Meridian Laboratory Corporation

Hello,
We are very sorry so hear of this client's negative experience. In such situations it's important to be aware of our Terms of Service (https://styleseat.com/tos), as stylists who use our software aren't actually affiliated or associated with StyleSeat:
"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. In performing customer service, Professionals must present themselves as a separate entity from StyleSeat. As between Professionals and StyleSeat, StyleSeat is solely responsible for customer service issues relating to any Account, payment, Card processing, debiting or crediting."
In such instances, such disputes would be best addressed with the stylist in question.
Thank you!

Hi [redacted] (name on StyleSeat account),
Our records show that your account was under review with our Risk Management team due to the large volume of payments you were processing within the first 7 days of creating your StyleSeat account. Steven, a support agent replied to your email notifying you...

that your account was under review. On[redacted], our fraud specialist cleared your account and our records show that you have received a deposit on[redacted] in the amount of $[redacted].
Please note: Accounts that are under review with our Risk Management team could take up to 2 weeks to be cleared or notified of further action, if applicable.
If you have further questions, please contact [email protected].

Hey there,
Thanks for reaching out! We received an e-mail from this individual on Sunday, June 12th, and issued a refund on Monday, June 13th. Due to the weekend, responses may not be as quick as during normal business hours during a normal business work week. The professional in question failed to...

show up for their appointment and to appropriately update their calendar to ensure that this individual would not be charged, and though our Terms of Service state that the Professional is to issue the refund, we're happy to help get that issued ourselves.
Thank you again, and have a great week!

Complaint: [redacted]I am rejecting this response because: Your response makes no sense. You didn't even address the issues. Your Customer Success Team finally responded, addressed the issue and took full responsibility. See 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 charges. In 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 system. I 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 3-5 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!
This individual contacted us on April 24th, at 6:59PM PST, and we deleted their account and information for them on April 25th at 4:20PM PST.
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 charged. We'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,
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 booking. On August 10th...

at 4:16 pm PST, this professional contacted us about this matter and have instructed them in how to issue a refund to their clients. If 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 consent. If 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!

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 me. Sincerely, [redacted]
 
I have received the refund. Thank you!

Hello,
Thanks for reaching out! We're not seeing any e-mail contact for you in regards to this issue to our support team (in the future, if you reach out to [email protected], you can be guaranteed to receive a response, most likely that same day, even within the hour), but we'd be happy to...

provide any assistance that we can here.
Our records show that this individual's subscription with StyleSeat (not her original account creation date, as we've moved away from being a free platform) began on [redacted] 19th, [redacted], and this included an initial 14-day free trial. With this 14 day free trial, that would place this individual's first charge date as Friday, [redacted] 2nd (with the 2nd of each month being the billing date). Unfortunately, our system was unable to collect payment for this individual on 9/2 or on 10/2, which left a pending balance.
On [redacted] 31st, [redacted], a manual attempt to collect funds was attempted, and this allowed us to complete the declined payment attempts from the month of [redacted] as well as collect the initially declined payment for the month of [redacted]. Finally, the [redacted] 2nd charge was completed successfully on our first attempt.
There's been a total of $[redacted] charged to the client in question (screenshot attached) after signing up for our services on [redacted] 19th, [redacted]. These charges represent their usage of our product for [redacted], [redacted], and [redacted]. This individual cancelled their subscription with us on [redacted] 15th, [redacted], and will not be charged again, though their access to our platform will end on December 2nd, [redacted] unless a subscription is reactivated. With that said, we've issued a refund of $** to the user as a one-time courtesy for any confusion and frustration. That should arrive within the next 5-7 business days.
Thank you, and if you have any other questions please feel free to e-mail [email protected]!

