ComplaintsforCarson & Co. Salon

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Carson and Co Salon charged me $175.00 cancellation fee when I attempted to cancel prior to the 24 hour requirement. They send a text that only has an option to confirm so I didn't click the link. I called the phone number on Sunday, there was no answer. I called twice on Monday let the phone ring over 10 times and when it answered it was an automated message that said to enter your security code. I then researched the website and couldn't locate a way to connect, so I entered through the new customer page that had a box for free text and explained that I had been trying to cancel because my husband was in the hospital and I had been unsuccessful. Keep in mind this was 23 hours and 40 minutes from my appointment at 2:30 pm the following day. This was literally 20 minutes shy of 24 hours. The manager responded that they were charging me the full amount. They claim they were open, she could have called, in her response she could have asked me to call in. Nothing. The following morning my bank was charged $175 for a service I didn't receive or authorize.

  Business response

  08/22/2023

  ************************* had made an appointment with the salon and contacted us within our 24 cancellation period. We have our cancellation policy listed on our website and you have to click a box online before booking an appointment to agree to the policy. We have this policy in place to protect our employees and give them ample time to fill the missed service. In the service industry this is a standard policy, service providers are only compensated when a service is performed. If a customer cancels last minute it makes it very difficult to fill the 3 hours allotted for them. I have attached images of our cancellation policy on our website and also where you can cancel your appointment. In the images ***** submitted, you can see she has a missed call from the salon on Sunday where our phone number is listed in red. We call our customers 48 hours before their appointments to give them a chance to cancel, also send them two texts 72 hour and 48 hours before their appointments that give an option to cancel. ***** did not respond to our multiple confirmation texts and calls and emailed us within our 24 hour period. We feel we do our best to give all our customers ample time and attempts to cancel. 

  Customer response

  08/22/2023

   
  Complaint: 20454850
  
  I am rejecting this response because it is not accurate, I did not make this appointment online, it was a schedule from my previous appointment.  As soon as the system called, I called back and let the phone ring so many times that a system came on that said to enter my passcode or something along that line.  On the reminder that is texted, it only allows you to confirm the appointment not cancel the appointment and there was no where on the site to cancel.  I explained this over multiple times.  I was 20 minutes shy of 24 hours and that was after attempting all the other methods and I initially called Sunday after the call, figured they were closed and I would try again on Monday.  My husband was in the hospital so you would think a little compassion would go a long way.  I have provided the multiple attempts to cancel and if it was as easy as hitting a button, why wouldn't I of done that?  It's not logical.  I produced proof of my attempt to cancel and 20 minutes in no way would equal a full $175 cancel fee.  They had more than enough time to fill the chair.  

   

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

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