Tuesday, June 2, 2009

Hairtage Salon and Day Spa in Jacksonville, NC SUCKS BIG FAT HUEVOS!!

I had an experience today and after filing my complaint with the Better Business Bureau, I thought I'd also share it with everyone who stumbles upon my blog looking for reviews about Hairtage Salon and Day Spa in Jacksonville, NC and their unprofessional manager, Gail Lanier.
I pasted my complaint here and added a few more details since I had more space and to make sure that everyone knows that place is freakin CRAZY and their management is 100% nuts.

I was given a gift card by my husband for several spa services on Mother's Day that totaled $236.00. On Tuesday, May 26, 2009, I arrived for my scheduled massage, facial and pedicure. I purchased over $130 in facial products that I was told would be perfect for my skin. I went home that evening and used the products.

In the morning, on Wednesday, May 27, 2009, I again used all the products and by 11 am on that day, I started to break out in an allergic reaction to the products. My face became very hot and flushed. It was very sore and burned very bad. That evening I did NOT use the products again for fear it would leave my face worse.

The next morning, Thursday, May 28, 2009 I woke up with severe swelling, redness and tenderness. My eyes were near swollen shut and the skin on my face was in a lot of pain. On that day, I called the spa to speak with the esthetician that suggested the products to me. She was not available so the receptionist took a message for me to have her call me back the next day. Friday came and went with no word from the manager OR the ethetician.

On Saturday I called the spa again and was able to leave another message for the esthetician in which case she returned my call within an hour. I explained to her all of the products I had used on Tuesday night and Wednesday morning and that since that time I had not been using ANY of the products to prevent my face from breaking out again. She assured me that I had an allergic reaction to one of the ingredients in the products but there would be no sure way of knowing unless she tested the products on me again which she did not want to do because of the reaction. She informed me that the manager was in charge of all refunds and exchanges and I would need to speak with her about what to do with my products.

I called back within an hour to speak to Gail Lanier, the manager, and I told her what had happened and what the esthetician said. Gail told me that she could credit me for the products I had purchased with a gift card I could use in store. She also said that it was the store's policy NOT to issue a refund on skin care products unless I had a doctor's note stating that I DID have an allergic reaction. I told her that it had been several days since I had the reaction and because I wasn't using the product anymore, there was no sign of the reaction anymore, in which case I would not be going to the doctor. She quickly replied stating to go ahead and bring the products in and she would give me a refund "this one time." I let her know that early next week I would bring the products by for the refund. She assured me this would be fine because she worked next week as well.

On Tuesday, June 2, 2009, I arrived at Heritage Spa and Salon to return my products for the refund that I was guaranteed per the phone conversation I had with Gail the previous Saturday. I had my two sons with me when I showed up and all the products as I asked for Gail. Another manager came to the desk to do my refund and I asked her if she needed my credit card for the refund. She then stated that I would be receiving a gift card credit. I told her that Gail already told me I would get a refund over the phone. She asked if all the products had been used and I said yes, which Gail also knew. When Gail came down she immediately started telling me about the no refund policy the store has. I knew about the policy, but when we talked on the phone she had told me "this one time" she would refund me without a doctors note. She would not let me even explain myself during my visit. I kept trying to get a single sentence in but she would cut me off every time shouting over and over the same thing. She was speaking in a very high pitched voice, talking over my words repeating, "no refunds!" I asked her if I could call my husband so she could explain it to him and she agreed but while I was on the phone with him telling him about everything, she was telling the receptionist that she didn't have to do ANYthing for me, that she was just being courteous by giving me store credit and that how she wasn't even going to do that anymore. After I explained everything to my husband and handed her the phone, she refused to take it saying that she won't talk to anyone and if someone wants to speak to her they can send her a letter. I reminded her that she JUST said she would speak to him and she said, "Who?" I told her it was my attorney and then she flipped out saying that I was only saying he was my attorney but she didn't know WHO he was and I have no proof of who he is. I hung up the phone and continued to try to refresh her memory about the conversation we had on Saturday but she still persisted on yelling at me and cutting me off. She said IF she said the word refund to me on the phone it meant "store credit" and she said that she never used the words "cash". She said she wasn't even going to give me store credit now. I told her I wanted my products back and I would try to call the maker of the products, PCA, and see if I could get a refund through them. I told her that I was really unhappy and even though she wasn't going to give me anything, I at least wanted her to know what she said to me on Saturday. I asked her to please let me just explain what happened before I leave so that I know, she knows. She again snapped at me. At that point I slammed my hand on the counter saying, "PLEASE let me speak!" at which she flipped out and started screaming for me to "leave the facility" and "get off the premises!". She came around the counter and grabbed my arm to point me to the door and I jerked my hand away from her. She spread her arms out as if to herd me out the door. My son was still sitting on the couch inside the store so I continued to counter her reaction to go back in and get him. She kept blocking me as I walked backwards toward the door. As she was about to shut the door on my face, I screamed, "LET ME HAVE MY SON!" She then turned around, unaware that I still had a child in the building let alone, one in my arms who at this point, was crying because of all the screaming and commotion. I grabbed my sons arm and left telling her that this was the craziest place I'd ever been to and how I've never seen someone act the way she was acting as a professional. I called her a bitch and left. She yelled at me to let me know the whole incident was being filmed and I told her, "I can't wait to see it!"

