I booked an appointment at Suede this week for a makeup consultation to change up my look. The consultation is technically free, but you are guilted into purchasing a minimum of $75 worth of product ... Read More
I booked an appointment at Suede this week for a makeup consultation to change up my look. The consultation is technically free, but you are guilted into purchasing a minimum of $75 worth of product (which is 2-3 items, maximum). I went to the register with 7 items that I did not know the costs of, so when the bill came to $200+, I asked them to remove the 3 makeup brushes I had chosen. I ended up leaving with $125 in makeup (4 items), and I was excited to test out what I had learned the next morning.Fast forward to the next morning - I unwrapped my new items and was ready to use my new liquid pen eyeliner, and realized I was given a cream eyeliner instead. Not only was that the wrong item, the makeup artist never used a cream eyeliner on me, only a liquid and a pencil.I was in a bind as I needed a new eyeliner prior to a birthday party we were attending, so I ran to the closest salon to purchase what I intended to purchase the day prior. I drove back to Suede after the party to return the eyeliner they had given to me. When I arrived, they told me the eyeliner was not on my receipt, but one of the brushes I had decided against was on the receipt instead. Luckily for me, the woman who helped with my purchase remembered our conversation about removing the brushes from my bill, and was able to vouch for the products I did receive, and that it was her mistake.Understandably, they needed to call the manager over to approve the return as it was a bit unusual. The manager confirmed that she would add the credit to 'my account'. Apparently, by 'my account' she meant they do not offer refunds of any kind, and that I could use the money towards a future purchase. I kindly reminded them that this was not my fault, but two of her employees had made mistakes; not only was I given the wrong product, it was rung up incorrectly and I already purchased a replacement elsewhere. She said she'd offer a 'one-time courtesy' and give me my money back, to which I replied that if she felt the need to use a 'one-time courtesy' on an issue that her employees caused, I would not be returning.Bad business practices and essentially blaming your customers for bad service should never be tolerated. Other salons are not so desperate to keep customers that they feel the need to retain their money on file, rather than rightfully returning it. Read Less