Sugar Suite Kids Spa & Salon

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Complaint: ***
I am rejecting this response because: There are several lies in this responseI did stated that Breona (sp?) was the only great and professional employee thereHowever, I never said that everything was fineI was not pacing and punching my fist in my handI was walking back and forth from the party to the front desk where the receptionist was to communicate with herI also let the receptionist know a week in advance that an extra girl might show up, however, I was not 100% positiveWhen she did show up, I went to the front and offered to pay right then and thereShe told me to wait until the end of the partyAfter the rude behavior from the staff and sanitation violations I advised the receptionist that I was not paying them anything else because I already overpaid for the quality of the partyShe stated that was fine and apologized for the behavior of the staff I told the owner that I am not looking for a full refund because the kids were servicedHowever, due to the sanitation violations, rude owner and staff, and missing tiara I feel that it is fair to request a refund of my depositThis business has no credibility as they lie to cover themselves. Regards,
*** ***

MrsAkilahH*** ? Sugar Suite kids Spa & Salon*** *** *** *** Bowie, MD *** P: ###-###-#### E: [email protected]
On November 14th, from 4:00pm to 6:00pm, Sugar Suite Kids Spa & Salon hosted a birthday party for
*** *** and guestsThere were no initial issues and it appeared that the guests and parents were pleased with our establishment as they arrived for the partyThe party Started and Sugar Suite staff began the spa services on the guests and it was noted that *** *** brought an extra guest (for a total of eight girls), with her that was not a part of the original party contract headcount, which she had to pre-pay in advance.She did not inform us right away that she brought another party attendee, one of our staff members counted and realized there was one extra guest than what we were expectingOur front desk receptionist talked with *** *** about paying for the extra guest which for her party package was Sand she agreed that she would pay for the extra guest, at the end of her party*** *** was informed that we were still awaiting shipment for our birthday tiaras and in place of the tiara we offered her a bath bomb gift or lip gloss and *** *** was also offered a cash refund in the amount of $which is the price of the tiaras and *** *** was okay with the replacement initiallyA few minutes later she returned to the front desk and stated thal she was not okay with the gift or the refund for the price of the tiara either because her daughter was not going to use itThere was no mention of allergiesShe then stated that she wanted a discount off the services or the party.In addition, during the time of the party, *** *** also had an issue with one of our staff members, Stating that the Staff member had an attitude with her when she was asked about our cleaning and sanitation procedures*** ***’s mother, who said she was a licensed cosmetologist, did not want her granddaughter (the birthday girl) to get her nails filed because she did not like the way the file looked*** *** and her mother went back and forth with one another, in the salon, about the birthday girl having her nails filed or buffed*** *** said that she wanted her daughter to get everything, filing included because that is what she paid forOur staff member stated that she was confused on whether to listen to the birthday girl’s Mom (*** ***) or the birthday girl’s grandmother (*** ***'s mother) and said she just was not going to file the nails and also ensured *** *** that she did not have an attitudeOur Staff member stated she didn’t want any trouble and that she would not file the birthday girl’s nails at allOur front desk receptionist also stepped in and tried to resolve the issue as well by apologizing for any understanding between *** *** and our staff memberAlthough, the rest of the staff stated there was no attitude or issues between the guests or staff member, just the difference of instruction between the birthday girl’s Mom and Grandmother.Even after the apology *** *** was visibly upset and made our staff uncomfortable by pacing back and forth through the salon, punching her fist in her hand, using profanity and also stating that she was not paying for the extra guest she added to the partyAt this time the Staff continued servicing the guests and the girls had a great time despite *** ***'s behaviorAt the end of the party, *** *** passed out cupcakes and our staff passed out the certificates to the guests that came with the party package she SelectedAs the guests were preparing to leave, *** *** and her Mother stopped at the front desk and said thank you to all of our staff for a great party and stated the girls had a good time*** ***'s mother even left each staff member a $tip saying the girls had a good time and thanking our staf* *** was then addressed again about paying for the one extra guest she brought and whom was serviced with the rest of the