Complaint Review: Bella Dia Day Spa And Salon Suites

On Saturday March 26th I had a facial with Lori Kumbalek at which time I also bought product for a price quoted at $45.00 plus tax.

I decided I wanted to return the unopened product. I called the salon Tuesday March 29th and left a message on the answering machine asking Lori if I could return the product. Tuesday I was in the area and stopped in the salon. The gal at the front desk said Lori had to help me herself, she was unable to.

I called the salon again and left a message on Thursday March 31, because I still had not received a call back from Lori.

Saturday April 2, I called the salon and left a message for someone from the front desk to call me because Lori was not returning my calls.

I received a voicemail back from the owner, Shalene, asking me to call them back, listing the hours someone would be at the salon. I called back and spoke with the receptionist who told me she personally gave Lori my messages and Lori said she would take care of this today.

Lori called at 4:00 saying she had been trying to call me back but had the wrong phone number. She said I could return the product, and told me her working hours for Monday and Tuesday. I confirmed the hours with her and told her I would stop in Monday or Tuesday. Lori said I'll see you Monday or Tuesday.

Tuesday April 5, I went to the Salon to return the product. The receptionist told me Lori would have to return it herself and she was in an appointment for another 45 minutes. I told her the situation and said that was not good enough, that if she had to, I wanted her to interrupt Lori's appointment. I was getting upset and apologized to the receptionist saying I was not trying to be crabby at her, but I was very frustrated. She said she understood.

Another stylist came to the front and explained that Lori has her own credit card machine and no one else knows the codes for her machine. I again explained the situation and asked Lori's appointment to be interrupted. The stylist told me she would not and to come back in 45 minutes. I told her I would not come back again, and that I would go interrupt Lori's appointment myself. The stylist told me you don't want to do that sweetie and explained again about the credit card machine. I told her that was not good enough and someone needed to fix my problem now. She then proceeded to say you are not hearing me To which I replied No, you are not hearing me!

She went onto explain each stylist rents a chair and has their own business. To which I replied I go to 2 other salons that rent chairs and there is one receptionist who answers the phone (which doesn't happen here) and runs the one credit card machine for everyone, this place is run poorly. She asked me what time of day I called. I told her mornings, afternoons and nights. She then explained they used to have one machine, but Lori's volume of business brought two machines.

She said she understood my frustration and other stylists have had to deal with Lori's unhappy clients, and they have been having problems returning product. She then suggested I leave the product there and Lori would send me a check in the mail. I walked out very angry stating that I was not happy. A different stylist came into the room and yelled to me Then you need to take it up with the person you are not happy with. I turned around and yelled back I have called her and she is not calling me back.

When I got to the car my husband decided to try to get the refund. He suggested the stylist give me the refund and get her money back from Lori. She was not willing to do that. He also suggested he take a plant in place of the $45.00. To which the stylist said she would call the police if he did that. He ended up leaving a message for the owner, Shalene, to call us. We then decided to go back and get the product back, not trusting the salon to leave it there with no refund.

The owner, Shalene, called me back within 30 minutes and I explained the situation. She said Lori should have called me back right away and that she would call Lori when she was out of her appointment to work out returning the product with me. Shalene then proceeded to tell me the receptionist was right and you should have listened to her. To which I replied You are telling me what I should do? Instead of telling me what I should have done you should be telling me how you are going to fix this.

I told her the stylist at the salon also expressed a concern about Lori, Shalene replied she should not have done that. I told Shalene that she may want to have a talk with Lori because she just ruined the reputation of her business and that I would be contacting the Better Business Bureau and emailing everyone I know of this situation. She said thank you for your input.

Shalene then called me back three minutes later asking if my husband had threatened the stylists. I told her that he had suggested taking the plant in place of the refund and the stylist told him that he didn't want to do that because they would call the police. Shalene said the stylists felt intimidated because of the threat and because he was sitting outside. You need to tell your husband he should not have threatened the girls. I said I can't believe you just said that to me. The girls are trying to play it as if he threatened them, he did not threaten the girls, he threatened to take a plant.

What would you do if you were in my position and no one would help you? And as far as sitting outside, I was outside with my daughter who was throwing a tantrum. We drove around the building then decided to go back and get the product back because I didn't trust your company. Shalene replied I wouldn't have trusted that either and would have done went back for it too.

Lori called me back and I confirmed the return amount would be $45.00 plus tax. She said she thought I was coming in Monday and wished I would have called. I told her I called you many times and you weren't calling me back. When I finally spoke with you I told you I would be in Monday or Tuesday, and you repeated back to me that you would see me Monday or Tuesday. If you had to be at the front desk to return the product why didn't you tell me your appointments and ask me to come between appointments? To which she replied let's just get this taken care of.

I ended up meeting her at 8:45pm at a local mall to make the return. I refused to go back to the salon and she refused to come to my house. Just a note: when I received my return slip the amount I was charged for the product was $48.00, not the $45.00 I was quoted!

Susan
Grand Chute, Wisconsin
U.S.A.