First off, I want to begin by saying that Erica's massages are absolutely amazing. I always feel comfortable, and she listens to my needs, and I always leave feeling 100% better.
Unfortunately, at my last appointment I had the worst customer service experience I've ever had anywhere. When I arrived, I was looking through the different products on the front counter that they sale. I asked the manager at the front desk how much the lip balm sold for. They were way overpriced, so I didn't purchase any.
When Erica came into the room, I could tell she was very uncomfortable. The manager had seen me looking at the lip balm earlier and said one was missing. The manager requested that Erica tell me that I needed to pay for the lip balm that I had taken. Erica felt terrible having to tell me but was directed by her manager to do so. I let Erica know that I didn't want to purchase the lip balm, and I hadn't taken any off the shelf. I have NEVER been accused of stealing anything in my life.
I was upset and in tears during the entire length of my massage. I couldn't get dressed fast enough so I could completely empty my purse to confirm that I hadn't taken anything without paying first. When Erica came back into the room, she let me know that another staff member had sold the missing lip balm. The manager had never looked in her sales system to see if someone else had purchased a lip balm before so blatantly accused me of stealing one.
A few days later I went to talk to the owner of the salon to let him know what had happened. He did apologize but I was never offered a refund or a free massage or anything. I won't ever go back to Westside Wax for any services. I am sad because Erica does such an amazing job. After my experience I would not recommend Westside Wax to anyone.