Meridian Laboratory Corporation

Hi there!
This issue was resolved on May 10thIf there's any additional assistance needed, please feel free to respond to our original e-mail thread and we'd be happy to help!
Thank you!

Initial Business Response /* (1000, 5, 2015/09/08) */
We left a comment on this individual's original complaint outlining our solution to the complain, and we have been in external contact with this individual about the issue at hand
We've issued a full refund, plus $for this individual's
hassle, and have successfully rectified the situation via a personal phone call and e-mail
Both parties have confirmed a satisfactory solution
Thank you for allowing us to do so!
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Style Seat reached out to me directly and resolved my claim

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hi there! We don't offer phone support, but in the future, if you wouldn't mind contacting us at [email protected], we'd be happy to help get you take care of!
We checked your profile, and we can confirm that payments were issued to you as expected (screenshots attached), and should have
arrived in your account within 1-business days, per our standard deposit schedule
Please feel free to send any other questions to [email protected]
Thank you!

Hey there!
A response was provided on Jul 07:amIf there any further questions, please feel free to respond our e-mail thread for ticket #***
Thank you!

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Hi ***,
If a client wants to dispute a charge on their credit card statement, they call their Financial Institution directlyStyleSeat has no control over credit card disputes made by the client
StyleSeat only provides software for Professionals and Clients to connect
and facilitate the provision of Styling Services, we aren't able to contest the dispute on your behalf
When StyleSeat receives a dispute/chargeback notification from the clients Financial Institution, StyleSeat automatically sends an email to both the client and the professional (you) to understand the nature of the dispute and provide you with an opportunity to present any evidence you may have to challenge it
You then have business days to respond with evidence, however, if no response is received, StyleSeat debits your account as we assume you do not wish to contest the dispute
If you send us evidence, StyleSeat will takes the evidence along with any internal information we can gather from our records and send it to the client's bank for review
TIPS:
- Sometimes it's as simple as, the client did not recognize the transaction
- Contacting them directly can often help resolve the issue quickly
- If the dispute is the result of a misunderstanding, the client can ask their bank to withdraw the dispute
- Even if your client withdraws, it’s still important to provide evidence in the case
Please refer to StyleSeat's Terms of Service;
Terms of Service:
***
Read our blog post on how to deal with chargebacks:
***
Liability for Chargebacks and Fraudulent Actions
The amount of a transaction may be reversed or charged back to your Account (a "Chargeback") if the transaction (a) is disputed, (b) is reversed for any reason by the Network, our processor, or a Client or our financial institution, (c) was not authorized or we have any reason to believe that the transaction was not authorized, (d) is allegedly unlawful, suspicious, or in violation of the terms of these Terms of Service
StyleSeat is not liable for any losses relating to Chargebacks, fraudulent charges, or other actions by any User that are deceptive, fraudulent or otherwise invalid as determined in StyleSeat's sole discretion ("Fraudulent Actions")By using the Services, you hereby release StyleSeat from any liability arising from Fraudulent ActionsYou will also use best efforts to promptly notify StyleSeat of any Fraudulent Actions which may affect the ServicesStyleSeat reserves the right, in its sole discretion, to terminate the account of any User that engages in or enables any other User to engage in, Fraudulent Actions
StyleSeat Collection Rights for Chargebacks
For any transaction that results in a Chargeback, we may withhold the Chargeback amount in a ReserveWe may debit the amount of any Chargeback and any associated Fees, fines, or penalties listed in the Fee Schedule or assessed by the Association or our processor from your Account (including without limitation any Reserve), any proceeds due to you, your bank account, or other
payment instrument registered with usIf you have pending Chargebacks, we may delay payouts from your AccountFurther, if we reasonably believe that a Chargeback is likely with respect to any transaction, we may withhold the amount of the potential Chargeback from payments otherwise due to you under these Terms of Service until such time that: (a) a Chargeback is assessed due to a Client's complaint, in which case we will retain the funds; (b) the period of time under applicable law or regulation by which the Client may dispute that the transaction has expired; or (c) we determine that a Chargeback on the transaction will not occurIf we are unable to recover funds related to a Chargeback for which you are liable, you will pay us the full amount of the Chargeback immediately upon demandYou agree to pay all costs and expenses, including without limitation attorneys' fees and other legal expenses, incurred by or on behalf of us in connection with the collection of all Account deficit balances unpaid by you
Should you have any further questions, please let me know