I came home to file the complaint with BBB as well as called the makers of the products to find out their return policy. The girl I spoke with at PCA Skin, Physician's Choice of Arizona, assured me that they do not require a doctor's note for opened product return. She was unable to give me a refund at that time because I was an individual customer not a vendor and they are a wholesale company that works directly with vendors. She told me that she would contact the vendor regarding the issue. She said that if the vendor were to return the product, they would receive a full refund so she didn't understand why they weren't giving me one, especially since the product hurt my skin. She took my information and will be getting back to me regarding the issue and how to resolve it after she speaks to her director of sales. She also let me know that having a reaction isn't something you would need to go to a doctor for, but instead to just stop using the products that were causing it.

With the help of a friend, Bonnie, I was able to get the name and phone number for the owner of Hairtage Salon and Day Spa. His name is Gary Gurganus and he can be reached at 910-937-9569 OR 910-938-2902. I have heard other stories about terrible experiences at Hairtage so if you have one yourself, I suggest you call Gary and inform him of what is taking place at his salon and how it's being run in the most unprofessional manner. I think he deserves to know.

**UPDATE AFTER POSTING: I received a call back from the makers of the product who got in touch with Gail at the salon. Gail told the makers they don't accept refunds because of the shipping and restocking fees. The makers of the product offered to waive both fees for Hairtage IF they will agree to give me a full refund on all of the products I purchased seeing as though they damaged my skin. Gail agreed to the deal but said that she did NOT want to speak or see me again. She told the makers TO TELL ME to leave the products with the receptionist at the front desk. In the bag I need to include a paper that lists my name, phone number and email address. Gail will email me the receipt of the refund and it should be credited to the card I used the day of services within 2-3 business days. Ridiculous, right?

I will be sure to include an inventory of the products in the bag with my information. When I drop off the bag I'll have the receptionist check off each product and then sign and date the inventory sheet for my records.

Ya know, this whole thing could have been taken care of SO EASILY. Seriously.

34 comments:

David and Teresa said...

OK I am sooooo mad I could box someone out. Why does this always happen to you Jessica? Well I bet you get your refund even if it comes from the manufacturer. Love Dad

Bonnie said...

Don't forget the Letter To The Editor!!! Let them feel the wrath of thelowefamilynews.blogspot.com!!! They have no idea who they are dealing with.... you are JESSICA LOWE! The Jessica! The Jessica that got people to pay for her sonogram! The Jessica that, with the mere threat of blog-silence, got 70 strangers to follow her blog! You can shut down that business with the tap of your little fingers!

Do they not know your potential? Do they doubt your ability to do serious harm?

Amateurs!

nat said...

WOW...i totally can't believe that happened...what freaks...sorry you had to deal with that...ugh

Brandi said...

WOW what a bitch! She was something crazy. Obviously she doesn't want customers. : x

Bonnie said...

That's hilarious that she is too scared to see you again! You're freakin' 20 months pregnant with 20 kids and she's scared of you! Must have been all the tattoos... or the sidearm.

Staci said...

WHAT A B*&$(#!!! I'm POed just reading that! I don't know what I would of done but I can't believe how someone trying to run a business can be so rude to their customers. And how akward to ever have to go back in there again. Which i'm sure you wont.

Kathy said...

I think I would be sending in Austin for sure. I can't believe this whole thing. She grabbed your arm and forced you to the door? Wow! I would love to see that "tape"-it would only hurt her, I am sure.

Laura said...

dude--remind me never to give you an allergic reaction to anything.I like that she tried to kick you out without Miah. You shoulda called the police on her for attempted kidnapping. that would teach her. I love people who are on power trips because they are a "manager" of something. It could be "manager" of cleaning the pee puddles around the Wendy's toilets, and they'd be on a power trip.

Laura said...

You DID take pictures of your reaction, didn't you? I may need to see the evidence...for my own personal investigation.

The Mama said...

Umm, you go girl! But I can't believe that happened to you! I am sure she could tell you were pregnant and I think you should write a letter to the editor. Or Carolyn Alford at the daily news. She is the one with all the local stories. Definitely do that.

I hope you get your refund FAST!!!

raschel said...

