Nirvana Reflexology Spa

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Nirvana Reflexology does not accurately characterize the exchange or what transpired When I first visited Nirvana to report the lost gift certificate, I was told that the manager keeps records of all gift certificates on his person, and that he would call me the next day to discuss replacement At no point did the manager ever call me as promisedMoreover, Nirvana disclaimed and continues to disclaim that the manager maintains these records despite the employees misrepresentations I find this difficult to believe to believe Surely the business has some form of sales receipts or accounting documents to demonstrate the sale Even if Nirvana does not have such documentation (which they should), I definitively proved that I purchased the gift certificate by providing my credit card receipt I also explained that I accidentally threw out the original certificate Because I threw out the prior gift certificate, there is no danger of Nirvana suffering a "loss" and using the prior certificate Instead, Nirvana stands to profit by receiving payment for a service (a one-time massage) that they will never performThe obvious way to make both parties whole is to simply replace the lost certificate Nirvana will not suffer a "loss" if they perform the service for which they were paid I also disagree with Nirvana's characterization that it was "polite" in its conversations and communications In fact, it is hard to characterize my exchange with the manager at all because the manager never contacted me as promised I do not believe promises and refusal to return customer's phone calls falls into the polite category Additionally, by email, the manager stated that I need to produce an electronic receipt to prove that I purchased the gift certificate I was given the distinct impression that Nirvana doubted whether I purchased the gift certificate in the first place and felt that I was lying I continue to feel that way now, and I do not feel satisfied with Nirvana's handling of this dispute or of their lack of efforts at customer service Best regards, [redacted]

Dec 17, 14Revdex.com,The customer purchased a gift certificate in store by credit card on 11/22/ He called in to complain that he lost the gift certificateOur manger at the time told him that Nirvana cannot replaces, nor refunds the GC, which is the company's policy and clearly displayed at the front deskThrough all the different locations we have, it is very difficult , almost impossible, to track valid certificates coming in on a daily basis and notify all locations that it had been accurately redeemed. We've had stolen, counterfeit, and lost gift certificates redeemed so many times that we've implemented this policy.We are not and never accused *** *** of any scam and were very polite in explaining why we could not replace the GC The gift certificate could possibly be redeemed when Nirvana has replaced it and we could take a loss We did offer *** *** a discounted GC at $for a one hour session, but he declined. As far as electronic receipt he mentioned in his letter, we believe he is confused about the online purchaseHis signed copy of the credit card and the copy he received the time of his purchase was his receipt Nirvana only email out an electronic email confirmation when their is an online purchase. If the Revdex.com thinks we are wrong in this matter then Nirvana will replace the GC, once we get a reply Please keep in mind if we replace the GC and the lost one is redeemed, it is Nirvana that will suffer the loss. We look forward to hopefully resolving this matter in the near future. Sincerely yours, Danny L

Dec 17, Revdex.com,
The customer purchased a gift certificate in store by credit card on 11/22/ He called in to complain that he lost the gift certificateOur manger at the time told him that Nirvana cannot replaces, nor refunds the GC, which is the company's policy and clearly
displayed at the front deskThrough all the different locations we have, it is very difficult , almost impossible, to track valid certificates coming in on a daily basis and notify all locations that it had been accurately redeemed. We've had stolen, counterfeit, and lost gift certificates redeemed so many times that we've implemented this policyWe are not and never accused *** *** of any scam and were very polite in explaining why we could not replace the GC The gift certificate could possibly be redeemed when Nirvana has replaced it and we could take a loss We did offer *** *** a discounted GC at $for a one hour session, but he declined.
As far as electronic receipt he mentioned in his letter, we believe he is confused about the online purchaseHis signed copy of the credit card and the copy he received the time of his purchase was his receipt Nirvana only email out an electronic email confirmation when their is an online purchase.
If the Revdex.com thinks we are wrong in this matter then Nirvana will replace the GC, once we get a reply
Please keep in mind if we replace the GC and the lost one is redeemed, it is Nirvana that will suffer the loss.
We look forward to hopefully resolving this matter in the near future.
Sincerely yours,
Danny L

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:Nirvana Reflexology does not accurately characterize the exchange or what transpired.  When I first visited Nirvana to report the lost gift certificate, I was told that the manager keeps records of all gift certificates on his person, and that he would call me the next day to discuss replacement.  At no point did the manager ever call me as promised. Moreover, Nirvana disclaimed and continues to disclaim that the manager maintains these records despite the employees misrepresentations.  I find this difficult to believe to believe.  Surely the business has some form of sales receipts or accounting documents to demonstrate the sale. 
Even if Nirvana does not have such documentation (which they should), I definitively proved that I purchased the gift certificate by providing my credit card receipt.   I also explained that I accidentally threw out the original certificate.  Because I threw out the prior gift certificate, there is no danger of Nirvana suffering a "loss" and using the prior certificate.  Instead, Nirvana stands to profit by receiving payment for a service (a one-time massage) that they will never perform. The obvious way to make both parties whole is to simply replace the lost certificate.  Nirvana will not suffer a "loss" if they perform the service for which they were paid.  
I also disagree with Nirvana's characterization that it was "polite" in its conversations and communications.  In fact, it is hard to characterize my exchange with the manager at all because the manager never contacted me as promised.  I do not believe false promises and refusal to return customer's phone calls falls into the polite category.  
Additionally, by email, the manager stated that I need to produce an electronic receipt to prove that I purchased the gift certificate.  I was given the distinct impression that Nirvana doubted whether I purchased the gift certificate in the first place and felt that I was lying.  I continue to feel that way now, and I do not feel satisfied with Nirvana's handling of this dispute or of their lack of efforts at customer service.  
Best regards, 
[redacted]