Complaint: ***I am rejecting this response because: The stylist lied and since shes use there name they should have a better process for disputes....can you ask them have they gotten any other complaints or had to issue refunds due to the stylist?? Sincerely,*** ***

Hey there,Thank you for reaching out; we're very sorry for the error on our communication here! While we did have a free product offering, it was communicated as "forever" in error, and as our business evolves, the requirement for a subscription-based product is needed to continue to provide,
improve, and grow our product offeringOnce again, we are very sorry for the error in communication, and have extended your free trial for days starting on July 29th, as we're not at liberty to offer a full year freeThis should provide time to locate a potential new service as well as extract any needed information.Thank you again, and have a great weekend!

Hi there
This was resolved on Jul 12:pm through our e-mail support systemIf anything additional is needed, please let us know on that e-mail thread
Thank you so much!

Complaint: ***I am rejecting this response because: I provide excellent customer service to my clients and in this situation none of the tips Styleseat keeps advising was a valid responseThe client was aware of her appointmentShe called hours before her appointment to confirmAccused me of theift on a styleseat review, on social media, and made threatening messages all because I followed my companies policyI sent more than adaquate evidence of the client admitting she made the appointment and doesn’t show up and she was aware of my policyStyleseat continues to send template responses when this scenario isn’t typical nor does it fall in line with your templateI pay a fee to use a service monthly that allows me to use software and to be scammed because that is exactly what she didThere is no way I can understand or stand behind a company who is ok with their clientele being taken advantage of and taking lossesArtist would do better to represent themselvesThey have more policies in place to get their money from Artist than to ensure clients are lying about “fraud” as this client did and preforming chargebacksI refuse to pay for something I know to be lawfully correct in the procedure as it was performed on my endTheir team needs to re-review the information provided and resolve itWhen asked why she was disputing the charge all she wrote was “fraudulent”Fraud is and I quote wrongful or criminal deception intended to result in financial or personal gainNothing about this situation was deceptive she booked her own appointment, called to confirm ( provided call records from *** to Styleseat, she did not show up at 6pm-6:306:45pm her appointment was charged as a no show, she admitted to not coming and became belligerent and violent as she committed fraud performing a chargeback with knowledge of my policyAt this point I am looking to getting an attorney because the situation is beyond unjust and Styleseat won’t do anything but deflect blame. Sincerely,*** ***

Final Consumer Response /* (2000, 5, 2015/06/11) */
I finally heard from the company and the complaint is resolved
***

Initial Business Response /* (1000, 9, 2015/08/18) */
This client, *** *** (who has her name listed as *** *** in our system) was actually refunded successfully on 7/13/at the request of the stylist she went to seeThis matter was handled within hours of receiving the original email
from the professional on 7/10/and the refund was fully processed to her account on 7/13/See attached image of the refund through our banking system
*** ***
Customer Success Manager

Initial Business Response /* (1000, 5, 2015/10/02) */
In this particular situation, the professional that this customer was serviced with through our software had a schedule that had not been properly updated, causing an erroneous and unexpected charge to ***'s account
We've worked with
*** and the professional on how to avoid such instances, and have resolved this matter by refunding the customer, plus $for the overdraft fee charge
Thank you for the opportunity to correct this!
Initial Consumer Rebuttal /* (2000, 7, 2015/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hi ***, our notes show that a refund was issued and you were not charged the $**Sometimes when a refund is issued very close to the original charge, banks will process this as a "void." In this case, you may not see a deduction and then a return of $**, the charge may simply "drop off" of
your bank statement.We recommend reaching out to your card issuer to better understand how they process voided transactions and display this information on your statementThis should all have happened in *** ***, so please confirm with them that it didIf you have any further questions, we are happy to discussSimply contact us at [email protected] you

Hi there,
Thanks for reaching out! This appears to be a processing error on your stylist's end, and we can confirm that a $** refund was issued to your card, leaving the $** amount remaining
Thank you, and have a great weekend!

