Style Squad

Review: I found Style Squad San Diego (as there is one similarly named in Cincinnati, OH)at a Bridal Bazaar held at the Del Mar Fairgrounds. I reiterate "BRIDAL Bazaar". There website also states the specialize in weddings. I had several trials with hair and makeup and seeing their willingness to please I felt assured they would be a reliable company to hire on for my 09Aug2013 wedding in Fallbrook,CA. I did so at the cost of $1035 plus tips and lash fees for myself and 9 other girls. It wasn't until things went wrong and the following day I spoke with my wedding photographer to find out that my wedding was there FIRST wedding! No wonder I had the following issues......-I was to be completed prior to 2:45 pm and dressed out for my first look photos, of which my photographer and I had set aside this time for. I was to walk down the aisle at 5pm. I spent a lot of money on my venue just to get these specific photos which I did not because I was not completed with hair and make until 4:40pm even though my bridal party and I started hair and makeup at 0955. I missed my photos and didn't not make it down the aisle until 6:20 pm missing an hour and 20 mins of my wedding costing over $30,000.-I had paid for updos and airbrushing for all my bridesmaids. Upon arrival they tried to charge me an additional $10 per updo and told me airbrushing was another $20. I argued this point and was able to get back my updos, but no one received airbrushing as they were afraid to pay the extra fees. -The one hairstylist could not do the hairstyle predetermined several months in advance and all 3 of the girls she did had to be redone by another. They only sent for artists for 10 girls hair and makeup and 3 flower girls which had also been previously invoiced and included via the company.-During this process they were very unprofessional, lied to me on several items, and complained in front of myself, my mother and other guests about the lack of tipping.There is much more but not enough chars left to add remaining issues.Desired Settlement: full refund of $1035.50 to cover the cost to recreate my wedding look,tux rental,hair/makeup, and compensate vendors to try and acquire some of the missed photos. Most will not be able to be duplicated. As Active duty military my bridesmaids are from all over the country and will never be together again as that day, prepping in the robes I bought us to get the getting ready photos that are gone forever.If I do not receive $1035.50 I will be going to court for the cost of 1hr 20min of my wedding

Business

Response:

Dear Revdex.com Representative,

Thank you for the opportunity to respond to this issue regarding Style Squad services to Ms. [redacted] on August 9th, 2013.

While I understand Ms. [redacted] and her desire to have pictures done that she had envisioned. We do not understand what that has to do with the services that were provided to her on the day of her wedding.

Style Squad is a in-studio artistry company that focuses on customer satisfaction. In Ms. [redacted]'s statement, it is clear that customer service and satisfaction is number one on our list of goals and mottos for the company. "Their willingness to please...." is the statement that Ms. [redacted] used. Ms. [redacted] also admits that she had several trials. Ms. [redacted] actually had 8 trials to be exact. All but one which were unpaid and a few that were not provided a tip to the stylists who had personally driven to the home of Ms. [redacted]. The trial that Ms. [redacted] paid was for a hair trial that we had to do for her because the stylists she originally was going to go with did not come through. Style Squad moved schedules around just to keep our bride happy. This was a constant theme throughout our relationship with Ms. [redacted].

Finally, Ms. [redacted] was satisfied and everything seemed fine.

On August 9th, 2013, Style Squad stylists arrived at Los Willos in Fallbrook, the location of Ms. [redacted] wedding at 8am. Call time was to be at 9am but our stylists wanted to be early to set up and make sure to be ready for any early arrivals because of the extremely big wedding party. There were a total of 4 stylists. Each stylists had done many weddings prior and have an unbelievable portfolio. One of them have been in the bridal industry doing hair for over 25 years. This particular stylists was in charge of Ms. [redacted] hair as well. According to Style Squad staff stylists and Los Willos staff, Ms. [redacted] and her party did not arrive until 10:23am. Ms. [redacted] did explain that she would like to be ready between 2:45-3:00pm for pictures. This was the urgency for our staff to arrive as early as possible and be ready. They did not foreshadow the bride and the bridal party to arrive almost an hour and a half late because of extremely strict time guidelines for such a big party. When asked Ms. [redacted] why she was late, she answered that she did not know that our staff was already there and that she was somewhere else on the premises. However, our stylists had been transported by the venue to the salon on the premise and had to call Ms. [redacted] to ask if she would be coming soon because of the time issue.

