Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
Yes the account was put on hold at the *** *** locationThat does not change the fact that I cancled it earlier and the form was never processedI was charged for a month of services so I used themThe account is now on hold because I didn't want to be charged again for the full month of services that I was never going to get the opportunity to useThe girl who worked the counter said that putting the account on hold was better because I didn't have to pay start up fees if I ever wanted to come backI'm not arguing Malibu Tan's productOnly that they charged me for a full month of service that I never used and wasn't even aware I would be paying for
*** *** has a monthly membership with Malibu Tan and a monthly draft of $for this membershipShe stated that she canceled the account when she actually upgraded/changed the account to allow for the *** tanning membershipShe had the same monthly payment as before, $She
completed the membership change paperwork on 6-5-also providing a new card to run the monthly charges onPlease see the attached showing her signature stating she wanted to have the membership on the $rateHer monthly payments occur on the 15th of each month and her monthly charge on 6-15-was declinedShe received an email from us at this time to her email on file of ***. For the draft on 7-15-15, the balance cleared and *** continued to use the services do far during the month of JulyShe has tanned since her complaint was filed with youi do not understand how someone can ask for a refund if they are using the services and clearly provided the information to continue with the membership. This complaint should be thrown out as invalid.Please see attached EFT Agreement for *** *** as well has her customer activity report for her use of the services
[redacted] was not denied services, she did not pay for her services and had an outstanding balance on the account. The membership is a continuous membership it does not skip months for non use this is why it is called a membership and not a 1 month. [redacted] has used the services, spoken with our corporate office and received emails from our office saying that she had an outstanding balance she needed to clear up. She did not return to the salon because she knew she had a balance to pay. She could not cancel the account with an outstanding balance as is stated in the EFT Agreement we already sent to this file. [redacted] has continued to use the membership and has now placed the membership on freeze. As a courtesy to the customer if this case is resolved we will give her a store credit of the June 2015 charge that cleared for her outstanding balance.
[redacted] did come into our salon and make a purchase for $160.59 to sign herself up on a monthly membership and purchase a pair of eye protection and a facial tanning lotion. Under our impression once [redacted]'s husband saw how much she spent he became upset with her and came into our salon...
cursing at our employees causing a scene in our lobby and was completly out of control. He then proceeded to call our corporate office and speak very derogatory to the employee that answered the call. [redacted] then contacted us via email stating she didn't know why she was charged this amount and asked us to call her back on her cell. I have attached a copy of that email. Taylor from our corporate office then contacted her to discuss the charges. Taylor explained that we keep all files locked up in our corporate office and that is why the employee in the salon could not access them. [redacted] proceeded to ask about her purchases and Taylor explained her sign up fees along with the purchase of eye protection and the facial lotion. [redacted] stated she though the items were for free. This was absolutly confusing to us as we sell the products and do not give out the products for free. Taylor said she would contact the employee that made the purchase with her and speak with her. Taylor contacted the employee and she said that [redacted] absolutely did want and agree to purchase the items. That they discussed the price prior to ringing it up. Then [redacted] used her debit card for the purchase and entered her pin on the key pad as her signature on the payment amount screen. I have attached the printout from the debit transaction. Taylor then contacted [redacted] back and explained to her what the employee said and offered her a store credit for the return of the product. This was a special case for [redacted] to help make her happy as we do not offer returns in our store and have a sign posted in our lobby stating "All Sales are Final". [redacted] agreed to return the lotion but has not come back to the salon as of June 23, 2015.As [redacted] stated in the email I have attached she understands why she was charged the monthly fee as she signed up and did not cancel the account. She has since canceled the account and there are no more scheduled charges to be drawn on the account. We have not heard from [redacted] since she said she would bring in the product for a store credit. I am sorry [redacted] is still expressing concern fo rthis matter and we are still happy to assist her with the return for store credit, however she has not brought the items back to us.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
This one-sentence, inconsiderate response is the same kind of response I got on the phone when I spoke to someone at "corporate." In fact, I am wondering what exactly is the employee set up like in the "corporate" office, because I have yet to speak to anyone with any authority. Both times I spoke with "corporate" I spoke with a young girl who was putting my on hold while they communicated with someone else in the office. However, no one will give me a manager's name or a time in which I can speak with the manager. Again, this is not a professional way to run a business and shows no responsibility or regard to the customers. I have over half a bottle of unusable lotion left and have already purchased another overpriced bottle of lotion from the business. A $25 credit, which is half of the bottle's price would be a nice gesture. I am very well aware of the message and intent sent by the condescending, dismissive $5 credit and short response to my complaint.
