Meridian Laboratory Corporation

Hey there, Per out latest interaction with this professional, we were able to reach a final conclusion working with them directly via e-mail: "After speaking to this pro, I can see what was charged was a no-show feeIt appears that upon receiving the text message regarding your appointment at 8:22am, the pro charged a no show fee as you were not present at the appointment at 8:30amDue to the nature of the text message conversation and what was reported to be discussed during the phone call at 8:32am, we will are not at liberty to refund any charges to your cardPer our terms of service, we not at liberty to process a refund without the pro's consent(https://www.styleseat.com/tos-for-clients).Also, as stated by the pro's no-show policy, if you are not present at the start of the appointment, you will be charged 50% of the appointment cost.Best regards," Thank you!

Initial Business Response / [redacted] (1000, 5, 2016/01/07) */ Thanks for reaching out! While we're unable to offer phone support at them moment, we do offer both responsive e-mail and SMS forms of contact, though over the holidays during office closures it may not be as quick as usual This matter has been resolved with the user, as the user incorrectly entered their bank account information, leading to the deposits being rejected by their bank on the day they were to be deposited We had the user update their banking information to the correct information, and then manually re-issued their deposits Thank you!

Hi there, Thanks for reaching out! The professional in question has not appropriately requested removal of their StyleSeat account if they're no longer operating through it, which is why it is still active and why clients of her are being charged through ExpressPay when bookingOn August 10th at 4:pm PST, this professional contacted us about this matter and have instructed them in how to issue a refund to their clientsIf a refund has not been issued yet, at this point your best point of contact would be the professional in question as we are not at liberty to authorize a refund without their consentIf your are unsuccessful in doing so, please feel free to reach out to us at [email protected] as we'd be happy to help mediate and provide as quick a resolution as possible Thank you!

Initial Business Response / [redacted] (1000, 5, 2016/01/26) */ Hey there, thanks for reaching out! We're not seeing any e-mail for you name in our system, but we'd be happy to help (in the future, if you're e-mailing [redacted] @styleseat.com, that'll be responded ASAP) What's happened here is that your professional did not properly check your appointment out, which has led to you having an open and pending balance to be paid as you've been marked as having paid We've cleared that for you so you're good to go, but in the future, you'll want to make sure to let your Pro know to check you out properly in StyleSeat to avoid this from happening again Thank you and have a great day!

Complaint: [redacted] I am rejecting this response because: Your response makes no senseYou didn't even address the issuesYour Customer Success Team finally responded, addressed the issue and took full responsibilitySee below: "Hi [redacted] , Thank you kindly for this follow up! I have been in contact with our payments lead and we have located the issue and are working to get a fix out for this ASAP! In the past, by removing your card, it was set in a state that allowed refunds but did not allow new chargesIn my years here, this has always been the case – a card that has been removed has never once been charged We have recently migrated to a new payment system, and it appears that in the migration to this new system, your past card number was carried over (in error, obviously.) The team is still working to understand how an inactive number was added to the new systemI was personally unaware that this could happen, and have escalated the issue with my own manager as well as the payments team specifically I have also gone ahead and issued a full refund back to your account for this charge and you should see these funds returned to your account within 3-business days Once again, we sincerely apologize for the inconvenience and are diligently looking into this to get this squared away! Thank you! Cheers, Angel Customer Success RepresentativeSincerely, [redacted]

Hi there, Thanks for reaching out! Our payments processor, Stripe, who processes through Wells Fargo, has refused to accept any transactions from this individual due to a pattern of behavior they have deed consistent with fraudulent behaviorWhile we're limited in the insight we're giving from the processor in question, any further questions will need to be continued at [email protected] Thank you!

Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ Hey there, thanks for reaching out! It looks like you've been contacting us at an e-mail address that is not active ( [redacted] )You'll always want to reach out to us via the "Help" button at [redacted] , or at [redacted] for such issues as we're always happy to help as quickly and as best we can :) Nonetheless, we've been able to clear that for you, and you should be good to go now Have a great week!