According to Style Squad stylists, Ms. [redacted] photographer and [redacted] staff, everything turned out fine and the stylists were amazing. The services that they had provided was professional and they were a great team of girls. Ms. [redacted] got what she had paid for and for an extremely great value.

From my understanding, the discrepancy was the fact that Ms. [redacted] did not get done till 4:40pm. According to all parties, she and the bridal party was completely finished by 3:30pm. This was great for us to hear as we had 1.5 hours less to get everyone ready because of the time that the bride and bridal party had shown up. According to our hair stylists, Ms. [redacted] was not happy with the height of her hair and wanted to put in more extensions to get the look that she wanted. Our hair stylists, did as she was told as she realized the photographer poke in and wedding organizer explain that it was ok, and that there was time, to go ahead and keep working on Ms. [redacted] hair until she was happy. So, she did. A little before 4:40pm is when Ms. [redacted] was finally happy with it all. Mind you, remember, Ms. [redacted] is very particular with having everything exactly the was she wants it. Hence, the 8 trials. And Style Squad has been very accommodating throughout the whole process.

After seeing all of the pictures, it was clear that Ms. [redacted] got the look she was so pressed to get. I have an email explaining that the look was perfect and it was the time issue which is what her concern was. When asked Ms. [redacted], why she did not call her sales associate and stylists coordinator with the issues that she had complained about later, she replied that she did not have her phone on her and that is why she did not call even though that she was very unhappy with the events of the day on Aug. 9th, 2013. Usually, if there are any issues during any event or client issues, there is an available representative to make sure that the issue get taken care of right the and there. It was rather strange we did not hear for Ms. [redacted] until a day or two after, when she had called diring previous trials to always let us know what she did and did not like.

There were some claims that Ms. [redacted] made about the updos and airbrush makeup not being included in her price. They were included and were asked by the stylists if anybody wanted those upgrades at no cost. We have invoices showing this as well. Ms. [redacted] explains in her claim that her party did not want to pay but they were included. We also have texts to our stylists verifying that they were included on the day of her wedding. There were no extra charges given to Ms. [redacted], everything was included in the price she had paid for including the flower girls. Again, there were no extra charges. Ms. [redacted] was given all of the services she paid for and the stylists went above and beyond their call of duty.

Ms. [redacted] paid for only one stylists to stay to touch her up for 3.5 hours and we sent her 2 stylists instead to make sure that she got the absolute best customer service and so that her day could go as smooth as possible. Both stylists staid till 7:40pm and we have text all verifying this as well and [redacted] staff to verify.

All of our stylists are independently contracted and freelance with Style Squad.

Ms. [redacted] requests that we recreate the image of her wedding, unfortunately.... none of our stylists are wanting to go back out to service Ms. [redacted] so we had to respectfully decline.

While we understand the time issue, we are concerned that this claim is brought to the wrong party. We are not sure who is to blame or if there is anyone to blame. Ms. [redacted] received a service that was provided to her with amazing results and superb customer service at a minimal cost. Attached are some documents that might help as well. If there is anything else that you might need, please do not hesitate to give us a call of respond to this email. We will be happy to provide you with anything in regards to this claim

I hope that this was helpful in Style Squads response to Ms. [redacted] claim.

Thank you,

Style Squad

888.886.4642

Consumer

Response:

Hello Ms. [redacted],

I wanted to respond in regards to the status and situation of my complaint. However well written Style Squad’s response to my complaint may have been, it is extremely false. I have 5 legally binding affidavits from witnesses to confirm these findings, my rebuttal, and multiple documents of proof and correspondence so that you may verify this. Sorry for the delay in my response, as I am Active Duty Military and have just returned home from deployment to learn of the case status.

