Long story short, terrible customer service, terrible response time to complaint.
Back at the end of May, I had an appointment scheduled. I received two confirmation emails plus a confirmation voice mail leading up to my appointment. As the new mom of an 8 month old, getting out to do anything takes more coordination than it used to but I lined up a babysitter and made my way there. When I arrived the front desk staff told me I had no appointment and upon looking shrugged and said it was cancelled. I hadn't cancelled the appointment and was confused but no explanation was given, no empathy for the situation expressed. I was told I could wait a half hour and they could squeeze me in but that was the extent of the exchange. There was no attempt to make it right. I asked to speak with a manager, and was told that there wasn't one there. It took another customer waiting to offer to switch with me when I explained I had a babysitter waiting for me to return.
Since then, I contacted corporate to complain and ask for a refund on my remaining wax pass. I was told someone would contact me from the location. I waited a few weeks, no contact. I finally had to call the location myself and ask to speak with a manager. The manager wasn't able to grant me a refund, only pass my request on to corporate. They came back with a by the book line about policy and only being able to offer store credit. (Isn't that the same as having the pass?!) I've asked twice now to speak to someone with decision making power above the manager and have yet to be contacted. The whole situation has been handled so poorly it is ridiculous.