Lynda J.
I hired Here Spa in August for my son’s…
I hired Here Spa in August for my son’s October wedding in a small town in Connecticut. I paid in full upfront for hair and makeup services for myself (mother of the groom), my sister, and my daughter. The company guaranteed that their vendor would come to our inn for on-site services. In the weeks leading up to the wedding, I reached out multiple times — at least five — to confirm our appointment. Each time, I was assured by text and email that everything was scheduled and confirmed. Then, just one hour before our stylist was supposed to arrive, the company cancelled. There were no backup options, no solutions offered, and we were in a small town with nowhere else to turn. On one of the most important days of my life, they left us stranded and incredibly disappointed. This company failed to deliver on their promises and showed no regard for the importance of the event or the stress they caused. Do not use Here Spa. They cannot be trusted to follow through when it matters most. UPDATE: Here Spa’s response is completely unacceptable. They claim they “triple-checked” with their vendor and chose to trust her, but that is simply not true. I have screenshots proving that three days before the event, I reached out to the hair vendor using the contact information provided by Here Spa and received no response. I immediately informed Here Spa and asked them to verify the contact details. Their reply was dismissive and unprofessional. They told me to stop worrying and assured me that everything was “under control.” It was not under control. I texted the vendor two additional times, both messages marked as “read” with no response. Then, just one hour before our scheduled appointment, Here Spa notified me that my vendor had “an emergency.” Yet, at that exact time, I received a TikTok notification showing that my assigned stylist, Madison Frelix, had just posted on social media. There was no indication of any emergency. I have full documentation, screenshots of every message between myself, Here Spa, and Madison. There was no emergency, only a complete lack of professionalism and accountability. Madison could have easily responded to say she was not coming, which would have allowed me time to find another stylist. Instead, I was left without services on one of the most important days of my life.
Response from HereSpaOct 22, 2025
UPDATE: Lynda, we’re sorry again for the disruption on your son’s wedding day. We’ve reviewed your update and want to clarify a few points and outline what we’re doing now. “Triple-checked” clarification: In our original reply we described new processes we’re implementing (including a day-before and morning-of triple confirmation) going forward. We did not intend to suggest those steps had occurred before your appointment. Pre-event contact attempts: Our internal logs show the assigned stylist confirmed availability during check-ins in the days prior, but became unreachable on the day of service. We understand you report separate messages that showed “read” and no reply; we will gladly review any screenshots you share so we can reconcile our logs with yours. “Emergency” vs social media activity: We cannot validate third-party app notifications on our side, but we take this seriously. Regardless, the provider’s failure to communicate is unacceptable. As noted, the provider has been removed from our platform, and the full refund was processed. --- Lynda, we’re truly sorry. A stylist assigned to your booking reported a car accident and then became unreachable one hour before your appointment. Regardless of the reason, a last-minute cancellation on a wedding day is unacceptable and not the standard we promise. What we did immediately: - Canceled the booking and initiated a full refund right away. - Waived any fees and removed/terminated the provider from our platform for no-show and non-communication. Why there was no quick replacement: - Your event location had limited on-call coverage at that hour, and the short notice made a same-day replacement infeasible. That’s on us to plan for better. What we offered: - We offered a future complimentary/discounted service as a make-good; we understand you preferred not to rebook with us. While our policy doesn’t cover third-party costs booked outside our platform, we recognize this was a major day for your family and we’re sorry for the stress caused. What we’ve changed to prevent this: - Implemented an earlier day-before and morning-of “triple confirm” with backup provider assignment for time-critical events. - Expanded an on-call coverage roster for rural/small-town bookings during peak event hours. - Added instant escalation rules (live supervisor contact) when an assigned provider becomes unreachable. If there’s anything outstanding with your refund or you’d like to speak with a manager directly, please email [email protected]. Again, we’re sorry we let you down on such an important day.