European Wax Center

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.I have also received the reimbursement requestedHappy holidaysYour assistance is highly appreciated
Sincerely,
*** ***
?

I am rejecting this response because: the charge is supposed to be expunged and not on his record anymore this isn't accurate it has been six years and dismissed.

Hello, We received a complaint from a customer that is inaccurate. The customer information: [redacted]Brookline MA 02446Sent a complaint that she paid for wax passes and did not receive them.The guest purchased the wax pass on 10/3/2016. She had 4 installments...

in payment. The invoice for 10/3/2016 was never paid for. The guest continued to receive services at a discounted price without paying for the invoice. On 6/24/17, the center manager called [redacted] and left a detailed message about which payment did not go through. Unfortunately, the receptionists do not have this viewing ability, so although the customer claims she came into the store to resolve the payment, she never returned the call from the manager. The manager continued to call the customer for the next 30 days, and the customer ignored all calls requesting she pay her outstanding balance. she continued to get services at a discounted price without paying for them. After 30 days of unanswered phone messages from the manager, the manager cancelled the wax pass, and any payments made were used toward the cancellation policy and the difference in discounted services that she had previously used. Attached is evidence in our system. The customer did not accept that she had not paid her outstanding invoice since 2016 and continued to get services at a discount without paying for them. [redacted] was at our location on 8/28/17 and she was informed that her pass was cancelled due to non payment. She walked out of our facility without paying for her service that she received. She currently owes our center $50.00. We would like to be compensated for the service she received that day. If you have any questions, please feel free to contact me. Best, [redacted] Center manager, European Wax Center

Guest was contacted and full refund was issued.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by European Wax Center regarding complaint ID...

[redacted].
Regards,
[redacted]

As of 10/16/14 the guest's packages have been taken care of by European Wax Center-Bayonne. [redacted] was satisfied with the outcome and is now a recurring guest of ours once again. Management and [redacted] came to a mutual agreement regarding her refund.

Hello, Thank you for reaching out and appreciate feedback. We are sorry with your unsatisfactory service in January. Unfortunately, we are unable to switch rooms during a shift as the prep time is 30 minutes. Just recently a gift card was sent out in the mail for $50 to use at any Wax Center you...

choose which would cover all costs your incurred during your 2 visits on top of the highly discounted services already received. Enjoy the gift card and we hope that another Wax Center will meet your needs and expectations.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] On Sunday, January 15, 2017 2:18 PM, [redacted] wrote:Hello [redacted], Thank you for contacting us. Select centers offer male bikini services, which further up the leg service would be considered as a part of the bikini service. To confirm the status of your reservation, at this time, its best that you contact the center directly to receive more information and quicker assistance. Thank you for being a value guest and please let me know if I can further help.  Kind regards, MARNELLE J[redacted]   GUEST RELATIONS SUPPORT  EWC FRANCHISE, LLC.[redacted] For fab updates, tips and dealslike us on FACEBOOK and follow us on TWITTER!         ---------- Original Message ----------From: European Wax Center <n[redacted]To: "[redacted]Cc: Date: Thu, 12 Jan 2017 23:41:36 +0000Subject: A New Contact Us Form Has Been SubmittedA new Contact Us form has been submitted.First Name: [redacted]Last Name: [redacted]Email: [redacted]Phone: [redacted]Message: I had kelly wax my lower legs once and I came back the second time for the upper legs she has a great personally and she is great at what she does but she told me the reason why she didnt wax the upper legs all the way near the testicles is because they cant it would be nice if the european wax center can wax all the way near the testicles

Traci must be very upset that I brought this here to Revdex.com. This has been the ONLY way that I've been able to hear from her about this refund. Indeed, she immediately contacted me by email to resolve this issue and to "finally" refund me money. Chance, who've I've spoken to on several occasions, had called me a couple of days later to get my information. He, was also nice (this time).But for Traci to come on here and lie on me and CONDUCT & CHARACTER is showing how unprofessional you are!!! Again, bad business!!! Check your cameras!!! That can NEVER be me. As I stated before, I was trying to get my money together to come back for another visit and that was the reason for the time lasp. The other part, was trying to reach Management. Im sorry that you were told about my calling "once". But, I  have my verification of many times on my end for you.I would like to add that I've stated that on my many calls that it did NOT have to come here. But, I guess it did, because coming to Revdex.com was how I was able to get in touch to with you. *Please just keep it PROFESSIONAL; you're a business and you DID respond quickly to resolve the problem.* But, to respond back with LIES!!! Wow!!! That's a crime within itself.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
The manager claims that she has left me a message for 30 days. That is simply not true. In the past 6 months I have received about 3 voicemail and every time I checked into their store to resolve the issue and every time I was told that there are no issues with my account the call has been a mistake. As I said in my original complaint, the store operators could not see the problem with the wax pass in question because there were 2 passes that I had purchased, and every time I asked them they would only see the most recent pass which was fully paid. this is what [redacted], the store manager, told me. Also, as you can see from the situation, I have purchased two passes and all the installments have gone through except one. That means I had all the intentions to pay for this and this has been a  glitch into the system with me having no control over it. and every time I tried to resolve the issue in person, the store told me there are no issues. At this point I just want to make the payment and get the pass revived. 
Regards,
[redacted]

