EWC Waxing 4, LLC

Initial Business Response / [redacted] (1000, 8, 2014/07/21) */ Contact Name and Title: [redacted] CEO Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @waxcenter.com I apologize for the delay in responding to Complaint #XXXXXXXXAll correspondence was directed to the physical location at [redacted] which then had to be forwarded to our Corporate Office resulting in the delay I have detailed information regarding each visit by this guestThis guest gets frequent facial services and microdermabrasion procedures (at a different facility) which results in her skin having heightened sensitivityThis sensitivity is what is causing irritation and slight skin pulling to occur, not in fact burning as she statesShe was repeatedly advised to allow more time between skin care procedures to prevent this It is our company policy to only make two attempts to remove hair from an areaAny remaining hairs are to be tweezedThe client declined any tweezing at her appointments I believe we were more than reasonable in refunding the unused balance of her package Please advise of any additional questions

Initial Business Response / [redacted] (1000, 5, 2015/07/22) */ [redacted] purchased a waxing package, buy and get freeShe has used of the services, and the well disclosed cancellation policy for packages is: Pre-Paid Wax Pass After 30-Day Cancellation Policy Should you decide to cancel your Wax Pass after days, there is a $cancellation feeEuropean Wax Center(r) will charge you full price for the visits you already used and issue a store credit for any remaining balance due Based on the number of services [redacted] received, the calculation of the services used at full price plus the cancellation fee of $25, per the policy, would result in a cost of $470, which is more than she paid for the packageThreefore, no refund is due The Manger, [redacted] , has reached out to [redacted] several times, the last being 7/7, and has tried to appease her, but to no availHer complaint of how her telephone call was handled could not be confirmed one way or another Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] reached out to me exactly one timeI do not disagree with the description of the servicesThe unethical nature of the way they do business is my complaintThey sell a passThey make it impossible to utilize the service Final Consumer Response / [redacted] (4200, 11, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a picture on my phone of my phone call to EWC which I sent to the manager where I was on hold for over minutesYou can have phone numbers but if no one answers, they are uselessTake a look at your yelp reviews, there are several complaints about not being able to reach anyone by phone to book an appointment Final Business Response / [redacted] (4000, 9, 2015/07/23) */ EWC offers an on line reservation capability on the www.waxcenter.com website, we have an app for iPhone for a guest to make a reservation, we have a call center that takes reservations days a week during business hours, there are EWC Centers in the Chicago area that would service [redacted] and honor her package (until it was exhausted)In summary we have multiple ways for [redacted] to make a reservation and obtain a serviceWe are open days a week and have multiple waxers at each location The Center's Manager, [redacted] attempted to reach her multiple times, left voice mails, but no return calls We are a national franchise with over locations, to call EWC unethical is not only but slanderous

Initial Business Response / [redacted] (1000, 5, 2015/07/19) */ Contact Name and Title: [redacted] - Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @waxcenter.com In June of European Wax Center Lincoln Park West serviced [redacted] ***On June 13, our center received an unsatisfied visit form from the guest who had stated that her service was not completed and when she had called and drove back, we were closedThe guest claims we are open until 7pm on Saturday according to our website and we are in fact open until 4pm, which is listed under our center on our company website waxcenter.comAt this time, management ( [redacted] ) reached out to [redacted] and left a message with no return phone callOn June 23, the guest sent in another form stating a manager has still not called her backAt this time, [redacted] called her again on the phone number listed on her unsatisfied visit formAgain, [redacted] was only able to reach her voicemailOn July 1st, the guest sent in another form stating she spoke with management and management said they would call her backShe did not specify who she spoke withAfter reaching out to the guest and leaving multiple messages, [redacted] still never spoke with herShe called her again at that time to find out who she spoke to and how we can resolve the issueAt this time, management has not received any phone call back from *** European Wax Center is dedicated to providing the highest level of service and customer satisfactionWe would happily address ***'s concerns but at this time have not been able to reach her thru multiple attemptsIf you require any additional information please let us know so we can resolve this issue and remain in good standing with the Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The above statement is completely and fabricatedI have NEVER received any returned call or voicemail from [redacted] which is primarily why this complaint through the Revdex.com was initiatedHowever, I did receive a call last week from European Wax Center to remind me of my reoccurring appointmentSo, clearly the company has my correct phone numberIt is evident that the manager [redacted] failed to do her job and is now covering her tracks to avoid any disciplinary action by her employer

