Pierre & Carlo European Salon & Spa

July 29, 2016Dear *** ***,I received your letter dated Tuesday July 26, and assigned ID# ***Thank you for the opportunity to respond**& *** *** requested and were scheduled for Deep Tissue Massage on 7/23/When the gift certificates were presented one had ***
*** written on it and the other had *** *** ***/*** was informed that their Gift Certwere for a basic massage and there would be an additional charge of $for Deep Tissue*** *** replied she did not intend to pay any extra and she should be able to choose any massage she wants because it was a gift*** *** was already upset about this and then when the gift certificate(s) were looked up in the computer we had no record of any gift certificates purchased by ***, her husband, or *** ***This is highly unusualEven expired GC show up in the systemThis led us to believe they were either very old, or were old and already usedMany times if a certificate is coded under a persons name and the person forgets to bring it with them out, of a courtesy we do allow them to use it and we redeem it in our system even if it still remains in their possesionWe do ask when they return home to dispose of the certificate so there is no confusion in the futureWe use a sophisticated tracking, appointment, and point of sale program called Millennium by Harms Software in all the above scenarios I am able to research and rectify the problemAll of this was running into the apppointment times we had set asside for ** & *** ***Even though we had no record validating these certificates we wanted to provide them with a service since they were here.Melissa (receptionist on duty) explained that she was unable to validate the certificates and she was unable to redeem themI was on vacation but I am always available to my StaffThe reason Melissa texted me was because was on a boat and I was unable to hear her properly because of surrounding noiseUnder different circumstances I would have gladly spoke to both *** and Melissa by phoneMelissa had sent me a photo of the certificate via textAfter reviewing the certificate and still unable to verify them had suggested we offer them each a minute massage (regular price) $and upgrade each of them to our summer Aromatherapy of Coconut Lime which would have been an additional eachTotal value of $eachAs you can see clearly in the attached photo $written on one of the certificates*** *** was extremely upsetAnd demanded hour massages for each of them and made threatening remarks that she would blast us all over social mediaMelissa, the massage therapist assigned to *** *** and a stylist all tried to calm her down.She accepted the offer of the minute each with the Coconut Lime upgradeBy this time I was able to return to land and call the salon**& *** *** were having their servicesI asked a senior member of my team (Maria) to go back to her, apologize for the confusionTell her that would look into why we had no record of the gift certificates and to call me on Wednesday and in the interim please offer them a coupon for 50% off a future serviceWhen Maria approached her she said she would never come back, she was going to blast social mediaMaria asked *** *** not to post anything on social media and give me the opportunity to look into itMaria told *** *** that I am aware of what is going on and I will make it better for her and please call me (Dorina) on Wednesday 7/27/that is when return from vacationMaria felt at that time she was ok and would call on WednesdayEven though they were disappointed and upset about not recieving an hour massage each it is my understanding both **and *** *** enjoyed their massages and left a gratuity for the masseuse. Had *** *** given me the opportunity to research our records and called me on Wednesday 7/27/as was requested I would have gladly invited them both back in to have MassagesHowever, *** *** chose to turn to social media and damage our reputation as well as naming me personallyShe continually posted and reposted over the course of hour periodAs of Thursday evening she is still postingI understand as a business owner that my responsibility is 24/however, spending Saturday evening and through till Sunday evening while on vacation with repeated negative post in which *** *** tries repeatedly to tag me in personally by name is harassment and borders defimation*** *** chose to bully and shame my business and me personally on social media instead of speaking with me directly as was requested and providing me time to fix or rectify the situationShe began posting that evening, through SundayI would assume contacted your office Monday or Tuesday.Anticipating *** *** & *** ***'s call, returned to work on Wednesday 7/27/and spent about an hour researching our recordsWe did have a clerical error in which the purchase of $by Wedi Tait was accidentally coded as massage received and performed on the date of purchase 2/27/and not as gift certificates to be used on a future date.