Le Jardin

April 4, 2014Dear *** ***,We are in receipt of your letter dated March and the complaint identified aboveWe have researched the matter and from our perspective, offer the following.Employees are given discounted services on non-peak daysDecember 26, was not a
non-peak dayWhen the services were booked, we explained to the employee that because this was a holiday time and during our peak busy season, we would be happy to perform the services for her family, but in order to reserve and receive their appointments, the cost would be the non-discounted priceOur employee, the complaintant's daughter, understood that ail services would be charged full price and booked the services for herself, her mother and her sisterOn the day of the services, our employee wanted to purchase several products for at home use and didThe total charge did amount to approximately $1,including almost $in discretionary tips requested by the customer for the service providers.Upon further research, we have determined that we did in fact make two mistakes in the customer's bill on the day of services and we would like and need to rectify our mistakes, - We failed to charge the customer for one of the facials received- We failed to apply the appropriate employee discount on the products purchasedThe net of these two mistakes is that we owe the customer $and will send to the customer a check for this amount, and offer our sincerest apologies.We have not discovered anyone here that offered a $gift card to either the customer or her daughter, our former employeeWe do not keep credit cards on file nor did we offer to credit the customer's credit card on file for $250.Our business, except in this instance, has never had to call the police due to a dis-satisfied customerLikewise we have never had ask someone to leave our establishment nor have we ever had to call the police for anyone refusing to leave our reception area and propertyThe situation was becoming tenuous, disruptive to our establishment and customers, and our reception team felt threatenedThe customer had been asked politely to write to the President and refused, and the customer had been asked politely to leave the premises and refusedAt this point the police were in fact called to our business to assist, which they did upon their arrival.We have not received any communication from the customer, other than this complaint through the Revdex.comAgain, we did make a mistake and for that we apologizeWe likewise hope that we have satisfied the customer's stated desired settlement of a refund by sending a check along with a copy of the corrected receipt for her records.Should you need any further clarification from our perspective, or require further documentation, please do not hesitate to contact me directly.Sincerely,

April 14, 2014Dear [redacted]:I am in receipt of the response from Eden Day Spa regarding my complaint that was submitted to the Revdex.com on 3/17/14.I am amazed that an establishment in the customer service industry, such as Eden Day Spa, handles a clients' inquiry about a receipt in the manner that they have.Contrary to their response, many things Eden Day Spa said were incorrect as listed below: (Please note that although I have all the names of the individuals involved, I am referring to them only by their titles](1)    The receipt is very confusing, that is why I questioned it:(a)    We had 3 facials and were charged for 3 facials (even one of the facials, according to their pamphlet, I was overcharged by $20.00), although,Eden says I was not charged for one of the facials;(b)    The pedicure showed a "0" charge and a "Special Price” charge of $82.00. At first I thought I wasn’t even charged for the pedicure service.(c)    Although Eden says the tip was almost $100.00, it was actually over $100.00. Please note that the tip is based on services detailed on the original receipt which is not accurate. I authorized a 20% tip on services, however, Eden charged a tip less than 18%. It should have been a $144.00 tip instead of the $127.60 that Eden charged. They shorted the tip by around $16-$17. Since Eden shows on the receipt how the tips are given out to the girls, I saw one of the girls was only given $3.60 when she should have gotten $20.00 for $100.00 worth of services provided.(d)    On the bottom of the original receipt, it shows that I am due change of $16.37, not sure why or where this comes from. Especially since the services were charged to my [redacted] card.(e)    No employee discount was applied for my one daughter who worked there. Her services were ($210.00) and her products purchased were ($67.80). My daughter did have a conversation with the owner but it was nothing about her discount not being applied due to service being done on a "peak day". My daughter was only told by the owner that if they were busy that she would not be able to have her services done as she is an employee. The spa was basically empty as there was a snow storm that morning, we arrived around 11 AM. There was no problem accommodating her.(2)    Eden claims that they could not "discover anyone” that offered me a $250.00 gift card or $250.00 credit to my credit card on file. After nothing was being done, for over two months, I called and spoke with the only Manager that Eden Spa has. It was during that conversation that the Manager offered me a $250.00 credit to my charge card that was on file (she claimed she previously offered my daughter who worked there, a $250.00 gift card for the errors. My daughter said she was never offered a gift card).(3)    During that same conversation, I WAS INVITED BY THE MANAGER to come to the spa anytime between 12 to 8 PM to resolve the matter. I went the very next day to do it in person as I did not trust them. I arrived at 4 PM and was told the manager was not there. I was far from "threatening” when I went to the spa. I was not yelling, I was not cursing, I simply stated that I was not going to leave (not only was I invited but I drove 45 min. to get there) until the manager returned. In fact, I told the girls there that I had no problem with them (one of the girls had done our facials) that my complaint was with management. I just wanted to know what I was to be actually charged. The original transaction was on December 26, 2013, and, it was now early March, 2014. Eden Day Spa chose a very aggressive response by calling the police as they just wanted to get rid of a customer that questioned her bill. The officer seemed perplex about why the police were even called. I have never been escorted by police from any premise.They are correct in that:(1) Other than submitting my complaint through the Revdex.com, I did not contact them after I was removed from Eden Day Spa by the police. I was told by the police that I cannot physically be on the property or call them, if I did, I would be arrested. I knew they were not willing to resolve this in a professional manner.In closing, I am far from being satisfied with Eden Day Spa as they still not provided me with a proper accounting of total services including the discount for my daughter. They only gave me a check in the amount of $16.37 which reflects that odd amount listed on the bottom of the receipt as change. I will not cash this check as I am not agreeable to it at all. The check is being mailed back to Eden Day Spa.Never have I dealt with or heard of a company who acts this way when a bill is in question, as they did. Eden Day Spa does not know the meaning of CUSTOMER SERVICE. I have never felt the need to report a company to the Revdex.com. In fact, I go out of my way to support businesses that provide services and customer service done well. I unfortunate cannot say that about Eden Day Spa.I have to question why Eden Day Spa simply cannot provide a real accounting of services provided and provided a paying customer the ACTUAL amount that they are due. Do they make a habit of short changing their customer? What I do know, is that I will never recommend their establishment, and, I am considering legal action if this is not resolved promptly.I would like to you for taking the time to assist not only myself but all of those consumers that are treated unfairly.Thank you,

