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Deja Glow Spa complaints

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1005 Washington Street
Grafton , WI 53024 | Get Directions

(262) 618-2646

http://www.dejaglowspa.com

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Total Amount in Dispute:
$15.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Deja Glow Spa closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Deja Glow Spa

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3/3/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $15.00 Amount Settled: $0.00

Customer Complaint

2/12/2024

I scheduled an eyebrow and lip waxing with Becca at Deja Glow in Grafton on 2/8 at 5:00pm. I woke up on 2/8 with a sore eye, I was seen at the walk in clinic and treated with an antibiotic for a suspected bacterial infection in my eye. Per the doctor no risks to having the waxing completed on 2/8. I called Deja Glow, spoke to the receptionist and owner, Anna who said Becca preferred I cancel and reschedule due to cross contamination concerns. Appointment rescheduled for 2/20. My complaint is I was charged $15.00 for canceling my appointment without a 24 hour notice. I explained that I was not canceling, I was happy to keep my appointment for 2/8 at 5pm. Since Deja Glow cancelled my appointment I should not be charged. I have requested my money back and Anna refused. I asked multiple times to keep my appointment for 2/8 and Anna refused. Resolution Sought $15. 00 returned and future appointment cancelled on 2/20.

Company Response

2/17/2024

Jamie called the spa on Thursday morning 2/8/24, the morning of her scheduled appointment with Deja Glow Spa, saying that she had a bacterial infection in her eye. She said per her doctor that it "may" be okay for her to proceed with her eyebrow appointment with us, however, she told us that she just started her antibiotics that same day and had not been on them a full 24 hours yet (which would be considered still contagious). No doctor's note was offered/provided. She asked what we would prefer to do, so my spa coordinator let her know that she would check in with the owner (myself) and Becca who was to perform the service to see their comfortability level. After checking in with Becca and I, it was decided that there would still be the potential for cross contamination and that it would leave an open possibility for clients and employees to contract the bacterial infection. My spa coordinator called Jamie back to let her know what we had decided. We let her know that per our cancellation policy, which she agreed to and signed, that we would need to charge her the 50 cancellation fee ($15) as this is our policy for last minute cancellations and applies to all no matter the circumstance as a way to protect our small business and the service providers. Jamie then became upset and very rude with my spa coordinator over the phone. Stating that she could have lied to us about her condition and bacterial infection instead because "we wouldn't be able to tell by looking at her", and that she could have just showed up to her appointment regardless. She then continued to speak over my spa coordinator and continuously interrupted her on the phone every time she tried to speak despite her efforts to be patient and kind. Jamie then requested to speak to me (owner). I then gave Jamie a call and let her know that the $15 charge can be applied towards a future service once her eye is healed. She refused this offer which led us to charging her the $15 for canceling per our policy. An effort was made to rectify something that was unfortunate and she refused.

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