I went to the salon to get waxing services. The staff member who waxed me was lovely, very friendly and understanding about it being my first experience. I knew I was paying for an upmarket wax, but as it was my first I was happy to pay extra as long as I was taken care of. When I was leaving the owner recommended (quite forcefully) an exfoliating product to me, which I bought. I was in a rush as I had another appointment after and left. When reading the ingredients I realised I was allergic to one of the ingredients. I went in the next day while on my work break to return the item for a store credit or refund and was told that they did not return products and I would have to go through Aveda HQ which was ridiculous as it was unopened and in selling condition. The owner was adamant that my only option was to exchange the product for another in the line (which could potentially also be an irritant) or to contact Aveda HQ. I was in a rush as I was on break, and was told to come back the next day to go through their products and find one to exchange it for. The next day I showed up and the store was not open, I waited for half an hour before asking the security if/when the store was opening. Only when the security officer called them did they decide to come and open the store. I was waiting nearly an hour, only to be told that lemon scented tea tree oil would not flare my allergy up as its lemon scented - however my citrus allergy extends to scents. The owner was adamant this was the case, that their daughter with sensitive skin uses the product and its fine. My concerns were brushed off and the owners dismissed my attempts to gain any refund or store credit. I was leaving for a holiday the next day and so going through Aveda HQ was not an option. I was severely disappointed with the customer service of this spa, especially from the admin/owners. I expected better given my waxing experience was good and considering the luxurious reputation of the spa. Will not be going back, I was intimidated by the owners who asked where I worked/where I went to school which made me feel uncomfortable to initially make a complaint. read more