Initial Business Response /* (1000, 8, 2015/08/19) */
This was a new client to our salon and the alleged incident happened after our normal business hours and we were made aware with a phone message heard by the front desk the following morning. While front desk staff was in the process of alerting...
myself and the aesthetician who performed the service, this client came into the salon and both the front desk personnel and the client checked the room and were unable to locate the necklace. The client left with the understanding that the aesthetician had been contacted and would be in touch.
When the aesthetician learned of the lost necklace, she came into the salon on her day off and completely searched her room, all laundry and bedding associated with that client's service, the building and the property throughout the parking lot where she knew the client had parked that evening. Unfortunately, it was no where to be found and the client was contacted via voice message.
Immediately after, the client called and berated our front desk staff making threats and demanding money for the replacement of her necklace. While the aesthetician was still there searching, two Sparks Police Officers walked into the salon stating that someone had come down and filed a police report alleging grand larceny/stolen property and they had the aesthetician sign a statement. They stated that they have no evidence and this was as much as they were able to do and would not be pursuing the case any further. During this time, I was also alerted via email of this Revdex.com complaint.
I spoke with the aesthetician personally at this point and she stated that the client lied down without removing her jewelry before her service so the aesthetician removed her necklace for her and laid it on top of her things sitting close by. She said after the service, she left the room so the client may get dressed and it was never mentioned when she appeared out of the room.
That night is a scheduled cleaning night with a company we contract our cleaning to. I contacted them to see if they had seen any necklace in the vicinity and they informed me that they had not. They did inform me however that there were still other salon technicians with clients in the building when they were there to clean but that the secluded spa area was closed for the evening when they arrived.
As a police & military family, my husband and I take honesty and integrity very seriously. We would never do business with anyone whom we had any indication would be dishonest or above all else, commit criminal behavior. I have worked with the aesthetician who performed the client's services for many years and have never had any issues or even a service complaint about her. She is a very honest and trustworthy technician to the extent that she is given a key and alarm code to our privately owned building for use after hours when the front desk/salon is closed.
We feel terrible about the situation and although we were unable to locate the client's property, we feel that we attempted in every way to help this client. It is unknown if the jewelry fell into her bag, shoes, or dropped in the parking lot where anyone may have picked it up. She did not remember to ask about her necklace before leaving that night so I am unable to assume that it was our aesthetician who is responsible.
We did attempt to contact this client numerous times and she has yet to respond to our messages. I am assuming by now she may have found her necklace or does not want to speak with us at this time.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your employee never left the room during my services. She never mentioned where she put my necklace when she took it off me. I did not find it and I find it insulting that you feel that I am at fault. She insisted on taking it off my neck while laying face down. I never made threats, I simply stated the fact that I will press charges should my belonging not surface and she is 100% at fault, I didn't remove it, she insisted. No one EVER called me. That is totally I corrected. The caught thing would have been for her to call me and explain the situation, not put it on the receptionist and also not have me have to call co stay my just to get any response. The right thing is for you to replace my necklace. I have never in my life experienced anything of the sort and your tone is uncalled for and is trying to put the blame on me. If you really want to resolve this issue, I would recommend a phone call to me and at least some sort of negotiation for what was taken from me.
Final Business Response /* (4000, 12, 2015/08/22) */
I am unable to understand part of the Complainant's response due to some of the verbiage and subsequent typos though I will try to illustrate further the facts in this situation.
I can appreciate and certainly understand the frustration and disappointment that the Complainant feels. My previous response was simply to state the facts and was not intended to carry any "tone". It is not my position to assign fault to either party but to simply point out that there is a reasonable amount of possibility that the necklace may have fell from the complainant's possession where anyone may have obtained it.
There are many instances where it is necessary to remove jewelry when receiving services from an aesthetician. This aesthetician was protecting the consumer's jewelry from product and any damage to the piece itself. This is a reasonable and appropriate action taken within the scope of her field when a client has not removed the jewelry prior to a particular service.
If the Complainant had asked about her necklace prior to leaving the premises and it was not located, I would absolutely hold the aesthetician accountable though that is not the case here and at this point, there is too much room for doubt and uncertainty as to where the necklace may be and who may be responsible.
Regarding the Complainant's request for a phone call and negotiation, I have various witnesses who were present during the threatening phone calls and accusations being made by the Complainant. Still, there were many attempts to contact the Complainant and every attempt went unanswered but was immediately followed by police reports, statements and Revdex.com complaints. I feel more comfortable at this point communicating in this capacity, especially since the police have been involved, a Revdex.com complaint has been filed and there definitely were threats being made regarding attorneys. I would like any and all further correspondence with the Complainant to be in writing to further protect the integrity of myself and the aesthetician.
