EnhanceMyBeauty Skin & Body Care

https://www.vagaro.com/enhancemybeautyA voucher was purchased for a facial and an appointment was made on 3/2. Owner of company called and cancelled appointment as she was sick and rescheduled. I had a limited amount of time I was in Reno because I was visiting. Due to extreme weather, I had to call and cancel my appointment several hours before my scheduled appointment because my commute home was at risk if I waited until the scheculed time. As per their scheduling and billing website provided above, it states they have no set cancellation policy because they "understand" emergencies happen. The owner took my purchased voucher from [redacted] and sent me an email saying I would not be refunded or able to reschedule even after I explained I had to leave under circumstances that were out of my control.Product_Or_Service: chemical peel facialDesired SettlementI would like to be refunded as the cancellation policy on their site clearly states "We understand that unanticipated events happen occasionally in everyone's life. In our desire to be effective and fair to all guests".Business Response [redacted] bought a [redacted] for a service. On Wednesday March 2nd [redacted] had an appointment at 3:00 PM. [redacted] called at 11:58am to explain to me she wasn't going to make her appointment in time and I explained that I was ok with that because I wasn't feeling good. If I had reached [redacted] that day before her call I would have given her a choice (keep appointment or reschedule), only because I knew she was coming in from out of town. Whether I called to reschedule or not, [redacted] indicated she wasn't going to make her appointment that day. March 2nd worked out for the both of us, we were both satisfied about this. We rescheduled [redacted] for Saturday March 5th for 2:30. On Saturday [redacted] called at 12:50 PM (not several hours before as she indicates in her complaint) to cancel her appointment (this would have been for a second time this week). My 1:00 appointment had just arrived and I explained to [redacted] that I would need to think about this, look at all the facts and would contact her. We have a 24 hour cancellation policy and it indicates this on her [redacted] voucher she purchased, on our brochures, [redacted], and website. [redacted] failed to mention this part when she spoke on what our policy states. The storm that came in this past weekend has been no secret and well advertised. [redacted] could have called me the day or night before, maybe even that morning, but she waited less than 2 hours before her appointment to cancel and told me she had already left and was longer in Reno. [redacted], also, indicated she understood if I did not want to honor her [redacted]. I booked her appointment for 1 hour and after looking at all the facts and taking things in consideration, when I cancelled her appointment, I put in comments area that I redeemed her [redacted] per 24 hour cancellation policy. [redacted] has had a difficult time following instructions since she first contacted our office. Her voucher says call to book this service only. [redacted] books online twice (on our off day) and both times we had to cancel or deny her requests and indicted both times due to needing to get additional information from her and per her [redacted] voucher she purchased. Unfortunately, Ms. brown was not honest in her complaint. [redacted] picks out information she feels will aid her in her complaint. [redacted] again per her [redacted] voucher (not following instructions again) is to contact [redacted] for any refunds. Consumers purchase from [redacted], not from us merchants. [redacted] will do their own research and decide on refunds or credits. [redacted] needs to contact [redacted] for any refunds. I will submit copies of our 24 hour cancellation policy, the voucher which [redacted] bought, comment on cancellation sent to [redacted] via email and copy o time when [redacted] called to cancel her appointment on March 5, 2016. We have an awesome reputation with wonderful reviews and we value new and our currents guests. [redacted] could have contacted me directly before going this route. Again, if a refund is what she desires, she will need to contact [redacted].Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not feel that calling potential customers dishonest for their concerns or experiences is any sort of resolution. My first appointment was cancelled via the merchant as all her appointments were cancelled that day due to her being sick. Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Final Business Response First, this situation is sad and unfortunate. I Ms. brown never contacted me about her concern of me redeeming her [redacted]. I would have 100% been glad to speak with [redacted] and hear her concerns or more about her situation. [redacted] never granted me an opportunity before contacting Revdex.com to discuss other options to resolve this situation. Again, one of the last things [redacted] said to me on the phone Saturday March 5, 2016, is that she would understand if I no longer wanted to honor her [redacted], and again, based on the time I blocked out for her appointment, the fact she called less than 2 hours before her appointment to cancel and also, indicated she was no longer in Reno. Per my 24 hour cancellation policy and because on March 2, 2016 if I were not sick she was calling in to reschedule because she wasn't going to make that appointment either (again she and I were both satisfied with the outcome on March 2). Because of the entire situation, I felt it best to redeem [redacted]'s [redacted]. [redacted] teaches up to get customer voucher numbers while booking their appointments, so that we as merchants are able to protect ourselves when these types of situations happen. Just because I redeemed [redacted]'s [redacted] doesn't mean that I don't have the authority to still work something out with a potential guest. This sadness me and disappoints me that [redacted] would go this route before giving me an opportunity to try putting a smile on her face and after discussing other options if [redacted] would have still desired a refund I would have directed her to [redacted] to submit her request. As I said in my first response [redacted] handles refund requests. Second, to rebuttal [redacted]'s last statement, she was not truthful when she said in her complaint she called in several hours earlier to cancel appointment and she makes it seem like I don't have a 24 hour cancellation policy.With all this said, I have responded to [redacted]'s complaint and I have resolved her desired resolution for wanting a refund by directing her (already did in my first response) to [redacted] to submit her request for a refund. If there isn't any thing else I would like to stop this back and forth with [redacted]. I feel as if she has used Revdex.com as a podium to vent and try slandering my name and reputation without good cause. Again, I would have embraced [redacted] and her concerns if she had given opportunity. I wouldn't recommend going to Revdex.com before elimination every other possibility to be heard or to create change. I do hope [redacted] the very best with great sincerity.