Regards,
Our policy posted in the salon and on our receipts that all sales are final. We do not offer any refunds or exchanges. We have been willing to work with our customers on exchanges if it is in a timely manner. This customer purchased the lotion in April 2015 and waited 7 months(November 2015) to...
contact us about any issues. She stated to us that she used the lotion every time she tanned since it was purchased in April 2015. If your skin is allergic to a product you will see the reaction the first time and every time you use the product afterwards. The bottle of lotion Amy purchased was used 18 times with no reaction. A bottle of lotion contains 13 oz. A normal person uses .8 oz per use. Taking this math into consideration and the fact that Amy stated to us that she used the bottle every time she tanned since April 2015 the bottle would be empty and defiantly not half full. Given the time lasp and amount of sessions used we cannot accept a bottle of lotion back that is 7 months old, been used 18 times and could have been filled with another product or stored improperly. Improper use or storage of the product could affect the lotion but that is the responsibility of the owner of the product. The corporate office calls have been reviewed and the staff handled the calls professionally and kindly to the customer. The staff repeatedly apologized to her but explained that we could not accept the bottle back. Again we apologize to the customer for any inconvenience but we will not be able to accept the bottle of lotion back. We will be happy to apply a $5 store credit to her account as a courtesy. The customer may review the lotion's expiration date by removing the shrink wrapped label and it is posted on the actual bottle. Tanning lotions have a 18 months shelf life and as explained to Amy this new product for 2015 has not even been manufactured for 13 months therefore the lotion could not be "expired."
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
I went in to cancel the account and was told I could not because I had a balance. I had a balance because my old card had expired and I had a new one. The upgraded was because I wanted the spray tans instead on the bed tanning and I had to pay for the month anyway to cancel. I filled out the upgraded provided my card for the bill and also filled out a cancelation form. The girl working at the [redacted] location whol also works at the [redacted] location made the phone call right infront of me. Does the company not record phone calls? Also with regards to the emails I have never once recieved an email from Malibu tan. Not even a promo email.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
Yes the account was put on hold at the *** *** locationThat does not change the fact that I cancled it earlier and the form was never processedI was charged for a month of services so I used themThe account is now on hold because I didn't want to be charged again for the full month of services that I was never going to get the opportunity to useThe girl who worked the counter said that putting the account on hold was better because I didn't have to pay start up fees if I ever wanted to come backI'm not arguing Malibu Tan's productOnly that they charged me for a full month of service that I never used and wasn't even aware I would be paying for
*** *** has a monthly membership with Malibu Tan and a monthly draft of $for this membershipShe stated that she canceled the account when she actually upgraded/changed the account to allow for the *** tanning membershipShe had the same monthly payment as before, $She
completed the membership change paperwork on 6-5-also providing a new card to run the monthly charges onPlease see the attached showing her signature stating she wanted to have the membership on the $rateHer monthly payments occur on the 15th of each month and her monthly charge on 6-15-was declinedShe received an email from us at this time to her email on file of ***. For the draft on 7-15-15, the balance cleared and *** continued to use the services do far during the month of JulyShe has tanned since her complaint was filed with youi do not understand how someone can ask for a refund if they are using the services and clearly provided the information to continue with the membership. This complaint should be thrown out as invalid.Please see attached EFT Agreement for *** *** as well has her customer activity report for her use of the services
We will offer the customer $5 store credit as a courtesy.
[redacted] was not denied services, she did not pay for her services and had an outstanding balance on the account. The membership is a continuous membership it does not skip months for non use this is why it is called a membership and not a 1 month. [redacted] has used the services, spoken with our corporate office and received emails from our office saying that she had an outstanding balance she needed to clear up. She did not return to the salon because she knew she had a balance to pay. She could not cancel the account with an outstanding balance as is stated in the EFT Agreement we already sent to this file. [redacted] has continued to use the membership and has now placed the membership on freeze. As a courtesy to the customer if this case is resolved we will give her a store credit of the June 2015 charge that cleared for her outstanding balance.
