Complaints

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was contracted with Luxe Salon for my wedding at BVI last week. I completed a hair and makeup trial a month before, clearly stating my hair preference and bringing four pictures from their companies Instagram page to my trial. The trial was a huge success, and I loved the hair and makeup. The hairstyle I chose was an extremely common low bun style. I then proceeded forward with having them do my hair and makeup for my wedding. I personally paid for myself and six bridesmaids to have hair and makeup done for my wedding, and also had my hair and makeup done there for my rehearsal dinner the night before. The day of my wedding the two stylists rushed through hair and makeup, leaving early before the scheduled photos that the entire schedule was built around with their manager. Most significant was that my hair was done horrifically, nowhere close to the agreed upon style based on the trial. It was the completely wrong hairstyle in several ways. I have pictures from both. I am extremely Distraught and embarrassed over how my hair was styled for my wedding. The salon manager and owner have apologized to me and agreed that the hair style was nowhere near the same as the one at my trial, and that the hair at my trial should have been the one completed for my wedding. Unfortunately this is a once in a lifetime day that there is no do over for. Viewing wedding photos with my hair done incorrectly is distressing and I have been too embarrassed by how awful it looks that I have not shared photos. I never would have proceeded with this salon if I knew this was going to happen with my wedding day hair. I am requesting as much assistance and options as possible given that the memories for this once in a lifetime event were so damaged. This was a blatant breach of contract and I believe an intentional one at that.

• Initial Complaint

  10/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an appointment this past Saturday for a 90 minute massage, followed by a hair appointment. Upon entering the massage room, I immediately had a panic attack, which I voiced to Cheryl, my massage therapist. She was completely unsympathetic and was more concerned I was going to make her sick. She had me lay on the table and I told her I felt like I could not go through with the service as I felt really unwell and felt like I may vomit. Instead of helping me up, she ran out of the room. This was all in the span of about 2 minutes. Giving her the benefit of the doubt that she may have just gone to find help for me, I expected her to be outside the room with some water or a manager once I collected myself, but she was nowhere to be found. I ended up throwing up in the upstairs bathroom of the salon. No one came to check on me or to evaluate the situation. I was extremely panicked and scared. After gathering myself I went to the front desk, explaining what had just occurred. I asked if I could please cancel the massage service and my hair appointment as I was not feeling well and did not want to get the staff sick. They told me there was absolutely no possibility of cancelling due to salon policy and I would have to not only pay for the massage I did not receive, but also the hair appointment. Without any other option, I paid for the massage and returned at 12 for the hair service with Elaina that the front desk staff refused to cancel. No care was taken, no medic was called, and I instead was left feeling like low class filth. I am hoping you are able to at least refund the massage service I did not receive. Though this won't help erase the traumatizing experience, I think it is only fair to reimburse given the circumstances. With that said, I don't want this situation to ever happen to anyone else and think it would be helpful to train the staff on how to handle adverse situations moving forward.

  Business response

  10/19/2023

  Good Morning, 

  Thank you for allowing businesses to respond to complaints like this. ********, did visit my spa on 10/14/23. Upon entering the spa video footage shows the client smiling and laughing with staff members. Once I the room and on the table for her 10:15 am massage, ********, let Cheryl know that she was not feeling well. When Cheryl responded that if she is ill, she should not be getting a massage. ******** then informed her that she was not ill, but that she drank too much and was hungover from the night before. ******** said that she would like to try and continue with the massage. At 10:28 am Cheryl came downstairs to call and let me know that the client asked to stop the massage because she was too hungover and felt nauseous. ******** then came down to the desk at 10:31because she could not get into her locker. A staff member was upstairs helping her get into the locker until 10:34 am and then the client approached the desk fully dressed at 10:40 am. Video footage and timeline shows that the client was in contact with multiple staff members once she left the room and was not in the bathroom getting sick. Video footage also shows the client laughing with staff members at the front desk once downstairs. The front desk staff explained to the client that we do have a 24 hour cancelation policy and she would be charged for the massage and the blowout she had scheduled for later I the day. There was even a conversation with the desk staff about ******** sending her fiancee in to take her place and get the massage instead. Not once did ******** mention a panic attack and she was never abandoned, but actually helped by multiple staff members. 

  Her fiancee did not come in and ******** came back to the salon for her 12 pm hair appointment. Again, video footage shows her laughing and smiling at the reception desk. Once in the chair for her blowout, she then begins to speak poorly pf every employee she had encountered this day so far. She once again informs another employee that she drank too much at her future sister in-laws rehearsal dinner last night and was hungover this morning.

  ******** is now slandering my business by posting reviews to Google and reaching out to the BBB because she consumed too much alcohol and feels she should not be responsible for paying for her appointments. Again, thank you for your time and allowing me to respond to this complaint.

  My best,

  Joellen C******

   

  Customer response

  10/20/2023

   
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint. The whole comment on me smiling and laughing is simply irrelevant. I was trying to keep an upbeat attitude and remain calm in an unfortunate situation.

  I did vomit in the bathroom upstairs and had severe diarrhea which I didn't mention out of embarrassment. No one came to help me. I went downstairs multiple times, once to get my locker open and another to look for Cheryl/see if I could cancel both appointments. I blamed my illness on being hungover, but later learned I was having a severe allergic reaction.
  

  I am not slandering anyone's name, just looking for a response from someone. I spoke badly about the staff because they were not responding in an adequate manner. I can take down my review but did not say anything in it that was not true. What it comes down to is that I did not receive the service I paid for and should be compensated.

  
  Sincerely,
  
  ******** *********

  Customer response

  10/23/2023

  Hi BBB Team,

  At this point I would like to close out this complaint. I had submitted in the hopes that this business would be more compassionate as you can see is not the case. My hope now is that this does not happy to anyone else. It was extremely traumatizing and I honestly feel silly arguing over whether I got sick in their bathroom when I know the truth I shared is the truth.

  If you could please close out this case, that would be appreciated.

  Thank you,

  ******

*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. ↩