[A default letter is provided here which indicates...

your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

This is the only written response I have had from European Wax Center in regards to my complaints.  On Wednesday, November 4, 2015 10:25 AM, Jessica M[redacted] wrote:Hi [redacted], Thank you for contacting us. I apologize for any unpleasant experiences you’ve...

had with European Wax Center – Columbus Bethel, OH. I do want to make sure your concerns are addressed and will follow up with management of this location to ensure you are contacted. Thank you for your patience, [redacted].

After a few recent visits to your location (yes it took me going back to the store a couple times) there has been no help in returning a product I am unhappy with.
After receiving my wax I felt extreme pressure to either purchase a series of waxes or a product. (If you've been there you know they are relentless.) I purchased a product that I could try.
There is no trying here...
After 10 years of working in the beauty industry, their return policy is the most rediculous thing I've ever heard. 'To be eligible for return, each product must be in new, unused condition with an unbroken seal and unopened packaging. '
There is no option for returning or exchanging for anything else. You are STUCK with a product you DO NOT WANT.
It does not state this on the receipt, I found this out on my second visit to the store.
It's completely unfair to not give your clients the opportunity to return a product they do not like. According to the manager it's because it can't be put back on the shelf. A RETURNED PRODUCT, EVEN UNUSED, SHOULD NEVER BE PUT BACK ON THE SHELF!! That is just wrong. Everything gets sent back to headquarters.
And after contacting headquarters, they restated their return policy and proceeded to tell me to used the product. THE product I do not wish to use. I am very frustrated with this company and feel as though their return policy along with horrible customer service will destroy this company. I will not be returning and will advise all to not make any appointments or purchases through them.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by European Wax Center regarding...

complaint ID [redacted].
Regards,
[redacted]

Initial Business Response /* (1000, 4, 2015/05/26) */
This guest has been to my center 9 times for the same service. The issue happened on the 7th service (XX-XX-XX). My waxer said this service was no different than any other service. The guest didn't complain to the front desk after the service....

She came in 3 weeks later 12-14-14, and told the front desk she was not happy with her last service. She pointed to her lip and my manager said she didn't really see anything. My manager apologized and gave her a credit on her account. She has been in twice after for the same service. At no time did anyone on the staff tell her EWC caused the issue.

I reached out to The guest on 05-01 asking for a determination from her dermatologist and provide receipts with costs associated to her lip. She had not been to the doctor or dermatologist, she was going off the estheticians advice that was performing her facials. Said she couldn't provide a doctors note saying her issue was due to the wax, no receipts for any expenses related to her lip issue. She told me she wants to go to a medispa. I told her I wasn't familiar with a medispa and asked her to tell me how they are different from the services she was receiving from her facials. If she had not seen a doctor how does she know this is the correct course of treatment?
At this point I don't know what else to do. Whatever her issue is it was not caused by our wax service. She didn't complain at the time of service, she has come back twice since without complaint, she has not seen a medical professional about her issue. If you need anything else (email chains or written statements from employees).
As far as multiple complaints - we own two centers and this is our first complaint with the Revdex.com in the 5 years we have been open.
Initial Consumer Rebuttal /* (3000, 6, 2015/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The employees are lying to cover for him - the woman (I can't remember her name but it's something like Kerana/Kayana) acknowledged immediately upon doing it she had gone way too far and that I had specifically asked her not to do it- I knew she had a tendency to go beyond the upper lip line before and specifically asked her NOT to do that but she did it anyway, and this time, way beyond.
When I went in December she was there and the manager, [redacted] was there and they BOTH completely acknowledged seeing the red bumpiness and understanding it came from the wax on sensitive skin.
When I went back in January with a different operator requested because I bought a package and they won't refund it at the discount, but instead only refund at full price. I'd take that but this lack of taking responsibility is at issue. They run a wax place. Some people have sensitive skin. Are their operators trained and licensed? Do they have plans in effect to deal with mistakes?
Doctors are not in the business of supporting legal issues plus asking one to verify 3 months after injury seems a waste of money and time - what is a dermatologist going to do? I don't have the extra time and money to satisfy [redacted] "bring me the witch's broom" requirement. Meet me - see for yourself I ask, but no. Also, under insurance, all cosmetic dermatology is out-of-pocket, and I'm not in a position currently to spend that + spend all the time running around.
Last but not least: I did not complain at the time of service because I am a reasonable person and thought the irritation would recede. When it has not I became concerned - I have plenty of other things to do with my time, and am not making this up!
While the area is lighter and less bumpy six months out, it's still there.
I feel the owner is covering up for poor customer service response - if he really had a finger on the pulse of his business he would call and arrange to meet me to discuss this. He is taking NO responsibility for his business but wants to rake in the profits, and shamefully gets his employess to lie.
I HAVE spent money on several expensive skin care products from [redacted] and [redacted] to lessen the damage and will now seek help from a medispa. Is he going to pay for that? Again, if he made any attempt to truly resolve this I'd be happy to collect all the receipts and give them to him but he has not.
Final Business Response /* (4000, 16, 2015/06/18) */
My stance has not changed. I will be happy to have a conversation with Mrs. [redacted] once she has seen a medial doctor and received a diagnosis.
Final Consumer Response /* (4200, 18, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have explained and stand by my point: I patiently waited months for the bumpy redness to subside. I had facials and applied gentle products and still the scar remains to this day.
What doctor ([redacted] it's spelled M-E-D-I-C-A-L, not M-E-D-I-A-L) will be able to tell beyond the diagnosis of irritation dermatitis the cause so many months out, what will your responsibility be towards time and payment of the doctor regardless of what he/she says with zero indication of taking responsibility from your end to date. IMHO you are a dishonest broker of your business based on your lack of action. Your people naturally are covering up for you - they want to keep their jobs, but they DID acknowledge the source of the scarring - the technician at the moment she did it and subsequently both she, the manager, and the next technician.
I also want to point out, again, that when I went to your business multiple times not once did anyone mention anything about a complaint form - you made that up. I point this out as an example of your dishonesty, instead of being straightforward and taking care of the problem with open dialogue via phone or meeting in person. We could meet now and you'd still see the scars. And once more, my (now) refrain: why am I paying for someone else's mistake with a disfigured face?

