This Is Seriously Messed Up..
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- čas přidán 11. 03. 2018
- I think what they did was wrong. What is your take on the situation?
also- don't forget to follow me on instagram! / monicachurch
In todays video I travel from Seattle to Cincinnati, Ohio to tour the proctor & gamble head quarters, learn more about their products, etc. After that, I left straight for Las Vegas to work with NASCAR on some stuff! I'm super excited to share with you guys what I will be doing with NASCAR. follow me on Instagram for more live updates on that!
Along the way I forgot about a waxing appointment that I had. I was charged a no show fee, which totally makes sense- but I was pretty irritated when I found out the fee was the full price of the service, which they weren't very clear with me about. Missing the appointment was an honest mistake, and I have never done so before. As a pretty loyal customer to this company I was pretty bummed out that they did this. People make mistakes. What is your guys' take on the situation?
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If their policy was explained to you as a 50% charge for no-shows & less than 24-hour cancellations and they refuse to refund you half of what was charged then I would dispute the charge on my credit card! That's shady to me, and I would not be going back. I've never heard of a place charging 100% for no-shows.
They should definitely be more cooperative and understanding with a repeat customer as well.
Ashley Lankford I agree. Call the card company and tell them what happened. Often in cases like this they will refund your money.
I feel like a portion of the price would make sense, but not the full price, especially without making it fully clear that is the case. In addition to the fact that you have been a loyal customer for so long. I think you made the right choice not to go again.
I already commented on your Twitter post about this... but I think you did the right thing. You called to see if it was a mistake and when you got the answer you made a decision as a customer to go elsewhere.
yeah, she was really polite! most people should be like that, I know I should! I get so pissed off so easily and I feel so bad to take it out on others, but do it anyway :/
Monica’s at the airport?! NO WAY!
lol
Is Esme your last name? Middle name? Either way every time I see my name I comment :)
I honestly would’ve thought that deodorant was an eos
Jada Williamson I thought the same thing!
Full price is way too much. I've never heard of that. I understand a fee, but not 100% charge. You should complain to corporate.
did they show you all the animal lab testing they do too?
foshothebest maybe if she went again 😂
seriously.
Yeah, when you no call no show an appointment typically they charge you 100%. If you call them to reschedule the same day then they’ll charge you the 50%. I work at a spa and we do the same thing.
Honestly as much as it sucks, I respect the policy. If people were allowed to no show all the time and not get charged, they would lose a ton of money over time. If you called ahead of time to cancel, the girl who does your waxing could have booked another customer in that time slot and probably have gotten a pretty nice tip as well, rather than waste time waiting around for someone who's not going to show up. I work in a gym and it's a similar situation with personal training sessions. There's nothing more frustrating than taking time out of your day to sit in traffic and show up to train someone and it turns out they just forgot to come. In cases like these, clients are still going to get charged, full price (the only exception being illness/emergency/etc). When employees are planning their day around you, it's not fair for them/the company to have to pay for your absence. It is unfortunate that it seems the policy was explained to you incorrectly the first time, but a 50% charge would be extremely generous of them. I understand that mistakes happen and it doesn't feel good to pay for a service you didn't even receive, but it was just one time and at least now you'll probably be more careful in the future. (sorry idk how this got so long lol)
I’m a massage therapist, and we charge the full price of the service as a no show fee, however, if it is the first time/an accident/emergency I usually let it slide once. The no show fee policy is in our intake forms that the client signs. The reason we charge is because this is our livelihood - we set aside an appointment time for you, reserving it so no one else can book that time, and if you don’t show, I don’t get paid, and there is usually no time so fill your time slot if you don’t show. If I let this go/didn’t charge for any no shows, I would be losing out on a lot of income! My clients also get two text/email reminders before their appointment as well, so there’s really no excuse! However I am understanding that sometimes life happens, I sort of deal with it on a case by case basis!
Reason for full price - you are booking an appointment, therefore agreeing to pay a fee for a service, which your service provider counts on to pay the bills, and if you don’t show/don’t pay, we don’t get paid. BUT the specific place’s policy should be made known to you, and by booking appointment you are agreeing to said policy, so if they didn’t stick to policy that’s wrong. Did you check their website/forms for the policy?
*bring the purple hair back*
and.rosie so it can fade again?