Review: My 2 daughters and I went to Eden Day Spa & Salon on 12/26/13.At the time,one daughter worked there.After we had 2 svcs each and purchased a few products, we checked out.The bill was high.Especially since my daughter,being an employee,was to be given discounts for HER svcs.I paid the 1,000.00+ bill and asked for a copy of the receipt.I looked at bill at home.It was wrong.Daughter took receipt to work/Spa and showed the Manager who kept receipt and agreed to fix it.Nothing was being done.My daughter was given excuses when she asked about it.On 2/15/14 my daughter was fired.On 3/5/14 I called and spoke to the same Mgr about the bill.She said she offered daughter $250 gift card (after call I asked my daughter-she was never offered a gift card).I said I want it resolved.The Mgr said she would credit $250 on my credit card on file.I do not know, with discounts for daughter what the credit should be.I said that I wanted a copy of the original receipt along with a receipt of how it SHOULD have been rung up.Then the difference can be credited to my credit crd.She said fine.I told her I would be in next day.She said she will be there 12-8.When I arrived at 4 the next day,I was told the mgr was not in.I was told I had to contact owner in writing.I said no,I was not yelling I was not cursing.I just wanted to resolve it as promised by the Mgr after driving 45 min to get there.Another girl behind the desk, after calling the owner,told me to leave or they are calling police.They called the police.I told the police what went on.I was told to wait in my car.I did.(The daughter who used to work there came with me but stayed in car the whole time).One officer obtained a copy of the original receipt for me.He brought it to me in my car and said I was not allowed to call, or, step foot on the Spa property or I would be arrested.Then he told my daughter the same goes for her.I could only have written contact.Well,I had a verbal commitment from the Mgr and it was not honored.What would writing do?Desired Settlement: As stated above, since I finally got a copy of the original receipt, via the Police Officer, I now need a receipt of how much I should have been charged, including discounts for my daughters' as she was an employee. Then the difference can be credited to my credit card as promised by the Manager.

Business

Response:

April 4, 2014Dear [redacted],We are in receipt of your letter dated March 31 and the complaint identified above. We have researched the matter and from our perspective, offer the following.Employees are given discounted services on non-peak days. December 26, 2013 was not a non-peak day. When the services were booked, we explained to the employee that because this was a holiday time and during our peak busy season, we would be happy to perform the services for her family, but in order to reserve and receive their appointments, the cost would be the normal non-discounted price. Our employee, the complaintant's daughter, understood that ail services would be charged full price and booked the services for herself, her mother and her sister. On the day of the services, our employee wanted to purchase several products for at home use and did. The total charge did amount to approximately $1,000 including almost $100 in discretionary tips requested by the customer for the service providers.Upon further research, we have determined that we did in fact make two mistakes in the customer's bill on the day of services and we would like and need to rectify our mistakes, 1 - We failed to charge the customer for one of the facials received. 2 - We failed to apply the appropriate employee discount on the products purchased. The net of these two mistakes is that we owe the customer $16.37 and will send to the customer a check for this amount, and offer our sincerest apologies.We have not discovered anyone here that offered a $250 gift card to either the customer or her daughter, our former employee. We do not keep credit cards on file nor did we offer to credit the customer's credit card on file for $250.Our business, except in this instance, has never had to call the police due to a dis-satisfied customer. Likewise we have never had ask someone to leave our establishment nor have we ever had to call the police for anyone refusing to leave our reception area and property. The situation was becoming tenuous, disruptive to our establishment and customers, and our reception team felt threatened. The customer had been asked politely to write to the President and refused, and the customer had been asked politely to leave the premises and refused. At this point the police were in fact called to our business to assist, which they did upon their arrival.We have not received any communication from the customer, other than this complaint through the Revdex.com. Again, we did make a mistake and for that we apologize. We likewise hope that we have satisfied the customer's stated desired settlement of a refund by sending a check along with a copy of the corrected receipt for her records.Should you need any further clarification from our perspective, or require further documentation, please do not hesitate to contact me directly.Sincerely,

