Business ProfileforVerbena Salon & Spa

Lied to me that I can reschedule my appointment and then kept money afterwards to say this was in the fine print. I scheduled an appointment on Friday for a wax. Anticipating my hair would be long enough to wax. I emailed the company at 9:04am the day of the appointment to ask if I could reschedule my appointment as my hair was not long enough to wax & work needed to keep me later at appointment of 5pm. Had they said, if you cancel your 5pm appointment, we will charge you for half of the booking charge, I would have made my appointment. I had offered that I might not have long enough hair for the wax appointment and if I showed up, would she have offered to reschedule since it was too early? I believed this email correspondence clearly addressed this early enough for her to call in another appointment and we were ok to reschedule. They responded "I went ahead and canceled your appointment for this evening. It looks like as of right now, Miriam's first availbility would be Wednesday at 5pm. She has availability Thursday afternoon. (Yes, with a typo in it.) Thanks, Guest Experience Team I noticed they had not refunded me the online booking fee, and I have a loaded card for multiple waxes so they should ask me to enter a code for having this on file rather than charging me additional charge since the last time I was there, they had to refund me for this online charge since it was in excess of what I already paid to get a multiple wax card on file. They said they won't refund me. They say there is a 24 hour time frame for cancellations. This was not discussed at my 1st request. I didn't know if this would be charged which is why I asked them to begin with & was lead to believe I was going to be rescheduled. No mention of charging me for not being able to attend in advance. I asked for a refund of my multiple wax service I paid for in advance as since every time I have to pay to book. They refuse. Company should've notified me they charge if I cancel in advance.

Ms. C*****
Unfortunately, like I stated prior, we will not be issuing a refund for this cancelled appointment due to you cancelling outside of the 24 hour time frame. When you provide your credit card information at the time of booking, you are agreeing to the terms of our cancellation policy that if you do not cancel within the guidelines of the policy you will be charged accordingly. However, we are going to proceed with the refund of your series package. Unfortunately, the system does not allow us to refund series, so we are unable to process your refund back to the same card you used. Therefore, we are going to give you the refund in cash instead. You paid $312 for the series of 5, and you used one session already which will bring your refund total to $250. Your cash refund and receipt will be available up at the front desk, and you will need to sign a refund receipt when you stop in to pick it up acknowledging that you were given your refund as well. As of today, October 19th, 2022 we will no longer be able to offer you services. It has come to our attention that we are not a good fit for each other, but we would still like to thank you for your business over the past few months. We wish you all of the best for the future.
Thank you.

The complaint was that I would not have cancelled my appointment if I knew that requesting to reshedule would cost me. Prior, to book online, I had to pay a charge online since their database does not know I already prepaid for multiple visits. If when the morning before they opened I emailed I was working they specified that I would be charged to reschedule, I would have kept the appointment even if I was concerned hair had not grown out fully for the service. Then in person she could have addressed her concern if I was not hairy enough for her service. No one said they would charge me when I was in coorespondance of rescheduling, which they should have before cancelleing my appointment. I was inquiring of options. The cash they left in an envelope did not include a statement of billing. That was also unprofessional.