In rebuttal to Style Squads response I will go item by item in order of their letter...

1. Style Squad states they do not know what their services have to do with not getting the pictures I envisioned for my wedding day. It very much has to do with them. They were informed by myself and again by my wedding coordinator prior to the day of my wedding, as well as on the morning of my wedding, that I was to be completed and dressed out by 2:45pm so that I may take my bridal and first look photos with a walk down the aisle at 5pm. Style Squad did not complete my hair and makeup services until 4:40pm, this being 2 hours past the required time. To make up for this extreme loss of time, we had to cut out almost all the photography time prior to the ceremony and cut in half the time allotted after the ceremony for family and bridal party photos in order to recoup some time for my actual wedding reception events (i.e. cake cutting, bouquet toss, toasts, etc.). Even though we did gain back some time doing this, I lost almost all my photo time and my wedding reception was still extremely rushed in the series of event because we were so far behind and were unable to recoup all of what was lost. I paid over $30,000 for my wedding; over half of this alone was in venue costs. I selected my venue, [redacted], based primarily on the scenery for photo opportunities. All of our bridal party and family photos were taken in 1 spot due to the lack of time we had to maneuver around the venue. With this being the main reason I rented this venue, and the fact that I lost majority of my day of photos and reception, makes Style Squad at fault due to their negligence in time management. I also had multiple vendors that were being paid hourly to sit unutilized for 2 hours’ worth of time in which I had paid for with no services being rendered due to this. Additionally, I later had to pay to go back, rent a tux, clean my dress, drive an hour north, both my husband and I had to take off work again, bring the wedding coordinator and photographer back and reshoot my photos 2 weeks later. I had my hair and makeup done at the mall taking a total of 1 hour and 45 minutes to complete. This was done by recommendation of my vendors so that my photo package could be completed. The overall consensus was that my reshoot hair and makeup up were even better than my day of.

