
Sara
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responded with the following comments.
Being in business for over 30 yrs, I will be the first to admit when a mistake is made. Our mission is to exceed our client's expectations but in this situation we fell short. The client contacted us via email in late Nov to contract our services. There was a glitch with emails but that was corrected. During this time, I was also dealing with my wife being hospitalized with a serious illness. Yet, I maintained professionalism, always followed up within 48 hrs which resulted in them booking our services. In the midst of this, I did make the oversight of not recording their event. During the Winter/Spring months, we are never open for retail and are available by appointment only. In March, my wife had a relapse which resulted in the decision of not scheduling any appointments in April. On the day the client arrived unexpectedly, I had just stopped in to grab paperwork and return home. I did not know who they were & knew I no meeting. It could have been approached differently but I did ask them to forward their information and I would follow up. Once they left, I did leave within minutes to get home. Moments later, I started to receive a series of calls and very derogative & degrading texts. I made a snap decision to return the deposit, deeply apologized and shared everything that was going on at that time. I fully understand the client being upset. Yet, I can not understand the decision having all the information to post a review that is deliberately filled with half truths & omitted details other than the sole purpose of damaging my business and character. All I ask of anyone reading this...please be honest, insightful & fair when posting about anything or anyone. Thank you.