My Little Wax Bar

TELL THE ENTIRE STORY & OUR FULL RESPONSE!

Dom - as you're traveling & can’t come in so I can address your skin concerns please send photos of all affected areas (both arms & both legs) so I can consult with our dermatologist on what it could be. From the ONE photo that you sent it looks like there's some inflammation & possibly a histamine reaction. We do have recommendations for that listed on our webpage: What To Do For Skin Reactions: Addressing your comment that we're “unsanitary" - we take our services, experiences & client relationships with highest regard & very careful with our business. We DO NOT PUT MONEY FIRST our FIRST PRIORITY is Client Care/Satisfaction. Our beds are clean/sanitized before&after each client. We use clean table pape but because you were having multiple services done we used a sheet for comfort that ARE THOROUGHLY CLEANED WITH HOT WATER & BLEACH but because we use a colorful wax the dye in the wax does leave some stains on the sheets but we stated to you before your service that they were clean. If you were concerned of the sheet used we easily would have changed it out. Addressing the gloves “issue” - in over 10 yrs in business we have developed an irritation to using anything else but Nitrile gloves & unfortunately WE CANNOT wear anything except nitrile gloves as Latex/Vinyl irritate OUR skin. Had you specified to us of your allergy to Nitrile Gloves when making your appointment we would have looked at options of what we could have done before your arrival to accommodate you, but you only notified us of your allergy when you got here. It's my understanding that YOU suggested that we not wear any gloves at all so that's when Trish said she would contact me to let me know what was going on & made me aware of your allergy. I advised her if you were OK with her not using gloves (as it was just arms & legs & not intimate areas) she could proceed with the service but to be sure that she thoroughly washed her hands beforehand & that it was up to you if you wanted to continue. Because it was mutual consent she proceeded with your service & made sure to wash her hands throughout which is why it took longer than expected due to the accommodation.
Addressing your skin irritation: The skin irritation that you have has nothing to do with nitrile gloves as gloves were not used at all. Hair is on our bodies for protection & skin is our first line of defense from bacteria/germs invading our bodies. When skin is exfoliated/removed (dead or alive), scratched/pierced/punctured/cut, etc. there is a risk of potential irritation & it will produce an inflammatory effect to try to protect itself. THE ACT OF WAXING DOES NOT CAUSE BREAKOUTS but breakouts can occur for many reasons: sensitivity, allergies to the wax itself, bacteria that enters the open pores, or getting a mild sunburn. I sincerely believe we did everything within our professional ability & responsibility to inform, prepare & provide a service & atmosphere that is compliant in protecting our clients. You were pleased with the immediate results of your services & customer service. We were very careful, compassionate & professional with you as we are with every client. If you were displeased with the results of your services & at the immediate conclusion, disclosed that you were not happy we would have gladly not charged you. That is a reasonable & possible outcome for any patron who enters a business seeking a product or service. CONCERNING A REFUND: You stated that your brow lamination service was fine & that you tipped very well (which conflicts with your second message of your experience seeming “unsanitary, chaotic, & unorganized”) so why are you requesting a full refund & state that you are disputing the full charge? We did our part in making accommodations for your sensitivity, provided the services requested & you were happy with your esty which is why you tipped her well. As stated on our website we do not issue cash refunds but in this case your displeasure with the services & immediate finishing-result is not the issue. Your issue is an allegation that accuses us of “causing” your arms & legs to react in a breakout that is very common as stated on our website & intake form. This at its core, blames us for being negligent in our business practices. We can’t compromise the integrity of my business practice & professional reputation, trust of our clients & any future relationships we may establish by allowing this allegation to blemish our “clean” record. For all the reasons listed in this letter I feel a “full refund” is not appropriate. I hope this does not offend you as I have taken my time to carefully consider all angles of this matter so that all bases are covered in my response. I am very sorry that your post waxing experience was traumatic to you but am grateful for your recovery. Please feel free to contact me if you have any other concerns. Sincerely & all my best, Felicia

We are sorry that you were not happy with your lift. You expressed that you did not wanted “curled” lashes and wanted them more “uplifted” so we used the lifting shield as opposed to the curling rod. You showed us an example of a prior clients lift from over 5 years ago who had much shorter and finer lashes than you and said you wanted them like hers and you were told that yours were longer and they may not turn out as hers did but we would do our best to make sure they didn’t over curl. The “tape” that was put on the outside corner of your lashes was not “industrial tape (we don’t have industrial tape) but was “soft medical tape” to try to push the outside corners outward because you said they were not flared out enough so we asked you if you were ok with leaving on a very tiny piece of tape for about 20 minutes. You said you were fine with it so that’s what we did. We don’t just leave tape and products on our clients because we are negligent. You consented to it.

In the end your lashes were actually beautifully lifted and not at all over processed and damaged. But you didn’t post those photos to show the work. We communicated to you the proper aftercare which was to avoid exposing to water for 24 hours, to sleep on your back the first night to avoid smashing them since they do continue to process over the next 24 hours, and to be sure to use a lash conditioner to keep them moistened since it is a perm solution and does dry the lashes out which we offered you.

So Yes when you called 2 days later to complain about your lashes we offered you to come in to give you a conditioning serum “on the house” that would help to soften them and offered you to come back in a few weeks so that we can do a re-do free of charge. So we did our part in trying to correct your displeasure. But your lashes are not damaged and unless you have not been keeping proper care we do not know what you have done after you left our salon.

Our website specifies that we do not give cash refunds. We did the work, spent the time, went over and above to make you comfortable, and had you expressed that they were “worse than when you came in” we would have not charged you for the service. But you did not say that you were not happy with them AND you didn’t have to leave a generous tip, but you did.

Should you still want to come in for the complimentary serum we are happy to still give it to you.