Complaints

• Initial Complaint

  03/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am contacting you to share my disappointment with WiP downtown last Saturday. I had an appointment with Ransome at noon for a bridal hairstyle. Unfortunately, I was running 15 minutes late on the day of my wedding. I called the salon 4 times earlier in the morning and no one picked up. I was hoping to ask if it would be okay to be 15 minutes late. When I arrived at 12:15, Ransome said she had given my appointment to someone else and asked if I could wait 20 minutes. I know that I was late, but considering that wedding days can be hectic, and considering the significant upcharging associated with a wedding appointment, I would expect to be prioritized. I was frustrated by the experience and felt rushed. I asked if someone else could do my hair, and she found another hairstylist to begin drying it. However, I do not like the practice of giving away bridal hair appointments without contacting the bride first. After speaking with another hairstylist, I found that Ransome had double booked that day rather than taking another appointment last minute. On my wedding day, I did not want to be double booked and would have preferred to be prioritized. I had no idea that this would happen, and if I had known, I would not have made an appointment with Ransome. Other vendors on our wedding day were much more flexible, understanding, and supportive. I may have stayed at my hotel and done my own hair if I knew what was going to happen. The whole experience added stress to my wedding day and caused us to run late to venue for photographs. In the future, I would like this salon to do the following:1. Ensure that their phone lines are working 2. Call customers if they are planning to give away their appointments 3. Let customers know if they plan to double book, especially if this is on a wedding day In terms of correcting the issue, I would like to request a partial refund. I would like 50% of the cost of bridal hair to be refunded since I only received 50% of the stylist's

  Business response

  04/02/2022

  I responded to **** the day after getting her email and notice. I submitted a full refund through the electronic payment service she payed with. I did receive a follow up email from **** letting me know she was satisfied.

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