The facial I received here was enjoyable and well done, at least as far as I can tell as someone relatively inexperienced with facials.
Unfortunately, the customer service experience was disappointing.
I signed up for a monthly facial membership in part because of the complimentary add-on that comes with each facial. After deciding that a monthly membership was not going to be a good fit for me in the end, I emailed Beam, as their website instructs customers to do, to cancel my membership. In that email, I offered to pay the difference in price between the discounted membership facial I had received and the regular facial price. I then sent a follow-up email, which also went unanswered.
I eventually called the studio to cancel both my upcoming monthly appointment and the membership. The person at the front desk was new but contacted someone who was able to process the cancellation, and I received a cancellation confirmation shortly afterward. However, I had already been charged for the upcoming month and had not been refunded, so I called back to request the refund that I had asked for in my emails. The staff member responded with a subtly annoyed "alrighty" that made me feel guilty for requesting something I felt I had the right to request as a customer. The following day I had not received any communication about a refund and by that time requested a refund from my credit card company.
Businesses should respond to customer emails, and should be willing to honor reasonable requests for cancellations/refunds without silence or attitude.
The facial itself was good, but because of the lack of communication and overall customer service experience I won't be returning. read more