2. In regards to the 8 trials I had, payments, and tippage: I had 8 trials, 1 fully paid for, 2 others I tipped $20 each, and I was a winner as designated by Style Squad for free wedding day bridal hair and makeup. Instead of getting my day of free, I arranged to pay in full for my day of with a 20% tip via paypal (invoice provided) and instead chose to receive my trial for free. The first hair trial they sent me was [redacted], who happens to be an on file owner of the company. [redacted] showed up and did my hair. After she was done I looked at the style and noted not 1 element of what I asked for and provided pictures for was in the style she had done. When I asked her why and expressed that this was in no means what I was looking for she said it was the hair style she had performed on a lady she had that morning, she did not see the pictures I had sent the other owner, [redacted], because they would not open properly on her phone she also stated. She asked if I liked it and I said no. She responded with “Bummer”. The next hair trial was with [redacted]. Her style was better but did not have the elements I was looking for. She did say she could achieve it by buying additional products. I felt somewhat, but not truly okay with this, and after I had led her to the front door to leave I turned to go back up my stairs and numerous bobby pins were literally falling out of my hair all over the floor and the style started to fall. I hired her on with hopes that this could all be corrected prior to the day of and that it would turn out ok. I later regretted this as I still did not feel that the end result would be achieved as I had yet to see it happen with the ladies who trialed my hair. I also had to purchase the additional items in which Style Squad had stated on needed to complete my look. During my reshoot 2 weeks later I had my hair styled at the mall to match my day of look. These pieces were not needed when my hair was properly styled. My first makeup trial was with Stephanie, again no element of the picture I had emailed and the description of what I asked for was on my face, what I saw was drag queen. I am a brunette and she had penciled on my eyebrows in black that looked as if a sharpie had been taken to my face. She insisted she could fix it and offered to come back at another time (my second makeup trial) to show me since she had to leave. [redacted] came back and the same thing occurred with the eyebrows. As well during these time periods she provided me and used on my face a Bare Minerals moisturizer. This was an issue as I had told her prior to doing my makeup that I have had some very bad reactions to their products. Within a few hours my face had these welts and blistering lumps where she had applied the product. I explained this to [redacted] (she is the owner I had all communications with) and she arranged to send me, [redacted] another makeup artist with their company. [redacted] even said she did not know why she hadn’t thought of her before as she is much better suited for the look I am asking for. [redacted] came and gave me my 3rd makeup trial. I was pleased, but had concern as [redacted] was nearing her 3rd trimester in pregnancy putting her near due my wedding date of 8/9/13. [redacted] insisted it would be fine so I hired [redacted] on for makeup. 2 weeks prior to my wedding I was notified by [redacted] that [redacted] would not be able to do my wedding day makeup and was put on bed rest for the remainder of her pregnancy. Because of this [redacted] then sent [redacted] to trial my makeup. I was not pleased with it at all, again no means close to the photo I had provided in email as well as the photo she was provided from when the artist [redacted] had done my makeup. Her products were not what I expected from a professional makeup artist either. She was using Covergirl and similar products you can buy at Walmart during my trial. Now there isn’t anything wrong with this in a normal case, however I am paying for professional quality makeup for my wedding day and expect quality product. At this point I am extremely frustrated and my wedding only days away. [redacted] then decides to send another makeup artist, [redacted] (who also happened to be the 1st hair trial who said “bummer”) and [redacted] the stylist back out (this hair trial I paid for) so that we can get it nailed down; they came out 4 days before my wedding taking a total of 3 hours to complete my overall look (this shows that they knew how long it would take to complete my day of look). At this point I had no options and this was what I was getting for my wedding day, time was out. Now what I failed to mention previously is that I had specifically asked and paid for airbrushed foundation. 2 of the 4 makeup artist they sent me were not airbrush artists nor had any of the gear. I feel that having been given my trial for free vice my day of, having paid for 1 trial, and tipped 2 others was extremely fair considering the ladies sent to do my trials were either not trained in airbrushing, did any style they wanted, nor stayed to work on getting the look correct as they had other places they needed to be. Why should I continuously pay people for hair trials if they are not even sending me the appropriately trained personnel. So on my wedding day they sent 4 girls in total, 2 hair ([redacted] and [redacted]) and 2 makeup ([redacted] and [redacted]) for a bridal party of 10 ladies and 3 flower girls. [redacted] had to airbrush me and [redacted] completed the rest of my makeup as she was one of the ladies that were not an airbrush artist. This accounts for all trials and circumstances in which Style Squad failed to provide in their response. As well these trials were all prearranged as far as time, schedule, and payment requirements prior too; it is not as if they showed up and I just didn’t pay. Style Squad sent them with the understanding of the situation and that it was a compensated service for their failure to provide previously.

3. The stylist Style Squad states has over 25years experience was [redacted]. Please find attached [redacted]’s email to me after the wedding stating that this was the largest wedding she had ever done. This shows the amount of experience this company has is minimal, if any, if a bridal party of 7 bridesmaids, 1 bride, and 2 moms was their largest.

4. Myself and the wedding party did not arrive at 10:23am as Style Squad states. Please find the attached 5 affidavit witness statements which negate this as well as documentation of phone record providing timeline. We arrived at approximately 8:55am. [redacted] venue even commented how we were early because they said most bridal parties are typically late. We sat at the main office building waiting for the hair and makeup artist. We sat for some time as I had not heard from Style Squad. I became impatient and asked the front desk what was going on in which they then informed me that the stylists were on premises. Please note that there 2 salons at this venue. A driver then loaded us up and took us to the salon in which they were at as driving personal vehicles on premises are not allowed. The salon they were at was approximately 1 mile up a mountainside through the vineyards. While we were in the van the stylist [redacted] called me and asked where we were and I stated we were on our way up, which was at 9:44am (phone bill attached) in which we literally parked as we were speaking and started into the salon making our arrival at 9:45. At no time had Style Squad notified me that they were on premises. I had to ask. Even with this time delay we arrived at 9:45 am at the salon in which Style Squad was at, not 10:23am as they stated.