*** *** the woman who made the purchase also called on Saturday 7/23/after being informed by *** *** that there was an issue with the certificatesMelissa explained and apologized and also asked her to call me on Wednesday 7/28/16.I spoke with *** on Thursday 7/29/ afternoonexplained how sorry I was about the confusionexplained and took responsibility for our clerical errorI explained to *** we pride ourselves on superlative customer serviceWe make every effort to accommodate our clients and we take very seriously when something is not correctI also explained to *** that take very seriously when someone tries to bully, verbally abuse or harass my staff, business or myselfHow dissapointed was that *** *** spent all of this time and energy on negativityI was sorry that *** *** chose to hash it out that way instead of calling meI explained to *** that I would use one of the gift certificates she purchased towards **& *** *** massages on 7/23/A value she purchased for $and we performed $worth of service on **& *** ***($each) and that I would issue a credit of back to her Credit card and if she wanted she could purchase a certificate elsewhere at another establishment for *** *** or we would issue her a credit towards a massage for herselfchose to have the credit towards a massage with us*** explained to me that she had purchased a *** for and came in and loved the serviceShe returned and asked if she could buy another one for a friend for the same price and this is where the sale on our end went completly wrong.*** the woman who should be more upset because she purchased this and gave it to a friend was patient enough, kind enough and understanding enough to listen, accept my apology and hopefully return as a happy clientProblem easily solved.I have been in business for years as an ownerI have never encountered anyone like thisI do not want to be subjected or have my staff subjected to this kind of bullyingIn addition, I don't recall ever recieving a notice from the Revdex.com all the years of being in businessI would guess that this is maybe not the first time you have heard from *** ***We have been successufully serving clients for over a decadeYour welcome to research my businessWe are also a different company then the business that was in Philadelphia *** *** notes in her letterMy Company is Pierre & Carlo at The Trilogy LLC trading as Pierre & Carlo European Salon SpaPlease feel free to check our website \?\???.gierreandCario.corn for all Massage priceing:30minute $minute Swedish $minute deep tissue $115.00I've enclosed all documentation supporting this letter along with our most recent reviews from our clientsconsider this matter resolved.Enclosure:Copy of text message between myself and MelissaCopy of text message between Maria and myselfCopy of Facebook Post by *** ***/***Original copy of appointment book showing Deep Tissue Massages bookedCopy of both Certificates *** *** still has in her possession but are flagged now as redeemed and reissued to *** *** in our computer system.Copy of recent reviews and ratings via *** *** & ***Feel free to check out our Website reviews www.pierreandcario.com and our Facebook https://www.***.com/pierreandcario/Sincerely,Dorina D

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:I have had contact with Diorina from Pierre & Carlo. She expressed herself as so did I.  After reading her response I'm floored that she is calling me a BULLY in her response letter. At no time did I ever bully, berate or disrespect her or anyone on her staff.  I expressed my concerns as calmly as possible considering the circumstances.  I see that she was able to find the error that was made, she has no right in being mad at me and yes my friend did purchase the certificates that were intended for me, and for her to say that my friend should be the one that should be upset is true and so should I.  I was the one along with my husband that was humiliated in front of others not my friend. Even when 'I went to social media I only spoke the truth and never spoke a bad word about her staff, only the poor treatment that I received. I will now let social media know that she has resorted to name calling. And if I'm such a BULLY and mean person why did we still give the person that gave the massage a gratuity for the service that she performed on us. That doesn't sound like something a BULLY would even consider doing after all it wasn't her fault that the salon made the mistake, we wouldn't dare take it out on her. Diorina, I thought that after we made contact on Face Book that things would be more cordial between us, but I am highly offended by your BULLY remarks.  SHAME ON YOU, MISS BUSINESS OWNER, IS THIS HOW YOU REFER TO CUSTOMERS THAT ARE NOT HAPPY. ONCE AGAIN, SHAME ON YOU.
Regards,
[redacted]