Glamsquad Customer Service — Comprehensive Professional Guide

Overview and where to start

Glamsquad is an on-demand beauty service platform founded in 2012, accessible through Glamsquad.com and native iOS/Android apps. The customer experience begins in the app: users select service type, date/time, stylist level, and provide location details. The platform pairs those details with local professionals and shows estimated arrival windows and price ranges before booking.

As a customer-service professional, understand that Glamsquad’s primary touchpoints are in-app chat, in-app booking flows, and email confirmations. These channels are designed to minimize phone traffic and centralize records; if you need to escalate a case, document the booking ID (a 6–10 character alphanumeric code shown on confirmations) and include timestamps for every interaction.

Contact methods and expected response times

Glamsquad’s documented support channels are: in-app chat for active bookings, email for post-service inquiries, and an online Help Center at https://www.glamsquad.com/help. For urgent day-of-service issues, the in-app chat typically yields the fastest response because it routes messages to the stylist or local dispatcher immediately.

Best-practice response-time expectations to set with customers: immediate acknowledgment within 5–15 minutes via in-app chat during operating hours; email replies within 24–48 hours for non-urgent issues; and follow-ups for escalations within 72 hours. Logging response timestamps and agent IDs improves SLA compliance and internal audits.

Booking, modifications and cancellation policies

Standard booking information that should always be recorded: booking ID, service type (e.g., blowout, haircut, makeup), stylist name, scheduled arrival window, price estimate, travel fee, and tip amount if pre-selected. Typical price ranges seen across major U.S. markets in 2024: blowouts $55–$125, makeup $75–$150, hair styling $75–$250, luxury packages $200+. Travel fees commonly range $10–$45 depending on distance and local market.

Cancellation and modification protocols: advise customers to change or cancel via the app whenever possible. A common policy to communicate is: free cancellation up to 24 hours before the appointment; within 24 hours, partial charge (e.g., 50%) or full charge may apply depending on the stylist’s travel and prep. All deviations should be documented in the booking notes and visible to both customer and stylist to avoid charge disputes.

Payments, refunds and dispute handling

Glamsquad accepts major credit cards and typically processes payments through the app at the time of booking or immediately after service completion. For dispute handling, collect proof: time-stamped photos, stylist notes, customer photos, and any in-app chat logs. These artifacts are critical for chargebacks and internal reversals.

Refund timelines: if a refund is approved, expect processing to the original payment method within 5–10 business days depending on the card issuer. For partial refunds (e.g., service dissatisfaction), standard remediation steps include offer of re-service at no additional charge, partial monetary refund, or credit toward a future booking. Record the remediation offered and accepted explicitly in the ticket.

Service quality, training and SLA metrics

Quality assurance is driven by four measurable metrics you should track: on-time arrival rate, customer satisfaction score (CSAT), re-service rate within 7 days, and complaint-to-booking ratio. Target benchmarks for a best-in-class operation: on-time rate ≥ 90%, CSAT score ≥ 4.6/5, re-service rate ≤ 5%, complaint-to-booking ratio ≤ 1%. Use these KPIs to identify underperforming markets or individual stylists.

Training and certification: customer service agents should be trained to troubleshoot common technical issues (app crashes, payment failures), service quality issues (uneven color, late arrival), and safety concerns (allergy disclosures, COVID-19 policies). Maintain a knowledge base with at least 50 documented scenarios and scripted remediation templates to reduce resolution time and ensure consistency.

Escalations, complaints and legal considerations

When a complaint escalates beyond standard remediation, follow a structured workflow: (1) gather all evidence within 24 hours, (2) place a hold on disputed funds if applicable, (3) offer a documented remediation within 72 hours, and (4) escalate to senior support or legal if unresolved after 7 business days. Maintain a written escalation threshold (e.g., claims over $150 or injury reports) that automatically routes to management.

Document retention is essential: keep all correspondence, images, invoices, and refund records for a minimum of 2 years to support chargeback defenses and regulatory compliance. For injury or property claims, involve legal counsel immediately and avoid speculative statements; record names, timestamps, and witness accounts in the incident report.

Practical tips for customers and business accounts

• For customers: include photos of hair texture/length and a brief service note (e.g., “never been color-treated”) when booking; this reduces on-site surprises and reduces additional charges. Tip guidance: 18–25% is standard; include the tip in-app to streamline payment.
• For corporate/business accounts: set up centralized billing and a single account administrator to manage employee bookings, billing codes, and monthly invoicing; request monthly usage reports (CSV or PDF) that include date, employee name, location, service, and cost to reconcile expenses efficiently.

Final operational checklist for agents

Always verify the booking ID and customer phone/email before making changes. Confirm arrival windows and travel fees with the stylist and communicate any expected delays immediately to the customer. Use templated messages for speed but personalize the first line to avoid sounding automated.

Close tickets with a clear outcome and next steps, and send a short CSAT survey after resolution to capture feedback. Aggregate monthly trends from those surveys and SLA metrics to drive continuous improvements in coverage, pricing transparency, and training initiatives.

How does Glamsquad make money?

Currently, Glamsquad only has one way of generating revenue — taking a share of the profits that Beauty Pros earn from their services by providing these beauticians with a platform to obtain customers. Glamsquad has done a great job of making its service appealing both to Beauty Pros and to customers.

What is Glamsquad?

GLAMSQUAD is a premier on-demand beauty services provider that brings professional hair styling, makeup artistry, and nail services directly to the client’s door, offering convenience, luxury, and personalized aesthetic care.

Who is the owner of Glamsquad?

Alexandra Wilkis Wilson is an American entrepreneur and investor who co-founded the companies the Gilt Groupe, GlamSquad, and Fitz. She is currently co-founder and Managing Partner at Clerisy, a consumer-focused growth equity fund.

How do I contact Glamsquad?

Glamsquad values your feedback. If you have an issue with your service please email the Client Experience team at [email protected] or call us at (844) 695-4526.

How much is a Glamsquad blowout?

First, A Bit About Glamsquad
The stylists are top caliber and the services—which are currently offered in New York, Boston, Southern California, South Florida, Washington D.C., Dallas/Fort Worth, Houston and San Francisco—are largely affordable. For reference, a blowout starts at $60 and an updo costs $95.

Is Glamsquad a refund policy?

Our cancellation policy is nonrefundable and ensures that our beauty professionals are compensated for their blocked-off time and commitment. This policy supports the hard work and dedication of our professionals, allowing us to maintain a high standard of service for all clients.