Hey there,Thanks for reaching out! We can confirm that this refund has been issued (screenshot included); we're sorry you haven't seen it yet, but it may be best to contact your bank to confirm the status of the refund in question as, again, we can confirm it was issued and processed Thank you again, and have a great weekend!

Hi there, Thanks for reaching out! This issue was actually resolved with out team on May 16th, as we received an e-mail from this individual at 7:02AM PST and responded at 9:59AM PST, explaining the the charges this client saw were standard $authorization charges that appear whenever an appointment is booked, a new card is added to their account, and the dany appointmentWe also confirmed a single charge, and have not received a response back Thank you!

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 meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: 1.) NO SERVICE on [redacted] WAS EVER PROVIDEDLet me state CLEARLY: I refused service to the client on the date she left one star If no service was provided then why should I be rated? I have already explained this MANY times, but you still refuse to UNDERSTAND my position on this matter I SHOULD NOT BE RATED ON A SERVICE NEVER PERFORMED 2.) The problem with opting in my clients is that I can do this from my cell phone, BUT NOT ON THE COMPUTER IN OUR SALON This is a problem that needs to be rectified as I am not always the person making my appointments and having to do double duty by canceling and reentering information from my cell phone is very time consuming and counterproductiveYou people have turned our business into a nightmare situation and if I cannot send automated reminders to my clients, then I don't need StyleSeat for much else [redacted] is another option I am looking into and I've already had discussions about both these matters and I'm happy to say they actually can be reached by phone, they are reasonable and actually listen to me, and can provide the same service if not MORE for less money So NO I'm not satisfied with your responses....not one bit.Sincerely, [redacted] ***

Hey there, Our payments processor, Stripe (processed through [redacted] ***), has notified us of the following, pertaining to the consumer in question: "We have seen some fraudulent activity in the past by someone whose details match those given for this accountWe are not able to provide services to merchants whom we have previously shut down for such reasons." For that reason, issued the remaining pending balance to their account, but we are not liberty to issue any further funds to consumers who have been deemed fraudulent for past or current behavior Thank you!