party guests and she stopped in the lobby and turned towards the receptionist and stated she was not happy with her party and she was not going to pay for the additional guest and if “she” referring to the owner wanted to give her a call, she could and she then walked out the doorThe owner came to meet with the staff after the party to address the concerns of the staff regarding *** ***'s behavior and complaintsWhile meeting with my staff I received a call from *** *** approximately twenty minutes or so after she left the shopShe discussed some of her complaints with me and I explained to *** *** about our policies and offering her another item to replace the tiara we did not have as well as the other complaints I heard from my staff and her response and behavior towards my staff as wellShe said my staff was rude and had attitudes and then turned around and stated that my whole staff was not rude but just the one staff member she mentioned in her complaintShe then later (by name) said one of my staff members (Breonnah) was really great and outstanding and she did a good job the whole partyI thanked her for calling back and providing her concerns and feedback and I even apologized more then once to her about everything including not having the tiara for her daughterI even explained to her that my receptionist had called me a few times prior to my arrival regarding *** ***’s words and actions toward my staff and I told *** ***, I directed my staff to continue to do their jobs, which was to Service the guests during their party and my staff did just that,
*** *** stated she wanted her money back for the party because she said she did not receive all of her services, however, *** *** did in fact receive every service included in her daughter's party package, minus the tiara which is an extra for each party but not an actual service, therefore, every service she paid for and that was included in her party package were provided to all her guests, including the guest she brought and did not inform my staff of nor did she pay for the additional guestOnce I told *** *** that she did receive all of her services and everything that was included in her party package she dismissed that and later told me she was glad she spoke with me and I apologized and thanked her once again for calling to share her concerns and questionsI told her I would address all of her concerns and complaints with my staff as soon as I got off the phone with herShe ended the conversation again by stating, the girls had a good time so that’s all that matters*** *** completed our party contract which clearly states our deposits are non-refundable, but in this case there was no reason to provide *** *** with a refund, because she received all of her services and enjoyed the party as she stated at the end and she added an additional guest that was serviced at no chargeSugar Suite Kids Spa & Salon strives to provide excellent customer Service and professionalism and in any occasion where our clients are unhappy we attempt to resolve the issue immediatelyWe provided every service that our party package offers, all guests were included in the party, participated and had all services completed per the party packageThe only item missing from the party was not a Service, but a tiara that we include with the packageWe are truly sorry that we were not able to offer the birthday girl a tiara and we gave *** *** other options as an attempt to resolve this matter and to ensure her daughter’s party was an enjoyable experience for her and her guests.If you should need additional information, please let me know as my contact information is provided above.Sugar Suite Kids *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: There are several lies in this response. I did stated that Breona (sp?) was the only great and professional employee there. However, I never said that everything was fine. I was not pacing and punching my fist in my hand. I was walking back and forth from the party to the front desk where the receptionist was to communicate with her. I also let the receptionist know a week in advance that an extra girl might show up, however, I was not 100% positive. When she did show up, I went to the front and offered to pay right then and there. She told me to wait until the end of the party. After the rude behavior from the staff and sanitation violations I advised the receptionist that I was not paying them anything else because I already overpaid for the quality of the party. She stated that was fine and apologized for the behavior of the staff.  I told the owner that I am not looking for a full refund because the kids were serviced. However, due to the sanitation violations, rude owner and staff, and missing tiara I feel that it is fair to request a refund of my deposit. This business has no credibility as they lie to cover themselves. 
Regards,
[redacted]

Mrs. AkilahH[redacted] ? Sugar Suite kids Spa & Salon[redacted] Bowie, MD [redacted] P: ###-###-#### E: [email protected] November 14th, 2015 from 4:00pm to 6:00pm, Sugar Suite Kids Spa & Salon hosted a birthday party for [redacted] and guests. There were...