Oh my GOSH. HOw freaking annoying! I think you SHOULD complain to the newspapers, news people/etc!! Please tell me you called the owner of the salon also! what a FREAK! how nice of the makers of the product to go out of their way to help with the problem!!! kudos to them! what buttholes at the spa. you should send your attorney in and have him ask to speak w/ her and get her to personally initial all of the inventory, HERSELF.

Janae said...

Sounds like you need a spa day.

Valinda said...

Good Grief! I would SO have my personal lawyer in their dealing with them! I cannot believe she would be so extremely rude and then to ignore your requests to get your kid! I hope you get the word out that these are not nice people, Gail should be given serious customer service training.

Dana said...

That was horrible.. I can't not believe she cut you off, yelled, and physcially touched you.. I would want to see that tape to.. I am sure there are some kind of charges that could be brought.. and doing it in front of the kids.. was there other customers??? What a sack of sh*t. go for everything from writing letters to whatever else.. this was not right.

Carolina said...

She's lucky the old Jessica didn't make an appearance! That girl would have kicked her ass!!

This deserves more than an "ughhh" it deserves like a scary grunting sound! You think that would scare Gail even more?

Everything's already been said...I just hope you take her down!!
And let us all watch!!

Good Luck!

Chablis said...

Holy Cow! That is insane...or should I say Gail is insane??

I'm sorry you had to deal with that. It's a good thing you've got a lawyer for a hubby. That's a good one to throw around in the face of people like that. :)

Good luck!

The Nugen's said...

You tell good stories! I felt like I was there with you, made me all nervous!! You should picket outside the spa with big posters of your mangled face!! That would be great!

Amanda said...

I ditto Bonnie! They don't know who they are dealing with! I just can't believe how customer service is not even a word used anymore in some stores.

Amanda said...

did you take pic's of your face....YOu should have!

Kim said...

HOLY CRAP!! That is ridiculous. what a stupid unprofessional person. On another not, it sucks you are allergic to PCA products, because they are amazing!! (and horribly expensive)

Froggylady said...

That is ridiculous. I can't believe how crazy that woman was and to escalate the situation with your kids there. I'm glad you are going to get a refund though.

Jason said...

I promise I will never patronize the Hairtage Salon and Day Spa. The 2,000 mile commute wouldn't be worth that kind of service.

dena said...

you're takin' her DOWN!

dena said...

okay, also, i know you're heated, so the steam coming from your ears may have melted the english to spanish translation part of your brain. not to mention, the baby sucking your smarts, but, is your post title supposed to say "SUCKS BIG FAT HUEVOS"? as in eggs? i looked it up and i have NO idea what a heuvo is! :)

just sayin' wouldn't wanna get any spanish lovin' haters postin' up in here (i'm gangsta).

dana j said...

i seriously just got anxiety reading that. i think i would have punched her.

Da Garners said...

At least you were persistent, businesses near military bases always seem to do this kind of thing to military personnel even if they don't know your military they still act this way, trust me Brittany and I have had this happen alot, it's good that you stood your ground, if more people would do that maybe we wouldn't get treated like this as much.

The Lowe Family said...

thanks dena for the heads up. i DO think the steam from my ears was covering my eyes.

justin, i agree...the "locals" here in jville hate all us military but i think it's funny that they cease to remember that most of these tiny little military towns wouldn't even EXIST without the base and these thousands of service members here and their families.

Anonymous said...

Yeah...a couple of my friend used to work for Hairtage many many years ago and ended up having to quit because the managers were crazy people. I don't know if they are the same ones since it was soo long ago but still!!


Ashlea

Sara said...

wow I can't believe you had that kind of experience there...I truly believe that customer service is dead anymore! No one seems to know what common courtesy is, and forgets that if it wasn't for the customers they're serving, they wouldn't have a paycheck.
I hope you get everything worked out!!!!

Riece said...

Dang. Seriously, that woman is NUTS. I hate people like that. I would have screamed. Ugh. Glad the manufacturers were sane.

Riece said...

ALSO, I love the #1 google result when you Google "Gail Lanier Hairtage"

:)

David and Teresa said...

I cannot believe all that drama. Sorry Baby. Boy! how unprofessional of her...
Mutha

Anonymous said...

Gail is no longer a manager there, and Gary is a nice guy... but his wife Wharton really runs the place. They still have issues there, but I cant comment on customer service as much as I can the treatment of the staff. They are paid next to nothing and worked till they drop... I would like to write more but using a kindle at the moment and not easy typing that much...

Anonymous said...

It sounds like you're the drama in this story. As a local dealing with low class transplants such as yourself, I can assure you your refusal to patronage this spa again is appreciated. Take your low class, trailer park, freebie grubbing ignorant self back to wherever it is you call home.

ps

Bless your heart.