I have debated whether or not to share this experience, but I ultimately decided that I needed to…read morebecause customer service and how we treat people still matters.
I scheduled a self-care day for my birthday. I paid the full $360 through PayPal on July 27, 2026, using the payment option provided through the Reinvent U website. Everything had been discussed and arranged with Ms. Frances, and my appointment was scheduled for August 15.
The Friday before my appointment, I received a reminder that showed an amount due. Since I knew I had already paid in full, I immediately sent a screenshot of my PayPal payment. At 6:00 PM, and again at 9:42 PM, I received an email from Ms. Frances telling me to "cancel that payment" because they no longer had access to that account.
I was confused and concerned. I had used the payment option that was provided to me through their website. I called. I emailed. I left a voicemail asking her to return my call as early as she could because I understood she was busy.
No response.
I still got myself together and showed up for my appointment Saturday because, at that point, I had no idea what was actually happening.
When I arrived, a very kind young woman at the front tried her best to help me. I have absolutely nothing negative to say about her. I waited approximately 40 minutes while Ms. Frances was with a client.
Again, I understood that she was busy. But if you already knew there was an issue with my payment and my appointment, why wouldn't you make time to at least come to the front when I arrived and try to work through the issue with me?
Instead, I was left standing there for approximately 40 minutes trying to figure out what was going on.
And again, I want to be very clear: I was not upset with the young women at the front. They were doing what they could to help me, and one of them was especially kind and tried her best to de-escalate the situation.
When Frances finally came out, she walked up to me and said, "Talk to me," while dismissing the two young women who had been trying to assist me.
I explained the situation again.
Her response was exactly, "Don't you see what's going on here? We are moving."
I was honestly dumbfounded.
Moving may explain what was happening behind the scenes, but it does not explain the lack of communication with a customer who had already paid in full $360.
She then pulled up PayPal to show me that she didn't see a payment. I explained that the payment had been made on July 27th -- not the day before.
Her response?
"Oh."
I told her that I had explained all of this in the emails I had sent.
She responded, "I haven't read any of them."
At that point, I was doing everything I could to keep my composure.
Then came, "But a little $360 ain't worth all this."
Maybe $360 isn't a big deal to some people. It was to me.
More importantly, this was my birthday self-care day that I had planned and paid for in advance.
Ultimately, she asked where she could send my money. I said Cash App, and she refunded me immediately. I withdrew the money immediately because, after everything that had happened, I no longer felt comfortable moving forward.
And I know someone will say, "But you got your money back, so what's the big deal?"
The money isn't the whole point.
The point is how I was treated.
I am a customer. I supported your business. I paid in full. When there was an issue with the payment, I provided proof, called, emailed, left a voicemail, and still showed up willing to work things out.
I didn't expect perfection. I expected communication, professionalism, and basic kindness.
We are all human. Businesses have things happen. Businesses move, systems change, accounts get lost, mistakes happen. I can understand all of that.
What I cannot understand is making someone who has already done everything they were supposed to do feel like THEY are the problem for asking questions about their money and their appointment.
Wherever life takes us, I believe we have to remember to stay humble and, at the very least, be kind to the people who choose to support us.
I got my $360 back.
And 2 days later I got an BS apology via email with a video of herself showing her new studio space, hoping that I will come back once they have moved and she will give me a whole $20 off my little $360...
But I also got something else: a very clear understanding that this is not a business I feel comfortable supporting again.
And sometimes that's the part that matters most.
AND IN THE EVENT THAT I NEED TO I CAN AND WILL ATTACH THE AUDIO, VIDEO AND EMAIL THREAD...