no initial issues and it appeared that the guests and parents were pleased with our establishment as they arrived for the party. The party Started and Sugar Suite staff began the spa services on the guests and it was noted that [redacted] brought an extra guest (for a total of eight girls), with her that was not a part of the original party contract headcount, which she had to pre-pay in advance.She did not inform us right away that she brought another party attendee, one of our staff members counted and realized there was one extra guest than what we were expecting. Our front desk receptionist talked with [redacted] about paying for the extra guest which for her party package was S30 and she agreed that she would pay for the extra guest, at the end of her party. [redacted] was informed that we were still awaiting shipment for our birthday tiaras and in place of the tiara we offered her a bath bomb gift or lip gloss and [redacted] was also offered a cash refund in the amount of $2.00 which is the price of the tiaras and [redacted] was okay with the replacement initially. A few minutes later she returned to the front desk and stated thal she was not okay with the gift or the refund for the price of the tiara either because her daughter was not going to use it. There was no mention of allergies. She then stated that she wanted a discount off the services or the party.In addition, during the time of the party, [redacted] also had an issue with one of our staff members, Stating that the Staff member had an attitude with her when she was asked about our cleaning and sanitation procedures. [redacted]’s mother, who said she was a licensed cosmetologist, did not want her granddaughter (the birthday girl) to get her nails filed because she did not like the way the file looked. [redacted] and her mother went back and forth with one another, in the salon, about the birthday girl having her nails filed or buffed. [redacted] said that she wanted her daughter to get everything, filing included because that is what she paid for. Our staff member stated that she was confused on whether to listen to the birthday girl’s Mom ([redacted]) or the birthday girl’s grandmother ([redacted]'s mother) and said she just was not going to file the nails and also ensured [redacted] that she did not have an attitude. Our Staff member stated she didn’t want any trouble and that she would not file the birthday girl’s nails at all. Our front desk receptionist also stepped in and tried to resolve the issue as well by apologizing for any understanding between [redacted] and our staff member. Although, the rest of the staff stated there was no attitude or issues between the guests or staff member, just the difference of instruction between the birthday girl’s Mom and Grandmother.Even after the apology [redacted] was visibly upset and made our staff uncomfortable by pacing back and forth through the salon, punching her fist in her hand, using profanity and also stating that she was not paying for the extra guest she added to the party. At this time the Staff continued servicing the guests and the girls had a great time despite [redacted]'s behavior. At the end of the party, [redacted] passed out cupcakes and our staff passed out the certificates to the guests that came with the party package she Selected. As the guests were preparing to leave, [redacted] and her Mother stopped at the front desk and said thank you to all of our staff for a great party and stated the girls had a good time. [redacted]'s mother even left each staff member a $10 tip saying the girls had a good time and thanking our staff. [redacted] was then addressed again about paying for the one extra guest she brought and whom was serviced with the rest of the party guests and she stopped in the lobby and turned towards the receptionist and stated she was not happy with her party and she was not going to pay for the additional guest and if “she” referring to the owner wanted to give her a call, she could and she then walked out the door. The owner came to meet with the staff after the party to address the concerns of the staff regarding [redacted]'s behavior and complaints.While meeting with my staff I received a call from [redacted] approximately twenty minutes or so after she left the shop. She discussed some of her complaints with me and I explained to [redacted] about our policies and offering her another item to replace the tiara we did not have as well as the other complaints I heard from my staff and her response and behavior towards my staff as well. She said my staff was rude and had attitudes and then turned around and stated that my whole staff was not rude but just the one staff member she mentioned in her complaint. She then later (by name) said one of my staff members (Breonnah) was really great and outstanding and she did a good job the whole party. I thanked her for calling back and providing her concerns and feedback and I even apologized more then once to her about everything including not having the tiara for her daughter. I even explained to her that my receptionist had called me a few times prior to my arrival regarding [redacted]’s words and actions toward my staff and I told [redacted], I directed my staff to continue to do their jobs, which was to Service the guests during their party and my staff did just that,[redacted] stated she wanted her money back for the party because she said she did not receive all of her services, however, [redacted] did in fact receive every service included in her daughter's party package, minus the tiara which is an extra for each party but not an actual service, therefore, every service she paid for and that was included in her party package were provided to all her guests, including the guest she brought and did not inform my staff of nor did she pay for the additional guest. Once I told [redacted] that she did receive all of her services and everything that was included in her party package she dismissed that and later told me she was glad she spoke with me and I apologized and thanked her once again for calling to share her concerns and questions. I told her I would address all of her concerns and complaints with my staff as soon as I got off the phone with her. She ended the conversation again by stating, the girls had a good time so that’s all that matters. [redacted] completed our party contract which clearly states our deposits are non-refundable, but in this case there was no reason to provide [redacted] with a refund, because she received all of her services and enjoyed the party as she stated at the end and she added an additional guest that was serviced at no charge.Sugar Suite Kids Spa & Salon strives to provide excellent customer Service and professionalism and in any occasion where our clients are unhappy we attempt to resolve the issue immediately. We provided every service that our party package offers, all guests were included in the party, participated and had all services completed per the party package. The only item missing from the party was not a Service, but a tiara that we include with the package. We are truly sorry that we were not able to offer the birthday girl a tiara and we gave [redacted] other options as an attempt to resolve this matter and to ensure her daughter’s party was an enjoyable experience for her and her guests.If you should need additional information, please let me know as my contact information is provided above.Sugar Suite Kids [redacted]