Initial Business Response / [redacted] (1000, 5, 2015/09/22) */ In reviewing this case, out Trust & Safety team deemed this a significant risk for the following reasons: [redacted] The client " [redacted] S" had numerous failed charges, ranging from $450, to $950, to over $1,200, over the course of approximately two weeks [redacted] Inability to confirm the business address listed on the client's StyleSeat page [redacted] Inability to stylist to provide business/cosmetology licensing of the client as confirmation of legitimacy [redacted] Stylist has no other clients [redacted] Stylist has no history of successful payments, only a constantly declined credit card, and for very high unusual amounts [redacted] Stylist's charges are exponentially higher than the average StyleSeat charge [redacted] Stylists was asked to work with " [redacted] S" to produce a valid credit card to generate a valid transactionThat is yet to happen, weeks later Given the frequency of the charges, these charges being consistently declined, the unusual nature of the charges, the lack of any successful payment completions for the life of the account, the lack of any other clientele for this user, and the very large payout requests from a declined card, our Trust & Safety has flagged this account in accordance to our Terms of Service (https://www.styleseat.com/tos-for-professionals), and will not issue a pay-out: "StyleSeat reserves the right, in its sole discretion, to terminate your Account if you violate these Terms of Service or for any reason or no reason at anytimeWe may also suspend your access to the Services and your Account (including the funds in your Account) if you (a)have violated the terms of this Agreement, any other agreement you have with StyleSeat, or StyleSeat's policies, (b) pose an unacceptable creditor fraud risk to us, or (c) provide any false, incomplete, inaccurate, or misleading information or otherwise engage in fraudulent or illegal conduct." Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been an active member of Styleseat for a short timeI was referred to the service by another active userI work from home primarily as a distributer of hair extension and I am capable of installing them as wellFor this there are no credentials requiredI went through the correct procedure to set up my account to the best of my abilityI set up expresspay ( a service that is offered by Styleseat as a proffered method of receiving paymentsMy first client found me on Styleseat, [redacted] ***I specialized in distribution and installment of high grade hair extensionsThis particular client booked an appointment with me on September 9, at 9:15am she left a credit card on file however it was declined, when it was charged directly by StyleseatI reached out to the client to notify her she has made arrangements with me to pay off her balance, it still has not been paid in fullShe later booked an appointment for a family member on Sept 14, at 11:45am, however she never showed up, but her appointment was labeled "cancelled"I contacted Stylseat because I have a strict late cancellation/no show policy I also contacted [redacted] who said she never cancelled the appointment, and that she received an email from Styleset stating that she needs to pay for her servicesI asked her to forward the email to meStyleseat owes me for this appointment for the following reasons: *The client [redacted] Shas only booked appointments, (documents attached) *There is one appointment in question that the client never showed up for, but it's in styleseat system as a cancelled appointment (documents attached) *I have booked five appointments on Styleseat myself to ensure this doesn't happen again (documents attached), *I have a receipt stating that Styleseat collected $from [redacted] Sappointment of Sept 14, 2015(documents attached) *My home address [redacted] Street [redacted] and occasionally I am in Springfield at [redacted] street, there has been no attempt to contact me [redacted] I have clients and I am in the process of trying to get my client to utilize this service [redacted] Hair extension per bundle retail range from XXX-XXX per bundle, my prices are competitive [redacted] I have knowledge of at least stylist in the [redacted] are using this service that has not any credentials, that raises a question of discrimination, Styleseat never stated that an individual has to be licensed, or certified to use their services *If a stylist is booked by a client and that time is designated but the client doesn't show up, and the stylist has a no show policy Stylseat guarantees payment on that appointment to the stylistI have this in writing from a Styleseat rep (document attached) *There hasn't been any recent incidents surrounding this particular client whom I no longer service and is blacklistedHowever Styleseat cannot find a legitimate reason to label 'fraud" on my account *I have taken my own measure and I book for my clients as I always didI have documentation that a payment was collected and it is owed to meStyleseat need to contact and pursue the individual not the stylist or implement a better screening process if there is an issue with payment of any kind for we just provide the service to clientsMy account has not been terminated because I have not committed any acts of fraud *Stylseat made NO ATTEMPTS to contact me regarding this issue (documents attached) *I have reached out to several staff members, I have even left message on the CEO's facebook account *I am requesting that Styleseat pay me the $461.00+ tax that was collected on my behalf according to my no show policy Final Business Response / [redacted] (4000, 22, 2015/10/22) */ In response to this customer's rebuttal, please see the following: Customer L [redacted] claims: "There hasn't been any recent incidents surrounding this particular client whom I no longer service and is blacklistedHowever Styleseat cannot find a legitimate reason to label 'fraud" on my accountMy account has not been terminated because I have not committed any acts of fraud." Our response: The same IP address is associated with both the stylist "L.***" and her client " [redacted] S."This IP address was used to create the profile listed under L.***, as well as the profile listed under " [redacted] S." and both accounts were accessed from that addressThis person is attempting to collect fraudulent moneyThe IP address is also associated with other fraud that we have flagged on our site, and have been trying to monitor since then Customer L [redacted] claims: "I work from home primarily as a distributer of hair extension and I am capable of installing them as wellFor this there are no credentials required." Our response: Her address as listed for the Revdex.com complaint is " [redacted] Street, [redacted] , MA XXXXX." However, on her StyleSeat profile, you can see that she has listed a fake business address which is in "Springfiels, MA"Please see the attached image for her address she has listed on fileObviously she is not sending clients to her house for the services if she is providing an incorrect address onlineIf you look up her address on Google maps, it's also clear that it is not a house and the address # [redacted] does not existThere was never any talk of the address [redacted] Street per her noteOn top of that, her phone number listed for the Revdex.com does not match the phone number she provided on her StyleSeat profileNo proof of ID, location, certification, or business license has been provided to us matching any of these credentials In regards to the terms of service on our mobile application, they are very clearly listed before sign up, both in the old and new version of the app, as well as when signing up from mobile webPlease see the attached screen shots from both iOS and Android devices mobile apps, as well as mobile webCould you possibly share more information about where your colleague did not see the terms of service link before signing up? I would be happy to look into this This client was attempted to be charged several times, but each time her card was declined; there was never a successful charge That, paired with everything or originally laid out in my first response and [redacted] 's folllays out our case for not issuing a payout I've attached a screenshot of all failed charges Please let me know if you need anything additional from our end!

