REFeyeANCE Makeup and Hair

ance. I wanted to reply to your review directly as I was very disappointed to see that your interpretation of your experience with us was so negative. When 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

very sorry to hear you were frustrated the day before the wedding when you had a hard time reaching us. I did look at the communication and discovered that 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