5. Style Squad states that “according to my photographer and [redacted] staff that everything turned out fine and that the stylists were amazing”. This is very contrary to the fact as my coordinator and photographer had to pull me aside on my wedding day to express to me the concern they had in regards to the company and their mismanagement of events while also telling me we would have to cut some things out of my wedding due to this fact. After speaking with both the photographer and day of staff they scoffed at this statement Style Squad claims and as one said “so that is what they got from our conversation” in astonishment as what she had told them was the opposite. I am currently working on getting statements through their legal departments since [redacted] had actually told one of the girls in conversation that this was and I quote “They are just getting into the wedding business” and “This was their first real wedding”. Now imagine my surprise as I found them at a Bridal Bazaar at the Del Mar fairgrounds and their website and advertisements specifically state and again directly from there UAL at the time this is written “Our Stylists are well versed in Commercial, Theatrical, Fashion, Editorial, and Bridal” from http://stylesquadsd.com/index.html

As well, imagine my surprise to research and find out that the company Style Squad is not licensed to perform barbering or cosmetology services in the state of California. I am also opening a claim with the Board of Barbering and Cosmetology as recommend by authorities. This is just as illegal as a Doctor practicing medicine without a medical license. After further investigation I learned that the company has their self listed as a “products based” company not a “services company”, and that the San Diego tax administration has them listed as an abandoned company as they never fully filed with them. They have also just recently filed for a doing business as name as of 23April2013 making them extremely new to the industry. However, none of this supersedes the fact that they illegally preformed services under the name style squad at my wedding when not properly licensed as a business to do so. I feel that I was falsely advertised too and did not receive the services I had expected in any means; I would not have hired an unlicensed, this is our first real wedding company. I do not feel that $1035.50 is a great value for having my wedding day picture opportunities’ missed and my reception turned into a comical fast forward skit as some of my guests claimed as all the events were completed in unison and some on top of each other to fit them all in.

6. Style Squad states we were all finished at 3:30 pm. Again false please see attached affidavits as I was not completed until 4:40 which can be verified by multiple vendors on site as well as my raw video footage from my videographer. As far as the fact that I was not satisfied with my hair, was not what took longer I was placed in the hairstylist’s seat 3 times during that day. The first was to curl my hair, and then I was moved so they could work on other girls. The 2nd was to pin is all up. I again was moved so that they could work on another girl’s hair. I was repeatedly being moved so that the hair stylist could redo all the hairstyles that the stylist [redacted] had completed as she continuously kept stating to all my girls that she could not do their hair either it was too long or too fine were her comments. Every bridesmaid hair she had done had to be redone by [redacted] and they were matronly, falling out, and looked nothing like the other girl’s style or picture that was provided for the girl’s styles. As well, my mother-in-laws hair was not even done in which I had paid for. They flat ironed her bangs and that was it the rest laid flat, undone which was not what she requested but as time was running out she left to take care of other responsibilities. I was then sat in the makeup girls chairs and my makeup was completed. The 3rd was to put my bangs in place and put my tiara in. While the tiara was being put in my hair was getting ruined with multiple pieces coming out and the tiara squashing all my hair down as they were placing it on top of the style vice inserting it through the crown of the style as I requested they do numerous times. My mother and my sister-in-law had to actually step in and stop them from repeatedly ruin my hair and I along with another girl placed my tiara on my hair. At this point I was completed and it was 4:40 pm. Meanwhile, the staff spent their time in front of my bridal party, myself, and my mother complaining about the lack of tip while they completed their client file sheets that were not completed and they were trying to figure out who worked on which girl and what tips had been given. I did note several discrepancies during this conversation. One stylist claimed to do one bridesmaid’s makeup, however I witnessed that and it was the other stylist that had done her. At this point I offered to cover any missing tips as to silent them. They claimed they received no tip and tried to invoice me an additional $75 via paypal (provided). After speaking with the girls and getting their total tip amounts, $75 was well over a 25% tip seeing as I was invoiced and already paid for 10% for the bridal party, 20% for my bridal, and most of my girls tipped cash and some by card. As well, one tip was doubled and charged as the intent was to only tip $10 and she was charge $20 (also attached). None of the girls were provided receipt of any kind so there is no accountability for the cash, however I did see cash exchange hands multiple times throughout the day. In addition, my own mother’s hair was not even completed until after my own was completed after 4:40pm and I had already changed into my gown with my mother missing the donning of my wedding dress. Clearly they were not organized nor prepared.