Consumer

Response:

April 14, 2014Dear [redacted]:I am in receipt of the response from Eden Day Spa regarding my complaint that was submitted to the Revdex.com on 3/17/14.I am amazed that an establishment in the customer service industry, such as Eden Day Spa, handles a clients' inquiry about a receipt in the manner that they have.Contrary to their response, many things Eden Day Spa said were incorrect as listed below: (Please note that although I have all the names of the individuals involved, I am referring to them only by their titles](1) The receipt is very confusing, that is why I questioned it:(a) We had 3 facials and were charged for 3 facials (even one of the facials, according to their pamphlet, I was overcharged by $20.00), although,Eden says I was not charged for one of the facials;(b) The pedicure showed a "0" charge and a "Special Price” charge of $82.00. At first I thought I wasn’t even charged for the pedicure service.(c) Although Eden says the tip was almost $100.00, it was actually over $100.00. Please note that the tip is based on services detailed on the original receipt which is not accurate. I authorized a 20% tip on services, however, Eden charged a tip less than 18%. It should have been a $144.00 tip instead of the $127.60 that Eden charged. They shorted the tip by around $16-$17. Since Eden shows on the receipt how the tips are given out to the girls, I saw one of the girls was only given $3.60 when she should have gotten $20.00 for $100.00 worth of services provided.(d) On the bottom of the original receipt, it shows that I am due change of $16.37, not sure why or where this comes from. Especially since the services were charged to my [redacted] card.(e) No employee discount was applied for my one daughter who worked there. Her services were ($210.00) and her products purchased were ($67.80). My daughter did have a conversation with the owner but it was nothing about her discount not being applied due to service being done on a "peak day". My daughter was only told by the owner that if they were busy that she would not be able to have her services done as she is an employee. The spa was basically empty as there was a snow storm that morning, we arrived around 11 AM. There was no problem accommodating her.(2) Eden claims that they could not "discover anyone” that offered me a $250.00 gift card or $250.00 credit to my credit card on file. After nothing was being done, for over two months, I called and spoke with the only Manager that Eden Spa has. It was during that conversation that the Manager offered me a $250.00 credit to my charge card that was on file (she claimed she previously offered my daughter who worked there, a $250.00 gift card for the errors. My daughter said she was never offered a gift card).(3) During that same conversation, I WAS INVITED BY THE MANAGER to come to the spa anytime between 12 to 8 PM to resolve the matter. I went the very next day to do it in person as I did not trust them. I arrived at 4 PM and was told the manager was not there. I was far from "threatening” when I went to the spa. I was not yelling, I was not cursing, I simply stated that I was not going to leave (not only was I invited but I drove 45 min. to get there) until the manager returned. In fact, I told the girls there that I had no problem with them (one of the girls had done our facials) that my complaint was with management. I just wanted to know what I was to be actually charged. The original transaction was on December 26, 2013, and, it was now early March, 2014. Eden Day Spa chose a very aggressive response by calling the police as they just wanted to get rid of a customer that questioned her bill. The officer seemed perplex about why the police were even called. I have never been escorted by police from any premise.They are correct in that:(1) Other than submitting my complaint through the Revdex.com, I did not contact them after I was removed from Eden Day Spa by the police. I was told by the police that I cannot physically be on the property or call them, if I did, I would be arrested. I knew they were not willing to resolve this in a professional manner.In closing, I am far from being satisfied with Eden Day Spa as they still not provided me with a proper accounting of total services including the discount for my daughter. They only gave me a check in the amount of $16.37 which reflects that odd amount listed on the bottom of the receipt as change. I will not cash this check as I am not agreeable to it at all. The check is being mailed back to Eden Day Spa.Never have I dealt with or heard of a company who acts this way when a bill is in question, as they did. Eden Day Spa does not know the meaning of CUSTOMER SERVICE. I have never felt the need to report a company to the Revdex.com. In fact, I go out of my way to support businesses that provide services and customer service done well. I unfortunate cannot say that about Eden Day Spa.I have to question why Eden Day Spa simply cannot provide a real accounting of services provided and provided a paying customer the ACTUAL amount that they are due. Do they make a habit of short changing their customer? What I do know, is that I will never recommend their establishment, and, I am considering legal action if this is not resolved promptly.I would like to you for taking the time to assist not only myself but all of those consumers that are treated unfairly.Thank you,