Ylg India — Misinforming, misleading, mismanagement, misselling of services by ylg, bannerghatta road

Address:	560076
Website:	www.ylgindia.com

This is in regards to a waxing service taken by myself on 29th Sept 2016 at around 6:30pm.

I am a regular customer at YLG, Bannerghatta Road branch, Bangalore, and I regularly go for my waxing needs.

Scenario - I had called YLG to book an appointment in the morning itself for a waxing session. Although I wanted a morning appointment at 11, Gerald who manned the phone informed me that waxing appointment can be fixed only after 12:30pm. So I booked a 6:00pm appointment. I had specifically asked for Jasmine as I had a better past experience with her waxing services. We reached the store sharp at 6:00pm. Gerald who was at the reception counter asked my details and confirmed the appointment and asked us to wait. After waiting for a while, when my husband approached him and enquired why the delay, he said that Jasmine is busy and asked us to wait for another 10 more minutes. After 30 long minutes exactly at 6:30pm I was asked to go inside the service room and change. Like a fool I was waiting for Jasmine to come and start the service. She finally arrived at 6:45pm. 15 MINUTES LATE.

Then, she said that Chocolate wax will not remove all the hair and need to apply second coat to remove all the hair as your skin sensitive. And few people complain that it does not work for them and it suits very few people. Also, she said that the Chocolate wax does not remove ingrowths and is not like before anymore. It is creamy in texture and is not that effective. So, she suggested me to go for the Marine wax variant. She said that all the hair will be removed, even ingrowths will go away. Now, NO INFORMATION ON THE PRICE WAS GIVEN HERE. The service was very painful, and even after insisting that it is painful and my skin is sensitive, she did not bother and continued the service in a harsh manner. I understand that the waxing process is very painful, BUT THIS EXPERIENCE WAS TERRIBLE AND EXTREMELY PAINFUL. After conducting waxing service for my hands, she asked me to check if there are any hair left on my hands and left the room. I was again waiting for her like a fool for around 7-8 minutes. My husband who was sitting outside saw her in the reception area several times in this timeframe. After she came back, she started with full legs waxing service. Again, it was very painful. She pressed my leg so hard that there were black and blue marks as shown in the picture attached. The whole time I sat squinting my eyes and still she continued with the service and did not enquire about the pain threshold or comfort level. After that she finished the underarms service. Then I told her that I even have a threading service to be done, she said OK and asked me to change and come outside. I changed and came outside and saw that no staff members were there in the service area. I myself went and sat on a service chair nearby. After 3-4 minutes, she came and told that some other staff will be doing the service. I did not like the change as I had specifically asked for Jasmine for all the service. The new staff who provided the eyebrow threading did the service very harshly, even after informing about my sensitive skin and it pains a lot. Then I asked her to stop in between as the service was extremely painful, and I asked her to send someone else or see if Jasmine can conduct the service. The staff then went to Jasmine, who was busy with another customer, said "Aiyo yo yo, how will I attend to all customers, already I have this customer at hand." She then came to me performed the service, which was less painful than the less experienced staff. I was still ok with all this distress and traumatic experience. Now, while the threading session, Gerald came to her and said why are you (Jasmine) doing the threading service, you could have given it to the other staff?. That's when I lost it. I am not a mannequin, nor any new comers can come and experiment on me. I was in so much pain, upon that the new staff was plucking my hair in a very unpleasant manner.

The problems didn't end here. When I went for billing, Gerald and Rakesh Kumar showed me the bill and said that the price has risen and you have to pay a total of Rs. 799 after tax. even after using a Rs. 250 discount coupon.

Problems -

1. BAD SERVICE - Along with the excruciating painful service, the PROMISED SERVICE WAS NOT DELIVERED, as the hair and ingrowths are still visible in the leg area as shown in the pictures attached. The change in the waxing variant was only because there was a promise of removal of all the hair and ingrowths.

2. When your staff members suggest a new service and THEY DO NOT INFORM the change of price or PRICE RISE of the service to the customer, WHY SHOULD THE CUSTOMER PAY AN ADDITIONAL AMOUNT?

3. ALL SERVICES WERE CONDUCTED IN HASTE AND WERE VERY PAINFUL. Veteran staff members were in such hurry that they just wanted to finish the service and attend to other customers. THEY WERE NOT BOTHERED ABOUT THE QUALITY OF THE SERVICE.

4. TIME MANAGEMENT - When someone books an appointment for some service, it is expected to start on time with an permissible delay of 10 - 15 minutes. 45 MINUTES DELAY IS A HUGE FLAW in the system.

5. Due to the incentive linked to the billing amount, staff members are FORCED TO UPSELL, and give false promises in the process, which inturn ruins the overall experience and in the end the customer does not get the desired outcome Therefore they will never recommend YLG services to anyone.

I have already sent an email and photos on their customer care ID.

I wanted all to know how YLG missells and misleads their customers.