I am writing to formally express my disappointment regarding an incident that occurred during my…read morerecent visit to ABB Waxing. I have been a loyal customer for over 10 years and, until this experience, I have consistently received excellent service from your establishment.
The issue began when I arrived for my appointment and was assigned to a different waxer than the one I specifically requested when scheduling. I advised the staff that I had requested my regular waxer, and after reviewing my file, they acknowledged the error and informed me that she would be with me shortly. As always, she provided exceptional service and was professional, kind, and courteous throughout my appointment.
Unfortunately, the experience took a negative turn as I was checking out. The owner advised me that in the future I should make sure to specify which waxer I wanted. I politely explained that I had, in fact, requested her by name and had stated it twice during the scheduling call. At that point, a front desk employee interjected and stated that I had not made the request and told me that I needed to "come correct."
I was shocked by both the tone and the statement itself. I respectfully questioned what she meant and why she felt it was appropriate to speak to a customer in that manner. Rather than de-escalating the situation, the employee continued her behavior by rolling her eyes, kissing her teeth, and repeating the same statement. THE OWNER DID NOTHING BUT SMILE. When I asked him if this how you are going to allow your staff to speak to your customers, he laughed and stated "I don't know whats going on... I don't speak this new age slang." As a long-time customer, I found this treatment disrespectful, unprofessional, and completely unacceptable.
After the incident, I posted a review detailing my experience. To date, no one from management or corporate has contacted me directly to discuss what occurred. Instead, a public response was posted to my review stating that the employee had been terminated. What concerns me further is that the response appeared to be signed by the waxer who performed my service. I find this unusual, as I would not expect a service provider to have access to or authority over public review responses regarding personnel matters.
Additionally, I removed my review after discovering that my full name had been publicly posted. I found this to be inappropriate and concerning from a privacy standpoint.
At this point, I am requesting clarification regarding the following:
1. Has the matter been formally investigated?
2. Is the statement regarding the employee's termination accurate?
3. Why was the response signed by someone who was not management?
4. Why was my full name disclosed publicly?
5. What steps are being taken to ensure that other customers are not subjected to similar treatment?
I have been a loyal customer for over a decade, and I never expected to be treated in this manner. While I appreciate that mistakes can happen, the lack of direct communication and the concerns surrounding the public response have only added to my frustration.
Like I said before 0 out of 10 I DO NOT RECOMMEND!!!!!!!!!!!!
Update:
Unfortunately, my disappointment continues. The owner, Joseph, left me a voicemail filled with excuses rather than a genuine apology or any accountability. I called him today hoping we could have a respectful conversation and come to some type of understanding. Instead, he repeatedly cut me off whenever I tried to speak and even attempted to blame me for my reaction to the situation.
I am honestly speechless. A simple acknowledgment of the issue and sincere apology would have gone a long way. This response was disheartening and completely unacceptable.