7. As far as the satisfaction of my services, to say the least I was extremely unsatisfied. I paid for my Mother-in-Law to have hair and makeup, her affidavit exclaims that her hair was not done. When we arrived on scene the stylists were trying to charge me an additional $10 for each girls updo stating that this costs extra. I exclaimed that this was already paid for in the invoicing and prearranged. I told the lead lady, [redacted], to call the other owner, [redacted], as she was the one I arranged all services with. A few minutes later she said she had and that the updos were covered. I also paid for airbrushing for my bridal party to have the option whether to get airbrushing or regular foundation which they did not receive. My bridal party did not receive any airbrushing because the stylists told the girls it cost extra and they would have to pay. I exclaimed that this was not true and I again turned and specifically said to [redacted] with my entire bridal party present that she needed to call [redacted] that this was accounted for in invoicing. It wasn’t until after the entire bridal party was completed with makeup that [redacted] came back and said the service was covered by which it was too late. Style Squad later tried to claim that 3 girls received airbrushing, none had. When I told the other owner Joann this she said that no one had received it because no one wanted it, which is again untrue and can be found in the affidavits attached. When time was nearing 2:45 and I am realizing that I am nowhere near done and other girls are all filling the seats, I started to complain again to [redacted] the lead stylists and told her that and I quote “[redacted] said that I was to be completed first I have first look photos at 2:45” When I still sat there with nothing being done about it I complained again that I wanted her to call the owner [redacted] as she had stated I was to be done first. This never happened that I know of. I was done dead last with the exception of my mother’s hair. I had to actually have my little sister get out of the stylists seat so that they may begin hair services on me as the time was getting past when I was to be completed. In addition, I was invoiced for my 3 flower girls to get ponytails and blush done. When I told [redacted] about the flower girls coming at 11am as it was unreasonable to have a 18mon, 3yr, and 4yr old sit for that many hours, she said that they again would be extra. I reiterated to her that they were already covered in invoice. So as Style Squad states I received all my services and that these services were offered to my girls at no additional cost is extremely false as evident in the affidavits. They did not receive any airbrushing except myself as we were being told it was additional and it was not until after the completion of all makeups that we were informed it was covered, I had to argue to get the updos as they had attempted to charge me additional, and my mother-in-laws hair was not done and she was extremely unhappy. I also had to request the other owner [redacted] be called 3 times. The following days when I discussed this with [redacted] she claimed she never received any contact the day of and was extremely surprised by that. The 3rd owner several days after that negated this statement and stated that she, Joann, and [redacted] had been on speaker phone with the staff and handling all texts that came through the day of. It seems to me this company cannot get on the same page with their stories.

