- Report: #161123
Complaint Review: ELIZABETH ARDEN - New York New York
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ELIZABETH ARDEN
691 Fifth Avenue At 54th St. New York, 10022 New York, U.S.A.
Phone:
212-546-0200
Web:
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ELIZABETH ARDEN RIPOFF NEW YORK New York
I want to file a complaint regarding ELIZABETH ARDEN services. Their services are AWFUL! These people are ridiculous. They just BLOW OFF their customers when they're less than a half hour late. I understand they run a professional business and have other clients, but their clients WORK too and come from far away! And they try their best to come on time. Whenever I am late, which is not often, I call more than once to inform them! ATLEAST, they can SAY OVER THE PHONE, SORRY, BUT WE CANNOT ACCEPT YOU RIGHT NOW! I mean, I am even willing to wait till they're finished with other clients. There is always a solution to handling late customers. Apparently, their company doesn't care to do so.
The reason why customers do NOT cancel their appointments when they're running late, is because ELIZABETH ARDEN POLICY STATES THAT THEY WILL CHARGE US FOR THE SERVICE IF WE CANCEL WITHIN 24 HOURS OF THE ORIGINAL APPOINTMENT! Then when we're running late, we CAN'T cancel it, and then enter their salon ONLY TO BE DENIED THE SERVICE! What kind of d**n business are they running?? It's bogus! It's messed up and I, as well as others, are filing complaints against their salon.
I think they should get rid of their 24 hour cancellation policy in order to allow clients to let them know that they can not make it, INSTEAD OF MAKING THEM RUN OVER TO THEIR SALON ONLY TO BE TOLD THEY CAN'T GET THE SERVICE DONE BECAUSE THEY WERE LATE!
When people are running late, they are coming from other responsibilities. The main reason why I was late for my last appointment was because I was coming from far away and I had been HELD UP AT WORK. When I drove through traffic, spent $20 on a train ride and ran 10 blocks to make it to one of their appointments, and called more than twice to inform them that I was running late because I was far away and WAS TOLD THAT IT WAS OKAY, I enter their salon only to be informed that the person who was supposed to service me had left. I had even notified them when I made the appointment to keep in mind I was coming from far way.
I was never notified beforehand that I could not be serviced due to my lateness. AT LEAST your employees could have informed me, during one of the "ten" times I called, that I would be TOO late and that your service employee could not wait. And this service was a special service that I had been two weeks for that I had to get done! I mean I would have even given a bigger tip.
The LEAST that service person could have done was CALL ME AND LET ME KNOW THAT THEY WOULD BE LEAVING IF I WASN'T COMING! The reason why they left was because they were not informed that I had called their service desk to let them know that I was on my way and would arrive shortly. But they should have still called me to inform me that they could not service me. If one person cannot be of service, there should always be someone else who can.
Another time that I was late, their other service employee tells me that she couldn't service me because I was late, EVEN THOUGH ONE OF THEIR DESK ASSISTANTS TOLD ME THAT IT WAS OKAY AND THAT I COULD STILL COME IN AT A LATER SET TIME. And their service employee WENT OUT OF HER WAY to make me feel like s*** when I was late. She didn't care to conceal her negative comments about me to one of her other employees right in front of me. How unprofessional.
Another time I was late, their massage therapist cut my massage time by 10-20 minutes! And I had to pay full price! Her reason was that she had another client. How many businesses have "other" clients while dealing with the client at hand?!
Their salon and employees have NO REGARD FOR PEOPLE.
I am pretty sure that if customers make an appointment for one of their services, THE CUSTOMER WOULD EXPECT TO HAVE TO WAIT until they are finished with the other customers.
Keep this in mind, their employees are there to service US and make OUR lives easier. NOT THE OTHER WAY AROUND!
Do you know what I look for in my assistants at work? For them to say to me in their interviews, "I am here to make YOUR [MY] life easier." That's what people look for in service.
I WOULD name the employees who disrespected me, but what good would it do? Elizabeth Arden won't improve. Believe me, I would love to out them and have absolutely no problem in doing so. Better yet, I will out them to MY clients and friends.
Katie
New York, New York
U.S.A.
The reason why customers do NOT cancel their appointments when they're running late, is because ELIZABETH ARDEN POLICY STATES THAT THEY WILL CHARGE US FOR THE SERVICE IF WE CANCEL WITHIN 24 HOURS OF THE ORIGINAL APPOINTMENT! Then when we're running late, we CAN'T cancel it, and then enter their salon ONLY TO BE DENIED THE SERVICE! What kind of d**n business are they running?? It's bogus! It's messed up and I, as well as others, are filing complaints against their salon.
I think they should get rid of their 24 hour cancellation policy in order to allow clients to let them know that they can not make it, INSTEAD OF MAKING THEM RUN OVER TO THEIR SALON ONLY TO BE TOLD THEY CAN'T GET THE SERVICE DONE BECAUSE THEY WERE LATE!