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 me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2016/01/07) */
Hey there,
Thank you for raising this issue here, we'd be happy to help! The only e-mail of record we have from you is from about a month and a half ago over the Thanksgiving Break (when response times may have been longer than usual, due to...

holiday office closures) requesting your card be removed and your account deleted, which we were able to do for you.
In the future, if you'd be so kind as to send a quick e-mail to [redacted]@styleseat.com with the details of your needs (if you feel you were charged by a stylist incorrectly, a hold on your account, etc.), we'd be more happy to provide all the help we can, as we do for all of our users.
You have been issued a refund which you'll see in the next 1-5 business days, and the unpaid balance (due to your card declining on an attempted charge, most likely when you canceled your card) is now cleared as well.
Have a great day!

Hello,
This was resolved directly with the individual in question on ticket #[redacted] in our system. Thank you!

Hi there!
The morning after the client contacted us on April 25th, we followed up with this:
"Hey [redacted]Thank you for reaching out! We are very sorry to hear that you were still charged even though you paid cash, but we'd be more than happy to help as best we can. For clarity reasons, what most...

likely happened is, with your Professional being enrolled in ExpressPay and you having a credit card on file, your Pro may have innocently forgotten to check you out as "CASH" to ensure your card wasn't charged.All transactions are the responsibility of the Professional. If you paid in person and received a charge on your card, the Professional will need to handle your refund since they accepted both charges.Just to confirm, have you had any contact with this Professional in regards to a refund for the charges? They actually have the ability to most quickly issue you a refund directly through your appointment on their schedule, and if you're able to contact them in regards to this, they should be able to issue a refund ASAP!If you've reached out to this Professional and haven't been able to discuss the matter with them, please let us know, as we'll do our best to work with both you and the Professional in question to work out as amicable a solution as possible, as quickly as we possibly can.Thank you again, and we'll be watching for your follow-up!"
Unfortunately, we never heard back after this. With that said, we can confirm that her professional issued the refund she was in need of issuing, and the matter was resolved.
Thank you!

Initial Business Response /* (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.com. We'd be more than happy to work with you and your Professional (if necessary) for a speedy, satisfactory solution.
Thank you!
Initial Consumer Rebuttal /* (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.

Initial Business Response /* (1000, 5, 2015/11/20) */
The original request was received on 11/8/2015, and was responded do the following business day, 11/9/2015. Our team worked directly with this individual to locate her account to properly issue a refund. Without 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 11/13/2015.
Thank you!

Hey there,
Thanks for reaching out! As a one-time courtesy, we've issued a refund for $[redacted] (which should arrive in approximately 5 business days), but please note that in, the future and per our Terms of Service, all refunds and cancellations within 24 hours will need to be handled directly with...

the professional in question:
"Professionals, as a separate entity from StyleSeat, are 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. As between Clients and StyleSeat, StyleSeat is solely responsible for customer service issues relating to any Account, payment, Card processing, debiting or crediting."
Thank you, and have a great week!

Hi there,
Per out most recent interaction with this individual on June 22nd, we are not at liberty to issue a refund on the stylist's behalf:
"Thanks for your patience and cooperation regarding this matter.I'm sorry, but I will not be able to issue a partial refund, as we've received a conflicting...

story from your professional. [redacted] has informed us that no amount should be deducted from your appointment and that your total appointment cost was intended to be $[redacted]. She mentioned that she had a client ahead of you whose appointment ran a little behind schedule, and that you would be accommodated in another way. Also, because you arrived to the appointment unprepared, she still serviced you out of courtesy, but also let you know that no money would be refunded as services were still rendered.Unfortunately, StyleSeat will no longer be able to mediate this issue, as we've received conflicting stories from both parties. If you would like to further dispute this case, please reach out to your pro directly and potentially arrange for a solution that will satisfy both parties. You may contact [redacted] at[redacted] or send her an email at [redacted].Let me know if you have any questions or concerns."
Thank you!

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

Hi there!We did not receive an response from J[redacted] when she initially reached out, but we can confirm that a refund has been issued to her by her professional. This issue was due to a stylist who had not properly updated the appointment on their calendar to ensure the client was not charged.Please...

feel free to respond here or on our original e-mail thread with any other questions.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 me. I will accept the refund amount from StyleSeat as stated in the response since no service was rendered.