We created Gals & Ghouls to combine our unique abilities and offer versatile, passionate, and creative services. We aim to provide the highest quality makeup services in the industry with personalized, on-location artistry. We are fully insured and professionally trained.
Our services include Bridal, Beauty, Men’s Grooming, Tattoo Cover-ups, Engagement Sessions, Boudoir Shoots, Bachelorette Parties, Wedding Showers, and more!
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Kelly S wrote a review May 8, 2023
Bad Business Practice – Not Customer Service Friendly
They are very slow to respond and communicate expectations poorly. Their cancellation policy is 72 hours once the contract is signed and they seemingl...y intentionally do not respond in a timely manner within the cancellation window. Once outside of the cancellation window they were more responsive, however rude and unwilling to flex on their policy even after citing reasons why I was uncomfortable moving forward with their hair services, and willingness to work with them before deciding to cancel (the result was not what I wanted and I communicated this within 24 hours to them). I was dissatisfied with the hair trial for my wedding, which was voiced during the trial and dismissed, and now I am stuck with a non-refundable deposit because of their poor communication practices. I politely requested the difference of the deposit and trial services refunded to me, and was met with extreme defensiveness. I felt extremely undervalued as a customer, and their apology simply did not feel genuine or with any desire to make it right.
Be careful when referencing their “not normal business hours” approach, because they will use this to say that just about any time that you contact them does not fall within that time frame.
This is the main concern, I had high hopes and excitement for their services based on previous reviews, and was incredibly disappointed with the way they do business. They are very shady with contracts, and seems they will skew their words to ensure they are not violating their own contract. See the other one star reviews, it was a similar experience.
Aside from that, Kaity who did my makeup was absolutely incredible. I started with wanting “natural but amp-ed up” and then realized I liked a lot more glam. She listened and provided advice, gave me exactly like my inspiration, and the makeup lasted all day – even after a gym workout. If you are confident in your services and need no changes, this make-up is worth it.
Date of wedding: 09-23-2023
Response from Gals & Ghouls
Responded 10 May 2023
Kelly,
Thank you for taking the time to share your feedback. We are sorry to hear that your experience with our communication and cancellation pol...icies did not meet your expectations. We value our customers, as our reviews on the sites we are active on (The Knot Google, Facebook) will show that.
While we understand your frustration with our response time, we did apologize both in emails and on the phone for our responses not be as fast as you were hoping for. As a small business, we have limited resources and do not have office hours, and we always ask for 2-3 business days to respond on our website's connect page.
Regarding your hair trial, we understand that it was not what you were hoping for, but our stylist provided the service you requested, and you did not express your dissatisfaction during the trial. There was a miscommunication, and the stylist left thinking that you were happy with the style. Our response regarding your dissatisfaction with trial took less then 48 hours and was due to our Administrative Assistant being out of town for one day as well as reaching out to us and your hairstylist to understand what happened at your hair trial.
We have never been rude or nasty to you, and we have always been willing to work with you within the boundaries of our contract. We were willing to offer you a steeply discounted trial as well as the option to cancel just the hair services and continue with the makeup services, but you wanted to bend and break the rules, which we could not accommodate. Stating dissatisfaction with services does not count as a formal request for cancellation, and we cannot make exceptions to our contract as we have to protect our team members' livelihood. We would also like to clarify that our cancellation policy is clearly stated in our contract, which you signed, and it is our responsibility to uphold it.
We are disappointed that your experience did not meet your expectations and that you feel undervalued as a customer. We are a small business, and we take our clients' satisfaction seriously and will make changes based on your feedback. We are confident that you will find a hair and makeup team that will be a better match for you and wish you nothing but the absolute best.