Studio Six Salon & Spa Inc

Initial Business Response /* (1000, 10, 2015/06/30) */
I had previously called in to answer this complaint. This consumer called in, she comes here frequently and she called in to schedule an appointment for a service we have. We have a rule to put down $25 to hold your space. We book up pretty...

fast for those services. The consumer wanted to schedule and wanted a sew in. I told her about the $25 deposit and she scheduled it for Thursday. I asked if she had natural hair and other questions. There are additional charges when extras are added. She got upset with this question and asked when we started doing this. She then said she'd call us back and hung up. I canceled the appointment because she didn't give me the credit card info to place the deposit to hold the space. She called back later and said she wanted to schedule the appointment for Friday. I scheduled and she paid the deposit. After her appointment was scheduled, she called probably Friday morning at 10am and said she wanted to cancel. I explained to her, like I always have in the past when I take deposits, that cancellations or rescheduling has to be done 24 hours in advanced. She has been coming here and knows these rules so I notified her that she would lose her deposit. She told me her e-mail said her appointment was on Thursday. I explained she should have gotten another e-mail canceling that appointment and then another for her Friday appointment along with the receipt. She argued with me that her appointment was Thursday anyway. Her argument was since her e-mail said this, she'd call me Friday. This didn't make sense and this is just ridiculous.
We still tried to resolve the issue with a gift card and the consumer was goign to take it for her daughter but her husband was in the background cursing and screaming that he would not allow them to return to the store. This offer still stands if she would like.

Our rules and regulations state that there is a $25 deposit for a sew in service because it takes a lot of time out of the schedule for the service and if you do not cancel 24-48 hours in advance or you lose the deposit. It is stated on our receipt. We did make an exception and told her that she...

could roll over her deposit for another sew-in but she did not show up for that appointment time. We refused customers for that time slot and this caused the business to lose money.  We tried to accommodate the customer with this exception to our rule and she still did not come for that sew-in service.