Unhappy Customers - when to refund.

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Amanda S.

Sep 26, 2015

Amanda S.

What are your thoughts on breaking a contract to issue a full refund to a bride/bridal party because you were an hour late (due to a GPS pointing you in the wrong direction). We do on location beauty and a bride switched locations for her get ready location within 30 days of her wedding (we were trying to be accommodating but usually don't allow this). We arrived an hour late and offered to apply makeup for free. How do you balance customer service (bending over backwards) and the business?

Amanda S.

Sep 26, 2015

Amanda S.

Oh and I didn't mention the "town" she moved it to had a gas station, a bar, and two homes.

Amanda S.

Sep 27, 2015

Amanda S.

No. They wouldn't even let us start.

Amanda S.

Sep 27, 2015

Amanda S.

The contract states if they cancel within the 30 days prior to the event they won't receive any refund and if they cancel services prior to that 30 day mark they will be refunded all but the deposit. Having said that, we realize how important a bride's wedding day is and how important being on time is. Do you think it would be wise to include an in case of emergency clause in the contract (if some unforeseen circumstances happen)?

Amanda S.

Sep 27, 2015

Amanda S.

This absolutely helps and puts things into perspective. Our goal has been customer satisfaction at any cost and this has led to us gaining nearly perfect reviews ( for the 6 years the owner has been officially in business). I think the anticipation of a tarnished image sucks but thanks to your advice we are going to grow stronger as a business and protect our assets.

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