Oasis Spa

Review: I visited this spa on */**/13 for a pedicure. When making my appointment I explained as best as I can that I was given a groupon and that is how I will be paying. At check out I gave my gift certificate as payment. Unknown to me I had to complete the Groupon process. As I started the manger [redacted] came and grabbed it out of my hand and say "Can't you people read". I grabbed it back out of her hands and said "Don't you ever grab anything out of my hand again. They informed me of there policy with not accepting Groupon and asked if they can please go back a listen to the phone call and they will understand that I asked several times to ensure there would be no problems. The owner then came out and said he will look into it. I paid and left. My aunt had the same issue but agreed to pay. As she walked into the room [redacted] entered and said "you black people always have a problem and was asked to leave. As I drove away the owner called me and said I left without paying. I said I have my receipt. The accusations and comments were extreme and the worst costumers service ever experienced.Desired Settlement: $50 dollars for a pedicure.

Consumer

Response:

I had to pay out of pocket.

Business

Response:

We (the manager and owner and staff on duty that day) have read the account of Ms. [redacted] visit, and we could not disagree more with her statement.

Straight away Oasis Day Spa has never accepted Groupon at any of our locations, nor do we accept any discount coupons from anyone else except SpaFinder. That has been our policy for the 15 years we have been in business.

When Ms. [redacted] called and scheduled her appointments she spoke with one our most senior managers, who would never state we accept Groupon. In fact no one working here would ever make that claim as the training at Oasis is second to none in the industry, and why we have been named Best of Westchester and Spa of the Decade by the readers of Westchester magazine 5 years in a row.

Our entire team knows we do not accept Groupon, so the fact that this guest claims she explained to us she had a Groupon- we would have immediately advised her we do not accept them.

Our General Manager [redacted] who initially dealt with this incident is incredibly professional, and as nice a person you could ever meet. The accusation that she was racist and grabbed something out of the guest’s hand is a horrible thing to say about a professional such as her.

In fact when Ms. [redacted] handed the print out coupon to the manager, [redacted] very nicely informed her that the Groupon she had in her hand was not for a service at Oasis, but in fact for another company called Spa Wish.

When Ms. [redacted] insisted we accept the Groupon, [redacted] told her she would get the owner. I came out to meet Ms. [redacted] and tried to nicely explain our policies, but she kept insisting we must record our phone calls and that I should listen to the tapes. For the record, Oasis does not record phone calls of any kind.

I tried to explain to her our policy, and that the coupon she had wasn't even for our business (that didn't matter to her) but that did not make a whit of difference.

After receiving this complaint, and just to verify for the record, we checked our security video camera in the reception area, and we reviewed the incident. You can clearly see that Ms. [redacted] handed the coupon to our manager, and she gently accepted it.

Her companion even said to Ms. [redacted] that her coupon was for another spa and had nothing to do with Oasis Day Spa.

Ms. [redacted] then said we should refund her money to her as this misunderstanding was our fault. I politely advised her that I am sorry but she received her service in full, and that she needed to pay for her service.

It is apparent that this was the first time Ms. [redacted] has used a Groupon, and unfortunately she misunderstood how to redeem it. Instead of keeping the Groupon to use as intended, and paying for the service she received she was adamant we accept it.

For the record a business that accepts Groupon is paid directly by Groupon. Since we do not accept Groupon Ms. [redacted] was asking us to provide her with a free service, which is not possible.

Oasis prides itself on 5 star customer service, and our guests agree with that naming us Best of Westchester and New York City on multiple occasions