Kimora's Day Spa and Salon

Review: My husband purchased a gift card 5/12/12. At the time of purchase he was not advised the card expires in six months. I called 5/7/13 to set an appointment for my mother-in-law (who also has a gift card) and me. The owner tells me our gift card expired after six months. We went to the business to discuss further. I explained we never used the cards and the receipt nor the brochure states it has to be used within six months. My husband stated he was not informed of an expiration date at the time of purchasing the cards. If we knew the gift cards were going to expire, we would have gladly used them. I asked her to show me the policy showing the six months expiration. She states she doesn't have it in writing but they verbally tell all customers of the policy upon purchase. The owner is not able to guarantee each employee relays that message. She does not have at least a sign up explaining that. I showed her the back of the gift where it states "this gift card is redeemable for merchandise only. Unused value remains on card and cannot be redeemed for cash." The owner says it is a generic gift card and they all state that. It is fine for me to add money but it's not fine for me to use it because you "say" you have a six month window to use it. This is poor business practice & poor customer service. My husband wasn't informed, it is not listed on her website or anywhere inside the business, nor is it on the brochure I received, nor on the receipt. How is a customer suppose to know what your policy is if you do not and cannot provide anything to back it up? To make matters worse, they keep the name, phone number and gift card information of the gift card recipient in their database for six months. With all of that information, the business mind doesn't think to call the customer in advance to let them know the card will be expiring soon. That leads me to believe money is the only factor here; poor customer service. My husband the business and asked for the owner to call him back and he never received a call back.Desired Settlement: I am very dissatisfied in the service I didn't receive. I do not want to use the gift card nor does my mother-in-law. We are very disgusted and do not want to be a part of this business. All we would like is my husband's money back and for the community/public to be aware of how this business is ran.

Business

Response:

After speaking to [redacted] on 5/17/13 she stated the gift card was over a year old. Customer's are told upon purchase that gift cards are only good for six months this information is also provided on the website under FAQ

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

My husband and I, along with other family & friends viewed every inch of the website and that statement was not there but recently added. Once again another example of dishonest business practice. It satisfies me to know that future customers now have something in writing to inform them, as it's not guaranteed that everyone is relaying the six month message. If that's what it takes for better service for her future customers, I'll take that. And to answer the question concerning a resolution, she never called my husband back as asked so he called her back. She advised him she would honor half the value of the cards and he accepted that. I gave my half valued card to my mother-in-law so she will still have the actual full value of the card. As I stated in the previous email, I no longer want any services done by this business. I will continue to travel 35 mins out from my home and get great customer service even though Kimora's is only ten minutes from my home. He wanted to support a newer business to the community and we received no support in return. My mother-in-law will be going to get services performed. I hope she is satisfied for that's what she deserves.I pray much success for the business. We all live and we learn. Thank you.