ComplaintsforStylist Carly Marie

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  July 12th, 2024, I booked a hair appointment with Carly Marie via Instagram direct message. But due to having class being moved to that morning, I cancelled July 10th, 2022 at 9:55pm. Looking at Carly Maries Instagram page, she highlighted her policies which included needing to cancel before the 24 hour mark otherwise it would be a 50% charge of the appointment. Which I let her know over 30 hours in advanced. She messages me the morning of July 12th saying due to her not being able to fill the slot, she charged me 50% of the booked appointment. I, in response, tell her that her policy as stated on her Instagram **** says I would not be charged. She then in response says her website that she books the appointments through states otherwise. On her website it states to let her know within 48 hours before the appointment. Which was confusing, because why dont both pages match in regards to policy. I express my confusion with her, telling her I only ever viewed her policies via her business hair page on Instagram, and them not matching up is a mistake on her part and not the customers. She, in response, tells me her policies are her policies and she cannot issue me a refund. After that, I try disputing the charge through my bank within that hour, and got a credit from my bank. All seemed well and back to normal. After over a month later (August 14th, 2024) and I receive a bank notification that I am under due to that charge being placed back on my account from *******************************************. I contacted the claims department of my bank and was told Carly Marie provided paperwork that her product was delivered to my address, and that if I wanted a refund to contact her all over again. I expressed how she has told me she will not issue me a refund (even though her policies being different on two separate websites is her fault). Carly Marie is not registered in Business Bureaus as well. And, I do have screenshotted proof of her business page and website stating different policies!

  Business response

  08/29/2024

  Complaint ID: ********

  At the end of ********************* had booked an appointment with me for June 12th through my website. ******* then rescheduled her appointment herself through my booking system to June 28th. She texted me to go ahead and cancel her appointment on the 28th and asked if I could move her to July 12th and since she texted me before the 48 hour deadline of my cancellation policy, I went ahead and moved her to that day so it would better fit her schedule. Then I received a text from her July 10 at 9:55 PM to inform me that she wanted to go ahead and cancel and reschedule again. so I gave her two different slots that I had available for the rest of that week to see if those would work for her and none of them happen to work with her schedule. Then she proceeded to tell me that she just wanted to wait to reschedule her appointment for another time. With that being said, I did go ahead and charge her a cancellation fee of $113, since she didnt reschedule.

   

  My cancellation policy states:

   I require 48 hours notice to cancel an appointment.If you cancel with less then 48 hours notice, you will be charged 50% of the cost of treatment.In the event of a "no show", 100% of the total cost of treatment will be charged.

   

  When booking through my website, there is a box that you have to check off in order to book an appointment through my website stating that you agree to the cancellation policy stated one the website.

   

  Shortly after I was informed via email by my booking system that the charge had been disputed. Then my booking system asked me to send them our conversations as well as the service that was supposed to be provided, and anything that could be used for the banks to look at for the dispute. About a month later, it came back that I had won the dispute.

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