European Wax Center Montclair

Re: ID [redacted] I am the Manager of the European Wax Center in Montclair and I have received a copy of the complaint from [redacted] We do have a corporate policy when a guest no shows times in a month period for their reservation, then they are placed on a wabasis for monthsAs this cost our business money due to taking up reservations where we could have serviced another guestWe ask guests to please call and reschedule or cancel their reservation and feel this is a very reasonable policy as it costs our business money when they do not show or call to let us know [redacted] has been called every time she no showed which was times in a month peiod and was left a detailed voice mail about our policyWe also have a sign posted in our lobby about our no show policyI have listed her notes below from her account that we document each time we call a guest about their no show and always leave a detailed message if we are not able to reach themAs far as her statements that she was banned from using her packages at other centers, she was never told that and her packages are prepaid passes that never expireShe actually came in today 3/23/as a waguest and was serviced and she used her wax passesPage Here are her Account Notes: [redacted] WALK IN BASIS 7/6/[redacted] 2/28/Guest made a reservation online even though she is on the wabasisI left a message to let her know about this and when she called back she was confused as to why she was on walk-inI explained the no show policy to her and gave her the dates that she missedShe continued to tell me that she was never informed of this policy when she started going to another center three years agoI let her know that we always tell our first time guests about the policy, however we are not responsible if another center did not inform herShe was informed about the policy as well on her second no showShe said I was wrong and that the policy is "bad for business" and she is going to go to another centerShe also said that she was going to leave us a "very bad review." KM 1/7/17- left her a voicemail and explained that she was on walk in basis due to her no shows.-JP 01/06/4th no show, lvm- AJ 11/20/3rd n/s lvm explained policy - CG 10/19/2nd no show, rescheduled - AJ 7/16/1st No Show LM TJJ Please let me know if there is anything else I need to doWe try very hard to work with all of our guests but we do have to enforce our no show policyThank youMary ED [redacted] EWC Montclair Manager [redacted]

Complaint: ***
I am rejecting this response because:Hello Mary,First, I would like to point out that it took several weeks for you to respond to my complaints -- and only chose to do so after I came into the businesses to use passes I had previously purchasedI came in because you refused to answer my initial complaintIn fact, it took so long for you to respond that the Revdex.com told me they were going to close my complaint because there was no response on your endSo I find it a bit ironic that you only chose to respond AFTER I came back in to your locationA few points to your response:Your client notes are incorrectI was never informed of this policy until after I was already placed on a Walk In BasisAccording to the EWC website, I was supposed to be informed that I was in danger of violating the walk in policy on my second "no show." This never happenedIf it had, I wouldn't have violated itThe EWC website also states that guests in violation of three or more no shows "MAY" be placed on a wabasis Not that the client "WILL" be placed on a wabasisMeaning that this is not a mandatory policy to enforce, and that you have flexibility there. I was able to book two appointments (one online and one in person) and was called the day before both and told they were being canceled because I was "in violation" of your policyIn fact, I received a reminder call about my appointment, then was called again by a different representative and told the same appointment was being canceledSo clearly there was a record keeping error in my file, so I do not trust that these notes are accurate. 2. The sign in your waiting area was not posted until AFTER I made my complaints on Facebook, Yelp, EWC corporate and to the Revdex.comI came in last week on a Thursday morning, an incredibly slow time (as the wax specialist told me) and at a time I can rarely makeI was only able to come in at this time because I specifically took off work to go away for the weekendI have tried to secure walk in appointments on the weekend or after 7pm before (times I can usually make) and been told you have no availabilityI have several referrals who also use EWC locationsI asked ALL of them whether or not they were aware of this policy, and all of them were shocked that it exists, and that it was enforced without informing me about itTo me, that says that this policy is not as apparent as it should beIt also is buried on the EWC corporate website, deep in FAQsI'm not posting a link to it, so you can see for yourself how difficult it is to findBut, here's the full text: You will receive a courtesy call the 1st time you miss your reservationOn your 2nd missed reservation you'll be notified about our No Show policyGuests with or more no-shows in a 6-month period may be restricted from booking reservations over the phone and be placed as a “walk in only” guest, meaning they need to book their reservation directly at the store when they're ready to be servicedWe'd prefer for all guests to have the opportunity to book over the phone and ask that you call, even at the last minute, to cancel a reservation.I checked with your receptionist at check out and was told I had two wax passes remainingI have issued a similar complaint to your corporate headquarters and also heard nothing, so this entire experience has left a bad taste in my mouth about going to any EWC location in the futureI still ask to be removed from a wabasis or receive a refund for my unused passes. Regards,
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Re: ID [redacted] I am the Manager of the European Wax Center in Montclair and I have received a copy of the complaint from [redacted]. We do have a corporate policy when a guest no shows 3 times in a 6 month period for their reservation, then they are placed on a walk-in basis...

for 6 months. As this cost our business money due to taking up reservations where we could have serviced another guest. We ask guests to please call and reschedule or cancel their reservation and feel this is a very reasonable policy as it costs our business money when they do not show or call to let us know. [redacted] has been called every time she no showed which was 4 times in a 6 month peiod and was left a detailed voice mail about our policy. We also have a sign posted in our lobby about our no show policy. I have listed her notes below from her account that we document each time we call a guest about their no show and always leave a detailed message if we are not able to reach them. As far as her statements that she was banned from using her packages at other centers, she was never told that and her packages are prepaid passes that never expire. She actually came in today 3/23/17 as a walk-in guest and was serviced and she used her wax passes. Page 2 Here are her Account Notes: [redacted]WALK IN BASIS 7/6/17[redacted] 2/28/17 Guest made a reservation online even though she is on the walk-in basis. I left a message to let her know about this and when she called back she was confused as to why she was on walk-in. I explained the no show policy to her and gave her the dates that she missed. She continued to tell me that she was never informed of this policy when she started going to another center three years ago. I let her know that we always tell our first time guests about the policy, however we are not responsible if another center did not inform her. She was informed about the policy as well on her second no show. She said I was wrong and that the policy is "bad for business" and she is going to go to another center. She also said that she was going to leave us a "very bad review." KM 1/7/17- left her a voicemail and explained that she was on walk in basis due to her no shows.-JP 01/06/2017 4th no show, lvm- AJ 11/20/16 3rd n/s lvm explained policy - CG 10/19/2016 2nd no show, rescheduled - AJ 7/16/16 1st No Show LM TJJ Please let me know if there is anything else I need to do. We try very hard to work with all of our guests but we do have to enforce our no show policy. Thank you. Mary E. D[redacted] EWC Montclair Manager [redacted]