Centre Street Laundry, Inc.

Initial Business Response /* (1000, 9, 2016/01/08) */
Contact Name and Title: *** *** Education Le
Contact Phone: *** ext ***
Contact Email: ***@thesystemonline.com
I do not have records of a ***I do have records of *** *** coming to our School on
12/17/at 11:a.m*** has serviced our business times since *** of when she first received a Haircut at PMTS SpringfieldOn this Thursday morning she received a Basic Color and a HaircutAt 2:*** checked out at the Service Desk and presented a $CouponOur Service Desk was not staffed with our team as the team was away at a Holiday Lunch for the last two hours of the dayThe coupon that *** presented was a unique coupon which we seldom see redeemedThe coupon is automatically mailed out to customers who have not been to the school in quite some timeIt states "We miss you" in the subject line of the email and the coupon itself reads "Please take $off your next service" The substitute service desk coordinator was unfamiliar with how to redeem this particular couponThe substitute was unable to locate the coupon in the system and therefore redeemShe called the regular service desk coordinator, *** to ask for advisement as to how to process the couponOver the phone there was a miscommunication as to which coupon had been presentedThe regular service desk coordinator who was not present to see the coupon thought by the explanation that it was a coupon to be used on the "next visit"This coupon does state to be used on "next visit"This confused her because we have recently ran a coupon that customers could have $off of a future service when booked during a specific promotional periodThis specific coupon was not referring to a post appointment visit even though it had the same two words on the front(next visit) *** communicated over the phone to the substitute to instruct the customer to use it on her next visitUpon returning to work a matter of hours later and seeing the actual coupon the full time service desk coordinator realized the oversight and immediately called the customerThe customer did not answer or return the call*** left a message explaining the situation and asking if she could rectify the situation by crediting her the $back in the original method of paymentThe following day *** attempted contact with the guest for a second time again leaving a message and asking for instruction on a proper resolve with the guestThe phone number that we have on file for *** *** is *** We would be happy to offer a full refund of the $spent with our business and our apologies that this has escalated to this pointOur intention was to resolve the matter within hours of the incidentWe hope that *** is happy with her hair and understands the miscommunication rather than ill intent
Initial Consumer Rebuttal /* (3000, 16, 2016/02/04) */
We will accept the resolution as requested for a refund
Final Consumer Response /* (2000, 19, 2016/02/18) */