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:01/23/2023

  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.

  My sister and I came here for a pamper morning before my shower. I am 100% certain the majority of people employed here (including the owner) in this facility is liscenced. We got our make up down by two completely incapable and uneducated individuals that had unsanitary utensils for makeup application which resulted in me breaking out in a rash and hives all over my face less than 24 hours after my encounter here and I have pictures to prove. 40 minutes into my session, after a 20 minute primer application?? Which is unheard of- my makeup artist insulted me repeatedly and then did not attempt to provide the service requested..instead she insulted me telling me it wasn’t possible and decided to do things her own way I, after I repeatedly told her what she was applying to my face was not what I wanted. After realizing she was using the same brush for multiple applications of different items and that she was essentially coloring my face with smudges of previous colors making me look like a clown, she replied “nice catch” and the applied rubbing alcohol to my eye lids..sadly, the owner who did my sisters makeup also did a poor job and offered absolutely no concessions…instead tipped herself and her employee 20% on a service they weren’t able to provide due to a lack of professionalism and adequate credentials. This owner is scamming people and I demand she refund the money for both makeup sessions seeing as how they were unable to perform the task and my sister and I both ended up having to do our makeup ourselves. Those services should have been not charged/refunded on the spot. Shame on you.

  Business Response

  Date: 01/30/2023

  Hi, I’m sorry you’re upset about the services we performed for you both. Respectfully, none of the endeavors, acquisitions, or implementations that we are being publicly scrutinized for took place. Upon arrival, the responsible party who booked the appointment (****) asked for a timeframe and she was advised that it would take 1.5 to 2 hours to complete their respective services booked. ******* had her hair done first while **** had her makeup done simultaneously. Before applying ****'s make she was advised what kind of make that we would be using, which is mineral makeup the kind of finish that it would provide as a dual mineral foundation powder, that we would color match her, etc., she was asked if she had an inspiration picture and we went through several pallets to make sure that we were on the same page. **** stated that as she is pregnant with her fourth child and that her skin was very dry, she breaks out in hives frequently and she thought that her skin was reactive to being stressed out in her travels from Florida while leaving her three ill children at home. 
  
  The makeup application was very sanitary, my hands were sanitized, and the makeup was scraped from the makeup pallets onto a clean and sanitary pallet using all clean brushes from the pallet to her face, her lips were very dry, and took extra care to help gently exfoliate and hydrate them. **** requested that she have full coverage of what she referred to as her "pregnancy acne and hyper-pigmentation " which we did. Once everything, but her lashes and lips were complete, she stated that the makeup felt heavy and she wanted to wash it off. **** was provided with an Aveda cleanser and moisturizer. **** was offered tinted Moisturizer as an alternative to giving her a more Dewey look, after she then stated that was her preference, her sister, ******* stated that **** could use her Channel Foundation, which was applied to her face, she said that her skin is behaving in a certain kind of manner, so I suggested that we let her skin rest at which point we did her hair, which she was happy with and that we would revisit her makeup after doing her hair. Once her hair was complete, I said let's finish your makeup and she stated that she was going to leave her face alone for a while, she was asked if there was anything more that we could do and she said no, she was going to let her face calm down and needed to go get an outfit from Anthropology as she did not have time to do this before her trip to Charleston, she checked out, she asked me if she could leave a gratuity and was told that we could do an auto-gratuity of 20% charged to her credit card on file (per her request) or whatever she would like to do, she said that's perfect, thank you and left to go to Anthropology. 
  
  Once again we have preformed all of these Aveda services for over 14 years and have an impeccable services history. Our goal for every client is to do the best we can by providing them with the best Aveda products & experience we can offer. 
  
  Linzie 

• Initial Complaint

  Date:11/29/2022

  Type:Product 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.

  I made a hairdressing and make up appoint at Lordis Loft Salon & Spa on August 7, 2022, for December 31, 2022. Total price $240. On November 26, 2022, I called to cancel the appointment and was told I could not cancel and would be charged. I asked why and they said due to date scheduled. The receptionist said, I told you when you booked and it is stated on the website. I said, I don't remember you saying that when I booked and I then looked at website. The website clearly states a 48 hour cancellation policy.
  