I personally spoke with [redacted] I apologized for any discomfort that may have been caused during her visit with us in December. I also notified [redacted] that we would refund her visit from December as well as...

informing her that she is in no way locked into the package that she purchased with us. [redacted] did return to our facility in January and had a much better experience. Our wax specialist [redacted] has since been retrained on her waxing techniques to make sure that she is up to par with all EWC standards.

Please be advised that [redacted] came to our center on 12/23/16 for a full face. Our waxer preformed a test strip and noted that his skin was red. She went and got the Manager Nicole and the wax trainer/asst manager to take a look at his face. He claimed he was not taking anything that would...

cause such a reaction. We explained we could not continue with the service. He then booked on line for a full leg and Nicole called him and went over the booking where he admitted taking several medications which can affect waxing. Nicole questioned him about his face and hue replied that his face was fine with no reaction. Nicole told him to come for the leg and we will do a test strip and if there was any reaction we could not continue. He came in on 1/7 and had a lower leg waxing. He came back on 1/12 for the upper leg. Kelly waxed the upper leg but nothing under the shorts as is our protocol. Prior to him ever coming to EWC,he called multiple times inquiring if we did male bikini. Each employee gave him our standard response, we do not touch under the men's shorts. We were very clear about the service he was receiving. Therefore no refund will be issued as we preformed the service as represented. We deny his allegations. Please see attached complaints.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I just had a terrible allergic reaction to a product. Now I can't return it due to their return policy that was never explained to me at time of purchase. Other businesses advise customers when sales are final. Now I have a product that I cannot use and that none of my friends want when they see how I broke out. I'm very disappointed.

After a few recent visits to your location (yes it took me going back to the store a couple times) there has been no help in returning a product I am unhappy with.

After receiving my wax I felt extreme pressure to either purchase a series of waxes or a product. (If you've been there you know they are relentless.) I purchased a product that I could try.

There is no trying here...

After 10 years of working in the beauty industry, their return policy is the most rediculous thing I've ever heard. 'To be eligible for return, each product must be in new, unused condition with an unbroken seal and unopened packaging. '

There is no option for returning or exchanging for anything else. You are STUCK with a product you DO NOT WANT.

It does not state this on the receipt, I found this out on my second visit to the store.

It's completely unfair to not give your clients the opportunity to return a product they do not like. According to the manager it's because it can't be put back on the shelf. A RETURNED PRODUCT, EVEN UNUSED, SHOULD NEVER BE PUT BACK ON THE SHELF!! That is just wrong. Everything gets sent back to headquarters.

And after contacting headquarters, they restated their return policy and proceeded to tell me to used the product. THE product I do not wish to use. I am very frustrated with this company and feel as though their return policy along with horrible customer service will destroy this company. I will not be returning and will advise all to not make any appointments or purchases through them.