Laura W. Sent on 06/10/2024
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Quality of the service
1.0 out of 5 rating
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Response time
5.0 out of 5 rating
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Professionalism
1.0 out of 5 rating
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Value for money
1.0 out of 5 rating
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Flexibility
1.0 out of 5 rating
High Expectations, Low Results
The service was severely lacking, unfortunately. I went for my trial, with my bridesmaid and friend. When entering Victoria’s house, there was a strong, pungent smell. We were not made aware, at the time of booking, there were pets in the house, of which both my bridesmaid and friend are severely allergic to.
We were not made comfortable, despite travelling from London. I acknowledge this aspect is not vital, but as a professional service, it would have been nice to have been offered even a glass of water. I provided clear photos of what I had envisioned - these were not at all followed. There was no handwashing between us arriving and my makeup being done. Her hands were used to put creams on my face, instead of pads or brushes. The trial concluded abruptly an hour in, after being told we’d have 2 hours and that she was flexible, with no real chance of making enhancements or changes.
My face was burning and itching at the end of it. The makeup came off faster than it was put on, and there was more lipstick on my teeth than on my actual lips. When I brought this up to Victoria, I was told to get my own lipstick and she’d use that instead. Having the lipstick is essential, especially for touch ups. However, if something isn’t working, ie not having the exact shade or the lipstick is staining, try something else.
I asked for a second trial, to see how we could fix this and I was told I had to pay extra. There was no real follow up or solid explanation as to how we were going to fix it. Things happen, I acknowledge that, but this was unprofessional. Communication and professionalism are key.
The service was severely lacking, unfortunately. I went for my trial, with my bridesmaid and friend. When entering Victoria’s house, there was a strong, pungent smell. We were not made aware, at the time of booking, there were pets in the house, of which both my bridesmaid and friend are severely allergic to.
We were not made comfortable, despite travelling from London. I acknowledge this aspect is not vital, but as a professional service, it would have been nice to have been offered even a glass of water. I provided clear photos of what I had envisioned - these were not at all followed. There was no handwashing between us arriving and my makeup being done. Her hands were used to put creams on my face, instead of pads or brushes. The trial concluded abruptly an hour in, after being told we’d have 2 hours and that she was flexible, with no real chance of making enhancements or changes.
My face was burning and itching at the end of it. The makeup came off faster than it was put on, and there was more lipstick on my teeth than on my actual lips. When I brought this up to Victoria, I was told to get my own lipstick and she’d use that instead. Having the lipstick is essential, especially for touch ups. However, if something isn’t working, ie not having the exact shade or the lipstick is staining, try something else.
I asked for a second trial, to see how we could fix this and I was told I had to pay extra. There was no real follow up or solid explanation as to how we were going to fix it. Things happen, I acknowledge that, but this was unprofessional. Communication and professionalism are key.
Victoria Azevedo MUA's reply:
Hi Laura
I am alarmed at this harsh review here, so for the sake of clarity, I will respond to each point you have made individually, as this was totally unexpected from the brief interaction we had post trial.
>You stated: "The service was severely lacking, unfortunately. I went for my trial, with my bridesmaid and friend. When entering Victoria’s house, there was a strong, pungent smell. We were not made aware, at the time of booking, there were pets in the house, of which both my bridesmaid and friend are severely allergic to."
Regarding the matter of allergies: this is accounted for when you initially book with me. You may recall on the booking form there is a dedicated section provided for you to share all details related to allergies, for you and anyone in your party. I recommend in future, when booking this type of service, that you are more thorough in providing the relevant information when it is requested.
Regarding your comment concerning a "pungent smell": I keep my home to a high standard of cleanliness and always ensure visitors are welcomed to a pleasant-smelling home. With every visit I am thorough in cleaning all surfaces and floors prior to visitors’ arrival; I also use scented candles and diffusers to maintain a welcoming experience for my customers. It is quite upsetting to receive a slanderous comment like this given the courteous and professional disposition I’ve upheld at all times with you.
>You stated: "We were not made comfortable, despite travelling from London. I acknowledge this aspect is not vital, but as a professional service, it would have been nice to have been offered even a glass of water."
For this, I humbly apologise - I usually do offer beverages to all of my visitors, so please do not take this personally.
>You stated: "I provided clear photos of what I had envisioned - these were not at all followed."
Respectfully, the feedback you shared with me during and post-trial contrasts distinctly with that of your review:
“Thank you so much for seeing us yesterday! It is greatly appreciated!
In regard my make up, I am so, so happy with it.
