Airycreationz Reviews (%countItem)
Airycreationz Rating
Address: 6811 Kenilworth Ave 500 E7, Riverdale, Maryland, United States, 20737
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I made a appointment with the stylist for 10/5/2019 at 130 pm. I was unable to make the appointment so I texted her to cancel the appointment on 10/4/2019 at 1235pm. . She said ok and tried to accommodate me with another time. On 10/5/1019 she texted to see if I could make 10/6/2019 at 9am. I told her I would check and let her know. At 1028am I text her that I couldn’t make that appointment. At 121 pm I received a email saying I was charged a cancellation fee. I called her she acted as if she new nothing about the fee and said she would call me back. I sent her the email and the screenshot of my bank account and called her back. She asked why did I cancel the appointment and that it was the fee for the canceled appointment. She refused to send me my money back or explain how she could charge me for an appointment she made and canceled. She was not helpful or understanding when I asked her to return my money.
The website reads customer will be charged 50% if you cancel less than 24 hours. I canceled with her 25 hour prior to the appointment. She tried to accommodate BUT I never asked her to do that I only asked her to cancel the appointment.
Dear ***:Trust this mail finds you well. Thank you for granting us the opportunity to respond to the complaint referenced above.Our business is an appointment based business and our policy with regards to booking and cancellation is displayed on our styleseat page. The client is aware of this fact.We do not cancel appointments for our clients but we encourage our clients to reach out to us before cancellations.This is to help us determine the reason for the cancellation and see if we can make necessary adjustments with regards to pricing and time adjustments where necessary is the client indicates interest. In cases where we need to reschedule to accommodate our clients, clients are notified my mail and on their mobiles if the supplied us with their contacts. Clients also reserve the right to cancel their appointments as long as it is 24 hours before the time they reserved or we rescheduled for them.In the this case, customer booked her appointment and notified us 14 hours to her appointment of her intention to cancel. She never requested or instructed us to cancel on her behalf like she stated. We proceeded to find out the reason ,she made us understand that it was due to time constraints. We asked her if she would like to reschedule. At this point she reserves the right to object and proceed to cancel. She did not object instead she asked ask for our next availability, we gave her 9 am ,the next day of her appointment and proceeded to move her appointment to this date. She was notified of the rescheduled date. At this point, she never reached out to us to object,she never proceeded to cancel this appointment. Automated reminders are also sent to clients a day before the appointment but she never considered to cancel her appointment.We reached out to her to confirm if she would still honor her appointment since another client was interested in picking up the spot. She instructed us to hold on.She later got back to us to tell us she was no longer coming. At this point,it was less than 24 hours . We cancelled her appointment to avail the spot to another client who might be willing to come in . Please not that it is always difficult to fill in a spot like this on days we do not have clients on waiting list. The client who indicated interest in taking this spot was not patient enough and had booked with someone else by the time we called her in. We recorded a loss. This client has every opportunity to visit the app and cancel her rescheduled appointment or get back to us to cancel this appointment which she is aware that we rescheduled for her bearing the cancellation policy in mind.The moment clients appointment was cancelled and late cancellation fee charged, she called . We asked her to wait for us to confirm the reported charges. When she called back we confirmed to her that it was due to late cancellation. This client who claimed she was at work and could not come for her appointment threatened she was coming to our location to get her refund. The made several threats and harrased us with several phone calls and text messages.At this point, we explained to her that the funds have not hit our account and that it take 3-4 working days for the funds to get to us and that we would be willing to refund her once we are credited.Our promise did not placate her instead she continued with more threats and she accused us of stealing from her. At this point of this accusation of stealing, we advised her to reach out to styleseat and Revdex.com as she threatened. Since we trust that an independent body or a third party might be in a better position suggest the best resolution to the dispute. We are of the opinion that accusing us stealing is a defamation. We also of the opinion that the client is insensitive and negligent of the fact that we are in business to stay afloat and atleast cover our overhead cost hence time is of essence in every thing we do.We accompany this response with our text message exchange.Thank you.Regards,Airycreationz
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I notified her 25 hours in advance that I needed to cancel the appointment and not 14 as she stated in her response. I was not told I had to cancel the appointment myself in the app. The app reads that if you have a issue with the appointment to contact her. I had a issue, my issue was I could not make the appointment so I contacted her, and was not told I should cancel the appointment. She attempted to reschedule, which I never asked because of my schedule I wasn't sure so that why I asked to cancel. I never asked for another time or appointment I stated I needed to cancel the appointment. She did not tell me I need to cancel the appointment she attempted to look for other appointment times. I am a new customer to her to I just did what was stated on the site. The site was clear that if you canceled after the 24 hour you would be charged. I texted her 25 hours prior. What was not clear is that the customer should cancel the appointment and contact the braider. When I asked her why she took my money she acted as if she didn't know what I was talking about, so of course I got upset $90 was taken from me and she is acting as if she has no clue as to what I'm talking about. Yes I threatened to report her which I did because its not a good business practiced to not be clear as to what need to be don't to cancel an appointment and for me to be penalized for the lack of clarity is unfair. Yes I told her she stole my money because if money is withdrawn from my account without consent or service rendered AND I contacted as instructed, and I ask her about the money and she asks if she doesn't know what I'm talking about, I felt she was being deceitful. I asked her several time if she was going to return my money and she kept saying she didn't have it and then finally said style seat removed the money I needed to contact them or she would send it back to me when she received it. Her text messages clearly says she was going to return the money. I would like a full refund ASAP.