Hello,
The individual in question has had a total of $*** come back to our organization as a chargeback, which is why her account was suspendedThere is currently a deposit of $*** queued up to be issued today, which should arrive in the next 2-business days
Thank you!

Initial Business Response /* (4000, 8, 2015/10/14) */
Thank you for reaching out, we'd be happy to help provide assistance and clarity here!
In this case, your professional contacted us requesting a refund for you, minus a $no-show fee for her personal policy, which is why you saw a $
refundWe can also see two e-mail responses from our team to you on 10/and 10/5; perhaps they went to your spam folder?
To ensure this is fully resolved, we've issued you an additional $refund as a one-time courtesy (and have removed your card from our files), but please be aware that, moving forward, such refunds will need to be addressed directly with your professional/stylist, per the StyleSeat Terms of Service (https://www.styleseat.com/tos-for-professionals):
Customer Care
Professionals are solely responsible for all customer service issues relating to such Professional's goods or services, including pricing, order fulfillment, order cancellation by you or a Client, returns, refunds and adjustments, rebates, functionality and warranty, technical support, and feedback concerning experiences with your personnel, policies or processesIn performing customer service, Professionals must present themselves as a separate entity from StyleSeatAs between Professionals and StyleSeat, StyleSeat is solely responsible for customer service issues relating to any Account, payment, Card processing, debiting or crediting
Refunds and Returns
By accepting payment Card transactions with StyleSeat, you agree to process returns of, and provide refunds and adjustments for, your goods or services through your Account in accordance with these Terms of Service and Network RulesNetwork Rules require that you will (a) maintain a fair return, cancellation or adjustment policy; (b) disclose your return or cancellation policy to Clients at the time of purchase, (c) not give cash refunds to a Client in connection with a Card sale, unless required by law, and (d) not accept cash or any other item of value for preparing a Card sale refund
Initial Consumer Rebuttal /* (2000, 10, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/02) */
In this particular instance, the stylist's schedule was not properly updated, leading to the customer being charged on her charged, while actually paying cashWe've worked with the Professional and customer in question to resolve this issue,
and the customer has been properly refunded
Thank you!

Hello there!
This was resolved on ticket #*** on July 18th with the following correspondence from our team:
"First and foremost, thank you so much for your patience in a follover the weekendWith limited weekend resources and a higher than usual volume, our response times were pushed out a
bit more than and we sincerely appreciate your hanging in there!We’d also like to sincerely apologize for the issue you’re seeing with charges for a single appointmentWe’ve synced with our product and engineering teams to confirm the issue, and what we found was that a specific bank processor which handles your card’s transactions was timing out in our attempts to authorize your cardIn doing so, that caused an error exception on our end that wasn’t properly handled within our code, leading to multiple authorization charges in the amount of the appointment in questionWe can confirm that this has been corrected by the payment processor, and I can also confirm that we are also pushing a code fix as we speak to ensure that our handling of such timeout errors in the future does not lead to multiple authorization charges from our systemYou should not be seeing this issue again.Further, these charges should automatically void themselves from your card within the next 1-business days, if they have not alreadyAnd, as a small token of our appreciation for your patience and understanding, we’ve issued a $credit to your account which should arrive in the next 1-business days, depending on how your bank handles such transactions.Once again, we do sincerely apologize for the inconvenience and frustration, and if we can help in any other way or answer any other questions, please let us know as we’d be happy to help in any way that we can."
Thank you!