REFeyeANCE Makeup and Hair

n you initially inquired in late-May for your October wedding, we were already heavily booked for the year. We book 6-12 months in advance typically, and because we are in a global pandemic most of our early 2020 brides moved their weddings to Fall. October specifically is our busiest month. This means that many of our artists were already booked, leaving fewer options for artist selection. Many brides are open to us selecting their artist(s) as they are all professional, credentialed, and experienced artists and stylists. For those who would prefer to choose their artist, we are always more than happy to provide portfolios for review whenever requested. The reason you were assigned an artist without options the first time is because you requested a trial to be held within four days of booking. Typically it is nearly impossible to accommodate a last minute trial booking for the same week, but we were able to find an artist to accommodate your request and we booked you with her in order to make a trial happen during the time in which you were in town. Additionally, the evening before the trial at 8:45pm you emailed us asking for the artist's name and were provided with both her first and last name, and the name of her studio. We replied outside of office hours by both email (within 30 minutes) and also by text to ensure that you received the information in a timely manner, so you did have the artist's information prior to arriving for the first trial. Her name was provided to you the same way it appears on her Knot listing so I'm unsure where the confusion about who she was occurred. After letting us know the same day that you wished to cancel, our customer service coordinator went above and beyond to provide additional options for you instead of just simply canceling your reservation. We offered you a complimentary trial with another artist, and when you mentioned your sister had an alternate artist our coordinator took the time to research who that artist was, confirmed she was available, and sent you her portfolio as well as an additional choice. You replied by email that you reviewed both portfolios and chose the other option for your retrial. I did not find anywhere in your correspondence where you mentioned that you did not want the artist your sister used, otherwise we wouldn't have provided her as an option for you. All (3) of the artists you experienced have received overwhelmingly positive reviews with past brides, otherwise they would not receive work from us, but we do understand that not every artist is a great fit for every bride. This is why it's a great idea to schedule your trial well in advance of your wedding, so I'm glad you did and hope you were able to find a better fit for you. We did our best to be accommodating, friendly, and timely. Examples of this include the coordinator working to book a trial for you within 3 days of you booking with us (some brides have no choice but to wait several weeks for a trial appointment), texting you directly when she received your email asking for additional contact information at 9pm the night before your trial, offering a free trial when the first one was not to your satisfaction, researching who your sister's artist was and offering you the option of using the same artist for your wedding, apologizing that we had limited availability for your very busy date when you were concerned with only having two additional choices, happily rescheduling your second trial date on your behalf when you requested to change it, taking the extra time to reach back out to let you know that your inspiration photo links were not functioning properly, and lastly- I could not see a single email where our coordinator was nothing but friendly, responded gracefully, and provided you with whatever options she had at her disposal, and not one of those took more than one day for you to receive a reply to. Our last interaction with you was in June after your second trial when I canceled your reservation and willingly issued a refund of your deposit, so perhaps you didn't review all of this again before leaving your review last week. I apologize that we weren't able to be as accommodating as you expected us to be- I truly feel we did everything we could to meet your needs. We hope you found the perfect artist and had a beautiful wedding! Warmly, Ashley Walker- Owner RefEYEance Best of Weddings '10, '11, '12, '13, '14, '15, '16, '17, '18, '19, '20 The Knot Hall of Fame 2015

at you sent your email to a different division of refEYEance than the one we had been communicating with you on. We were able to reply to you directly after they forwarded it to us- and you did receive a reply from us within 3 hours. Congratulations on your marriage and best wishes to you! Additionally, if there are any changes the day before or the day of the wedding, it is best to contact your artist directly. Friday-Sunday we are often times out of the office with brides of our own, and may not receive your email immediately. We provide you with your artists' direct contact information along the way. We do have a phone number listed on the "Contact Us" page of our website in case you need immediate assistance. You are able to send a text message to that number as well for fastest reply. Warmly, Ashley Walker- Owner

communicate with you from start, to your wedding day schedule. The second email is our scheduling email which is solely for approving and revising your wedding day schedule. We actually implemented a price decrease this year (no increase). Your reservation was quoted during our old pricing which was higher. The schedule was made from your reservation details which contained the pricing you were quoted. When you asked us to honor the new website pricing we did so happily. Sounds like you had a win with your artist, and a win with lower than quoted pricing. Congratulations to you and you new husband!