Dear ***,We trust you are well. This is sequel to the mail I had sent earlier and the mail I received yesterday with regards to the complaint ID.May we state again that the concerned client is aware of our booking and cancellation policy.- customer reserves the right to cancel their appointments at any time they choose to ,we do not cancel appointments for clients except where extremely necessary( we need to cancel and get another client to take the spot). Clients contact us if they need price or time adjustments to their booking which was the case in this complaint. The concerned client is not new to this policy since she is a returning client.- Client never asked us to cancel but notified us of her intention to cancel within these periods, having the 24 hour cancellation policy in mind, client should have proceeded to cancel the booking if she had no intention of rescheduling . Our cancellation policy could be view at the foot of this page: ***_ client did not cancel her appointment within the 24 hours window ,client showed interest in getting this appointment rescheduled which was why we proceeded to reschedule.- Client was notified about the rescheduled appointment but did not make any effort to cancel.- client was contacted before the 24 hours cancellation window to determine if she would still Honor the rescheduled appointment, her response at the point could have helped us cancelled without charged. Client waited untill the 24hours window elapsed before contacting us to say she would not be available. We had to cancel at this point since we have tried our best to accommodate her.- we have waived late cancellation fee for this client in the past and may not be willing to waive it at this time.This claim is evident from the attached text messages.Attached herewith is an excerpt of our text messages with this client.Thank you.Yours sincerely,AiryBie
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I have only been to her once prior to this appointment. I am NOT a returning customer, I have never had to cancel or contact her in reference to an appointment made on the app. She keeps saying that she don't cancel appointments and now this response its "only where extremely necessary". She canceled/changed my appointment when I called her which is why I was charged. My initial text clearly stated that I needed to cancel my appointment. She asked why trying to help. I never asked her to change it because I wasn't certain of my schedule at the time. The cancelation policy stated if I had a issue with the appointment contact her. I DID. I texted her on Friday at 1235 pm. The appointment was Saturday at 1 pm that was more than 24 hours. I didn't ask for a date or give a date she changed it on her own yes I wen back and forth AFTER she asked me about another time but I never gave a time or day. SO she should not have changed it. SHe told me at 142 pm that 9 am Sunday was open. I never responded to confirm that appointment. She texted me 731 Saturday morning to confirm the appointment. I told her I had to check and would get back with her I wasn't sure. At 1028 I told her that I couldn't make the appointment. She replied at 1258pm and asked again for my day off. I didn't reply and she canceled the appointment. I called her about the charge not exactly sure of the time. I texted her the screenshot 138pm because she acted like she didn't know what I was talking about which I why I got upset and yes told her I was going to file a complaint. I am a customer I have that right. When she contacted me abut the appointment SHE pick NOT me yeah it was 24 hours but she refuses to acknowledge that I contacted and stated I wanted to cancel my appointment. I didn't contact her and say can you help me change my appointment her accommodation were for the benefit of her pocket because I didn't ask for this accommodation I asked to cancel. She has NEVER waived a cancellation fee for me! I have only been to her once and she was 35 minutes late for the appointment. I have never requested to have a fee waived. She is blatantly lying to keep my money. She told me in the text she would return my money when she got it and she has reneged on that agreement and now lying. She has never waived a fee for me, nor do have a history with her other than one appointment and I didn't have this issue. You can check my style seat account with her to verify that I have NEVER has a fee waived and that I have only had ONE appointment.
Regards