Complaints

• Initial Complaint

  02/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom It May Concern, On February 18, 2023, I went to my appointment that was scheduled at 4:00 pm at The Elan Beauty Bar to get my pedicure done. I got there on time because the salon has a strict policy about being late. Their policy says that if a customer is 15 minutes late, they will charge them for that. When I got there, they put me in the chair for pedicures. I sat there for 30 minutes waiting for someone to come and do my nails. Finally after 30 minutes the technician showed and I asked if I will get a discount because I had to wait for 30 pass my appointment time. She said she had to go ask the owner. When she came back, she said that I will not get any discount. I asked why if they are charging people for being late, why they don’t discount for being late themselves. The owner came out and asked me what is the problem. I explained to her that I had to wait 30 minutes of my time for anyone to start working on my toes. She said that it doesn’t matter that I will still get a full service. I explained to her that it’s not about service, it’s about them wasting 30 minutes of my time without any compensation. If their policy says that they will charge customers for showing up late to the appointment, then it should apply to them too. She said that if I don’t like it, then I can get up and leave the salon (after 30 minutes of my feet soaking in water). She said that today is the last day at her salon and that she can refuse to serve me. I asked her on what grounds, because I didn’t raise my voice or insulted anyone in the salon. All I asked is for them to show the same courtesy to me as they expect from their customers. Her respond was that her time is more precious than mine. My complaint is that I was treated very disrespectfully right in front of the whole salon. Not once did she apologize for anything. Thank you for your time and attention to this matter Sincerely, Larisa *****

  Business response

  02/24/2023

  To whom this may concern, I am writing this to respond to the incident on February 18, 2023. The recipient of the appointment scheduled at 4:00 along with her daughter and mother were there for pedicures. Our technician was running behind due to a previous client that took longer than expected on her nails which ran into the 4:00 pedicure appointment. Her mother and daughter got serviced on time but her technician started on her pedicure at 4:20 due to running behind on the previous client. We understand that our technician was late on starting her appointment but she did receive her full service that she was scheduled for. We do not do refunds because it's service that is being provided. Sometimes things happen and appointments get started late which is not by choice. We pride ourselves in working in a timely manner to ensure the best customer service possible because we are by appointment only. Just as if you are at a doctor's office waiting minutes past your appointment time to be seen, does the doctor give you a discount?
  
  She did in fact raised her voice because we refused to give her a discount explaining to her that she will still get her full service as booked. Our technician did apologize to her for having to wait. That was when she asked for us to give her a discount. We explained to her that it is not possible and she continued to raise her voice while we had 10+ other people in the salon at that time that also witnessed it. We gave her the chance to cancel the appointment and not do the pedicure if she wanted but she still insisted on getting the pedicure, at that point it made us very uncomfortable. She brought up our late fee policy, which didn't affect her in any way. We have that policy to protect us when it comes to repeat customers coming in late to their appointment. We are lenient with this policy because sometimes there are accidents or traffic which causes people to be late which isn't their fault. We also never said our time was more precious than hers, everyone's time is valuable to us. All of our clients understand that things happen and can run late on their appointment time but we have never been asked for a discount because they know that we will continue to give them the best service possible and leave happy with their service given.
  
  I appreciate your assistance and time.
  Vy ******
  
  

  Customer response

  02/27/2023

  
  Complaint: 19435403
  
  I am rejecting this response because:
  If I was late, they would have charged me more that is their store policy so if their store policy is to charge me if I’m running late and thanks to happen thanks can happen when I’m running late but they charge me more so if they are running late they should charge me list that’s called a double standard
  Sincerely,
  
  Larisa *****

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