as I wanted to personally confirm the cancellation and apologize to [redacted] as well as see if there would be anything at all that I could do for her. We arrived at 12:44pm, 16 minutes before the requested bride ready time and 31 minutes before the bridal party's ready time.

I called [redacted]'s cell phone right after we arrived and parked. The time was 12:46pm when I made the call. The call went to voicemail. I stepped out of my vehicle and was met by three women, one of which was extremely hostile and made several threats with profanity towards me and my team. I stated that I would like to personally apologize to [redacted] and see if there was anything at all that I could do. However, my request was refused and I was told to leave.

Before leaving I asked them to let [redacted] know that I will contact her on Monday in order to speak with her personally. I was told that I would not be able to contact [redacted], to resolve the situation, for the next week as she would be on her honeymoon. I respectfully acknowledge the statement and agreed to wait until after the honeymoon. However, on Sunday, September 27th and Monday, September 28th, I received emails from [redacted] containing aggressive and profane language, threats, name calling and the demand for a full refund, for the services she and her bridal party canceled the day of the wedding. In one email she stated, ""

I take my business very seriously and I strive to offer the best customer service possible. However, every civil attempt was refused with destructive language and threats.

[redacted] did receive her Bridal Trial Makeup Application service and my team and I did travel to the Ready Location and although later than planned, we did arrive. I did offer [redacted] a partial refund for the services that were not rendered, which was the 3 Wedding Party Duo Airbrush/Traditional makeup applications. However, [redacted] refused that offer and initiated a dispute through Paypal and then escalated the dispute to a claim for investigation. Paypal's investigation was filed in the favor of Bella Donna.

Because all business, bookings and contracts are managed through my electronic CRM system, it is impossible to alter the contract without "Amending" it. When a contract is completed and signed by both parties, a copy is automatically sent to the client and is added to the client's personal event portal. Therefore [redacted] still has access to complete contract.

Finally, Bella Donna is not and never has been affiliated Central Minnesota Wedding Association (CMWA). I was not aware that the CMWA logo was featured on the Bella Donna Wedding Wire account until I was contacted by the CMWA President. My reply was as follows:

"Thank you for contacting me and bringing this to my attention. I was unaware that the Central Minnesota Wedding Association logo was displayed on my Wedding Wire page. I do not recall ever adding the logo or having been a member of the association. I apologize for the mistake! I have removed the logo."

Since the removal I have been informed that the CMWA logo was added to the Bella Donna Wedding Wire Account by a past intern by mistake.

[redacted] has made several attempts to badger me personally and my company. She specifically stated in a review she left on the Bella Donna Professional Makeup Artistry Facebook Page:

"I will make it my lifes work for brides to hear my story and what happened on my day so not another bride has to go through the [redacted] you are pulling. You are a deceitful, fraudulent liar and I will definitely see you in court."

Because of that statement, I have had to pull all of my Facebook reviews. I have reported her to Facebook multiple times for Defamation. I also contacted local law enforcement. Officer Rick [redacted], Badge #[redacted] informed me that he would be filing a written report and informed me that a civil remedy would be to file a restraining order.
I have since began the restraining order process.

With every attempt refused and followed with verbal assault, defaming social media posts and threats to ruin my business, I have grown very fearful of her. [redacted] has not once notified me that she would accept a refund for the services that were not rendered. Instead she posted a defaming review on Facebook, filed a complaint with the Revdex.com and filed for a Chargeback through Paypal.

I can provide all documentation, at your request, to prove that what I have stated is true.
[redacted]
Owner/Licensed Beauty Professional

[redacted]
Mankato, MN 56002
Phone: (507)[redacted]
[redacted]copied and pasted from email.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Full Refund has not been given as promised.