Desert Sun Tanning

I have a similar situation as some listed here in. On Thursday April 7th I went in to the Ellensburg salon to use my last tan... the employee talked with me about signing back up for a gold package, which I did... then - I went in to tan. I realized that I was gone out of town for most of the remaining month of April so before I left I went to the desk and asked her to cancel the order and she said they did not give refunds, I was surprised and asked even if it was just 10 minutes ago and she said yes. I emailed their headquarters and was told they do give refunds within 7 days and they would let the Ellensburg manger know to contact me. Then crickets, nothing. I emailed headquarters again and they said they would contact him again. Finally, I received a brief phone call from a man saying he would refund me... and again crickets. I have texted him 2X and he still isn't responding to me... very frustrating because I am a local older woman and know how people from this community treat each other and rely on a business to be trustworthy ... at this point it doesn't feel that way, unfortunately in a small community like this, it is only a matter of time until the word circulates and people will take not. At this point the situation still has not been corrected and I have not been refunded.

Hello, I would like to respond to this As a small business we always try to do the best job possible At times, especially during busy times, we run out of receipt paper and have to reload, and some machines, doors, toilets, will create havoc at the most inconvenient times, we do our best to keep up and keep all customers happy We were happy to accommodate you at another location When we saw your complaint we called right away to offer you two free mystic tans, or two free sunbeds, or a week free in any bed Since you already had used both services purchased we thought this was very generous, as it is a value above $plus dollars We are sorry you were unhappy, and our goal is to prove to you, the Mystic is an awesome product, if not, you could tan in the Platinum, the same bed you used that night We have put a week of Diamond tanning (any bed all week) a $value, on your account, Again, we can't give a refund on product and service already used, but, we would love to show you, we are a great salon, with great employees that know how to help you achieve the color you desire This week will never expire, and will be on your account until you want to use it Sincerely, The management team

We apologize for any inconvenienceThe client contacted our Customer Service Department on December 7, A refund was issued the same day to [redacted] ***'s credit card Best Wishes, Erin L [redacted] Desert Sun Tanning Salons Franchise Business Manager 120th Ave NE Bellevue, WA Office: Mobile: Desert Sun Tanning Salons

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, [redacted] [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Resolved: You have a new message from the Revdex.com | Case #***Thank you for reaching out to Desert Sun Customer ServiceWe have marked this case as resolvedA transcript of our conversation is included belowIf you do not feel your issue has been properly handled or you have any more questions or concerns, feel free to contact us anytime by replying to this email or calling our customer service phone line at (425) 429-7420. Lastly, we'd like to learn about your experience with our customer service representativesPlease take our anonymous survey here: Customer Service Survey Sincerely, Your friends at Desert Sun Tanning

Complaint: ***I am rejecting this response because:
Thank you for your response, however I am still rejecting your offer. My experience unfortunately was so negative that I have no desire to attempt to try again, for fear of having the same experience. In the future, hopefully you are able to use my experience to make improvements, so no one else has such a negative experience. Suggestions would include:
-Making sure all of your stores have the proper supplies (the receipt paper didn't just need reloaded, there was no receipt paper to load of the correct size, and she had to cut down a piece of paper for my transaction)
-Making sure the equipment is in good working order to spare customers the embarrassment of having to come out of the room in a robe, searching for help (twice), because the machines auto start "sensor" function wasn't working
-Making sure the doors are functioning, so customers don't have to worry about being naked and having the door not close/lock (employee was aware of the issue, but the manager that called wasn't aware this was a problem so communication is lacking)
-Making sure employees are properly trained and telling customers full instructions, and being able to help chose a color that will give the customer their desired results, and full instructions on applying the "blocking lotion"
-Informing customers who call to make appointments (especially new customers, that have never been!) that cash is not accepted, and to bring a card Sincerely,*** ***

*** *** *** Client ID# *** DOB: *** -*** *** purchased a month package of Gold level UV beds on November 25th at 11:am with our Burlington Desert Sun facility for the value of $-*** has signed and agreed to our Client Consent and Waiver form and
her signed receipt (both attached) The Consent and Waiver form she agreed to notes: If you are not completely satisfied with your Desert Sun service within days of your original purchase date, we will refund any unused portion of your package or membership-*** contacted our Customer Support Team on December 27th at 6:pm via email submission to *** Dec 6:PM Membership Customer Service *** *** ***) To I purchased a year membership on 11/25/which I have not activated yetIt was $I would like to request a refund for this membership as it has not yet been activatedI have received a new job and will be moving far from a Desert Sun Tanning locationThank you, *** *** *** *** ***
*** *** ** ***
*** ***
*** -The clients requested refund was days after her original purchase date of November 25th*** did not provide information on where she is relocating nor did she ask to have the credit moved to *** *** ***-I personally responded to ***s email on December 28th at 10: am *** (***) To *** *** Hello *** Thank you for taking the time to reach out to Desert Sun Tanning Client Support Team. "If you are not completely satisfied with your Desert Sun service within days of your original purchase date we can issue a refund." Seeing as we are a month past the original purchase date I would be glad to accommodate the account and transfer the total amount paid into in store creditI understand at this point you are expecting to move away, the great thing about either option of leaving the months on your account or adjusting it to in store credit is the fact that neither option will expire until you utilize the services. Clients will also decide to gift the items they have to others down the road or even utilize the in store credit to redeem product before they leaveThere not really a limit as to what we can do for you as an alternative option. Please let me know what works best for you and I would be glad to see what we can do, ***
*** *** *** *** -No response was provided by *** thus I submitted a follow up email days later on January 2nd Jan 3:PM *** ***) To *** ***

