ComplaintsforEuropean Wax Center

• Initial Complaint

  08/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Each appointment I have the service gets worse and worse. I keep returning thinking maybe its a fluke, but the bad service is extremely consistent. I feel like since I have purchased the Wax Pass, I am treated like a second-class citizen since you already have my money. EVERY time I show up for an appointment, I am at least 10 minutes early, so I can be called back ON TIME. This last visit I waited for over 30 minutes PAST my appointment time, only to still not be called back. I am always called back at least 10 minutes past my appointment time, despite arriving on time or early. I feel like since I am not paying for new services or products every time, I am treated poorly. **************** at this location is severely lacking and when I walked out a couple of weeks ago they acted like they didn't even care. This location also "lost" a $20 gift card that I earned when I purchased the wax pass during a promotion. Then they tried to tell me I could only use a "Store credit on products"....that is not how a GIFT CARD works. Im entirely disappointed at the decline of service and the employees unwillingness to care.

  Business response

  08/22/2024

  Hi there,

   

  Thank you for reaching out and your BBB submission! We have shared your feedback with upper management of the center. Per upper management- (We have tried to call this guest several times to rectify the issues, and she does not return our call.  She hasnt visited this location since April and her wax passes are being used at another location and is almost completed.  We did try to speak to her in April when the first issue came up at our location and she did not respond.)

  Please feel free to reach back out to the center directly as they would be more than happy to further assist!

   

  Thank you!

  Customer response

  08/26/2024

   
  Complaint: 22099239
  
  I am rejecting this response because: I have visited the ************* location since April, on July 18th specifically. Where I waited 30 minutes past my appointment time and ended up walking out after I was never called into the waxing room. I chose another location due to feeling mistreated. I have received voicemails from the business, but they call in the middle of the day when I have a full time job and am unable to answer. When I call back I am told the manager is no longer available for the day. I still feel as if I am due compensation for being mistreated and the mishandling of the situation in general.
  
  Sincerely,
  
  *******************

  Business response

  08/28/2024

  Hi there,

   

  Thank you for reaching back out to us and we appreciate you sharing! Please feel free to follow up with the center directly and verify the best time and day to contact you to better assist! You also have the option to communicate with management via email. You may also submit a contact us form and add the best way to contact you: *************************************************

   

  Thank you,

  Guest Relations 

  Customer response

  09/02/2024

   
  Complaint: 22099239
  
  I am rejecting this response because: I have already attempted to reach out to the wax center and customer service and have not received a response from either. I keep receiving emails with the subject "thanks for helping us close the loop" as if I had been contacted by someone, and I have not. It appears the business is attempting to make it look like they have done what they are obligated to by "closing my case" and there has been 0 attempt at a resolution. Compensation is necessary. A credit card chargeback will be my next step if my issues are continually ignored.
  Sincerely,
  
  *******************

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 22nd, 2023, I got a wax service at my local European Wax Center, which is a corporate branch. Following the service, I asked to pay a 20% tip to my waxer, which would come out to $20.20. The front desk attendant asked me if I wanted to purchase a bundle of wax passes. I said "no thank you". She continued to let me know the benefits of the package, which I acknowledged with "okay". She then asked me if I wanted to put the charge on the card on file, and I thought she was referring to the tip that I had asked to pay, and said "yes". At no point did I ask for the wax passes or change my mind. I had already been looking into making the switch to laser hair removal at the praise of a family friend, so I knew I probably would not use EWC in the future. I had to get on a plane shortly after to attend the Army's ********************* in ********, and it wasn't until I was in ******** that I saw a charge for $904 from the European Wax Center.As stated, I then had to spend a month in training, then had a month and a half of further travel for family visits planned (*****************, ******, **************). I called EWC guest services and was never able to get a human on the phone, and submitted a comment on their website to request the refund. I called the store branch I used, the attendants did not have the capability to cancel or refund, and informed me that I would have to wait until the manager was in. Upon my return to *******, at the end of December, I visited the location in person, and was again told that they would pass the message along to the manager. When the manager finally did call me on January 25th, 2024, she informed me that I could only get store credit, or transfer the passes as a gift to a friend. So essentially, $904 lost for a service I will not use, and said "no thank you" to.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I started going to European Wax Center and was sold on purchasing a wax pass. Each time I have visited my location, I have received a Brazilian or Bikini Full. My first wax pass finished so the manager at the location asked me if I would like to purchase another one, I confirmed with her is it the same deal and for the same thing, she said yes basically getting 4 for the price of one and I agreed to purchase another one. Upon what I thought was my 2nd appt under this renewed wax pass, at the end of my visit the receptionist asked me if I wanted to purchase another wax pass, I thought that was strange since I had just recently purchased one but I second guessed myself and thought maybe my timeline was wrong and I was on my last pass from my renewal of the second wax pass and just decline. I leave and see ** charged the full price of a wax and immediately go to my email and it confirmed that that my timeline was right so I go back to the store and deal with a very flippant receptionist who took 30 minutes to realize that the manager who renewed my wax pass renewed it under the wrong code of a bikini (L) and she basically tells me too bad, too sad and theres nothing that can be done. Now here I am a month later trying to get some sort of resolution or compensation and being told that because of an EMPLOYEES ERROR that Ill either have to pay again to correct it to the bikini full or if I cancel can only receive store credit and be charged $25. I am constantly given the run around by individuals cause Ill miss a call and immediately call back within seconds and told I cant speak to the manager and theyll take a note down for me. I have tried emails and nothing. I regret my decision to ever come here and should of listened to friends and family and avoid this place like the plague.

