Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife had been referred to this business by another place, she wanted to have her existing hair extensions worked on. The process for speaking to the owner here is somewhat different, not like a normal walk in business, you must go to the website and book an appointment, we discovered this by dropping by the place of business one day. in this booking area of the website there are different drop down tabs to indicate the service you would like, now I will admit maybe I did not read everything carefully, ( there is a section for consultation $20.00), i checked off an other area which took me to a calendar to book an appointment, which I did. This led to a checkout page where I left a $60.00 deposit. At the day of the appointment the owner said she could not do the work. I asked if a portion of the $60.00 could be refunded, as a consultation is $20.00. In a nutshell she became argumentative and started going to her website and saying did you not see this, etc, etc,. I told her Im not here to argue, and I told her I made a mistake can you not consider this, it was apparent that any kind of rational conversation was not going to take place, I told my wife lets go, and I told the owner you keep the money you need it more than i do, The site is the way she does business, that's ok, however there needs to be some wiggle room here when the customer maybe does not understand the process completely and admits to the owner they made a mistake, I come from an industry that prides itself on customer service, customers for life....she needs to learn maybe just a little bit of empathy. Caveat emptor.

  Business response

  19/09/2024

  The system will not allow my upload
  

  Customers are expected to read a “must read” before booking, and it's on the first page before booking. Secondly, under the service description, it notify you that you are expected to book a consultation before booking; the customer ignored all the warnings. Thirdly, there is a warning before you submit the request that you agree to all the Terms and conditions of the booking. The customer went ahead and booked. Yes, the consultation is $20, not $60; the customer booked a service time for which I would have gotten a client. That is why there is no refund; the customer was insulted and angry. There was no sympathy or acknowledgement that the day he came in with his wife, my studio was robbed, and there were police taking a statement from me, but the wife insisted I attend to her 

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