Complaint: [redacted] I am rejecting this response because: The professionals response is not trueSincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/20) */ The original request was received on 11/8/2015, and was responded do the following business day, 11/9/Our team worked directly with this individual to locate her account to properly issue a refundWithout properly locating the account in question, that can (and often will) delay our ability to proper and swiftly issue a refund This was fully resolved a refund issued as of 11:51AM PST on 11/13/ Thank you!

Initial Business Response / [redacted] (1000, 5, 2015/11/10) */ Hey there, Thanks for raising this issue! This issue was due to the Professional you visited not checking your appointment out as cash and, since she's opted into ExpressPay, that will charge your card unless the Pro checks you out as cash when you pay with such We've refunded your card and, in the future, if you ever have any trouble, please reach out to us at [redacted] @styleseat.comWe'd be more than happy to work with you and your Professional (if necessary) for a speedy, satisfactory solution Thank you! Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I agree with the response because I got a full refund along with an explanation as to why my card was charged

Hi there!We have three different e-mails from you, all of which our team has responded to, and all three of which we're still awaiting a response back.As noted in our e-mail exchanges, the individual has two profiles in question, and the profile for which she'd like to receive funds (where the transaction occurred) does *not [redacted] have a bank account associated with it for us to deposit those funds into.We can verify that that is still the caseOnce her profile noted in our e-mail exchanges has had a bank account added to it, we'd be happy to ensure these funds are received ASAP.Thank you!

Hi there, Thanks for reaching out! What's happened here is that professional in question did not properly update their appointment for you to ensure that you were not chargedWe'd be happy to issue a one-time courtesy credit for the appointment in question, though, moving forward, such instances will need to be addressed directly with the professional, per the StyleSeat Terms of Service (): "Each Professional, as a separate entity from StyleSeat, is solely responsible for all customer service issues relating to such Professional’s goods or services, including without limitation, any Styling Services, pricing, order fulfillment, order or appointment cancellation, returns, refunds and adjustments, rebates, functionality and warranty, and feedback concerning experiences with such Professional, any personnel, their policies or processes." Thank you so much!

Hi there! We've worked directly with this client via e-mail, for a situation where their professional did not shfor the scheduled appointment, and also did not properly update their calendar to cancel the appointment, leading to this client being charged as if the appointment had happenedWe were able to explain this, and offered to issue a refund, though, the user in question has filed a dispute with ChaseWe've let them know that, with a dispute filed, we're not able to offer a refund, but, if that dispute was cancelled, we'd be happy to offer that ASAPThey have chosen to let the dispute with Chase stand, instead of the immediate refund from through StyleSeatWe've also passed this professionals information over to our Trust & Safety team for any necessary action Thank you!

Hi ***, we’re sorry to hear about your experience with a disgruntled clientI took a look at your account and I see that the text from the review has been removed, although we are unable to remove the star ratingWe hope this is an acceptable compromise however, if you have further questions or concerns, please email us directly at [email protected] and we would be more than happy to help!In regarding to text message notifications, emails have been provided that explains why we have had to implement these new changesDue to new nationwide Federal Communications Commission (FCC) SMS messaging regulations and restrictions, all recipients need to consent to receiving SMS communicationUnless they opt-in, StyleSeat cannot send SMS communications to your clients, however they still have the ability to receive confirmations and reminders via emailIf you would like detailed instructions on how to ensure you and your clients are receiving SMS communications from StyleSeat, please email us at [email protected]