Is this a CF?

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So I’m a self employed makeup artist who rents a room at a local salon for every day I am there. This is about a first time client, don’t know her at all.

The week before lockdown officially started events had started to be cancelled and therefore appointments etc, no problem. I had one appointment still left standing for a wedding guest on the Saturday, couldnt get her to answer my calls or voicemails to see if she was still attending but assumed she would let me know if wedding was cancelled. (By the time I paid rent for the room it wouldn’t really pay me to take a singular appointment but I would never let a client down if possible).

I still live with my mum and she got a letter about shielding so I then knew that I was going to have to cancel regardless. But I was gutted at having to let sown a client at the last minute, I love my work and was worried that it might affect my reputation. Out of desperation I sent the lady a text when she still wouldn’t answer the phone the night before apologising profusely and explaining the situation, I told her a would send her a voucher to make up for it that she could use after this was all over. And I meant that wholeheartedly.

But her reply shocked me, “oh the wedding was cancelled anyway here’s my address for voucher” 😳

So she simply was going to be a no show anyway, which would have cost me rent. And she knew the voucher was for letting her down (as I thought). I was annoyed at the time but then forgot about it until I got a cheeky message today telling me she was still waiting for the voucher 😡

I know I offered, but I suppose I’m annoyed because I know she wasn’t go to do the decent thing for me. She never even acknowledged my calls until she got a whiff of the free voucher. Obviously I have no option now but to give it but I resent it so much.

AIBU or did I cut the rod for my own back?

You said you would send her voucher you didn't say for how much for the sake of her causing problems I send a £5 off voucher full face voucher with an expiration date and then when she texts for an appointment oops fully booked.

Going to be different here but for all the wedding was cancelled did she perhaps intend to still use the appointment to avoid leaving you out of pocket?

I was booked for a hair up on the Friday lockdown kicked in and still went even though the birthday party was cancelled. Figured it was hardly the hairdressers fault.

since you said 'a voucher for makeup application' not 'a voucher for free make up application' then send her a something-percent off voucher, that is only for use Monday to Thursday and put a deadline on it.

I would through gritted teeth honour the voucher but stipulate that you must purchase products to the value of x

Its not a refund, so just send a 10 or 20% off voucher min spend £75

I'd send the voucher with a "valid Monday - Thursday only" included in the t&c's

sorry but the voucher was in lieu of my not being able to honour your appointment. As you have now informed me that you had no intention of attending the appointment anyway obviously my offer is no longer required.

Definitely this.

I'd go with the 'to be used by the end of August / September, valid on Mondays and Tuesday daytime only' option. Mwahahaha!

Voucher for 20% off make up application. Please read my terms and conditions attached. Full payment if cancelled within 48 hours of appointment.

I would ignore her op

I'd give her the benefit of the doubt. She may well have intended to use the session anyway even though the wedding was off, maybe a treat for herself, a chance to try new products and techniques or just not to let you down. You're assuming she's a CF and she was planning to let you down but maybe she was letting you know the wedding was cancelled when you text as a 'oh don't stress about cancelling on me as it's ok cos the wedding was cancelled anyway'. I'd give her the voucher for what you promised as you don't know for definite what her intentions were and if you had doubts you really should have voiced them at the time rather than three months down the line.

"sorry but the voucher was in lieu of my not being able to honour your appointment. As you have now informed me that you had no intention of attending the appointment anyway obviously my offer is no longer required."

You don't know that she wasn't going to attend. You just know that the wedding was cancelled. Whatever you do, don't send her a message starting with the word "sorry"! Personally I think for the sake of your business reputation you need to do what you said you'd do. Lesson learned.

Of course you don't send her the voucher! That would be a mad thing to do. She's just told you she was planning to let you down without any warning, despite your previous messages. Send one of the messages above, saying given what she's told you now, the voucher's not going to be sent.

Or just block her.

I'd definitely go with the Monday to thursday idea with a percentage off.

If she want a more popular slot you can only offer a smaller percentage off.

@Lockdownhairdontcare

Going to be different here but for all the wedding was cancelled did she perhaps intend to still use the appointment to avoid leaving you out of pocket?

I was booked for a hair up on the Friday lockdown kicked in and still went even though the birthday party was cancelled. Figured it was hardly the hairdressers fault.

Never thought of it like that @Lockdownhairdontcare - it’s definitely another dimension to consider. Although if she was going to come I think she would have returned my prior calls.

I would not be sending her a voucher and would be requiring a deposit off future clients so this sort of thing doesn’t happen again

No voucher - and drop her a client for the future as she's so casual about cancellation. She wouldn't have answered except she got the whiff of a freebie.

I often don't answer calls to numbers I don't know. Maybe she didn't recognise your number. Did you leave voicemails too?

Just reread your Op and saw you said about voicemails too. At the end of the day though, you cancelled on her at the last minute, whether she'd picked up the voicemails or not. And your communication was done by text so it's entirely possible you've got the wrong end of the stick like I said before.

She responded though once she knew she was getting a voucher!

@soloula yes I left voicemails too. I appreciate what your saying, it’s something I didn’t consider. Perhaps been bitten one too many times.

@MsAdorabelleDearheartVonLipwig

I’d say sorry but the voucher was in lieu of my not being able to honour your appointment. As you have now informed me that you had no intention of attending the appointment anyway obviously my offer is no longer required. Cheeky mare.

^^ I'd go with this!!

You don't owe her anything.
She wasn't even answering your calls but was quick enough to accept your voucher?!

And no excuses of "maybe she didn't want to answer an unknown number"! She didn't even have the manners to contact you to let you know her wedding was cancelled so the appointment was no longer needed. If you hadn't cancelled, it's obvious she would not have turned up.
You're already out of pocket!

I will definitely issue the voucher, I wouldn’t go back on my offer.

It is entirely possible than she was going to turn up regardless but I would have thought she would have got in contact with me when I tried her several times and left her messages. I didn’t want to text as I felt it would have been much more professional over the phone but she wouldn’t answer. I suppose we’ll never know now. When I do do her makeup I should be able to pick up on her vibes but I have a feeling it was going to be a no show.

The problem is though YOU cancelled - yes the decent and moral thing as her wedding didnt go ahead would be to say no to the voucher

It was an incredibly odd time

Do you have a cancellation policy? Where I live if you don’t cancel within 48hrs of the appointment you’re liable for the full fee. Maybe you could word it so that she’s due you money but instead of a voucher you’ll write her debt off?