Complexions Day Spa

We appreciate you contacting us regarding the matter with [redacted] We have been in business for years and pride ourselves on providing quality care and memorable experiences for our guests.' We always do our best to ensure our guests satisfaction aappreciate that word of mouth is our best avenue for-new guests.Unfortunately, the time line was not as she described in her letterIf someone complains about a service we do our best to resolve itShe contacted us three weeks after her waxing appointment asking for a refund of her servicesI explained that we would be happy to have-her come back in.and take a look at what her concerns wereWe do not just give a refund without even seeing what the condition wasI also explained that when someone has an initial waxing service, due to the cycle of hair growth,we suggest they return within weeks for a second appointmentHair has three phasgrowth and to ensure the best result it is important to have follow up visits until all three cycles have been treated.Any waxing business would advise the same We also do not perform waxing services in a dark roomWhen she was asked to check the arms and legs before she left, if there was the amount of hair she claims, she would have seen that at the time of service.In good faith, our offer still stands for her to come back in for our waxing specialist to evaluate the hair.We also offered to perform a complimentary service despite the time delay of over three weeks.Unfortunately, Christine didn't feel our suggestion of evaluating the area was reasonable and she became very rude and irate on the phoneNot only with me, but with our call centerThey documented her foul language and poor tempered behaviorI explained to her that I was not going to argue with her on the phone and that we would be happy to accommodate her at her convenience.Our offer still stands and no refund will be given:Thank you again for taking the time to send us·your inquiryIf you have any further questions, I can be reached at [redacted] .Sincerely,Denise [redacted]

Thank you for sending your letter to me regarding Ms [redacted] , ID# [redacted] Weappreciate what the Revdex.com does to protect the consumers of our areaI am sure thatyou are aware of our very good standing with the Revdex.com since starting our business in In fact, Idon't think we have a single complaint.Ms [redacted] 's complaint is very unfortunate, however, we have a completely different recollectionof what happenedIf ever we have a client who is disappointed we always, immediately do our best toresolve the situationWe strive to have long lasting relationships with our guests and to creatememorable experiences that lead to them returning time and time againWe also value the fact thatthe number one source of our new business in word of mouth.The facts relayed to me by the employees involved are as follows: [redacted] came to Complexions Spa on April 15, for a hair appointment with Christopher***Chris conducted a though consultation with her for her cut, color and her upcoming wedding.They looked through numerous books and also reviewed the pictures that she brought inThey agreedon a shoulder length cut, and a color that would brighten up her hair and also neutralize the brassytones that she hasThe cut was performed using scissors, not a razor as she suggestedHe used a razoronly at face framing perimeter to soften the look around her face.At the conclusion of the appointment time, she told Chris she was very happy with the color and cut andproceeded to discuss him doing her hair and make up for her upcoming weddingShe even told Chris,"You're very talented at what you do"During their conversation, she also expressed interest in skincare services and when Chris walked her to the reception, he introduced her to one of our best technicianswho performs facials.Chris and [redacted] said good bye and she said she looked forward to seeing him again soonShe proceededto cash out and schedule an appointment to return for a facial with Amy.We did not hear from her at all until she returned to our spa on April for her appointment with Amy.She checked in and proceeded to her facial appointment, not saying anything about being unhappy withher hair at any time.It wasn't until she cashed out after her faciail that she expressed she was not happy ."With her hair Amanda [redacted] who works our front desk spoke to [redacted] and listened to her concernsShe offered tohave her meet with another stylistAmanda escorted her tosee another one of ourstylists, and offered a conditioning treatment in an effort to make her happy, not because there was anything wrong At such time she was introduced to Ashley who listened to herShe then became very upset, startedyelling at Ashley stating; "she wasn't married and how.could she understand" She' also insulted her because she had long blond hairShe then said that no one at Complexions knows how to do hair and allshe wanted was her money backChristopher has been a strong team member of our hair salon and has been with us for over years •He· is one of our managers and also is in charge of educationfor our salon He is a highly qualified hairstylist who is constantly attending advanced training classes, as recently as this past fall attending a week longadvanced hair color class in NYCTypically, if some one is unhappy with a service, they would contact the spa directly and we would have done what we could to resolve the situationShe did not give us this opportunityWe are not offeringto do a refund of $Because there is nothing wrong with her colorShe claims it is a problem with acutHer hair is not ruined, and it is still shoulder length with is what they agreed to when the consultation was performedI find her letter to be a bit extreme however, l am happy to speak with her if she would like toShe has invested a lot of time and effort attacking our business on social media aswell as the Attorney GeneralAlso, by the language and grammar used in her letter, there is much to beconsidered.·Thank you again for your letterI am grateful for what the Revdex.com does for our consumers and we willcontinue to provide the best quality services and customer care for the guests of Complexions SpaIf you have any further questions please feel to contact me at the spa at 518-489-Sincerely,Denise [redacted] Founder and CEO