heduled on the wedding day because your artist uses that time to make any changes necessary. You were only charged for the second makeup trial because you were ultimately unhappy with the first hair trial. There was no mention of you being unhappy with the first makeup trial. As stated in our communication with you in your initial quote, bridal service agreement and on your final schedule that was approved by you, all artists require a 5-6 application minimum. You were given 2 artists for 10 adult applications. After my review of your final schedule that you approved with no edits, Jamie was scheduled to do 2 adult makeup applications, your Bridal makeup, your Bridal hair and then another adult hair application. Your schedule reflected that you were not last in the lineup of services. We also complied with your request for your artist to relocate to another room (at no extra cost) for faux getting ready photos. In your final schedule, it was outlined that you received $10 off your hair and $10 off your makeup. Gratuity is not included in with our prices so it is completely up to your discretion on how much the artist deserved as a tip. We do ask that you reimburse the artist any parking fees. We also let you know that, in the bridal service agreement and your final schedule. If there was a specific place you would like for the artists to park, we feel that it would have been necessary for you to relay that information to them prior to the wedding day. We are happy to hear that your now husband was pleased with the outcome of what your artist provided. We wish you both blessings and love throughout your marriage. Best Wishes, EyeDo

having to leave the salon and cancel her appointments for the rest of the day. I did initially reach out to you via email that morning so that you could review and consider the 2 options I could provide for rescheduling in writing. You replied to this email in 9 minutes, and I responded back to you in 4 minutes. After this I began to communicate with you directly via text message in order to provide a more timely response. You and I personally spoke on the phone and we remained in contact through the morning as we worked to get your trial rescheduled. Additionally, at no point did we contact your artists via email for rescheduling, we communicated with your artists by phone/text. Being unable to get a trial rescheduled for the same day was not due to any delay in communication, but because I could not reach the alternate artist who initially said she could get you into her salon that day due to her being at work and busy with clients. I tried calling and text messaging her multiple times but it unfortunately it did not work out for that day. In order to compensate you for the inconvenience of not being able to have your trial on the date you initially scheduled for, despite my best efforts, Eye Do covered the cost of your trial run. I am sorry that this was not a satisfactory solution for you. I also wanted to point out that we have a phone number listed on our Contact Us page on our website for brides who would prefer to speak by phone. We do try to keep most of our correspondence via email so that we can both refer back to the details provided by Eye Do and brides along the way. This helps to keep things organized and assists our coordinators in being able to provide timely responses. I am glad to hear that Suzie and Noelle provided great artistry and professionalism and that you were happy with your hair and makeup. Congratulations and best wishes to you in the future. Ashley Walker -Owner Eye Do Makeup & Hair North LLC

kdown that may have happened during your booking/coordinating process. Our policy is stated from the beginning of the booking process, on our website and in our service agreement that we require a 6 adult application minimum per artist for Saturday events. Your wedding day headcount was 8 adult hair and 7 adult makeup, which would give you 2 artists. We did offer you a 3rd artist with an additional 3 applications and after that offer was sent, you decided to start at 7am with the 2 artists. With a 1pm finish time we had no other choice but to start you by 7am to finish everyone by your requested time. It is my responsibility to make sure that you are 100% satisfied within the terms of the service agreement. I wish you the best and a lifetime of love and happiness. Jennifer

lism. I'm so sorry that you found the coordinating process to be less than convenient. I wanted to take a moment to explain why we have multiple coordinators. Since Eye Do provides work to freelance artists in multiple cities and states, we have a large amount of email communication coming in and out each day. In order to handle the large amount of correspondence taking place, and in order to provide prompt responses and thorough communication, we have more than one person working our email inbox and we take turns covering various days each week. In your particular market there are 3 ladies that cover the emails each week, and all three of them can see your complete email thread beginning to end in order to stay up to speed on all of your important details, no matter which of the 3 of them responds. I will speak with the coordinators and remind them of the importance of carefully reviewing the details between the bride and Eye Do before responding so that we are working as effectively and efficiently as possible and to cause as little confusion to the bride as possible. Thank you for taking the time to leave a review and we wish you the absolute best! Congratulations!