I am so, so happy with my eyes and eyebrows (honestly, it’s the best my eyes have looked in years)”
>You stated: There was no hand washing between us arriving and my makeup being done. Her hands were used to put creams on my face, instead of pads or brushes.
I can assure you I keep my hands clean and sanitised, and I consistently uphold the highest standards in safety and hygiene, additionally applying anti-bacterial sprays and gels throughout the trial to avoid any cross-contamination.
I have used my hands to apply product at times, as any industry-trained professional will know the natural warmth from the hands can be a lot more effective than any brush - this ensures the product sits well into the skin. Brushes maybe used to apply these products on Instagram videos, as it gives off a certain appeal to a remote audience, but it’s not entirely necessary or effective.
>You stated: "The trial concluded abruptly an hour in, after being told we’d have 2 hours and that she was flexible, with no real chance of making enhancements or changes."
I would absolutely never end a trial abruptly or prematurely in any way. This would not make sense from a customer satisfaction perspective, and would only serve to harm my business.
If you wanted to try anything further, you only had to ask. Before finishing the session, I make sure you are 100% with the look and always go above and beyond to ensure my clients are completely satisfied.
You did request to add your bridesmaid to the trial while it was underway, which I had to respectfully decline, as this was not pre-arranged as per the clear terms and conditions you accepted upon booking. I have a 6-week-old newborn and am in no position to allow exceptions to the standard booking structure. I hope you can understand that I was not being difficult or unprofessional.
>You state: "My face was burning and itching at the end of it. The makeup came off faster than it was put on, and there was more lipstick on my teeth than on my actual lips."
Again, very shocked to hear the makeup caused burning and itching. I only use high-end makeup brands and have never received this feedback to date. I consistently ensure that the products I use are aligned with any dermatological requirements you share with me.
Following our trial, you stated in your message to me: “My foundation looked amazing, though came off in patches around my nose quite quickly, any help as to getting it to stay would be greatly appreciated.”
Had you had mention the burning and itching in our conversation and made it apparent that you were not happy with the results, I would have 100% offered a free trial to rectify this.
>You stated: "I was told to get my own lipstick and she’d use that instead. Having the lipstick is essential, especially for touch ups. However, if something isn’t working, ie not having the exact shade or the lipstick is staining, try something else."
I’m sorry if we had some mix-up in our communication here; I currently don’t offer to purchase lipsticks for clients, as I would have to raise prices substantially to accommodate this.
I usually advise clients that it’s a good idea to buy a similar or same lipstick we used during the trial so that you have the option to touch-up the makeup on your special day. You requested a very bold lip colour (which you said you loved), and I even advised you at the time that this could hold potential for causing issues, as it may wear off and be noticeable in any wedding photography.
Since the lipstick wore differently on you and rubbed onto your teeth, I recommended that you trial some lipsticks yourself, as a safeguard to prevent this from happening on the big day. Any recommendations I make to you are to help you and ensure your makeup is a glowing success, so I am sorry you felt I was being unprofessional here.
>You stated: "I asked for a second trial, to see how we could fix this and I was told I had to pay extra. There was no real follow up or solid explanation as to how we were going to fix it. Things happen, I acknowledge that, but this was unprofessional. Communication and professionalism are key."
I would absolutely offer a free trial as recompense to any customer who was not completely satisfied with my service. However, your feedback following our trial was highly positive, laden with superlatives about how much you liked your makeup. It is common for there to be some small issues to watch out for, as everyone’s skin is so unique, such as the foundation rubbing from your nose, or the lipstick issue that you mentioned - these are straightforward aspects that can be easily remedied on the day, and a full free trial is simply not warranted in this scenario.
I immediately responded to your message requesting a second trial, but you declined to respond and abandoned any communication between us henceforth. You state in your review that communication is key, yet you saw fit to ignore any efforts of mine to communicate with you post-trial, which makes it impossible for me to offer any further resolution.
It is also clearly stipulated on my pricing that additional trials for bridal party members are subject to an additional fee £60.00. I don’t offer free extra trials at present, so I could not offer this to your bridesmaid.
I pride myself in having consistent, thorough and transparent communication with my customers at all times, and made several attempts to engage with you post-trial; efforts which were regrettably dismissed on your end. I wish the sentiments you shared with me privately, both during and after the trial, were more representative of that which you shared in your review, so that we could address your issues in accordance to standard procedure.
I wish we could have reached a more agreeable resolution, and I wish you and your future husband a bright and successful wedding day.