[redacted] stopped in to Complexions and asked to speak to a stylist regarding coloring servicesShe·was introduced to Bailey who spent at least minutes discussing what she was looking for how long itwould take and pricing [redacted] then proceeded to schedule an appointment with BaileyBased ontheir conversation, she was scheduled for Balyage.During her initial consultation she expressed to Bailey that she had never had a colorservice before.After going through several pictures of different looks, we settled on a subtle, blonde balyageBaileythen explained to the [redacted] that for first time hair services It would be more beneficial to keep it moreconservative to prevent any sort of shock (given that this was the first time ever coloring her hair) Shealso stated that she wanted a look that would provide little to no maintenance given the fact that sheonly gets her hair done twice a yearWith any highlighting service it is a known fact that it will dry outthe hair to some extent, the client had dark hair and wanted a very light end result in which I explainedcannot happen the first time around, unless you use a special product (Oiaplex) to help reach that goal(in which [redacted] declined to add to her service)During the service [redacted] was very nervous, asked a lot of questions and watched everything that Bailey didShe explained everything as they proceeded through the steps of the service (as did her good friend that came for moral support) [redacted] approved of everything Bailey was doing and even thanked her for being so patient with herOnce all was said and done, Bailey showed [redacted] the end resultsShe stated that she felt It looked like "highlights" meaning upto the root "stripy" [redacted] again had watched Bailey apply every section of product to her hair assuring her that only small pieces in the front were going to touch the root to give nice brightness around the faceAfter looking in the mirror for minutes she expressed to Bailey that she was hoping to be "more blonde on ends"Bailey explained to her that being lighter on the ends would result in a completely different look, a look that they had seen pictures of and by passed as looking "unnatural"The color Bailey gave to the [redacted] was a nice neutral blonde balyage technique that ribboned nicely with her natural curly hair giving it a sun kissed lookShe liked the overall look once she adjusted to it but still expressed to Bailey that she would like an "Ombre"She explained to her that if she would like to come back and receive a more dramatic look, that she could return to Bailey and that she would adjust the ends for hsr at no charge in an effort to make her happy with the colorShe then agreed and said she would call me the next day• [redacted] then did then call back the next day to inform me that her husband and family like the color but still wanted to discuss her color further with meShe asked if she should live with the color for a week and then make a decision if she wanted to go any lighter and more dramaticI agreed, considering some first time hair dryers end up loving their new look and decide to make a bigger change farther down theroadThe client then asked me how much it would cost to go over the process again to make her lighter,I expressed to her that if she came back to me ( in a reasonable time frame) that I would not charge her full priceShe was ok with that and we then said our good byes and hung up.The problem was that [redacted] then called back a second time on that same day and rather than ask to speak to Bailey, she spoke with our salon manager who did not know the situation at aiL She explained to the manager very vaguely that she simply wants to be lighter and was wondering how much she would have to pay, the manager quoted her a full service price, not knowing theclient or the situationShe was quoted as if she was calling to inquire about pricesBailey did not hear back from her, and assumed she grew to love her colorIn no way was her hair ruined or compromised in any way.Bailey took her time and was extremely patient with her to make sure that she had a good experience at the spa and most importantly that she loved her hair.Bailey has since called [redacted] and offered her to caine back in and get her ends made lighterThis was a miscommunication on both ends, but can most definitely be resolved

To whom it may concern:I appreciate you sending the letter of inquiry regarding this matterI Personally did a thorough investigation into this matter and the massage therapist did perform the service correctly and as it is described I n our brochureUnfortunately.the guest did not like this
particular spa service packageWe did offer to give her credit to use toward another service which is on account for her to use as she choosesIt is our hope to create memorable experiences for our guests and for the past years that hasbeen our goal.We would never treat a returning guest, regardless of her complaint, with disrespect It would be our hope that she will try another service and have the experience that she had hoped to have hadwe also offered her the opportunity to come in with her fiance so they can enjoy a couple's massage together which is one of our most popular offerings and actually exceeds the cost of her original experience;We have two locations for her to choose from and she is invited to visit either onelf you have any further questions, I can be reached at ***Thank you very much for your.time.Sincerely,Denise D***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I would like to decline the matter. I am simply requesting for my money back. I had two waxing services and they were both done incorrectly. I do not want to return for a 3rd waxing and have that done wrong as well. I did call the day after my waxing stating that it was done incorrectly. They are correct that I did respond three weeks later and this is the reason why  the first week I was on vacation, the second week I work two jobs and worked Monday  - Friday 7:30 AM til 10 PM and I  would rather not call on the weekends because its my only time that I have to myself. So, calling the third week was the only time I had to explain to the company how terrible a service that I received. And to correct the company - The waxing was done in a dim room, I do not have foul language, the lady was rude and disrespectful and hung up on me because sh was not getting her way, the fact that I spent my hard earned money at her establishment and was dissatisfied with the service and talking to her I am disrespected and feel belittled for calling 3 weeks later. (if I want to tell the company how poorly of a job they did time it takes me to take the time out of my schedule should not matter). I am very well aware of how hair grows back I am a 25 year old adult.  I was with 13 members who witnessed my underarm waxing and what was left behind. Clearly I was not going to show anyone my patchy, and missed Brazilian wax that I already rectified with a razor. I simply want my money back and never deal with this company. 
Regards,
[redacted]

