Sugar Bee - Riverside, California

Esther C.

I have been going to sugar bee for almost 5 years and it truly is always an amazing experience. The waiting area is always relaxing and beautifully decorated. Krystalin the owner is amazing and really skilled at everything she does, from the facials to the sugaring and everything in between everything is great! All of the other service providers are always wonderful as well. It’s always a great day when I have a ser done at Sugar Bee. I recommend to all my friends!

Amaya S.

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 huge difference.

Emily L.

Ellen is the BEST! Absolutely loved her and she was so gracious and welcoming on my first wax. I started my period too, and she made me feel so comfortable during the whole process! Never made me feel bad about anything. All my nerves went away while talking to her throughout the whole process! Will be back in 4 weeks!

jes W.

I have ADHD and babble, nervously. I've been coming to this place since it opened at it's previous location. Their entire staff have always treated me with respect and understanding. Even giggling along with me when that is how my nerves came out. They have helped me create a skin care routine that works. It's my one little investment in self- care I grant myself. I highly recommend them.... each and every one of the technician. Crystalline (the owner) had done an amazing job at cultivating her team.

Victoria P.

I have been coming to Sugar Bee since I believe 2019 and Krystalin has been my sugarist since day one. I always enjoy my experience here with her or anyone else I get. She is so welcoming and very knowledgeable about what she does. I am proud of her for continually growing her business. I have also been scheduled with Ellen and she is so great as well. I will choose sugaring here any day.

Barbara W.

I absolutely love sugar bee .I have been a client for over a year now and everytime I have gotten my service done i have been very satisfied. The staff is very professional and makes you feel very comfortable. This will the only place I ever go to get my waxing and facials done.

Valorie P.

I have been getting facials by Krystalin for about a year. They are amazing. The spa is clean, relaxing & very cute. The staff is helpful and friendly. Highly recommend

Jen Y.

The receptionist was very sweet, but the owner on the other hand was not. The owner was an emotionless woman who didn’t welcome me at all. Not even a hello when she called me back to be serviced. When we were in the room she said “get undressed the wipes are behind you” in an annoyed tone. I’m not sure if she was having a bad day, but I felt like she was annoyed the whole time I was there. I won’t be coming back.