Hello Sugar | Government Center - Brazilian Wax and Sugar Salon

Amazing staff, terrible management. I booked an appointment for 2:25 in the afternoon. At about 1:15 the day of, I received a call letting me know that my appointment was delayed until 2:40 because my esthetician was delayed due to the snow. Ok, cool, no worries. I arrive to my appointment at 2:43, having messaged them that I would not be early because the scheduled train I was supposed to take did not show up, and checked in. A few minutes later, I received an email saying that my appointment had been canceled. Confused, I decided to wait until the esthetician finished up with her current appointment to ask if it was just a mistake, because the doors to the suite were closed and on the outside they say that if the doors are closed, they are currently seeing a client. When no one comes out of the suite by 2:55, I call the receptionist. I tell her the situation and she tells me that my appointment has been canceled because my esthetician has been delayed and offers to rebook me. I clarify that my appointment was canceled after I had checked in and it was supposed to start because the esthetician was still going to be late, despite already moving my appointment back by 15 minutes due to the snow delays my esthetician was going through. She confirms and offers to reschedule an appointment again, and I decline. I still decide to wait, thinking to ask the esthetician if she has any openings for later today whenever she does arrive. After I hang up the phone, another woman shows up who has an appointment at 3. We chat, I tell her my situation, and explain I’m hoping for an opening later. A few minutes after that, the esthetician shows up, checks in with the other woman, and then asks who I am. I tell her about my delayed 2:25 appointment and how my new appointment was canceled after I checked in. She’s baffled, because the company knew that she would not be in until 3pm. I’m floored, because I have now been lied to repeatedly by the receptionist telling me that my esthetician is delayed while knowing that the esthetician isn’t scheduled until 3. The company could have canceled my appointment hours or days ago when they realized the mistake with scheduling, but instead allowed me to spend 25 minutes traveling and another 20 waiting while knowing the esthetician would not be in until 3 and would not have the space to take me, as her schedule is fully booked. However, my esthetician felt incredibly bad and offered to take me on her break, and told me to come back in a little bit. This review is not at all a reflection of the quality of the service or my comfort with the esthetician. Renee, if you see this, you were amazing and made my whole day❤️ The management completely failed at their one job, scheduling and customer service. Instead of having one difficult conversation explaining the mistake with scheduling, they waiting until last minute, lied, and wasted my time. I would not come here again because I would not trust that I would still have an appointment upon arrival.

My wax experience was fine but I will not be coming back here. My first experience when I was 6 months pregnant was great. So I decided to sign up for their monthly membership because it was cheaper. After that first experience, every appointment I had was canceled day-of. Once, I was literally walking in, 5 minutes before my appointment, and I got a phone call that my esthetician wasn’t there and my appointment was canceled. Cancelation happened 3 times in a row. So I get charged a fee if I cancel, but they can cancel my appointment 5 minutes before??? Then I can’t even get on the phone with someone to reschedule, it all has to be done through the app where it’s not guaranteed I’m going to end up getting an appointment. Go somewhere else.

When they say they have a 10 minute grace period, they’re lying. I had a wax appointment with Yeasbira scheduled for 11:10. Due to a detour that delayed me when I was set to arrive at 11:04, I arrived at 11:19. Within 9 minutes of the 10 minute grace period. She opened her door when the time officially hit 11:20. I had even called and was told that I would be fine if I arrived by 11:20. I was told that she couldn’t take me because she “had clients back to back.” There is a grace period for a reason. Don’t tell people that you can’t take them when they arrive within that time.