Initial Business Response /* (1000, 8, 2015/08/19) */
This was a new client to our salon and the alleged incident happened after our normal business hours and we were made aware with a phone message heard by the front desk the following morning. While front desk staff was in the process of alerting...
myself and the aesthetician who performed the service, this client came into the salon and both the front desk personnel and the client checked the room and were unable to locate the necklace. The client left with the understanding that the aesthetician had been contacted and would be in touch.
When the aesthetician learned of the lost necklace, she came into the salon on her day off and completely searched her room, all laundry and bedding associated with that client's service, the building and the property throughout the parking lot where she knew the client had parked that evening. Unfortunately, it was no where to be found and the client was contacted via voice message.
Immediately after, the client called and berated our front desk staff making threats and demanding money for the replacement of her necklace. While the aesthetician was still there searching, two Sparks Police Officers walked into the salon stating that someone had come down and filed a police report alleging grand larceny/stolen property and they had the aesthetician sign a statement. They stated that they have no evidence and this was as much as they were able to do and would not be pursuing the case any further. During this time, I was also alerted via email of this Revdex.com complaint.
I spoke with the aesthetician personally at this point and she stated that the client lied down without removing her jewelry before her service so the aesthetician removed her necklace for her and laid it on top of her things sitting close by. She said after the service, she left the room so the client may get dressed and it was never mentioned when she appeared out of the room.
That night is a scheduled cleaning night with a company we contract our cleaning to. I contacted them to see if they had seen any necklace in the vicinity and they informed me that they had not. They did inform me however that there were still other salon technicians with clients in the building when they were there to clean but that the secluded spa area was closed for the evening when they arrived.
As a police & military family, my husband and I take honesty and integrity very seriously. We would never do business with anyone whom we had any indication would be dishonest or above all else, commit criminal behavior. I have worked with the aesthetician who performed the client's services for many years and have never had any issues or even a service complaint about her. She is a very honest and trustworthy technician to the extent that she is given a key and alarm code to our privately owned building for use after hours when the front desk/salon is closed.
We feel terrible about the situation and although we were unable to locate the client's property, we feel that we attempted in every way to help this client. It is unknown if the jewelry fell into her bag, shoes, or dropped in the parking lot where anyone may have picked it up. She did not remember to ask about her necklace before leaving that night so I am unable to assume that it was our aesthetician who is responsible.
We did attempt to contact this client numerous times and she has yet to respond to our messages. I am assuming by now she may have found her necklace or does not want to speak with us at this time.
Initial Consumer Rebuttal /* (3000, 10, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your employee never left the room during my services. She never mentioned where she put my necklace when she took it off me. I did not find it and I find it insulting that you feel that I am at fault. She insisted on taking it off my neck while laying face down. I never made threats, I simply stated the fact that I will press charges should my belonging not surface and she is 100% at fault, I didn't remove it, she insisted. No one EVER called me. That is totally I corrected. The caught thing would have been for her to call me and explain the situation, not put it on the receptionist and also not have me have to call co stay my just to get any response. The right thing is for you to replace my necklace. I have never in my life experienced anything of the sort and your tone is uncalled for and is trying to put the blame on me. If you really want to resolve this issue, I would recommend a phone call to me and at least some sort of negotiation for what was taken from me.
Final Business Response /* (4000, 12, 2015/08/22) */
I am unable to understand part of the Complainant's response due to some of the verbiage and subsequent typos though I will try to illustrate further the facts in this situation.
I can appreciate and certainly understand the frustration and disappointment that the Complainant feels. My previous response was simply to state the facts and was not intended to carry any "tone". It is not my position to assign fault to either party but to simply point out that there is a reasonable amount of possibility that the necklace may have fell from the complainant's possession where anyone may have obtained it.
There are many instances where it is necessary to remove jewelry when receiving services from an aesthetician. This aesthetician was protecting the consumer's jewelry from product and any damage to the piece itself. This is a reasonable and appropriate action taken within the scope of her field when a client has not removed the jewelry prior to a particular service.
If the Complainant had asked about her necklace prior to leaving the premises and it was not located, I would absolutely hold the aesthetician accountable though that is not the case here and at this point, there is too much room for doubt and uncertainty as to where the necklace may be and who may be responsible.
Regarding the Complainant's request for a phone call and negotiation, I have various witnesses who were present during the threatening phone calls and accusations being made by the Complainant. Still, there were many attempts to contact the Complainant and every attempt went unanswered but was immediately followed by police reports, statements and Revdex.com complaints. I feel more comfortable at this point communicating in this capacity, especially since the police have been involved, a Revdex.com complaint has been filed and there definitely were threats being made regarding attorneys. I would like any and all further correspondence with the Complainant to be in writing to further protect the integrity of myself and the aesthetician.