Jenny Luu Hair + Makeup

al appointment date to Tuesday June 4 @10AM, something urgent has come up and I cannot come on Monday - Thanks Lisa”. I acknowledged your email on Friday before I arrived on location for my next client and mentioned a bride was already scheduled and if there was another day that worked for you, to let me know. I also mentioned within my reply, that I had clients scheduled throughout the rest of the day. Please know that when I am with clients it is just difficult to check emails and I am sorry if that was misunderstood. If I may also add to my explanation, my policy, my hours of operation are Monday - Friday 10:00 AM - 4:00 PM. Weekends are dedicated to weddings during the day and in the evening, for my family. The reason why I have set hours is to create a balance between work and life as I run my business and be a mom. This is all indicated in my pricing/policy brochure, email signature and my email auto replies. My auto replies states there will be a delay in my response when I am on location with clients, a photo shoot or a wedding indicating my hours Monday - Friday 10:00 AM - 4:00 PM. Please know that I always strive to respond to all my emails within (or less than) 24-48 hours which you experienced when you initially reached out on May 16th as we had several conversations this day. Please know I am so sorry if my policy does not meet your level of expectations. To continue if I may, you sent two emails, one on Friday (during the time I was working on clients) asking if you could do Wednesday indicating "The problem with Monday is that I had a family matter come up, let me know" and second email on Saturday that you want to keep your Monday appointment and will make travel adjustments. Sadly, I did not have the opportunity to see your emails and acknowledge them until you appeared at the studio on Monday. When we connected over the phone Monday while you present at the studio, I was apologetic that you took the time to travel to the studio and continued to try and explain and resolve this but did not have the opportunity as our phone conversation was ended by you after 3 minutes. I am so sorry to hear you had trouble reaching me by phone as I can assure you my number is valid. I received one call from you on Monday morning, When I picked up, it disconnected and I tried to call you back and we were both calling each other at the same time. Please know from the bottom of my heart, the last thing I would ever want to do is cause you to be upset or insulted and so very saddened by all this. Thank you so very much for allowing me to explain. Warmly, Jenny.

onal makeup application can take 45 mins - 1hour. I am usually on the spot with timing and once in a while I get caught up in chatting or I love the look so much that I can't help myself and keep going a bit longer when it comes to a photoshoot. Of course on a wedding day, timing is everything as all my brides can agree, my team and I are either ahead of schedule or on time. :))))))

l party were all extremely important to me. In regards to your inspirational hair and makeup images, I always like to discuss further during a trial in order to get a better understanding to achieve a bride's ideal style. We did go over the different hairstyles you provided and narrowed it down to your top few choices and then adjusted it to suit your hair type. We were all very happy with the hair and makeup results and as you had informed me after your trial, Jay loved it as well. I also go over it again on the big day in case a bride has any changes to make. Many times, a bride or bridal party will ask for my opinion when they are unsure of a style. It is a special treat for me to be freely creative but at the same time, I still like to ask questions- would you like it up, down, low, centered, side swept, natural, semi-dramatic or dramatic makeup etc. On the wedding day, I did this with your sister as well because I wanted to make sure she would be comfortable with the look. I'm sorry if you misinterpreted all my questions that you needed to be more specific as that was not my intentions. Please express my apologies to your sister as well. I wholeheartedly apologize about the bobby pins when I said I never had a bride inform me each one hurt as it didn't occur during the trial and my humorous tone was not meant to be taken out of context in any unpleasant manner. I was definitely very mindful after you informed me you had a low tolerance for pain after my humorous tone, so sorry. I did inform your maid of honor that I was happy to place the pins in her hair and since she also wanted me to style her hair, I had informed her there would be a fee if she was ok with that and if not, was more than happy to place the pins for her. There was no charge for an additional artist and the extra fee was applied towards the early start fee that I had discussed with you. I always inform my brides that I will arrive 15 minutes early. As it is very rare for me to ever arrive late, I was on your wedding day due to the extreme amount of fog that morning. I drove with much caution way under the speed limit causing my delay that I had explained that day. I do sincerely apologize and truly saddened that you've felt you did not have a wonderful experience. I thought we had a great time getting to know each other during your trial and again on your special day. Take care Tammy. xoxo