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:04/08/2024

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 was given a gift card in the amount of $200 when I moved to Colorado. I was going to make an appointment, but the business closed. Can I get the $200 back?

• Initial Complaint

  Date:02/07/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Hello,
  I had an $85 a month membership with Ella Bliss Highlands Ranch in 2022-2023. They closed without warning to customers 9/2023. I sent an email to the company asking how they would handle refunds to customers - I had money left in my account with them from the membership that was never used for services. I got a response that they were working with a lawyer and would let me know. Never heard back, reached out via email 2/6/2024 and got a response that the email was no longer monitored. What is the recourse here for past customers who had money left on their accounts? We should be refunded. I am not positive how much is left unused on my account but my estimate is $200.

• Initial Complaint

  Date:02/02/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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 have a gift card and I want to use my gift card it’s worth $50 and now they have closed their business. I would like a refund.

• Initial Complaint

  Date:02/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 was a member of Ella Bliss Beauty Bar and paid into the membership on a monthly basis. Services could be redeemed for however much you had on your membership. . I called Ella Bliss to schedule a pedicure and couldn't reach anyone. I called each of their locations here in Colorado to no avail. Unbeknownst to me, the company had suddenly filed for bankruptcy and I have never been able to reach anyone to get my money back. Please help!! The following transactions occurred, but services were never rendered for these transactions on the following dates:
  
  Date,10/01/22 PURCHASE AUTHORIZED ON 10/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$73.00
  Date,08/01/23 PURCHASE AUTHORIZED ON 08/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$85.00
  Date,06/01/23 PURCHASE AUTHORIZED ON 06/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$85.00
  Date,05/01/23 PURCHASE AUTHORIZED ON 05/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$85.00
  Date,01/01/23 PURCHASE AUTHORIZED ON 01/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$73.00
  Date,08/01/22 PURCHASE AUTHORIZED ON 08/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$73.00
  Date,11/01/22 PURCHASE AUTHORIZED ON 11/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$73.00
  Date,12/01/22 PURCHASE AUTHORIZED ON 12/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$73.00
  Date,02/01/23 PURCHASE AUTHORIZED ON 02/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$73.00
  Date,07/01/23 PURCHASE AUTHORIZED ON 07/01 ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$85.00
  Date,09/01/22 PURCHASE AUTHORIZED ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$73.00
  Date,04/01/23 PURCHASE AUTHORIZED ELLA BLISS BEAUTY GREENWOOD VIL CO **************** Amount,$85.00

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 have been paying monthly dues to the salon of about $85/month for over a year. It was nearly impossible to schedule appointments due to lack of availability. I have been waiting almost three months for a massage which should have been today, only to find out the business is closed indefinitely due to a class action law suit. I got ZERO warning that the business was closed. No information. No attempt to contact and let me know I wouldnt be having an appointment. I have close to $300 worth of store credit thats just GONE with no explanation. I cant contact the company to figure out if I ever wouldve gotten the money back even with a cancelled membership. They continued to remove monthly dues until September of 2023. I do not know when they shut down as I was not contacted by anyone. I dont know what happened to my money! Im glad I checked online or I wouldve shown up to an abandoned building. Its extremely frustrating that they continued to take payments from my account but gave me zero warning or information that they were shutting down. Ive been trying to use my credits before cancelling my membership so I didnt lose out on my money but now its just gone. No refund, no communication. I feel like they stole from me.