Initial Business Response /* (1000, 5, 2015/07/19) */
Contact Name and Title: [redacted] - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@waxcenter.com
In June of 2015 European Wax Center Lincoln Park West serviced [redacted]. On June 13, 2015 our center received an unsatisfied...

visit form from the guest who had stated that her service was not completed and when she had called and drove back, we were closed. The guest claims we are open until 7pm on Saturday according to our website and we are in fact open until 4pm, which is listed under our center on our company website waxcenter.com. At this time, management ([redacted]) reached out to [redacted] and left a message with no return phone call. On June 23, 2015 the guest sent in another form stating a manager has still not called her back. At this time, [redacted] called her again on the phone number listed on her unsatisfied visit form. Again, [redacted] was only able to reach her voicemail. On July 1st, the guest sent in another form stating she spoke with management and management said they would call her back. She did not specify who she spoke with. After reaching out to the guest and leaving multiple messages, [redacted] still never spoke with her. She called her again at that time to find out who she spoke to and how we can resolve the issue. At this time, management has not received any phone call back from [redacted].
European Wax Center is dedicated to providing the highest level of service and customer satisfaction. We would happily address [redacted]'s concerns but at this time have not been able to reach her thru multiple attempts. If you require any additional information please let us know so we can resolve this issue and remain in good standing with the Revdex.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above statement is completely false and fabricated. I have NEVER received any returned call or voicemail from [redacted] which is primarily why this complaint through the Revdex.com was initiated. However, I did receive a call last week from European Wax Center to remind me of my reoccurring appointment. So, clearly the company has my correct phone number. It is evident that the manager [redacted] failed to do her job and is now covering her tracks to avoid any disciplinary action by her employer.

Initial Business Response /* (1000, 5, 2015/07/22) */
[redacted] purchased a waxing package, buy 9 and get 3 free. She has used 10 of the 12 services, and the well disclosed cancellation policy for packages is:
Pre-Paid Wax Pass
After 30-Day Cancellation Policy
Should you decide to cancel your...

Wax Pass after 30 days, there is a $25 cancellation fee. European Wax Center(r) will charge you full price for the visits you already used and issue a store credit for any remaining balance due.
Based on the number of services [redacted] received, the calculation of the 10 services used at full price plus the cancellation fee of $25, per the policy, would result in a cost of $470, which is more than she paid for the package. Threefore, no refund is due.
The Manger, [redacted], has reached out to [redacted] several times, the last being 7/7, and has tried to appease her, but to no avail. Her complaint of how her telephone call was handled could not be confirmed one way or another.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] reached out to me exactly one time. I do not disagree with the description of the services. The unethical nature of the way they do business is my complaint. They sell a pass. They make it impossible to utilize the service.
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a picture on my phone of my phone call to EWC which I sent to the manager where I was on hold for over 30 minutes. You can have 75 phone numbers but if no one answers, they are useless. Take a look at your yelp reviews, there are several complaints about not being able to reach anyone by phone to book an appointment.
Final Business Response /* (4000, 9, 2015/07/23) */
EWC offers an on line reservation capability on the www.waxcenter.com website, we have an app for iPhone for a guest to make a reservation, we have a call center that takes reservations 7 days a week during business hours, there are 14 EWC Centers in the Chicago area that would service [redacted] and honor her package (until it was exhausted). In summary we have multiple ways for [redacted] to make a reservation and obtain a service. We are open 7 days a week and have multiple waxers at each location.
The Center's Manager, [redacted] attempted to reach her multiple times, left voice mails, but no return calls.
We are a national franchise with over 500 locations, to call EWC unethical is not only false but slanderous.

