Nicole Beauty N Wig

The manager/owner [redacted], first of all was on the cell phone during the whole time of the transaction. I swipe my debit card for a total amount of $18.78 on Monday 11/17/2014 around 4:30-5:00 pm, (the receipt is not itemized and I don't understand why., Maybe because they make the prices up along the way). She advise me the the first debit transaction didn't go through and shes been having problems with it all day. She then asked me to re swipe it, I asked are you sure? she said yes. I re swiped the card and later that night found out the transaction came out of my bank funds twice. I call to advise her of that and she stated it would be corrected within 24-48 hours., without even asking me my name or anything. That upset me and she became very rude and told me I didn't understand and allow the time of course I yelled and asked how could you be sure when you don't have my information. She repeated the same thing. Today is Wednesday and no money has been credited back to my account. This is fraud and the manager has no customer service skills. The eyelashes that was applied has also come off as of today. The quality and service was terrible. They shouldn't be in business with service like that.Product_Or_Service: eyelashes extensions Desired Settlement A letter to apologized and a refund of my money, both transactions. Better Customer and greet your paying customer that's keeping them in business, also Go to a week class for customer service skills.Business Response The customer has unscrupulously altered the details of the actual event, going so far as to claim that our store receipts are not itemized. While the receipt issued from our card processing machine show just the total charged amount, each and every transaction made at our store is issued a separate, itemized receipt. The customer received both receipts but neglects to mention this fact in order to manipulate the truth.As we tried to explain to the customer, we use a payment processing company for our debit and credit card transactions. Standard process for all card processing companies is for them to hold the charged amount for a duration of time (typically 2-5 business days) before it is deposited into our store account. As we (the store) does not have immediate access to funds, all card payments must be refunded to the charged card only. We cannot offer a cash refund to a customer who paid with a card; this is standard procedure for retailers around the world. The customer claimed not to understand this despite agreeing that this was how many stores at the mall do not issue cash refunds for credit card purchases.Regarding her first "charge": in very exceptional cases the telephone line we use for our card processing machine will drop its signal, resulting in the customer's bank to hold the charged amount in an escrow state. The first receipt the customer scanned shows clearly that the signal was lost ("Lost Carrier"), which means that the payment process did not go through. In this escrow state, the bank holds the fundsneither our processing company nor we have access to it. In this situation the bank simply releases the funds after a period of time (typically 24-48 hours, depending on the issuing bank). We encouraged the customer to call her bank to verify our explanation but she refused to, and instead began to scream hysterically and verbally attack our employees.In the filed complaint, the customer has an issue about the fact that we did not ask for her name or other information. As we attempted to explain it to her then, we have no need for her personal information in this situation because it is her banknot ours or our processing companythat is holding the funds. We are a small business that strives to provide the best customer care as possible. However, we cannot provide any kind of service to someone who refuses to engage in dialogue. We even offered to call her bank for her in order to better explain the situation but the customer was willfully obstinate, screaming instead for money and then resorting to threats when we said we could not issue a refund for a charge that never went through.To address the other points made in the customer's complaint:-The manager in question was answering an urgent business call confirming merchandise orders at the time of the transaction. Because we had multiple employees call in sick that day she was short-staffed and had to take the call while working at the register. When we reviewed the surveillance camera above the register it was evident that she was attentive to the customer and apologetic for being on the phone. Rest assured, this was an exceptional incident as it is against store policy to be on the phone during working hours.-We invited and encouraged the customer to contact us if her money had not been returned to her account. Her filing this Revdex.com complaint is the first we have heard from her since the day in question and we find it highly suspect. We would be more than happy to redress the issue if she can provide proof, either via a written statement from her bank or a log of her bank transactions, that her funds were not returned to her since then. A scanned copy of a failed card transaction ("Lost Carrier") is not proof. -Furthermore, we specifically give our customers the failed transaction receipt as a measure against miscommunication and irregularities; we do not engage in fraudulent business methods.-The eyelash extensions the customer received was provided by a cosmetologist who has rented her booth space from us for a long time. She prides herself on her technical abilities and offers a full re-service if her extensions are faulty. While we acknowledge that the customer may have been dissatisfied with her extensions, we are wary of her claims especially in light of the situation and the customer's dishonesty regarding our itemized receipts.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I am very disappointed and do not understand how this company continue to do business like this. I attach a copy of the receipts that I received and requesting Revdex.com to review thoroughly and audit the copy. The receipt clearly is not itemized. The scan copy was previously sent. I find that highly suspect. My 18 year old daughther was with me and witness the whole thing and was very upset with the way the store manager acted. She never apologized for nothing. She made all the errors and should have been the one at least trying to correct it. She's in the money making business and that its, No other skills needed. I never once asked her for cash but I should have, you stolen from my account. She simply could have credited my account just like you debited it twice. I was never ever told to contact my bank she told me to allow 24-48 hours for the credit to be reverse. I took it upon myself to contact my bank of fraud. That never happen on behalf of [redacted]'s Wig. Please view the tape for proof. Customer service stinks along with [redacted]'s. I guess being on a business phone call is exceptional, forget the customer. This company need to be audited. I choose to never go in that place again and will tell everyone I know not to support poor Business's like [redacted]s. Why do I have to work so hard for my own money that you took from my debit card fraudulent. This lady is a liar and the tape and camera need to be pulled and reviewed. I did attempt to go back in the store the very next day to advise her what my bank stated and she got loud and rude again which made me get loud and rude as well. I'm the customer here., Can you pull that tape as well Nov.18 around X:XX-X:XX. I find that highly suspect for that not to be mentioned. AUDIT of the company is highly requested.Final Business Response Although we try to provide the best customer care possible we cannot accommodate unreasonable requests. Regarding the first charge: if the customer can show actual proof that the amount was not returned to her account, we will remedy the situation by crediting money to her bank. However, a scanned copy of a -failed- card transaction is NOT proof of charge. We request a list of transactions or a written statement from her bank in order to move forward.