Sugar Bee Skincare & Sugaring — Local services in Riverside

I was initially excited about booking with Sugar Bee after being referred by a loyal client. I had been once before, and my service with Dezi (Krystalin’s sister, who was in town temporarily) was amazing. However, my next and most recent experience was incredibly disappointing. I had to cancel my appointment due to a stomach virus, and when I called to explain, I was told I would still be charged a 50% cancellation fee because their policy applies to all cancellations, regardless of reason.

They requested a doctor’s note to waive the fee, which, given my illness, was difficult to obtain. Expecting someone who is actively vomiting and dealing with diarrhea to go to a doctor just for a note for a wax appointment felt unreasonable and lacked basic compassion. Not only did they show no empathy, but they also didn’t offer any solutions or compromises, such as waiving the fee as a one-time courtesy for a new client. While I understand the need for policies to protect the business, there should be room for understanding in cases like this.

As someone who has worked in customer service, I’m usually very understanding and give grace to service workers. However, this experience was unlike any other, and it was truly unbelievable. I also worry that by being so strict with the policy, they might encourage clients to come in sick to avoid paying the cancellation fee, putting both staff and other clients at risk of getting sick.

To make matters worse, I was informed that I would no longer be accommodated as a client due to my ‘unpleasant’ behavior, which was completely uncalled for. The attitude and lack of empathy made it clear they value rigid policies over customer care. I will not be returning, and I would advise others to be cautious when considering their services.

Update: I sent in a doctor’s note as requested, yet I have still not received confirmation that my cancellation fee was waived. I emailed and texted yesterday with no response. When I called from my number, they declined the call, but when I called from a different number, they answered. When I asked for an update, they took my name and said they’d “make a note and get back to me,” but I still have yet to hear anything. At this point, it feels like they are avoiding me rather than handling the situation professionally.

Constructive Criticism:

From my experience, if the situation had been reframed differently, it could have eased my concerns and left me with a better impression of your business. When I explained that I was sick and needed to reschedule, instead of offering empathy or even the possibility of a one-time courtesy for a new client, you immediately stood firm on the 50% cancellation policy without any consideration of my situation.

A simple acknowledgment of my sickness—something along the lines of: “I understand you’re not feeling well, and we do have a cancellation policy, but because you’re a new client, we can waive the fee this time and ask that you provide a doctor’s note in the future”—would have gone a long way. Instead, you stayed silent after I explained I had been throwing up all morning, simply responding with “I understand.” There was no offer of compromise

I’m sharing this feedback because I believe with better communication and a little more empathy, you could truly elevate your customer service experience and make your business even more welcoming. Although I’ve only been in once, I think the services at Sugar Bee are great, but customer service is just as important as the service itself. I hope you’ll consider how small adjustments in your approach could make a...

Because I truly enjoyed the service, I've been coming here for two to three years. To be honest, the lack of professionalism and communication is getting to the point where I think I'll need to find a new place. I find it quite unpleasant that my appointment was canceled TODAY thirty minutes in advance without any prior notice or explanation, and there was an instance where my appointment time was also altered without any prior notice. Why must I give them a call to find out why my appointment was canceled or changed? There is no logic to that. You would expect greater consideration as a loyal customer. I have only been kind and understanding, but I'm growing tired of it. In addition, my service provider has been switched several times, even while the person I reserved is there (I always book with the owner), merely to give the new hires experience. I am aware that the service provider may change, but it still irritates me when the person you booked is there and the replacement performs poorly. I've been switched providers more than once, and each time they've performed not well. I typically get Brazilians, and since I'm a girl with thicker, coarser hair, I know that not everyone can wax it properly and they haven't. Because of the practice she attempts to give the new hires, I've been getting ingrown hairs all the time. I know they need to practice, but I really don't want them practicing on me, especially when the treatment costs $80 and I'm not happy with it. When I've had appointments, I've also spoken to the owner about my displeasure, and she told me that I could always tell her, leave a review or a complaint, but if someone who doesn't know how to wax my hair is always being forced to do it and I'm still left paying for it, that's as good as a complaint will get. Honestly, I enjoyed coming here and the owner is nice but I’m very frustrated with the unprofessionalism of this...

The owner was extremely rude the entire time I was at the establishment. I would rather be refused the appointment then be treated the way I was just treated. At the beginning of my wax she stated that she had another appointment within 20 mintues and although it was my first wax she wouldn't be able to take her time. After pulling the first strip of wax I yelled. Nothing dramatic or crazy. The owner then tells me " be quiet our customers dont yell" at that point I decided to end the service. Upon exiting she stated to not charge me for the service. I woke up this morning only to find out she did in fact charge me. I called to have a refund processed and was told that they would not be refunding me because I was more than 15 min. late to my appointment. I was 7 minutes late and have calls and other proof of this. I called an hour in advance to my appointment and confirmed their grace period and let them know my expected ETA. I definitely feel my race played a role in how I was treated. I hope no people of color spend their money here. I was able to schedule a new appointment at European wax in the Riverside plaza and the rooms were cleaner, and the staff was amazing. The service I received was worth every penny. Please, consider spending your money at businesses that provide amazing service like European wax not places...