Escape Day Spa

Review: I bought my fiancée a gift card to this place on valentines day and on her way to her appointment she got lost and called the salon informing them she would be late in which they replied if you don't come now you can't have your scheduled services in a very rude manner. I called to ask for a refund and the rude man on the phone stated they don't offer refunds. Apparently they have a "policy" that says this but it's not listed online or when you order a gift cert via phone (which I did). Sadly since we cannot force them to give our money back and after speaking to the police we maybe forced to take them to court if my bank cannot refund my money.Desired Settlement: refund and for them to update their policy online/over the phone notifying buyers of this if it is in fact a "policy" of theirs.

Business

Response:

1 May 2014This is in response to the letter Escape Salon and Day Spa received from the Revdex.com concerning case # [redacted]. We sincerely regret that we were unable to accommodate **. [redacted]'s refund request. **. [redacted] was scheduled at 11:00 Sunday March 30, 2014 for a microderm facial followed by a manicure/pedicure service. **. [redacted] called at 11:00 to inform the saion that she would be arriving 15 minutes late. She called again 50 minutes after her appointment time stating that she was still a considerable distance from the salon.The salon personnel informed **. [redacted] at this time that she would need to reschedule her microderm facial due to our already fully booked schedule that day, but would still be able to accommodate her other planned services. To our surprise **. [redacted] never showed for her appointment, but instead her boyfriend called and demanded a full refund. His language was very rude and offensive and he threatened to call the police if we did not honor his request. Escape Salon and Day Spa will continue to honor **. [redacted]'s gift certificate and look forward to servicing her in the near future.Escape Salon and Day Spa understands that customers are the foundation of our business and we continually strive to fulfill all of our customers' needs and requests. Unfortunately we have very little scheduling flexibility when customers are late for their appointments. In these situations, sometimes it is necessary for customers to reschedule. Escape Salon and Day Spa makes every effort to maintain 100% customer satisfaction rating and depends on customer return trade business. We take our customer complaints very seriously, while at the same time staying true our stated company policies and procedures. We have a no cash refund policy regarding our gift certificates which is clearly stated in the brochure and explained at the time of purchase. This information is also updated on our company website.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I was never offensive and rude, I was the one being yelled at by the manager or owner stating she was not allowed to come back and we couldn't get a refund after I specifically asked where online does it state you do not offer refunds. I did inform them I was calling the police which they indicated I could take them to court and sue.

Regards,

Business

Response:

19 May 2014This is in response to the letter Escape Salon and Day Spa received from the Revdex.com concerning case [redacted]. We have a no cash refund policy regarding our gift certificates which is clearly stated in the brochure and explained at the time of purchase. This information may be found on our company website as well. We sincerely regret that we were unable to accommodate the customer's request at the time of the missed appointment. We genuinely look forward to fulfilling our obligation to [redacted] in providing his desired spa services in order to utilize his existing gift certificate. Escape Salon and Day Spa anticipates the rescheduling of these desired services at the customer's leisure with the hopes of achieving 100% satisfaction. Additionally, we regret any misunderstanding that may have occurred in this matter.Escape Salon and Day Spa understands that customers are the foundation of our business and we continually strive to fulfill all of our customers' needs and requests. Unfortunately we have very little scheduling flexibility when customers are late for their appointments. In these situations it is necessary for customers to reschedule. Escape Salon and Day Spa makes every effort to maintain 100% customer satisfaction rating and depends on customer return trade. We take our customer complaints very seriously, while at the same time staying true our stated company policies.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

At the time of purchase the policy about gift certs was NOT available anywhere on the site or stated upfront. I even asked numerous times if it was displayed on the site or store and the responses was always no but that is our policy. I see now that I have complained they have added a gift cert area and now state that policy.

Regards,