Meridian Laboratory Corporation

Initial Business Response /* (1000, 8, 2015/09/14) */
Thank you for leaving your thoughts, and we do regret hearing that you had a less-than-desirable interaction with the barber in question. For issues such as these, they are to be managed between the client and the professional in question, as...

the professional is not an entity associated with the StyleSeat organization and we have no influence over their pricing practices. Here's a snippet from our StyleSeat Terms of Use (which you can view here: https://www.styleseat.com/tos-for-professionals) that gives insight into client/professional instances such as these:
"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 processes. In performing customer service, Professionals must present themselves as a separate entity from StyleSeat."
Our best suggestion for an amicable resolution would be to discuss this with the professional in question, and if you happen to have any questions for our team, please don't hesitate to reach out at [redacted]@styleseat.com as we'd be more than happy to provide any insight that we can.

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, the amount looks incorrect if you apply 2.75% to the entire deposit, but this is not how our calculation works. We calculate the fee (.0275) based on each appointment total (per transaction), then we round up. If you perform all of the equations like this, you will see that your deposits are all...

correct. For example, for an appointment that cost $[redacted], we multiply .[redacted]) = $[redacted], which would become $[redacted] - we then deduct this fee from the amount ($[redacted]). If you have further questions or would like more details regarding your specific transactions, please email us at [email protected].

Complaint: [redacted]I am rejecting this response because:  I contacted Stripe and they were not aware and could not provide any information.  The issue for me is that if there is something fraudulent going on then why is no one making an attempt to verify my identity in order for me to continue using the service and being able to take payment from my clients.  I believe the issue is actually due to my styleseat premium account not being paid, which was due to the credit card I had on file being expired.  By the time I realized this information wasn't updated I emailed styleseat.com and updated payment information in the system.  My issue is that they have made no efforts to retain my business and prove my identity to offset whatever this fraud issue is.  If it is merely that my payment was declined due to an expired card then that is not fraud,  I should merely be able to update the information and they receive their payment and we all continue business as normal.  If it is not due to that, then I still would like more information to protect my identity.  I work hard and have not had a problem thus far.  All of my marketing materials have that people can book my services on this site.  I provide makeup artistry services and if I were a fraud don't you think the 170 clients I have thus far would have reported something by now.  Of course they haven't because I am real and I make them look amazing for their events.  I am highly dissatisfied because there is no phone support, no customer service willing to assist me in resolving this.  I guess my business is not valued and I will just have to spend the extra money to change my booking site and notify everyone that styleseat does not care about the consumer experience!Sincerely,[redacted]

Hi [redacted], we’re sorry to hear about your experience with a disgruntled client. I 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 rating. We 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 changes. Due to new nationwide Federal Communications Commission (FCC) SMS messaging regulations and restrictions, all recipients need to consent to receiving SMS communication. Unless they opt-in, StyleSeat cannot send SMS communications to your clients, however they still have the ability to receive confirmations and reminders via email. If 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]

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, 2016/01/18) */
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!

Hi [redacted], we’re sorry to hear you were charged a late cancellation fee after cancelling your appointment within 24 hours. We have reviewed the appointment in question and can confirm that the Stylist you booked with had their salon address and their no-show/late cancellation policy publicly...

displayed on their profile. This means you were aware of their late cancellation policy prior to booking and had access to their address in order to attend the appointment you booked. Professional’s utilize our platform to manage their business and we can assist you in reaching out to the Professional to work out an amicable solution, however StyleSeat cannot enforce any refunds. We sincerely apologize if this causes an inconvenience. If you would like us to assist you in reaching out to the Professional, please email us at [email protected] and type Revdex.com in the subject line so we can ensure it reaches the right team member.

Hey there,Thanks for reaching out! We don't actually have any record of an e-mail from you in our system, but we'd be happy to help as best we can. We've reversed that cost for you, which should hit your account in approximately the next 5 business. And if you'd like to have you account delete, you...

can just reach out to [email protected] and we can definitely have that removed for you as there's no user-facing method to do so at the moment. Though we're not able to offer phone support, we can assure you that any e-mails we receive are responded to and resolved in a timely manner.
Thanks again, and have a great week!