JerichaG92 I think she should go permanent purple
Hella ugly. Well uglier
michelle peterbilt :(
michelle peterbilt I didn’t want to be the one to say it. Purple isn’t her color
my mom works in a service industry similar to that, and it's only fair that they charge the full price because that's an hour that they could've scheduled someone else, but they scheduled you. It's really difficult to make a living in these kinds of jobs, so even though it was a mistake on your part, it would take from their income and it can be a big hit to their paychecks. It's annoying, but it's a bigger loss to them than it is to you and it's not their fault so they really shouldn't take that pay cut.
I don't know if it's different in America but where I work in the UK, you get charged the full price of the appointment if you don't show because you have effectively taken a spot where another full paying customer could have been. We don't charge you for calling and moving the appointment beforehand but if you call during the appointment or after the appointment, we have to charge you. It sucks to be on the other end of it but especially with busy clinics, you know you could have filled that spot had someone had called. However, they definitely should have spoken to you before automatically charging your card.
Problem is when you book a time they expect you to show up so they do not book another client so they lose money when you are a no show....if you had 5 customers coming to see you and they were all spending $100 you expect to make $500 that day...if 2 people do not show now you have made $300 ...sucks but i see their point
"I've been consistenly going every 5 weeks....So in the past 7 months I've gone 7 times."
It really depends on the business. Very busy businesses are going to have pretty strict no-show policies. If they are in the position where they were turning away other customers to hold your space then you will very often get charged the full amount. Think of the actual provider who is most likely working for tips, that person isn't getting anything even though the company is staying whole. Too many people have cancelled far too often for providers to not have that policy anymore.
Okay well if you forget your appointment it would make sense to me to charge 100% because they could have had another client who paid the 100%
I missed your vlogs so much Monica! So happy to see another one, much love!😍😊
I’ve been binge watching your videos and I’m so glad you uploaded! 😬
I think you’re totally right in this situation. I’ve never heard of anyone charging the full amount. You did the right thing by calling to clarify their policy. I wouldn’t go back either. Like you said there’s so many more places, so their loss!
I work at Massage Envy as a front desk and when a client is in that situation we either waive the fee if its their first time no showing, but if they have done it multiple times we only charge 50% because we only need to pay the therapist for their time.
I had a similar thing with a gym membership. It was an 18 month membership and there was a line in the contract that I could cancel after 12 months with no penalty. The language was a little ambiguous so I asked the sales rep to clarify it. He agreed that I could cancel penalty free after 12 months. When I went to cancel at Month 13, the gym asked me to pay the $500 penalty. I told them according to our state’s laws, they were exercising fraudulent behavior by telling me one thing when I entered the contract and saying something different when I was trying to exit it and I’d be happy to take them to small claims court and/or report to my state’s business regulatory agency. Needless to say that was enough to get them to cancel the membership penalty-free. I was courteous the whole time but I wasn’t going to let them screw me over. In your situation, you should’ve checked the policy online and also asked “What is your policy for a missed appointment?” Instead of “Is it true that it’s the full price if I miss my appointment?” to try to catch them on their bullshit. But you live and you learn for next time.
As someone who has worked at music studios involving a lot of appointment slots and scheduling, I understand their policy. The employee was expecting to work and get paid for that section of time and it wouldn't be fair if they just let no shows go and not receive the money they were expecting to earn and who did their part to be prepared to earn (by showing up for work, getting the waxing space ready etc), and without having the chance to even fill an expected cancellation spot. Our mindset at the music studio was if we made a policy exception for one person (even if they were loyal), we would have to do it for everyone! At the same time though, if they told you 50% would be charged, it's messed up they charged you the whole price!
I agree with your outlook on the wax places no show policy. That is crazy and I would have challenged her since you were told or understood a no show was 50% of the service cost. I can understand if you were a repeat offender; however, with this time being the first missed appointment they should have either processed a payment to match your understanding or at least given you one free warning. Sometimes it is important to challenge a company when your gut tells you they are screwing you over and/or taking advantage of you.
I am in the service field and I believe everyone deserves one free pass and at that point also provided with a reminder of the no show or showing up late policy when a reschedule is being requested by the customer/client.
Just watched your interview on Sara’s podcast, related so much to what you guys were talking about! So glad to see you uploaded!
