Brightness Massage Spa

My husband purchased a gift card for me in May of this year for our 22nd wedding anniversary. However, due to my work schedule and usually very busy weekends, I couldnt find time to visit sooner. Since there was no expiration date on the gift certificate, I felt comfortable that I would be able to redeem it relatively soon. So, when the opportunity presented itself (which was Sept 15, 2013) I made a visit to the establishment. Upon entering the Wolfchase Mall, where the massage establishment is located, I encountered some the following red flags. The first was the establishment had moved based on the mall map given to my husband when he purchased the gift card. The second red flag: the Relax Station (the name of the establishment) was not listed on the store directory, you know the you are here directory. So, my husband called (he made the trip with me to hold my purse while I got my massage) the number listed on the map, and the third red flag: the employee who answered the phone spoke little to no English, and was unable to tell my husband where the store had relocated in the mall. Fortunately, we passed a mall security officer and he was able to tell us the new location. Fourth red flag: the establishment had changed their name to Brightness Massage Spa. Upon entering the establishment, we told them I was there to redeem a gift certificate, and then the fifth red flag: we were told we had to pay more money because the prices had gone up. Keep in mind, only one person speaks little to no English, so it was hard for him to understand that we had already paid for the gift card, and by right we were due what we had paid for. After trying to communicate with us, he then proceeded to speak with an older gentleman in their native tongue in a very loud tone. The initial employee came to tell us that he could not honor the card. Therefore we requested a refund, and which time, he translated our request to the older employee who became very belligerent and started yelling at the first employee and at us. We were told we would have to come back and speak with the manager because she (this is a key word that I will mention later) wasnt in today. My husband asked for the managers name, and once again, a conversation, no let me call it what it was, a yelling match started between the first employee and the older one. Well, actually, the older employee became even more belligerent and he was the one actually doing all the yelling. The initial employee had written something on a piece of paper, but after receiving a scolding from the older employee, he tore the paper up and told us that the older employee was angry. I told him I was angry to, while a female employee was constantly telling me in broken English to come back tomorrow. I told her in broken English that I worked and I could not come back tomorrow. The older employee, who was actually giving someone a massage while all of this was going on, completely stopped doing the massage and yelled at me that he only spoke a little English and that the manager was not there. Well, I told the initial/first employee that I was going to report them to the Revdex.com, Visa, because the gift card was charged on our debit card, and to Mall personnel. We left the store and went immediately to guest services where I explained the incident to the assistant manager. He instructed me that the manager was not in the store, and if I completed a report, he would give it to her on Monday, and she would contact me soon. Well, needless to say, the manager has not returned my call even after I left her a voice mail message a couple of days after the incident. So, a couple of days after the incident, my husband calls the massage establishment to speak with the manager. The manger gets on the phone and he pretends that he doesnt speak English. Now, remember the key word I mentioned earlier. The initial employee the day of the incident made references to the manager being a she, which leads me to believe that the person my husband was speaking with on the phone a couple of days after the incident was not the manager at all. Okay, now which red flag is this? The final red flag occurred when my husband called the long distance number on the debit card receipt and made an attempt to explain the situation; however, he was told they didnt speak English and he had the wrong number.Its amazing how the initial transaction went over without any problem, but when it comes to me getting my money back , for a service I didnt receive, nor care to receive at this point, there is this huge language barrier. Oh, I failed to mention that the gift certificate is in the amount of $50, and with everything that has transpired, I really need a massage now, at a different location needless to say.Product_Or_Service: MassageDesired SettlementI would like to receive a 100% refund either in cash or to have my debit card credited. Business Response We just received this complaint, however, upon closer examination it was apparently delivered to us by mistake and we opened it. You will want to re-send the complaint to the proper recipient.