We apologize for any inconvenienceThe client contacted our Customer Service Department on December 7, A refund was issued the same day to *** ***'s credit card
Best Wishes,
Erin L***
Desert Sun Tanning Salons
Franchise Business Manager
120th Ave NE
Bellevue, WA
Office:
Mobile:
Desert Sun Tanning Salons

Complaint: ***
I am rejecting this response because: I spoke to Mackenzie st Desert Sun on 6/11/and she told me a check was going out in the mail the next dayI still have not received a check and it has been weeks!
Sincerely,
*** ***

Dear ***,Thank you for taking the time to contact Desert Sun Customer ServiceI am so sorry about the experience your husband had at our Everett Mall salon.Let me begin by stating, we do have a refund policy and as long as your request for a refund is made within days of your purchase we are
happy to process the refundAdditionally, we also offer a “Sunless Guarantee”, if for any reason you are unhappy with the results from your spray tan we invite you back for a complimentary sessionDuring this session we will spend additional time reviewing the steps to a perfect sunless tanWe offer this guarantee because out of times when a client isn’t happy with the result it’s because we need to spend more time discussing the process.We hold a high standard for our Desert Sun Associates and we expect our team to provide an exceptional experience for our clientsIt’s obvious based on your feedback we have missed our markWhat you and your husband have experience is not acceptable and will take the proper steps to ensure it doesn’t happen again.In your original email you request a refundConsidering what happened on your husbands first visit I think it’s safe to say, with some instruction we can help him achieve the tanning results he’s looking forBefore we settle on a refund I’d like to invite you back to the salon of your choice where we can schedule some time for a manager to be present to walk your husband through the proper stepsSunless tanning is one of our most popular unitsI feel awful about the impression we’ve left you withIf after another session he is still unhappy with the results I will process the refund with no questions asked.Please consider my suggestionIf you have any questions please do not hesitate to reply.Best,Erin L***Desert Sun Tanning Salons

Complaint: ***I am rejecting this response because:
Thank you for your response, however I am still rejecting your offer. My experience unfortunately was so negative that I have no desire to attempt to try again, for fear of having the same experience. In the future, hopefully you are able to use my experience to make improvements, so no one else has such a negative experience. Suggestions would include:
-Making sure all of your stores have the proper supplies (the receipt paper didn't just need reloaded, there was no receipt paper to load of the correct size, and she had to cut down a piece of paper for my transaction)
-Making sure the equipment is in good working order to spare customers the embarrassment of having to come out of the room in a robe, searching for help (twice), because the machines auto start "sensor" function wasn't working
-Making sure the doors are functioning, so customers don't have to worry about being naked and having the door not close/lock (employee was aware of the issue, but the manager that called wasn't aware this was a problem so communication is lacking)
-Making sure employees are properly trained and telling customers full instructions, and being able to help chose a color that will give the customer their desired results, and full instructions on applying the "blocking lotion"
-Informing customers who call to make appointments (especially new customers, that have never been!) that cash is not accepted, and to bring a card Sincerely,*** ***

Hello, we have put a $credit on your account We believe given the opportunity we can make this right for you Again, we do apologize that you did not receive the excellent service we strive to give This credit can be used at any of the locations in Western Washington

Hello, in regard to case #***My books do not show a double charge, however, her statement does. I have no additional receipts and we balanced perfectly
I have added a month of tanning for the customers trouble and have asked her to take up the charge with Wells Fargo (dispute)
because I do not find any additional or double chargesThe customer took some time asking her bank because I am not certain she believed me..but I can't find the charge, or any additional $'s going in to my account that day...I am hoping that Wells Fargo can find the link and all will be well
Have an amazing day,
Christine

To whom it may concern, The client reached out to our Client Support Line on Thursday August 10th in regards to his recent transaction. We gladly approved a coupon deal for week of consecutive services in exchange for his individual sessions, a partial refund of $was
processed back to *** for the difference. The conclusion of the conversation was resolved and the client satisfied. Kind Regards, SarahLead Client Support Agent

Hello,
I would like to respond to this As a small business we always try to do the best job possible At times, especially during busy times, we run out of receipt paper and have to reload, and some machines, doors, toilets, will create havoc at the most inconvenient times, we do our
best to keep up and keep all customers happy We were happy to accommodate you at another location
When we saw your complaint we called right away to offer you two free mystic tans, or two free sunbeds, or a week free in any bed Since you already had used both services purchased we thought this was very generous, as it is a value above $plus dollars
We are sorry you were unhappy, and our goal is to prove to you, the Mystic is an awesome product, if not, you could tan in the Platinum, the same bed you used that night We have put a week of Diamond tanning (any bed all week) a $value, on your account, Again, we can't give a refund on product and service already used, but, we would love to show you, we are a great salon, with great employees that know how to help you achieve the color you desire
This week will never expire, and will be on your account until you want to use it
Sincerely,
The management team

Complaint: ***
I am rejecting this response because:How was this resolved when I am still out $59.30? There has been no refund to my account that has been issuedI want the refund issued and I want my account closed so this won’t happen again. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***