[redacted] did come into our salon and make a purchase for $160.59 to sign herself up on a monthly membership and purchase a pair of eye protection and a facial tanning lotion. Under our impression once [redacted]'s husband saw how much she spent he became upset with her and came into our salon...
cursing at our employees causing a scene in our lobby and was completly out of control. He then proceeded to call our corporate office and speak very derogatory to the employee that answered the call. [redacted] then contacted us via email stating she didn't know why she was charged this amount and asked us to call her back on her cell. I have attached a copy of that email. Taylor from our corporate office then contacted her to discuss the charges. Taylor explained that we keep all files locked up in our corporate office and that is why the employee in the salon could not access them. [redacted] proceeded to ask about her purchases and Taylor explained her sign up fees along with the purchase of eye protection and the facial lotion. [redacted] stated she though the items were for free. This was absolutly confusing to us as we sell the products and do not give out the products for free. Taylor said she would contact the employee that made the purchase with her and speak with her. Taylor contacted the employee and she said that [redacted] absolutely did want and agree to purchase the items. That they discussed the price prior to ringing it up. Then [redacted] used her debit card for the purchase and entered her pin on the key pad as her signature on the payment amount screen. I have attached the printout from the debit transaction. Taylor then contacted [redacted] back and explained to her what the employee said and offered her a store credit for the return of the product. This was a special case for [redacted] to help make her happy as we do not offer returns in our store and have a sign posted in our lobby stating "All Sales are Final". [redacted] agreed to return the lotion but has not come back to the salon as of June 23, 2015.As [redacted] stated in the email I have attached she understands why she was charged the monthly fee as she signed up and did not cancel the account. She has since canceled the account and there are no more scheduled charges to be drawn on the account. We have not heard from [redacted] since she said she would bring in the product for a store credit. I am sorry [redacted] is still expressing concern fo rthis matter and we are still happy to assist her with the return for store credit, however she has not brought the items back to us.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
This one-sentence, inconsiderate response is the same kind of response I got on the phone when I spoke to someone at "corporate." In fact, I am wondering what exactly is the employee set up like in the "corporate" office, because I have yet to speak to anyone with any authority. Both times I spoke with "corporate" I spoke with a young girl who was putting my on hold while they communicated with someone else in the office. However, no one will give me a manager's name or a time in which I can speak with the manager. Again, this is not a professional way to run a business and shows no responsibility or regard to the customers. I have over half a bottle of unusable lotion left and have already purchased another overpriced bottle of lotion from the business. A $25 credit, which is half of the bottle's price would be a nice gesture. I am very well aware of the message and intent sent by the condescending, dismissive $5 credit and short response to my complaint.
Regards,
Our policy posted in the salon and on our receipts that all sales are final. We do not offer any refunds or exchanges. We have been willing to work with our customers on exchanges if it is in a timely manner. This customer purchased the lotion in April 2015 and waited 7 months(November 2015) to...
contact us about any issues. She stated to us that she used the lotion every time she tanned since it was purchased in April 2015. If your skin is allergic to a product you will see the reaction the first time and every time you use the product afterwards. The bottle of lotion Amy purchased was used 18 times with no reaction. A bottle of lotion contains 13 oz. A normal person uses .8 oz per use. Taking this math into consideration and the fact that Amy stated to us that she used the bottle every time she tanned since April 2015 the bottle would be empty and defiantly not half full. Given the time lasp and amount of sessions used we cannot accept a bottle of lotion back that is 7 months old, been used 18 times and could have been filled with another product or stored improperly. Improper use or storage of the product could affect the lotion but that is the responsibility of the owner of the product. The corporate office calls have been reviewed and the staff handled the calls professionally and kindly to the customer. The staff repeatedly apologized to her but explained that we could not accept the bottle back. Again we apologize to the customer for any inconvenience but we will not be able to accept the bottle of lotion back. We will be happy to apply a $5 store credit to her account as a courtesy. The customer may review the lotion's expiration date by removing the shrink wrapped label and it is posted on the actual bottle. Tanning lotions have a 18 months shelf life and as explained to Amy this new product for 2015 has not even been manufactured for 13 months therefore the lotion could not be "expired."
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
[Provide details of why you are not satisfied with this resolution.]
I went in to cancel the account and was told I could not because I had a balance. I had a balance because my old card had expired and I had a new one. The upgraded was because I wanted the spray tans instead on the bed tanning and I had to pay for the month anyway to cancel. I filled out the upgraded provided my card for the bill and also filled out a cancelation form. The girl working at the [redacted] location whol also works at the [redacted] location made the phone call right infront of me. Does the company not record phone calls? Also with regards to the emails I have never once recieved an email from Malibu tan. Not even a promo email.
Regards,