That's usually how services like that work. The place that I work at doesn't charge for as long as the appointment is cancelled by close of business the day before, charges 50% for a same day cancellation, and charges 100% for a no call no show just for the fact that the time slot was set aside specifically for you and had absolutely no chance to go to another client. It's unfortunate for you, but the policy is fair
I have been to many salons and have seen many different no show policies. Many charge half price if you call less than 24 hours in advance, but if you don't show then they charge full price. I don't think it's unethical I think it's a policy they are following and you should have been more informed. They most likely work on commission and if you don't show they don't get paid. Most places also don't tell you their cancellation policy unless you ask for it. I work at a hotel and our policy is 24 hours as well and we charge 1 night of room and tax for any no shows or cancellations who don't make that cut off. Use this as a learning experience and just be more informed next time.
contracts>loyalty
Omg I love it when you have such a nice convo with the person beside you on the plane. It’s the best
I see both sides of the no show thing , as I’ve close family friends in the beauty / hairdressing industries. On one hand I see where your coming from , but on the other I see where the shop is coming from , because when you no show , that’s a spot someone else could have taken, this is their lively hood , and you not showing they’d be (as you siad) $100 out of pocket , it kind of erked me that you didn’t think to see it from their side , what if everyone on one day decided not to show up? Because it’s not a big thing ? They can’t get anyone to fill that spot so they’re out of pocket , even if you’d called to cancel 30 minutes before the appointment, They might of been able to have someone else book in for your time !
I do agree with what you're saying to an extent. A lot of doctor's offices are the same way. But I'm going to play devil's advocate here: If you don't cancel your appointment then they are unable to schedule someone else during that time so they lose money. But I agree it shouldn't be full price since they don't have to use any product.
It's normal that they charge you 100% if you don't show up or cancel within a reasonable time. They usually tell you that too. It's up to you to tell them you can't be there, they could have had another customer in their eyes. Almost all companies do that
I work in a dental office, and our cancellation policy is at least 48 hours notice. If you give less notice than that, we charge $50. If it's your first time cancelling/not showing up, we'll usually waive the fee and reiterate the fact that if it happens again, you'll be charged. Never heard of charging for the full service though!
I love you so so much , Monica. You are such an inspiration to me , and it makes me so happy seeing a new vid from you in my subscription box! Keep up the wonderful work with everything as always girl, and of course, stay smiling!🤗💕
I don't know about the US...
But over here it's common that a no-show fee equals the full service.
After all, no-one else got an appointment then so if you don't pay them that full sum they'll be losing money on you not showing up.
It's not *their* fault that you're not showing, so why should they lose money based on your mistake?
I know it's a bit of a bummer, but that's life really...
It's not so bad for something like a hairdresser etc...
Try paying the full fee for a dentists appointment though...
Think up to 2 000 USD worth paid for an appointment you didn't show up for...
Something you need to realize being in a service industry such as a salon business, it’s extremely irritating for the provider to block out an amount of time for you to not show up when they could have given that appointment to someone else who really wanted it. The service provider depends on your business, that is their living; they don’t make money from social media they have to schedule clients for a service to make their money. It is not taking advantage of you, they are simply protecting themselves by charging you. I am not in this industry but have many friends who are that have been affected by situations like this where they weren’t able to charge anything at all for a no show and had to turn away appointments from people who really wanted a time slot; they not only lost out on the original service but turned someone reliable away. I really don’t like to get heated but recently your vlogs (which I genuinely used to love) have gotten on my nerves; you come off entitled-like the service industry workers owe you something; then you revel in the fact that you can order things from a screen and not have to talk to anyone. Funny that the second you’re unhappy you want someone to talk but when you don’t get your way you threaten to take your business elsewhere.
most places are like that if you don’t cancel within 24 hours, and if they are they will have a confirmation call/email to back themselves up so you were in the wrong. Sorry
I responded to your tweet when this happened (+ you replied back to me which im forever grateful for), but as I said then as a hairstylist i can say that most salons/spas do charge some %, but not the full service. And some places ive worked at didn't charge at all for no shows!
So to me, its really unethical. And I work in that business.
