ComplaintsforHairByMason, LLC
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/05/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On Wednesday, August 30, 2023, I reached out via text to Hair By *****. ***** did my hair about 4 years ago and I wanted to solicit her services again. I sent her a picture of a style I wanted so I could check to see if it was something she could do. In the meantime, I went ahead and made an appointment for September 21, 2023. The cancellation policy indicated that you needed to cancel within 24 hours in order not to be charged a fee. I had to pay $25 for a deposit. I was fine with doing this because I knew I could easily cancel if she couldn’t do it, but I wanted it scheduled just to save the space. ***** texted me back and said she couldn’t do the style. She promptly told me that according to their policies I wouldn’t get the $25 deposit back. This all happened in less than 30 minutes. If you don’t have an account with them, you can’t see their policies. I do not have an account. I just made an online appointment, so all I have visibility to is the cancellation policy that says 24 hours. ***** stopped communicating with me and obviously doesn’t plan to refund my deposit. I think this is a deceptive business practice. She knew I was texting her about the style and she knew that the appointment was almost 30 days out. I don’t understand why she just wouldn’t give me my deposit back. It’s really the principle of it and I’m just tired of businesses getting away with taking advantage of the customer without any consequences. I would like my $25 back immediately.Business response
09/06/2023
Hello, I am responding to ********* ******’s complaint against me. Firstly, my name is not ****** *****. My last name is ***** but ****** is the owner of the salon I contract from. I have been a licensed hairstylist for over 15 years and this the first BBB complaint I ever received which comes as a shock to me. So let’s get into it.
I have submitted a link to a full video response to this complaint which shows evidence that **** ****** 1, did not fully read the details of the service or 2, chose to ignore the part that states that refunds are non refundable and non transferable. ****************
She made a claim that I stopped communicating with her which is false. I have provided a text thread which shows the last message in our thread being me reminding her of the deposit policy along with referrals. I assumed bc I did not receive a response that she understood and moved on.
In her BBB complaint ********* said she followed up and requested her money. I never received these messages. But had I received the messages I still would have walked her through the policy page and details of the service, as I many clients.
She also claimed that she could not see the policy because she does not have an account one the website, that is false as well. Everything on my website is public so you do not need to create an account/become a member to view the policy page or details of services.
Yesterday, I received many comments on all of my HairBy***** social media accounts (including YouTube, Instagram and Facebook) from ********* about her deposit. It seems that she has confused the cancellation policy with the deposit policy, they are not the same.
Unfortunately, ********* made a haste decision by booking a service but hoping to receive something completely different before giving me an opportunity to respond to her text inquiry. Had she waited for my response before booking and placing her non-refundable deposit, she would not have lost it. My policies and details of each service are very clear so this is an error on her end.
I have attached files from her harassing my socials, the service she booked, the details of that select service and the policy page.
It feels really unfair being attacked in this way, bc then what is the point of having a policy in place if it’s not being enforced? She says it’s about principle, I feel the exact same way. The rules are the rules for a reason. And I hope the serves as a teachable moment to fully read the terms and agreements before placing a deposit for any type of service.
I really hope this clears everything up and we can move on.
Thank you,
*****Customer response
09/15/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20556719
I am rejecting this response because:The website doesn't work as ***** depicts. We all know that sites can work differently based on the computer, seevers, cookies, etc. If it was indicated on the page that deposit was non refundable, I would not have booked the appointment. However the entire exchange took less than 30 minutes. To keep my $25 simply because she took 2 minutes to respond to a text and on top of that choose not to do my hair.
Regards,
********* ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.