  I called back and reminded the receptionist of the stated cancellation policy and they said I had to pay it. Then I was sent reminders for the appointment via text.
  
  I have included a screen shot of website posted policy, text messages received after cancellation.

  Business Response

  Date: 11/29/2022

  
  Thank you for letting us share our side of this true story.  Ms. ******** *** **** contacted us on August 8th, 2022, and wanted to book her appointment on New Year's Eve 12/31/2022. She inquired about booking a Hair & Makeup appointment. Before taking her reservation she explained over the phone our very strict booking policy. " In order to book with us we will require a first name, last name, phone #, and address, and secure the reservation with a credit card. Because this is a pre-holiday day we will today upon booking your reservation charge your credit card a 50% retainer and there is NO cancelation. Are you willing to accept these terms and conditions? It is obvious she said yes as we received all including the 50% retainer on that day. 
  
  On November 26th, I got a call from Mrs. Cathleen and she told me that she needed to move her appointment to a much earlier hour 9.00 am than what she scheduled it for. I explained to her that this was unfortunately impossible as you can clearly see that we are fully booked for the wedding at that time. She then got very upset and asked me to cancel the appointment. I referred back to the said terms and conditions she agree to. She then again got very upset and told me she owns a business and she would post a google review, contact her credit card company and stop the charge, and many more things.  Today we received a very nice phone call from Daniel from the BBB who mentioned that in the past 14 years have never received any complaints. We run a very ethical business it is unfortunate that Mrs. **** is not getting her way (again we are fully booked earlier) and wants to adhere to the said policy while she is trying to find any loophole and is claiming what is posted on the website ( that is not applicable to her) WE DO NOT CHARGE ANY CLIENTS 50% retainer unless they book a special day or event. Again A) we took a 50% retainer B) this is a pre-holiday day, and why we stated the no refund and read her the terms and conditions for this specific day.
  
  At this time we apologize in advance for receiving this complaint and are sticking with the terms and conditions. We wish we could have accommodated her and we would however we cannot tell the wedding client before her that we cannot adhere to the terms and conditions we have with her to accommodate Mrs. **** who 3 months 19 days later wants to book for an earlier appointment not considering that all clients before her have agreed to the terms and conditions for this specific day. 
  
  Thank you,
  
  Linzie 

  Customer Answer

  Date: 12/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: per my conversation with Lordis Loft , they stated I was responsible for the full $240 payment.  They did not offer a 50% reduction in the fee and rudely stated, "You made the appointment and are responsible to pay for it." Also the receptionist stated the cancellation policy is on our website.  After reviewing the site several times, it does not state New Year's Eve bookings are handled differently outside of the 48 hour cancellation policy. 

  I have never complained to the Better Business Bureau before and have never done business with a company that blames the customer for booking an appointment. Also, they are not adhering to their published cancellation policy or acknowledged my cancellation.  

  I want to thank the Better Business Bureau for your prompt response and attention to this matter.

  Thank You so much, 

  
  
  
  ******** * **** ****

  Business Response

  Date: 12/01/2022

  Thank you for your reply Mrs ****,

   

  We are NOT offering a 50% reduction. Please read the reply I provided before and it states you are responsible for the 100% factual agreement you made upon booking your reservation. Please be honest with yourself and your comments. There seem to be many of the statements you are making that are untrue. As per the agreement you made at this time you will be charged the said final balance of 50% if you do not show up for your appointment. On our end once again we would love to do anything to accommodate any clients however again 3 months plus after you committed to the appointment and time and now want us to cancel a wedding so that we can change your time would not at all be fair and ethical for those clients. Our deepest apologies and if anything changes on our end and can accept the appointment to be moved to 9.00 am, we will surely let you know. We highly doubt this will be the case as we want our clients to adhere to their agreement and we surely have to do. The wedding stands and is confirmed with their 50% retainer just like yours. Again we wish we could have done anything for you but business is business and our hands are tied by being ethical to the wedding client and you with the times you booked for. 

  Linzie