European Wax Center

Review: European wax center in Irvine was providing me the services and a few times I bought their products. I am not happy with the services after my waxer left, although I tried 3 other waxers after her and their products for allergic reaction of my skin. The manager agreed that the waxers didn't provide a good service and understands my skins allergic reaction towards their products. Also last week when I asked to schedule a service for me, their offered time didn't work for me so I asked them to refund my annual pass. Manager and Owner both refused to refund based on the policy which is only for 30 days. The owner suggested me to credit the products (which doesn't work for me), use other centers like Newport beach or which is not convenient for me (I paid and signed up for Irvine store as I live in Irvine) or give as gift to someone else (actually I made a bad decision to buy the annual pass but I don't want anyone tells me what to do with my money). Their service and scheduled time is not satisfactory. So I wanted them to refund me but they refused based on the policy. I have no idea what policy they are talking about as the day I paid for annual pass, I was not aware of policy not verbally not written. No one explained me about policy but they told me how much I would save with annual pass and I though it also had some privileges. Which policy are they talking about, I don't know.Desired Settlement: I wanted my money back which is around almost $1000, I'm not sure but I'm sure I don't want to give away my money.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I signed up for a wax pass with a specific waxer. The next time I went in the waxer was gone and I saw a new person. I called to make a new appointment and the second waxer I had, also quit. At this point I asked for a refund of the pass but was never responded to or called back. I decided to give it another shot and saw a new waxer. I pre- booked an appointment for the week of my wedding ( Monday April 21st). I was called and told on Friday April 18 that the waxer I had an appointment with had also quit( shows how the business is being run) and that I'll need to reschedule. I was not offered an appointment until Wednesday, when I told them that I was leaving town on Tuesday. I asked for a refund and was told I would have to wait for a manager. I received a call and voicemail from Selena while I was at work. I called her back 5 min later but the number provided goes to a call center and you have to wait for a call back. I did not hear back from her that day or the following. I have called a total of 5 times to speak with her and have not had a returned call. I am out of money and a wax before my wedding. The customer service is deplorable and it is ridiculous that you cannot get an answer on the phone and have to wait for a call back ( which is why I am offered credit vs money back now because I was never called back in the first place).Desired Settlement: I would like a refund for the amount of the pass not used $261. In cash not store credit as I will not return to this facility.

Business

Response:

Revdex.com

4747 Viewridge Ave #200

San Diego, CA 92123-1688

RE: lD [redacted] Saint Vincent

Irvine, CA 92618

Dear Revdex.com,

In response to the complaint we wish to respond and clarify. Wax passes (bundled waxing services at

a discounted rate) are purchased for a specific body area (and not specific to the waxer who

will perform the service). All wax passes purchased at European Wax Center may be used by the

purchaser at any location in the country. Additionally, although the guest claims she was never

called back the first time she requested to refund the wax pass, we have documentation

showing that in November 2013 our manager returned her call and explained our 30-day

cancellation/refund policy. This guest's wax pass was purchased in February 2013 and our policy

states that if a guest wishes to refund a wax pass beyond 30 days from the date of purchase, that

the services used will be pro-rated to the regular price, a $25 cancellation fee will be

applied, and the remaining balance will be issued as a store credit This policy is printed on

every receipt, is available on our website, and was explained to the guest in November 2013 and

again in April 2014 when the guest requested to cancel her wax pass.

It is our policy that only managers handle refunds and that we ask for 24-48 hours to return calls,

and all calls are returned.

As to the guest being unable to be waxed on April 21st, her history shows that she did in fact

receive services using her wax pass at a neighboring location (Costa Mesa) and that she again

used her wax pass there on May 20th. Thus, this guest has chosen to continue utilizing her wax pass

and receiving waxing services at a reduced cost in lieu of cancelling and receiving store

credit and so we consider this complaint resolved.

Thank you,

European Wax Center Irvine

Review: I had a Brazilian and underarm wax appointment scheduled with specialist [redacted] on December 18,2014. When she began the appointment, the wax she applied was not hot at all, and continued to apply the wax and rip it off, not removing any hair. Repeating this over and over again is extremely painful. I finally suggested to her that she should make the wax hotter. My skin at this point was so raw and inflamed that it still took some time, and caused severe pain. I have been waxed for many years and never had a situation like this happen. When I went home after a terrifying experience, I noticed bruises along the areas she applied wax that was not hot enough and continually ripped at. I was swollen, inflamed and bruised for another 4 days. I'm not only complaining to make note of the terrible service I received, but also in hopes that this does not happen to anyone else, and to ensure that [redacted] receives the proper training.When I called to speak to the manager [redacted], she was slightly apologetic and assured that I would never be scheduled for an appointment with [redacted] again. But she extended no offer to making me a happy customer again. When I asked to speak to whomever she reports to, [redacted] advised I would get a phone call from her manager to talk about my experience. I am still waiting for that phone call. If I could, I would not continue using European Wax Center based on this experience. However I purchased a package with them that they will not refund.Desired Settlement: $85 for services on December 18, 2014 or $425 for package purchased

Business

Response:

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.