Initial Business Response /* (1000, 5, 2015/07/19) */
Contact Name and Title: [redacted] - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@waxcenter.com
In June of 2015 European Wax Center Lincoln Park West serviced [redacted]. On June 13, 2015 our center received an...

unsatisfied visit form from the guest who had stated that her service was not completed and when she had called and drove back, we were closed. The guest claims we are open until 7pm on Saturday according to our website and we are in fact open until 4pm, which is listed under our center on our company website waxcenter.com. At this time, management ([redacted]) reached out to [redacted] and left a message with no return phone call. On June 23, 2015 the guest sent in another form stating a manager has still not called her back. At this time, [redacted] called her again on the phone number listed on her unsatisfied visit form. Again, [redacted] was only able to reach her voicemail. On July 1st, the guest sent in another form stating she spoke with management and management said they would call her back. She did not specify who she spoke with. After reaching out to the guest and leaving multiple messages, [redacted] still never spoke with her. She called her again at that time to find out who she spoke to and how we can resolve the issue. At this time, management has not received any phone call back from [redacted].
European Wax Center is dedicated to providing the highest level of service and customer satisfaction. We would happily address [redacted]'s concerns but at this time have not been able to reach her thru multiple attempts. If you require any additional information please let us know so we can resolve this issue and remain in good standing with the Revdex.com.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The above statement is completely false and fabricated. I have NEVER received any returned call or voicemail from [redacted] which is primarily why this complaint through the Revdex.com was initiated. However, I did receive a call last week from European Wax Center to remind me of my reoccurring appointment. So, clearly the company has my correct phone number. It is evident that the manager [redacted] failed to do her job and is now covering her tracks to avoid any disciplinary action by her employer.

Initial Business Response /* (1000, 8, 2014/07/21) */
Contact Name and Title:[redacted] CEO
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@waxcenter.com
I apologize for the delay in responding to Complaint #XXXXXXXX. All correspondence was directed to the physical location at...

[redacted] which then had to be forwarded to our Corporate Office resulting in the delay.
I have detailed information regarding each visit by this guest. This guest gets frequent facial services and microdermabrasion procedures (at a different facility) which results in her skin having heightened sensitivity. This sensitivity is what is causing irritation and slight skin pulling to occur, not in fact burning as she states. She was repeatedly advised to allow more time between skin care procedures to prevent this.
It is our company policy to only make two attempts to remove hair from an area. Any remaining hairs are to be tweezed. The client declined any tweezing at her appointments.
I believe we were more than reasonable in refunding the unused balance of her package.
Please advise of any additional questions.

Initial Business Response /* (1000, 5, 2015/07/22) */
[redacted] purchased a waxing package, buy 9 and get 3 free. She has used 10 of the 12 services, and the well disclosed cancellation policy for packages is:
Pre-Paid Wax Pass
After 30-Day Cancellation Policy
Should you decide to cancel...

your Wax Pass after 30 days, there is a $25 cancellation fee. European Wax Center(r) will charge you full price for the visits you already used and issue a store credit for any remaining balance due.
Based on the number of services [redacted] received, the calculation of the 10 services used at full price plus the cancellation fee of $25, per the policy, would result in a cost of $470, which is more than she paid for the package. Threefore, no refund is due.
The Manger, [redacted], has reached out to [redacted] several times, the last being 7/7, and has tried to appease her, but to no avail. Her complaint of how her telephone call was handled could not be confirmed one way or another.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] reached out to me exactly one time. I do not disagree with the description of the services. The unethical nature of the way they do business is my complaint. They sell a pass. They make it impossible to utilize the service.
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a picture on my phone of my phone call to EWC which I sent to the manager where I was on hold for over 30 minutes. You can have 75 phone numbers but if no one answers, they are useless. Take a look at your yelp reviews, there are several complaints about not being able to reach anyone by phone to book an appointment.
Final Business Response /* (4000, 9, 2015/07/23) */
EWC offers an on line reservation capability on the www.waxcenter.com website, we have an app for iPhone for a guest to make a reservation, we have a call center that takes reservations 7 days a week during business hours, there are 14 EWC Centers in the Chicago area that would service [redacted] and honor her package (until it was exhausted). In summary we have multiple ways for [redacted] to make a reservation and obtain a service. We are open 7 days a week and have multiple waxers at each location.
The Center's Manager, [redacted] attempted to reach her multiple times, left voice mails, but no return calls.
We are a national franchise with over 500 locations, to call EWC unethical is not only false but slanderous.