I love your videos!!! I love how when I have a bad or eventful week, I have your fun and awesome video to look forward too! And with that said, yes, you don't need to feel obligated. Like you said, just do what you want. I love your videos no matter what. You are awesome!!! And I am science nerd, so nice lab coat!!! I love your videos! Thanks for teaching your audience to have fun and go with the flow! You are an inspiration, especially when you teach us to better ourselves every day! And that a new day brings new opportunities! I am you biggest fan!!! And please tell Shelby I said hi too! Big fan here. Keep up the great work, Ms. Monica Church!!!!!!! Thanks!
They charged you the full service because they could’ve had another client in the time spot that you had. If you’ve cancelled, then they could’ve scheduled another client. If you go to a specific person, they kind of rely on returning clients on making money. So by not showing up, you’re costing them their time. If this makes any sense.... I’m going to school to be an esthetician and this was one of the things that is recommended to us to do when we have no shows.. of course not everyone has to do it but this could’ve been a reason why their policy charges full
Monica's face at 7:39 when she says "kind of amazing."
So working in the service industry (im a hairstylist) typically when you no show to an appointment there is a 50% charge which is why they always ask for a card to put on file. Its usually a no show fee because in the service industry people get paid commission and you not showing up to your appointment is them losing money since they dont get paid if they dont do a service. However you should not have been charged the full amount. You have every right to be upset that they charged you the full amount especially if at the beginning they told you it was 50% but in most places that you schedule advance appointments and dont show up expect to pay a fee. I say most places because my salon doesnt have this policy in place but it really is upsetting to us as stylists when clients dont show up to their appointments and they dont call or anything when we take the time to send out reminders. What some people dont realize is that we rely on people to show up to their appointments to earn a living and some people dont take the service industry seriously so they dont care.
This makes sense to me. I would've been completely fine paying a 50% charge like I thought I was told.
Yea, I think its ridiculous that you got charged full price. Did you have to sign a contract or anything saying you agreed to the 50% charge. Something doesnt seem right with what they are doing. It sounds very sketchy.
Check out SugarPlum in Seattle, they have a few locations and I've always had a great experience there!
I’m from Cincinnati!!!! I hope you enjoyed the city 😊
I live in Cincinnati!! I can't believe you were here, do a meetup if u ever come back :)
So I am a receptionist at a hair salon and day spa...and we usually allow a 24 hour in advance cancellation or we "charge" your card, but normally we never even charge the cards unless someone no shows 2-3 times.
Yes so happy that theres a new video from you
Isn't it the same like not cancelling a hotel room? You often get a chance to cancel for free up to 48hours in advance, so that they have time to book your room for another customer again. But if you don't, they can't rebook your room again and therefore lose potential profit. It's the same with this appointment. If you had cancelled, they could have had booked another customer and just charged that new customer for the work actually done. It's a company's way to protect them from all the no-shows. As you said, you wouldn't mind being charged 50%. But if everyone has that same mentality, then a lot more people would just not show up. This might be common policy just in the EU, I don't know, but being charged full price for a no-show on your end, isn't something unheard of. Don't get me wrong, it does suck incredibly hard to be charged 100% for a service you didn't receive. But you did a good thing actually calling them and double checking they didn't make a mistake on their end. I hate confrontation myself as well. So for you to call and film it, really cool!
Here's the thing- As a licensed esthetician, most of your pay depends on how many clients you see and the amount of services you provide. I do understand WHY they charged you. When you make an appointment, that time is then unavailable for other customers. So for you to not show up without a cancellation in a decent amount of time, it means they've lost an appointment that they could have made with another customer during that time. However, I definitely don't think they should have charged you FULL price for the service, especially given your situation. I really admire how you handled the situation, though. It says a lot about you as a person to make the decision to go elsewhere instead of blaming the actual employees for a company policy.
I love how many cool projects you're getting to do! I feel like it's more of what you want to do versus just typical beauty videos
I enjoy your videos, keep up the fantastic work!
I work in retail where there are corporate policies but I've seen customers fight and argue about a policy and usually managers will cave and wave the fee especially if they are a loyal customer so there are ways around it. People work hard for their money and to just charge someone full price for a service that they never receive is unethical. We're all humans and life gets crazy sometimes and we miss appointments. My mom is a hairdresser and she doesn't charge her clients a fee if they miss an appointment. I've never heard of that
6:21 i didn't have anything to offer😂😂
So happy to see my city on your channel! P&G is an awesome company and I have several friends and family that work for them. They definitely empower women. Thanks for visiting our city!
