Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am providing this complaint with detailed information about my experience to ensure clarity and facilitate a resolution. I paid a total of $1344.70.The issue began with a misunderstanding during the free consultation in March 14th 2024. I was told that my first session would be free and that purchasing a package would result in me paying for five additional sessions. However, I was charged for six sessions. During the treatments, I noticed uneven hair growth in lines, which persisted despite completing all sessions. I raised this concern after my fourth session but was told by the technician that it was normal, despite visible evidence of missed spots. Before my final session, I showed pictures of the issue to the manager, who confirmed some spots were missed and assured me it would be addressed. The manager then took my phone to the back and appeared to speak with the technician about the matter. When the technician returned, it felt as though she had been instructed to ensure the job was done better this time. However, the experience during the session suggested a change in attitude, as the technician seemed frustrated or upset. This shift, combined with the lack of communication before starting the laser and the painful result of scabbing on my shoulder, left me feeling uncomfortable and dissatisfied with the service provided. This sequence of events highlighted a breakdown in both communication and service quality. The uneven results, coupled with this negative final experience, left me dissatisfied and unwilling to return for further services. I hope this detailed account of my concerns will help in resolving this matter appropriately. I have added photos attached showing proof. Due to the embarrassment, I shave my back regularly now. However, if I were to not, the hair lines on my back and areas missed would have been visible. I am arguing that the service was not properly provided and want a refund, as I did not receive the full service as advertized.

  Business Response

  Date: 19/12/2024

  Thank you for bringing this matter to our attention. At WAXON, we are committed to providing exceptional service and ensuring our clients are satisfied with their experience
  
  The client initially visited us on April 24th for a complimentary consultation. During this visit, we explained the laser hair removal process, conducted a patch test, and informed him about our promotion for a complimentary laser session. The client was pleased with this offer and received the free session on March 15th.  
  
  On April 29th, the client returned and purchased a package of 4 laser sessionsnot 6 as noted in the complaintand opted for our convenient payment plan. Over the course of these sessions, the client experienced considerable hair reduction, as evidenced by a photo of his back that he shared with us during his final session on October 2nd. We reviewed the photo with our Laserologist to confirm that all areas were appropriately treated.  
  
  At that same appointment, the client requested to split his final payment into two installments. While this is not a standard option we offer, we accommodated his request as an exception to ensure his satisfaction. After the completion of his sessions and payments on October 2nd, the client did not express further concerns or dissatisfaction until we received this complaint.  
  
  On December 19th, we reached out to the client personally to address his concerns and offered a few complimentary sessions as a gesture of goodwill. The client expressed that he would think about the offer and get back to us.  
  
  We remain committed to resolving this matter amicably and encourage the client to contact us directly if he has additional concerns or wishes to take advantage of our offer. At WAXON, our priority is to provide solutions that support our clients needs and ensure their satisfaction.  
  

  Customer Answer

  Date: 30/12/2024

   You guys offered to give me a few sessions in order to resolve the issue. 

  
  

  Im not sure I feel entirely comfortable coming back. Would it be possible to do a partial refund instead? 

  
  

  I look forward to hearing from you.

  
  

  Best,

  Alif

  Business Response

  Date: 07/01/2025

  We got in touch with the client and he accepted our offer for a few complimentary services.  We are just waiting to hear back from him for his desired time to book in.

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Alif Abdourahman