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]

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!

Complaint: [redacted]I am rejecting this response because: In this instance the situation was absolutely unfair and unjust. I proposed a resolution which would be acceptable at least. I’m at this point already unsatisfied with the operation of your services because you all can’t guarantee anything other my payment will be taken on time and I am steering to stopping my services with this company because it’s a shame. You can’t be all about small businesses and let things like this happens to us and don’t try to correct the situation and your fammliar with the cause. Either you all cover the chargeback fee or don’t take payment from me for the subscription until $68.90 is paid. If this can’t be resolved as I stated I have contacted my attorney and the local news in my are who I work with frequently. I am being civil in my request and I hope Styleseat understands in this business you need to guarantee something if expect others to pay for your services. You can expect stylist pay to get ripped off using your same services. Sincerely,[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 behavior. While 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 /* (1000, 5, 2015/09/22) */
In reviewing this case, out Trust & Safety team deemed this a significant risk for the following reasons:
* The client "[redacted] S" had numerous failed charges, ranging from $450, to $950, to over $1,200, over the course of approximately two...

weeks.
* Inability to confirm the business address listed on the client's StyleSeat page.
* Inability to stylist to provide business/cosmetology licensing of the client as confirmation of legitimacy.
* Stylist has no other clients.
* Stylist has no history of successful payments, only a constantly declined credit card, and for very high unusual amounts.
* Stylist's charges are exponentially higher than the average StyleSeat charge.
* Stylists was asked to work with "[redacted] S" to produce a valid credit card to generate a valid transaction. That 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 anytime. We 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 /* (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 time. I was referred to the service by another active user. I work from home primarily as a distributer of hair extension and I am capable of installing them as well. For this there are no credentials required. I went through the correct procedure to set up my account to the best of my ability. I set up expresspay ( a service that is offered by Styleseat as a proffered method of receiving payments. My first client found me on Styleseat, [redacted]. I specialized in distribution and installment of high grade hair extensions. This particular client booked an appointment with me on September 9, 2015 at 9:15am she left a credit card on file however it was declined, when it was charged directly by Styleseat. I 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 full. She later booked an appointment for a family member on Sept 14, 2015 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 services. I asked her to forward the email to me. Styleseat owes me for this appointment for the following reasons:
*The client [redacted] S. has only booked 2 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 $461.00 from [redacted] S. appointment 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.
* I have 7 clients and I am in the process of trying to get my client to utilize this service.
* Hair extension per bundle retail range from XXX-XXX per bundle, my prices are competitive.
* I have knowledge of at least 4 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 stylist. I 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 blacklisted. However 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 did. I have documentation that a payment was collected and it is owed to me. Styleseat 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 clients. My 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 /* (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 blacklisted. However Styleseat cannot find a legitimate reason to label 'fraud" on my account. My 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.[redacted]" and her client "[redacted] S.". This IP address was used to create the profile listed under L.[redacted], as well as the profile listed under "[redacted] S." and both accounts were accessed from that address. This person is attempting to collect fraudulent money. The 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 well. For 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 file. Obviously she is not sending clients to her house for the services if she is providing an incorrect address online. If you look up her address on Google maps, it's also clear that it is not a house and the address #[redacted] does not exist. There was never any talk of the address [redacted] Street per her note. On top of that, her phone number listed for the Revdex.com does not match the 857 phone number she provided on her StyleSeat profile. No 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 web. Please see the attached screen shots from both iOS and Android devices mobile apps, as well as mobile web. Could 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 follow-up lays 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!

Hey there,
First and foremost, please accept our sincerest apologies for the delay in a follow-up! Our team was able to work with the professional and the client to get a half refund issued as we worked to mediate the situation between the two. Unfortunately, per our Terms of Service, we're not at...

liberty to offer refunds on the stylist's behalf without their authorization. The client in question moved forward with a complaint against the professional in question, and also contacted her bank about the charge.
Thank you!