Complaints

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/20/24 I booked an appointment for a cut and color for 7/13/24. I had received a coupon for 25%, and was told on 6/20 by the employee who answered the phone that the 25% off would be for both the cut and color. We had a lengthy discussion around that because I told her it made sense for me to have both done on the same visit because 25% off would save me alot of money. The salon called me on 7/11 to ask me to come on a separate date for a color consultation. This was 2 days before my appt! I could not come in prior to my appt on such short notice. Since I could not come in for the color consultation, I would then have to split up my cut and color appointments which led to the discussion with the general manager regarding my coupon. I asked her if I did the cut and color on different dates, would my coupon apply to both. She informed me that the coupon was only good for one service - the cut or color. I explained the conversation I had with their employee. She apologized, said she couldn't override the computer (invalid excuse) and this would be a training moment for her and the employee. I have been a salon client there for over 4 years and was a client in the personal training side of the business for several years until I moved out of the area. A business needs to honor what was told to their client - the business should have taken this hit due to their lack of a trained employee. They lost a long-time customer over $17.

  Business response

  07/26/2024

  Hello,

  In regards to this complaint, we are fully aware of this situation with said guest. Unfortunately, this particular guest has been difficult for all of our service providers and guest relations teammates to work with for the four years she has been coming here. I will also add that this guest comes to FX Studios maybe once a year and is not as loyal as she is stating; Regardless, we appreciate her business and her time spent here. I (***** **********) was the one who handled this phone call. I reached out to this guest to let her know that since she had never received a color service with us that we would ask that she come in for her haircut with her service provider and we will adjust her color to a consultation. We also did this because this guest has talked about color appointments in the past and never received them, so our service provider did not feel comfortable with performing the service without seeing the client's hair because, again, she does not come often. Also, I was there during her first phone call when she asked about the discount we offered her. This discount was a campaign sent out to clients who have not been into our studio in over 100 days and was an effort to welcome them back to apply a 25% off discount to ONE service of their choice. I reiterated this to the guest when she asked for it to be applied to TWO services (haircut and color) and I said I would be willing to extend the expiration date to her future color appointment, if we booked one for the future for her. Therefore, our team was already being over generous by extending the expiration for this discount for her and she got angry with me and said that is not good enough and she wants it on both of her services. I simply replied and said unfortunately I am not willing to do that, but I am willing to extend the expiration for you due to the circumstances of rescheduling her potential color service for the future. 

  All in all, this client does not frequent our establishment and we were already "bending" the stipulations of our campaign discount for her by extending the expiration so she could use it on a higher ticketed services (aka her color service). This guest is known to push the boundaries and we felt it was best to withhold our boundaries and stipulations of this campaign. The teammate she spoke to originally in regards to her discount is our Team Lead at this location and knows about this recurring campaign discount as well as the stipulations regarding it only being applied to only ONE service/the highest priced service of an invoice.

  Thank you!

  Customer response

  07/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: Over the four years, I have been getting my haircut there, there has not been one instance where I had any difficulty with staff.  I typically book my appointments online, get my haircut, pay with my credit card and leave.  There has been very little interaction with any staff there besides checking in and paying.  I was a client at FX Studios from approximately 2015-2017 where my husband and I worked out with a personal trainer 3 to 4 days a week consecutively during that time - we have spent thousands of dollars at FX Studios and never had a problem with anyone at any time until this current situation.  I would like to know of these times I was difficult.  I do not get my hair cut often because I don't need it but that doesn't make me less of a customer and therefore treated differently.  I understand they wanted a color consultation prior but to call me 2 days prior (after making my appt 3 weeks prior) was not something I could fit into my schedule.  I accepted the fact that I could no longer get my hair colored on the shceduled date but was not okay with FX Studios not honoring what I was told over the phone.  I didn't make up the fact that I was told the coupon would be honored for both services.  I was told that this would be a "teaching moment" for the person that told me that information.  A company of this size should honor what was said to me - they were only to lose out on $17.  That is not alot of money for ***** ****** to take the loss on. This was a matter of principal.  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my membership in person back in October of 2021. I was given a form that also needed to be mailed to their main office. I filled out and mailed this same date. I am continuing to be billed monthly since October 2021. I have called and they will not assist me over the phone, they direct me to their website to fill out a cancelation form. I have filled out this form several times, each time they say someone will contact me within one business day. I have never been contacted and I continue to be billed.

  Business response

  05/09/2022

  Business Response /* (1000, 13, 2022/04/25) */ We discovered a glitch in our online cancellation request and have responded to this member notifying them of the discovery and apologized for the oversight. We have fully refunded him all dues paid from date of initial request until present. An email was sent to the member along with the receipts of each return. All documentation has also been uploaded. Please let us know if there is anything else needed to resolve this on the BBB side.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