  Customer response

  09/29/2023

  Exact location was *******************************************************************

  Business response

  10/03/2023

  Thank you for contacting European Wax Center HQ. Our centers are individually owned and independently operated, therefore, any questions regarding cancelling your Wax Pass will need to be directed towards the center of purchase. You can submit a cancellation request here: ***************************************************.
  
  Below you will find a copy of our cancellation process, which is also detailed on our website at ************************************************ under Policies.
  
  30-Day Cancellation Policy
  Should you decide to cancel your Wax Pass within 30 days, European Wax Center will charge you full price for the visits you already used and issue a refund for any remaining balance due.
  
  After 30-Day Cancellation Policy
  Should you decide to cancel your Wax Pass after 30 days, there is a $25 cancellation fee. European Wax Center will charge you full price for the visits you already used and issue a store credit for any remaining balance due.
  
  Transfer Policy
  Should you decide to transfer your package from one service to another, European Wax Center will charge you full price for the visits you already used and apply any remaining balance due toward your new Wax Pass purchase. We do not charge a fee for transferring a Wax Pass.
  
  NOTE: Wax Pass may not be transferred from one guest to another.
  
  Thank You,
  Corporate Guest Relations

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a prepaid wax pass on April 8th at this location. The way it works is that I will be charged a sum monthly to make my visits less expensive in the long run. I was told that I had 30 days to cancel it for a full refund. Today is May 1st and I've yet to be able to cancel my wax pass. I changed my mind about the wax pass the very next day after running the numbers on my own and called the center every day for over a week. Time and time again I would be told that only the manager can cancel wax passes. She was never in. I would ask her employees to leave notes and they would tell me that she chooses what notes to read and what notes she wouldn't. I even went in person on a day and time I was told she'd be available and she wasn't in. I waited throughout all of my lunch break for her to return and she didn't. I left a handwritten note at the front desk urging her to call me and she didn't. Since I didn't want to be charged for this the following month and because I was so frustrated by the manager's blatant lack of respect, I followed up with corporate. I sent multiple emails and most of them went unanswered; the ones that received responses were just to tell me that management at that center were in charge of responding to complaints. I was told that the matter would get elevated to upper management and then recieved no more responses after that. I don't know what to do anymore if not even corporate can assist me. All I want is to have my wax pass cancelled. I don't even want a refund at this point, I resolved that end with my bank through a dispute. I just want my pass cancelled so that I can ensure that I won't be sent to collections when I don't pay. I don't want this service. I tried asking for a refund immediately the next day. I was ignored time and time again. Someone here needs to take accountability.

  Customer response

  05/01/2023

  Hello,

  Thank you for your response. My address is *************************************************************************************. The address of the company that I dealt with is ***********************************************************. It is a European Wax Center. I am attaching a screenshot of my account showing that the wax pass is still active, as well as some screenshots of the emails I've sent detailing the dispute that have repeatedly gone unanswered. 

  Thank you for your time and please let me know if you need anything further.

*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. ↩