8. I did only pay for 1 stylist to stay for 3 additional hours. The fact that 2 stylists stayed had to do with the fact that they had carpooled up there together and not in any means to provide me additional service as I noted upon their departure. Before I walked down the aisle I saw a rather large 1”x1” dark brown blotch on my forehead between my eyes. My brother who entered the room to check on our statuses also blurted this fact out immediately upon seeing me. It was evident if he was able to see it from across a room. I asked the makeup artist [redacted] to fix this in which she stated she did not know how as she does not do airbrushing. I asked her to call the airbrush artist and find out how. I had to proceed down the aisle with this blotch as it is grossly past time. During the after ceremony photos I again asked [redacted] about the blotch she stated that she could not fix it. So I spent my wedding day with this blotch on my forehead. As well, the stylists tried to leave early based on what they thought their completion time should be. Since I was not completed until 4:40 then they were to stay until 7:40 as that is what I paid for, I again had to argue with the staff to inform them of this after which they obliged and stayed.

9. Style Squad claims that their stylists are independently contracted and free-lance, however I did not hire nor pay any stylists individually. I hired Style Squad, I was invoiced through paypal and paid for services to from/to Style Squad. One stylist that performed services is an actual owner of 3 of the company style squad. The business cards all ladies provided stated Style Squad. Their website also has 3 of the 4 ladies who performed services on my wedding day listed as staff of Style Squad. Therefore, Style Squad is the company of hire and is not properly licensed to perform such services as the invoiced and provided me.

Please note that I have other legally binding documentation from other witnesses and vendors and can provide as needed. I also have every saved email as well as text messages and voice call logs to further document my statements. Here shortly I will also have video and can coordinate the raw footage with time stamps be provided to Revdex.com. Through my dealings with this company not one owner in individual conversation has been on the same page. Their rebuttal to this claim is the first organized response received to date. This company appears to be poorly mismanaged and inexperienced. The one owner Joann actually told me to get some common sense when I tried to discuss this matter with her before filing with the Revdex.com which was extremely upsetting to say the least. For the knowledge of Style Squad, I am requesting a full refund in the amount of $1035.50. If I do not receive such in a timely fashion, I am proceeding to court with the matter for compensation of 2 hours of a 5 hour wedding which had cost $30,000. Please feel free to contact me with any further required or preferred documentation.

Thank you,

###-###-####

Business

Response:

Complaint ID [redacted]

On behalf of Style Squad, thank you for the opportunity to respond to Ms. [redacted]’s concerns. Style Squad is an organization devoted to the satisfaction of our customers, is founded by stylists well experienced in the industry, and works with both employee and independent associates who have a passion for the work and the skills and talent to help make our customers’ experience memorable.

As it is our mission to make each customer’s experience positive, we were distressed to learn of Ms. [redacted]’s dissatisfaction. As we have detailed and documented previously, Style Squad made tremendous effort to work with Ms. [redacted] to provide her with her desired look, and did so at the reasonable average price per person for on-site hair and make-up by four stylists of $105. In addition, we provided Ms. [redacted], at our cost, with multiple trials for both hair and make-up so that Ms. [redacted] could approve both stylist and look prior to her wedding day.

On the day of the wedding, the stylists previously chosen by Ms. [redacted] were on site well before the contracted time, and waited at the venue’s salon for the arrival of Ms. [redacted] and her wedding party. While Ms. [redacted] and her wedding party may have been at the venue already, they did not make their way to the salon for hair and make-up until well after the appointed time, causing significant delay.

Style Squad provided the services contracted, by the stylists previously approved by Ms. [redacted], and did so in a professional and expeditious manner. Supporting documentation has previously been provided by Style Squad.

While Style Squad is distressed that Ms. [redacted] is not ecstatic with the level and quality of service provided by the stylists, Style Squad is nevertheless proud to have delivered quality work within the time constraints imposed upon it. While Style Squad is unable to offer a refund to Ms. [redacted] given that the services contracted for were provided in a timely and efficient manner, it is pleased to note that the totality of services provided to Ms. [redacted], both prior to and on the day of Ms. [redacted]’s wedding, well exceed that for which Ms. [redacted] paid, thereby demonstrating the importance Style Squad places on customer satisfaction.