It’s because they could have filled your spot and made the 100% profit, if not more. It makes sense at the end of the day.
I would be livid. I hope they give your money back!!!
Unless there is something written that says how much you have to pay for a missed appointment then you should expect to pay full price as you wasted other peoples time waiting around when they could have had another client. I would go in person when you can. Then decide if you want to keep going there or not. You always get better service when you are in person rather than on the phone.
I was hoping you’d vlog in Cincy! I live there!
Alsoooo when is your NASCAR vlog going to be up?!?! Im so excited lol, Im a huge NASCAR fan
couldn't hear a single thing at the beginning :) also love your blonde hair!
Urgh I have missing appointments when im away.
I love Seattle/pacific northwest, and always complain that there are no direct flights from here to Seattle to hah
Did you sign forms that stated 50% or 100%?
I'm paid hourly and when someone doesn't show, I've had employers ask me to clock out. So I don't get paid. So instead of me clocking out, I've had employers charge a fee.
Your videos are everything Monica 😍💕
My new girlfriend and I first bonded over both loving your vlogs, and we still talk about that now that we're together haha we love you!
I definitely agree with you but on the other hand I do think they need to charge something for missing an appointment. People at my work do it all the time and it kind of sucks for the people doing the treatments to sit around but I do agree that 100% of the treatment is totally wrong!
I completely agree with you and I think what they did was wrong, my family owns a pizza store and if someone doesnt come to pick up the pizza we offer it up as slices or to the next few willing customers. If I were you I would not go back there!
A year late but I hope you enjoyed Cincinnati. I live here and people not from here usually say they love the city.
I just tweeted you !! But on Waxing The City's website they say their cancellation fee is only 50% of the appointment value.... i honestly would call again and ask to talk to the manager or something because their policy stated online is different from what they told you on the phone
omg i wish i knew you were coming in!!!! i live 10 minutes away from cincinnati dangit lol!!!
Wow this is pretty weird it’s never happened to me once in Europe and i must admit I had a few times of no-show 🤭🤭
i think it depends where you live ect. in norway it's very standard to get charged the full price if you cancell less than 24/h before, or just don't show. but yes i think it's wrong, it's just that I'm used to it
They can choose to charge the full price, and you can choose to go to a different business, and I agree be nice to customer service people, they are following a policy they didn't create. From the video they'll gain some business from name recognition and lose some potential business from a bad review of their policy.
i haven't heard of a place charging the full amount for missing that is crazy in my opinion! no judgement for never going there again haha
i get that that situation is fully annoying, but in there defence if you had told them you wouldn't have showed they would have been able to make that money with an available customer by filling that booking, but because you no showed they're essentially losing money if they don't charge you.
Hey! I work at a lash lounge in Seattle and the wax place shouldn't have charged you the full amount if you were not told this. You should call and let them know. I do get the 24hour policy or being charged possibly partial the amount because that is the technicians time that is being held from another clients but to charge the full amount isn't cool if you're a loyal client that does not same day cancel or no-shows regularly. They should understand and if you did miss your appointment and you call, they should look at your history and make an exception. Or that's what I would do... Of course do what you feel comfortable with but I would still call and voice the issue that you were told something different if only to make them aware that this is something to consider mentioning what booking or on confirmation calls.
At my place we charge a $25 cancellation fee if you cancel within 24hrs but it is on a case by case basis on why a client is cancelling. If it's for reasons that they couldn't help than I'd waive the fee
I guess I see it both ways, like yes we are humans and are forgetful and it sucks to be charged the full price (trust me I wouldn’t want to either.) However, on the company’s side this is a luxury service in the sense that you don’t have to get it done, when they book you they are anticipating your payment to a. Go towards running overhead costs and paying their employees and b. your service provider to earn her tip so she can keep up with her own finances. If you had canceled they probably could’ve given your spot to someone else willing to pay. I’m super forgetful so a little tip I always write everything down, even things I think I’ll remember haha I definitely would’ve brought up that you were told 50% though!
This is awesome I wish I could go to this being a beauty blogger
I just recently started getting my eyebrows threaded and go to this places called shanti and they do a really good job at reasonable prices, and usually have Groupon deals. If you’re ever interested in changing from waxing to threading they have a few places around Seattle!
