LUX Beauty & Bridal

ience with us! We know how difficult it is to find the perfect glam team for your special day and to feel supported. We are so happy to hear we were able to make everyone feel beautiful and confident - we're lucky to have such talented artists like Veronica and Tanya on our team. Congratulations once again, and thank you for choosing LUX Beauty & Bridal 💕

clarify a few key points for accuracy and for anyone reading: Communication and phone calls -Since booking in May, you received 12 automated emails (invoices/receipts, reminders, next steps) and 18 emails from our admin team—real people. -We also accommodated a same-day phone call when you asked to talk through your trial, even though we normally schedule calls in advance. Outside of that, our policy is scheduled calls with all booking/timeline changes confirmed in writing so nothing is missed. -Our voicemail notes that calls are by appointment. If additional calls are needed, we’re happy to schedule them; written follow-ups protect accuracy for your artists and your schedule. Artist contact and “telephone game” -Our policy states artists don’t handle admin—artists focus on services only while our admin team manages timelines and changes so nothing gets overlooked. -Despite our policy (shared by the admin team) that we don’t provide artists’ personal contact information, you still requested the artist’s phone number at the trial and she declined per policy. 90-day change policy (why it exists) -The deadline appears in your Agreement, Quote, “Next Steps,” and 4-month check-in. After that point, artists’ calendars and payouts are finalized to protect their income. It’s also worth noting that vendor policies differ. For hair and makeup, it’s very difficult to backfill appointments inside 90 days, especially in peak season like November. Many artists rely on this period for a significant share of their income, so last-minute removals can materially impact their ability to cover expenses. -You requested to remove a hair service after the deadline and stated the artist should have verified service counts at the trial, even though our materials explain that booking updates are handled by the admin team—not the artist. As a one-time accommodation, we offered to remove the $120 service from your invoice and substitute a $70 removal fee, which would've saved you $50. The artist would still be paid the full service fee so their payout wasn’t affected; LUX would absorb the difference and keep nothing.You declined. You ultimately filled the slot with your sister, who was very happy with the result. Day-of timing -The outside makeup artist you booked independently ran about 45 minutes late, pushing your start in our chair from 12:30 PM to 1:15 PM. Thankfully, your hair timeline had a 30-minute buffer we built in, which kept the day on time. Additional courtesies -We made a rare exception to allow your outside MUA to use our studio for the trial so everything could happen in one place. -We requested your makeup artist’s email to coordinate schedules and prevent any service overlap, so your wedding morning would run smoothly. -Your additional hair artist also completed a hair extension add-on at no charge as a courtesy to keep the morning stress-free. We understand our policies felt strict to you, but they are designed to protect your wedding day and your artists, and they are communicated repeatedly before anything is signed. Many clients appreciate that structure. We regret that our approach wasn’t a fit for you, while we stand by the accuracy of the documentation and the professionalism of the team who served you. For Canyonwood Ridge, the planner, or any future client who wants context, we’re happy to provide the email record privately. We wish you the very best and are glad you loved your hair. -Caitlyn Holmes, Owner

ience with us! We're thrilled to hear that we were able to meet your expectations, and we're so lucky to have such talented artists on our team. It was our pleasure to work with you, and thank you again for choosing LUX Beauty & Bridal for your special day. Wishing you and your partner all the best in your new chapter—congratulations once again!

you—what an honor to be part of such meaningful moments! We’re so happy to hear that you felt flawless (as you should on your big day!). We appreciate your recommendation, and we wish you and your partner a lifetime of love, laughter, and happiness in this next chapter 💕 – The LUX Team