Thank you for sending your letter to me regarding Ms. [redacted], ID# [redacted]. Weappreciate what the Revdex.com does to protect the consumers of our area. I am sure thatyou are aware of our very good standing with the Revdex.com since starting our business in 1987. In fact, Idon't...

think we have a single complaint.Ms. [redacted]'s complaint is very unfortunate, however, we have a completely different recollectionof what happened. If ever we have a client who is disappointed we always, immediately do our best toresolve the situation. We strive to have long lasting relationships with our guests and to creatememorable experiences that lead to them returning time and time again. We also value the fact thatthe number one source of our new business in word of mouth.The facts relayed to me by the employees involved are as follows:[redacted] came to Complexions Spa on April 15, 2016 for a hair appointment with Christopher[redacted]. Chris conducted a though consultation with her for her cut, color and her upcoming wedding.They looked through numerous books and also reviewed the pictures that she brought in. They agreedon a shoulder length cut, and a color that would brighten up her hair and also neutralize the brassytones that she has. The cut was performed using scissors, not a razor as she suggested. He used a razoronly at face framing perimeter to soften the look around her face.At the conclusion of the appointment time, she told Chris she was very happy with the color and cut andproceeded to discuss him doing her hair and make up for her upcoming wedding. She even told Chris,"You're very talented at what you do". During their conversation, she also expressed interest in skincare services and when Chris walked her to the reception, he introduced her to one of our best technicianswho performs facials.Chris and [redacted] said good bye and she said she looked forward to seeing him again soon. She proceededto cash out and schedule an appointment to return for a facial with Amy.We did not hear from her at all until she returned to our spa on April 20 for her appointment with Amy.She checked in and proceeded to her facial appointment, not saying anything about being unhappy withher hair at any time.It wasn't until she cashed out after her faciail that she expressed she was not happy ."With her hair Amanda [redacted] who works our front desk spoke to [redacted] and listened to her concerns. She offered tohave her meet with another stylist. Amanda escorted her to. see another one of our. stylists, and offered a conditioning treatment in an effort to make her happy, not because there was anything wrong At such time she was introduced to Ashley who listened to her. She then became very upset, startedyelling at Ashley stating; "she wasn't married and how.could she understand" She' also insulted her . because she had long blond hair. She then said that no one at Complexions knows how to do hair and allshe wanted was her money back. Christopher has been a strong team member of our hair salon and has been with us for over 8 years •. He· is one of our managers and also is in charge of education. for our salon . He is a highly qualified . hairstylist who is constantly attending advanced training classes, as recently as this past fall attending a week longadvanced hair color class in NYC. Typically, if some one is unhappy with a service, they would contact the spa directly and we would have done what we could to resolve the situation. She did not give us this opportunity. We are not offeringto do a refund of $369. Because there is nothing wrong with her color. She claims it is a problem with acut. Her hair is not ruined, and it is still shoulder length with is what they agreed to when the consultation was performed. I find her letter to be a bit extreme however, l am happy to speak with her if she would like to. She has invested a lot of time and effort attacking our  business on social media aswell as the Attorney General. Also, by the language and grammar used in her letter, there is much to beconsidered.·Thank you again for your letter. I am grateful for  what the Revdex.com does for our consumers and we willcontinue to provide the best quality services and customer care for the guests of Complexions Spa. If you have any further questions  please feel to contact me at the spa at 518-489-5231. Sincerely,Denise [redacted] Founder and CEO

[redacted] stopped in to Complexions and asked to speak to a stylist regarding coloring services. She·was introduced to Bailey who spent at least 30 minutes discussing what she was looking for how long itwould take and pricing. [redacted] then proceeded to schedule an appointment with Bailey. Based...

