ComplaintsforNY House of Hair

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My daughter made an appointment w this company. They ask for a credit card to book appointment. You have to check that you know their cancel policy which includes a $65. Charge if you don’t come to appointment. The appointment was for my daughter ****** ****** She said she tried to cancel through square site. They automatically charged $65 to her account. When I called Saturday to speak to manger “ she was busy with a customer “. Il left my number and was told I would get a call back. later the same day Saturday I called again to speak to someone. - again I was told “she is with a customer and will call you back “. They close at 4:30 and now it is 4:50 no call . If you’re going to charge a customer $65 ( which is a very steep price for hair in my opinion) at least have the respect to call your customer who has a concern. My daughter did try to cancel that appointment bout they don’t want to take the time to listen. As far as the $65 no show no call charge this is not disclosed on their site until you actually make the appointment. It should be written very clearly. I would appreciate a refund of $65 to my daughter’s account as she did try to cancel the appointment. But the salon would not hear me out or even let me talk w someone in charge. Thank you ****** ***** in reference to ****** ***** from services not provided but charged by Ny House. Of Hair 12/2/23

  Business response

  01/05/2024

        We appreciate you bringing the concerns outlined in Complaint CID: ******** to our attention. Upon thorough investigation, we've identified the situation regarding ****** *****' appointment on 12/2/2023.
  Exhibit A and Exhibit B shows that ******* who we understand the be the daughter of Mrs. *****, scheduled an online appointment, acknowledging and agreeing to our policies, including the No Show fee. Despite her booking, she did not attend the scheduled appointment, and our records indicate no communication regarding cancellation.
  We have reviewed security footage, the register, and communication logs, confirming ******'s absence and the lack of cancellation notice. Consequently, our system automatically charged the No Show fee, consistent with the agreed-upon terms.
  Our team attempted to reach Mr. ***** after she called us. Despite our efforts to return Mrs. *****' calls (Exhibit C), we were unsuccessful in reaching her. We understand the importance of our team's time and have implemented the No Show policy to protect their schedules and income.
  Likewise, we do also understand that this may have caused frustration to Mrs. *****. Our customer experience is our prime fundamental principle and we stand proudly to offer all our guests the best of experiences. To address the situation and alleviate any further distress, we would gladly offer a $65.00 credit towards any future eyelash set services for ****** *****. This credit will be automatically applied to her account. 
  We appreciate your understanding and value your continued partnership.
  Best regards,

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