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On June 10, 2023 I booked services for 4 people. I explained to *** all the services we were requesting, (told her my niece just had a baby and a massages are essential) and that the most important thing to us is the massages, we would go to any location. She said the ****** (Broadway location) has openings. She then called the ****** **** Bliss and spoke to the staff to insure the availability. I was able to book 4 massages, facials and pedicures, waxes with the staff member. On June 10th we go to the **** Bliss off of Broadway, and from the first sentence ******* was so very disrespectful. I told her we are here for our services and we were very excited to be here. She answered ***** services" with a look of disgust on her face. I then explained to her the services I booked for 4 people (I have it written down). She stated very disrespectfully there were no massages EVER booked and our services were all wrong. She went on to explain yes she is the manager but it's temporary, her main location is the *****************. She stated she doesn't like the ****** location, because they always "FUMBLE" appointments. Of course we were very upset at the discrepancy but her lack of empathy was the worst part. Mistakes happen, but when you have a lack luster attitude mixed with disrespect, you should not be a manager of a spa! We explained this to Chance the CFO/COO and he instead took the opportunity to state our party was inappropriate. **** BLISS BOOKED MASSAGES AND OTHER SERVICES FOR 4 PEOPLE KNOWING THEY DIDN'T HAVE THE COVERAGE. THIS IS BAIT AND SWITCH AND AGAINST THE **** When ******* realized we wouldn't do any of the other services she then begin to lash out stating "We didn't want to work on your party anyways". We are a party of minorities, she made that statement because of our race not our demeanor. We were naturally upset but, NEVER disrespectful.

  Business Response

  Date: 07/05/2023

  We understand that you may have felt disappointed and frustrated by the recent incident, and we would like to extend our sincerest apologies for any confusion or upset caused.
  
  After receiving your complaint, we conducted a thorough investigation into the entire appointment history, beginning from the initial booking on May 27. Our records indicate that there were no changes or modifications made to the services that were initially booked and confirmed the day before the service date. Additionally, we reviewed the video footage from that day to ensure accuracy. Our findings confirmed that our employee responded appropriately given the circumstances, including the inappropriate language and tones directed towards the staff. It is important to note that multiple members of your group crossed appropriate boundaries, and our employee was concerned for her physical safety.
  
  While we prefer not to address customer interactions in such a public manner, your numerous reviews (7 total at this point) have left us with little choice. We want to emphasize that there are multiple reasons why this interaction was deemed highly inappropriate, and we fully support how our staff handled the situation with calm and poise. They promptly provided you with manager information to address your concerns.
  
  We understand that there may be differing perspectives on this matter, but we remain committed to providing the best possible service to all our customers. We value your feedback and will take it into consideration as we continuously strive to improve our services.

  Please see the appointment history attached which shows the exact appointments booked. No massages were ever booked for this group and after talking with all floor managers involved in the booking, they confirmed they had told the group that no massages were available. They were directed to the Broadway location because that location had more facial and nail appointment availability. I would also like to note that we spoke on the phone with a member of the group who agreed their behavior could have been deemed a "emotional and elevated" and also agreed that the reviews were excessive. At the end of our call she assured us she would speak with the group to edit/tone down the reviews and remove a few of them. This never happened. 

  Please also note that the request for Refund does not make sense as this group was charged nothing at our facility. We usually have a late cancellation fee, which we of course waived due to the hostility and anger from the group in-store. 

  
  

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20190948
  
  I am rejecting this response because: ************ has made a deceitful,  dishonest, mendacious, and untruthful statements. When booking the reservations, I told the agent on May 27, 2023 my great niece just had a baby and massages are essential. The agent explained she had enough people for every service except the massages and would look around to other locations to see if there were openings.  She came back on the phone and told me the ************************* BLISS COULD SERVICE ALL of our request.   My great niece needed the massage to soothe/heal her body after child birth (NOT HER FACE).  I made that extremely clear.  We were a group of 4 family members.  This was supposed to be a family unwind day. **** Bliss's response also validates my concern that the company used the bait and switch tactic, by knowing they did not have enough massage therapist and tried to still get us to complete the other services. 

  This is extremely disappointing and illegal, but even more deceptive is the company is being dishonest about the services ordered.  Let's think about this logically.  Why would a family of 4 woman book services drive from Aurora, to ****** give credit card information (I booked this appointment), to then get to **** Bliss and say all the services ordered were wrong.  That doesn't even begin to make sense!  The reason they didn't charge my credit card for FOUR people's services is because they know THEY WERE WRONG AND SPURIOUS.  The truth will prevail, this company will be exposed for all of their untruthfulness and disrespect. This is your definitely bait and switch. BBB I do not trust this company and will now escalate my complaint. 
  
  Sincerely,
  
  *****************************