ontheir conversation, she was scheduled for Balyage.During her initial consultation she expressed to Bailey that she had never had a color. service before.After going through several pictures of different looks, we settled on a subtle, blonde balyage. Baileythen explained to the [redacted] that for first time hair services It would be more beneficial to keep it moreconservative to prevent any sort of shock (given that this was the first time ever coloring her hair) Shealso stated that she wanted a look that would provide little to no maintenance given the fact that sheonly gets her hair done twice a year. With any highlighting service it is a known fact that it will dry outthe hair to some extent, the client had dark hair and wanted a very light end result in which I explainedcannot happen the first time around, unless you use a special product (Oiaplex) to help reach that goal(in which [redacted] declined to add to her service). During the service [redacted] was very nervous, asked a lot of questions and watched everything that Bailey did. She explained everything as they proceeded through the steps of the service (as did her good friend that came for moral support). [redacted] approved of everything Bailey was doing and even thanked her for being so patient with her. Once all was said and done, Bailey showed [redacted] the end results. She stated that she felt It looked like "highlights" meaning upto the root "stripy". [redacted] again had watched Bailey apply every section of product to her hair assuring her that only 2 small pieces in the front were going to touch the root to give nice brightness around the face. After looking in the mirror for 20 minutes she expressed to Bailey that she was hoping to be "more blonde on ends". Bailey explained to her that being lighter on the ends would result in a completely different look, a look that they had seen pictures of and by passed as looking "unnatural". The color Bailey gave to the [redacted] was a nice neutral blonde balyage technique that ribboned nicely with her natural curly hair giving it a sun kissed look. She liked the overall look once she adjusted to it but still expressed to Bailey that she would like an "Ombre". She explained to her that if she would like to come back and receive a more dramatic look, that she could return to Bailey and that she would adjust the ends for hsr at no charge in an effort to make her happy with the color. She then agreed and said she would call me the next day. •[redacted] then did then call back the next day to inform me that her husband and family like the color but still wanted to discuss her color further with me. She asked if she should live with the color for a week and then make a decision if she wanted to go any lighter and more dramatic. I agreed, considering some first time hair dryers end up loving their new look and decide to make a bigger change farther down theroad. The client then asked me how much it would cost to go over the process again to make her lighter,I expressed to her that if she came back to me ( in a reasonable time frame) that I would not charge her full price. She was ok with that and we then said our good byes and hung up.The problem was that [redacted] then called back a second time on that same day and rather than ask to speak to Bailey, she spoke with our salon manager who did not know the situation at aiL She explained to the manager very vaguely that she simply wants to be lighter and was wondering how much she would have to pay, the manager quoted her a full service price, not knowing the. client or the situation. She was quoted as if she was calling to inquire about prices. Bailey did not hear back from her, and assumed she grew to love her color. In no way was her hair ruined or compromised in any way.Bailey took her time and was extremely patient with her to make sure that she had a good experience at the spa and most importantly that she loved her hair.Bailey has since called [redacted] and offered her to caine back in and get her ends made lighter. This was a miscommunication on both ends, but can most definitely be resolved.

We appreciate you contacting us regarding the matter with [redacted]. We have been in business for 30 years and pride ourselves on providing quality care and memorable experiences for our guests.' We always do our best to ensure our guests satisfaction and-we appreciate that word of mouth is...

our best avenue for-new guests.Unfortunately, the time line was not as she described in her letter. If someone complains about a service we do our best to resolve it. She contacted us three weeks after her waxing appointment asking for a refund of her services. I explained that we would be happy to have-her come back in.and take a look at what her concerns were. We do not just give a refund without even seeing what the condition was. I also explained that when someone has an initial waxing service, due to the cycle of hair growth,we suggest they return within 4 weeks for a second appointment. Hair has three phases-of growth and to ensure the best result it is important to have follow up visits until all three cycles have been treated.Any waxing business would advise the same . We also do not perform waxing services in a dark room. When she was asked to check the arms and legs before she left, if there was the amount of hair she claims, she would have seen that at the time of service.In good faith, our offer still stands for her to come back in for our waxing specialist to evaluate the hair.We also offered to perform a complimentary service despite the time delay of over three weeks.Unfortunately, Christine didn't feel our suggestion of evaluating the area was reasonable and she became very rude and irate on the phone. Not only with me, but with our call center. They documented her foul language and poor tempered behavior. I explained to her that I was not going to argue with her on the phone and that we would be happy to accommodate her at her convenience.Our offer still stands and no refund will be given:Thank you again for taking the time to send us·your inquiry. If you have any further questions, I can be reached at [redacted].Sincerely,Denise [redacted]

Review: We purchased gift cards from Complexions Day Spa worth $160.00we were never notified that they were going out of business, andwe were not reimbursed the money we paid for the gift cards that were not used.I'd like to know how to find them, and/or what I can do legally to get my money back.Desired Settlement: $160.00 the worth of the unused gift cards we purchased from them

Review: Received a $290.00 gift certificate for Christmas 2012 and when I went to book an appointment the first of 2013, the spa was closed down and I was told by the Atrium Hotel they were supposed to open under another name. They just packed up and left the hotel with no notice to customers.Desired Settlement: I would like my $290.00 back. This was my husband's last gift to me for Christmas before he passed away.