always enjoyed customer service, nice perks, full service
Three words describe owner Elisha: bat sh*t crazy..
Three words describe owner Elisha: bat sh*t crazy.
I have been coming here for two years and I have always enjoyed their service and even wrote a positive review about it, but after what happened to me today I am compelled to write the most negative review on my experience.
At my last appointment, I was asked if I wanted to pre-book my next appointment, I hesitated, but was assured that I would receive a courtesy call and would be able to cancel or change it at that time. I got a call and message on Friday, but wasn't able to answer or return the phone call.
When someone else from Get Waxed called again today on Saturday, I told them that I wasn't able to come to the appointment today and it was pre-booked from last time. Then the person told me that I was going to be charged for the full service if I didn't show up because they have a 24 hour cancellation policy and they would charge my credit card on file. I told her that was totally unacceptable. I had been a loyal customer for over 2 years and this was the first appointment I ever missed and I was unable to call them back. I told her that I wanted to speak to Elisha, the owner, regarding the matter.
I get a phone call from her a few hours later and explain to her that I was unable to go to the appointment, that I pre-booked and was told that I would get a courtesy call, but I was unable to answer or call back on Friday. She told me was going to charge my credit card anyway because I knew their policy. I reiterated that I had been a client for 2 years and that this was the only appointment I have ever missed. She retorted with since I was a customer for two years I well know their policy and she was going to charge my credit card accordingly. I was pissed. Then she went on some tirade that she gives back to the community and gives away so much stuff for free and gives Venice discounts (which doesn't matter to me since I don't live in Venice) but that she was a business owner and she needed to make money.
Yeah, that's a great idea to make money! Charge people for stuff they didn't buy! Great business plan!
I told her that she had nothing from me in writing that authorized her to charge my credit card. Again, I reminded her of my loyalty over the years and that she had no idea what was going on in my life that I was unable to call the salon back or miss an appointment that to me, was not confirmed. She then wanted me to tell her! Um, what? She kept saying, "I treat my customers with kindness and you are not treating me with kindness." No, I'm not because you are charging my credit card for a service I didn't purchase without my authority. She then said, "Well, I have a verbal agreement with my clients and I didn't know I had to have something in WRITING." She then went on to say, "Fine, if you didn't give me authority in WRITING, and you're going to take me to court, you know what I'm going to do Elizabeth? I WON'T charge your credit card in exchange for you NEVER coming back here again."
I told her she had excellent customer service.
I have been going to high end salons for years, I have even worked at one and I have NEVER heard of such a ridiculous policy of charging people for the FULL SERVICE if they don't show up to an appointment on a credit card on file that does not have written authorization to be used without the owner present. Who cares if Elisha gives back to the community and recycles? She's running an unsound business and then yelling at her loyal customers.
I feel bad because the people who have waxed me there are really top notch. But I can't go back to a place where the owner yelling at clients for questioning her unsound business practices.
Your frustration is understandable, but you should know that Elisha's policy is standard at most spa's and cosmetic institutes. Her courtesy call was a "courtesy"...a reminder that you had an appointment on the book. Unfortunately you were unable to use that opportunity to cancel your appointment in time.
the best. if you get regular waxes (or are considering becoming a first-timer), this place is a gem. it's affordable, totally sanitary (they don't double dip and are fond of reminding you of that), plus they're super friendly and reassuring. and they give 10 percent off to venice residents and have a rewards card, which are nice perks.
Intimate Venice waxing studio goes beyond green services with eco-friendly business practices and products..
Inside this small, tranquil studio, clients are waxed one at a time. A closed door means that a session is in progress and patrons are welcome to wait outside on the cozy sidewalk chair. Services range from Brazilians to brow shaping, and the studio prides itself on never double dipping. In addition to green business practices (think energy-efficient lighting and recycled marketing materials), services feature soothing organic products and no harsh chemicals.
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