I've been to Renew Day Spa many times. I always see Danielle, the owner, for waxing. I started taking my daughter to her as well. Today we both had an appointment. My daughter was first to get her brows waxed and I was standing at the end of the table waiting for my turn. I watched as Danielle loaded the wax stick up with wax, but she got too much on the stick. She wasn't holding her hand under the stick and instead of going around the top of my daughters head she chose to maneuver over her face. It was a jerky movement with too much hot wax on the stick and the hot wax fell into my daughter's eye!! Hot, sticky, wax landed on her eye lid, crease of her eye, eye lashes and upper cheek bone. Danielle's response was shoot! My daughter and I were both silent, but I could tell from the look on my daughter's face that she was pain. I mean, who wouldn't be?
I stepped up closer to the table and reached my hand out to put on top of my daughter's hand to try to comfort her. I asked her if she was ok. As if to reprimand me Danielle said I just need her to stay calm. Danielle proceeded to rip off the rest of the wax she had already applied to my daughter's eye brows. Then she ripped the first part of the wax that she spilled all over my daughter's eye lid off. Imagine someone ripping hot wax off your eye lid and the outer edge of your eye. Danielle said as she turned to throw the wax in the trash can, she'll be ok. My daughter was in so much pain that her chin was quivering, and I knew she wanted to cry. I asked my daughter twice if she was ok, she didn't answer me, and I knew she was trying to be brave. Danielle then said to me I'm going to have you step back you are in my light because I don't have my regular light here today because I let someone borrow it.
For the next 40 minutes I stood in that room and watched my daughter lay there in intense pain while Danielle slowly dissected my daughters eye lashes out of the wax that had been dropped in them. She had to pull each eye lash out of the wax with very sharp tweezers. I told her that my daughter needed a break and Danielle offered to wax my eyebrows and let my daughter stand there with wax in her eye. I told her no and that I just wanted the wax out her eye. She was finally able to get the wax removed. As we were walking out of the room Danielle said sorry have a good weekend. I gave my daughter my car keys so that she could go sit in the car. I walked to the front desk just to see how Danielle was going to handle the rest of it and she did exactly what I thought she was going to do. She told her front desk person to charge me and didn't say another word to me. She had already talked to the front desk person because the lady commented to me, you didn't get your brows waxed. When the front desk person told me the total. I demanded that she go back there and ask Danielle if she was really going to charge me for that. The front desk person came back and said that Danielle said that what happened doesn't usually happen and it is fine for me not to pay. As if she was doing me a favor by not charging me. My response to her was that I understood it doesn't normally happen but instead of apologizing all she had said was, shoot, she'll be ok and get out of my light.
My daughter burst into tears when I got in the car. She said it felt like someone was sticking needles into her eyes the entire time.
I know accidents happen, but this could have easily been avoided if Danielle had of not been rushing and careless. It also could have been handled a lot better if she had of even pretended to be sorry or empathetic to my daughter. If I had of done something like this to a little girl, or anyone, I would have been apologizing to them all the way out the door! I definitely wouldn't have asked them to pay for it! I would have been asking them what I could do to make it better. She clearly was more concerned with money and did not care at all about the pain she caused. I hope anyone reading this thinks twice about supporting a business who treats people like this.
Update: The next day Danielle called and apologized for the accident that happened with the eyebrows. My daughter is ok and to her credit Danielle did a great job of getting the wax without losing any of the lashes. I feel like the situation should have been handled better yesterday and i hope that if it were to happen again that it would be handled differently but I do want to be fair in acknowledging that an apology was received. read more