When people are running late, they are coming from other responsibilities. The main reason why I was late for my last appointment was because I was coming from far away and I had been HELD UP AT WORK. When I drove through traffic, spent $20 on a train ride and ran 10 blocks to make it to one of their appointments, and called more than twice to inform them that I was running late because I was far away and WAS TOLD THAT IT WAS OKAY, I enter their salon only to be informed that the person who was supposed to service me had left. I had even notified them when I made the appointment to keep in mind I was coming from far way.
I was never notified beforehand that I could not be serviced due to my lateness. AT LEAST your employees could have informed me, during one of the "ten" times I called, that I would be TOO late and that your service employee could not wait. And this service was a special service that I had been two weeks for that I had to get done! I mean I would have even given a bigger tip.
The LEAST that service person could have done was CALL ME AND LET ME KNOW THAT THEY WOULD BE LEAVING IF I WASN'T COMING! The reason why they left was because they were not informed that I had called their service desk to let them know that I was on my way and would arrive shortly. But they should have still called me to inform me that they could not service me. If one person cannot be of service, there should always be someone else who can.
Another time that I was late, their other service employee tells me that she couldn't service me because I was late, EVEN THOUGH ONE OF THEIR DESK ASSISTANTS TOLD ME THAT IT WAS OKAY AND THAT I COULD STILL COME IN AT A LATER SET TIME. And their service employee WENT OUT OF HER WAY to make me feel like s*** when I was late. She didn't care to conceal her negative comments about me to one of her other employees right in front of me. How unprofessional.
Another time I was late, their massage therapist cut my massage time by 10-20 minutes! And I had to pay full price! Her reason was that she had another client. How many businesses have "other" clients while dealing with the client at hand?!
Their salon and employees have NO REGARD FOR PEOPLE.
I am pretty sure that if customers make an appointment for one of their services, THE CUSTOMER WOULD EXPECT TO HAVE TO WAIT until they are finished with the other customers.
Keep this in mind, their employees are there to service US and make OUR lives easier. NOT THE OTHER WAY AROUND!
Do you know what I look for in my assistants at work? For them to say to me in their interviews, "I am here to make YOUR [MY] life easier." That's what people look for in service.
I WOULD name the employees who disrespected me, but what good would it do? Elizabeth Arden won't improve. Believe me, I would love to out them and have absolutely no problem in doing so. Better yet, I will out them to MY clients and friends.
Katie
New York, New York
U.S.A.
2 Updates & Rebuttals
Erica
Chicago,Illinois,
U.S.A.
Other People's Shoes
#2UPDATE Employee
Sat, July 29, 2006
I completely understand your frustration. Here you had your hopes set for a specific service on a specific day and due to unforseen circumstances YOU were unable to make your appointment on time. I fail to see your acceptance of any responsibility in the matter. You make it sound as though the rest of the world's population should revolve their schedule around yours. That would be yourself letting yourself down. I don't know a single professional office that doesn't require a 24 hour cancellation notice. If you find one please let me know! I can't comment on how the front desk staff treated you because I wasn't there and have no information on the matter from their end. I can tell you that front desk staff and technicians do very little communicating. There is a computer system througout the spa and that is where technicians check their schedules and any other important notes. It is the technicians job to provide the service. Not confirm or set appointments. One reason a technician choses to work at an establishment such as Elizabeth Arden is so they don't have to worry about all of the administration stuff. The company pays the technicians a nominal fee to be there to service the guests. The money technicians count on for survival is the money they get when their guests actually show up and the tips they so graciously gift them with. A technician must not only keep their other guests schedules on time but theirs, and other technicians as well. If a technician has a guest that shows up late for a massage but is also scheduled for a pedicure, the massage therapist must not make the guest late for the nail tech. If they did, then the massage therapists schedule would be off, the remainder of the therapists guests schedules would be off as well as the nail tech and all her following clients. God that was long but I hope you can get the picture. Please don't think for a second that the technicians wouldn't like to give you the entire time you pay for when you're late. A short service feels like a job very not well done to a tech but business must keep moving. Better to have one unhappy person which unfortunetly ended up being you, than an entire spa full of guests.
Ken
Randolph,Massachusetts,
U.S.A.
This is mind boggling...
#3Consumer Comment
Tue, October 18, 2005
It's not like I have ever been in a salon, but I would imagine that they make appointments, and reserve blocks of time when they do. You say that just because you are late that you expect them to make other customers (who ARE on time) wait? What planet are you from where they do this? If you make an appointment, take a little pride in your own image and make the effort to be there on time. If you can't, then you really shouldn't be making the appointment in the first place. These people have to make a living, and sitting idle waiting on you, making their good customers unhappy in doing so is just plain nuts. I suspect they weren't unhappy to see your business go out the door.