You in that windbreaker with the Givenchy bag is kind of hilarious! Girl has her own swag that's for sure :)
STILL CRYING YOU WERE IN OHIO AND I DIDNT GET TO MEET YOU!!
(IM 21 AND OBSESS OVER A CZcamsR WHEN I SHOULD BE LIVING MY OWN LIFE-- UGHHH) LOVE YOU MONICA
Ok here’s my thing with the wax thing. They should NOT have charged you full price at all. Because while you didn’t show up and they had you blocked out in their schedule, and they should charge you for the time, you didn’t use any of their materials they need to pay for.
So they actually made more money off of you than if you’d went and used their materials.
NOT okay!!
AmandaKristine but if she had showed up like she was supposed to or was responsible and rescheduled, they would have, which they were counting on! And if it is their policy, then you’re agreeing to it by booking an appointment!
vanessajayde right but even though they were counting on it, they didn’t use anything because she wasn’t there, you know?
And yeah I understand that too but it sounds like she was told differently. And even so, it isn’t a very good policy 😕😕 But yes I agree if she knew about it, she should abide by it for sure!!
I don't feel like, as a customer, you should never feel like you have to prove you're a good enough customer for a business or feel you have to defend yourself in any way. You are giving them your money, not the other way around. You have the power to take your money elsewhere. As a business, it is their responsibility to serve you and prove THEY have earned the right for you to spend your money with them. Even taking 50% is really poor customer SERVICE. It's one thing for them to claim they'll take half the fee for no-shows; it's another to actually do it and then take more. They are crooks. It would have been impeccable customer service and have made you twice as loyal if they'd "forgiven" the missed appointment and let the bill go.
Yes that’s really messed up. Call and talk.
I would have expected like maybe 20% or something but the full amount is wild
Did you sign a contract with the spa? I’d check to see what it says. I’d be odd if they have that policy and you don’t sign for agreeing.
If you want to dispute the charge look up their no show policy on their website. if they told you 50% they should have charged you 50%. End of the day business is business!
the person singing in the background when monica is talking about hard-boiled eggs sounds so good
i can see monica being a nascar driver
On the whole no call no show thing...if it was in there terms and conditions, you’ve gotta just let it go. I think it really depends on how they pay their employees and if they’re actual employees or contracted. My hairdresser charges full price for no call no shows, but she’s very up front and clear about it. However, she’s also works independently so all money coming in goes directly to her business versus being a part of a corporation like Super Cuts or something.
It does suck though. Sometime places like that will have a one time grace period/forgiveness thing they’ll do if you ask.
you're always playing Australian artists and I love it!!! yay gang of youths and san cisco
why are you so pretty and your videos so perfect? it does not matter the subject of the video!! Love you Monica...
It is cool you called to see it was a mistake and when you got you made a decision as a customer to go elsewhere.its good i do this too Amazing Video very great you take of US to your trip love your Videos vety cool things you got .i stand to 100% behind you .you can sure.looking forward your next Video its great you do love it
I wish you could have explored Cincinnati more. It’s a great city... COME BACK!!!
Look at the contract you signed with your waxing place ( it may have been emailed to you when you first started going there, or ask them to email you one ) and see if their policy is on there or online! If not, you can get your money back.
I was born in Cincinnati! I don’t live there but I do live nearby and I love it.
i can hear the song Happy together playing in the background at around 8:50
I think what they did is fair because they would have lost that money if you didn't show up. business is business.
Charging the full price is definitely ridiculous. Your dentist or doctor wont even charge you the full price, a fee is understandable they may have had to turn away other clients and then you didn't show but that's what happens in business sometimes. You handled it really maturely though I've worked in retail and restaurants my whole life and most people would just freak out without even apologize for messing up first
i would call the waxing place and flip out....my waxing place (European wax center), gives you one chance if you don't show up. like no consequences the first time you miss an appointment but if you miss multiple appointments then they charge you half the price
Charging full price is ridiculous. And then the way it seemed like she knew you were upset and then was just like, “ok Monica have a good day”. Horrible customer service and like you said, there are other options out there so definitely a poor business decision on their end. Yeah, I would never go back there either and I would also dispute the charge with your card company because you didn’t even receive the service