Q.U.E. Massage Therapy

Review: I have had the worst customer service experience ever with this business. I would use the term "business" verly loosely with this merchant since I haven't recieved anything but complete frustration and empty promises. I purchased a massage from this business back in December 2012 through [redacted]l. The massage expired in June 2013. After several phone calls, online reservations, and voicemails, someone from QUE returned my call to schedule an appointment in July. I explained that it was past the point of my expiration date, but they said they would still do the massage on Monday, July 22nd at 7pm. I should have known that this appointment wouldn't stand when I never got a reminder phone call. I show up only to find the door locked and the hallway dark. I checked the website and indeed it was the correct address, hours of operation, etc. I decided to see if they were listed on [redacted]. They were and I found another website for them that listed completely different hours. I have called more than 15 times and have left at least 6 messages since my "appointment". I have yet to receive a return phone call. And that was just from my cell phone. I also called numerous times from my work phone and from other phones. I even went to the business in the middle of the afternoon one time. The sign said open but again the door was locked. I am extremely frustrated and I would hate to see this kind of service ever repeated. I am now out $35 for a service that was never recieve. I would never recommend them to anyone I know, not even an enemy.Desired Settlement: I am requesting a $35 refund for the massage never recieved. Due to [redacted] refund policies, they are unable to provide me a refund since the expiration date has passed. They were, however, able to give me $5 to use for a future purchase. More than anything I would like this business to know that their lack of service has not gone unnoticed.

Business

Response:

[redacted] Revdex.com

I am replying to the complaint filed againt QUE Massage Therapy and Spa on 8/20/13 from a [redacted]

Based on the complaint [redacted] is stating that an appointment for July 22nd at 7pm was not fullfilled on our end. That is not the ONLY appointment [redacted] set with us for her Living Social promo massage. We were contacted by [redacted] on 2/18/13 at 9:36pm via our website for an online appointment request. In the request she wanted either 3/20/13 at 1pm or 5/25/13 at 1pm for her massage. We responded with an email on 2/19/13 at 5:32pm telling her we had her scheduled for her massage with warmstones on 5/25/13 at 1pm. We then received another email on 2/25/13 at 4:14pm from [redacted] saying she never got an reply and wanted to schedule for 3/20/13. We replied with an email giving her hours of operation and to let us know what will work best for her. She called and we set her up for 7pm on 3/20/13. When we called to confirm her appointment the day before [redacted] informed us she will not be able to make the appointment and she will call back to reschedule. When we was contacted by her again we set her up for her origianl request day 5/25/13 at 1pm. We called her a week before and left a message on her cell phone [redacted] confirming. May 25th came and [redacted] was a no call no show. We contacted her the following week to see what happened and she called back to reschedule. On 6/12/13 at 10:54 [redacted] sent another email requesting an appointment for either June 17th at 6:30 or June 21st at 6:30. She also wanted to be contacted via phone for her which we called her to schedule yet again. She was put in for 6/14/13 at 6:30pm and as before when we called to confirmed she apologized and asked for the following Friday 6/21/13. We put her in for that date instead which she called the day of and wanted to change it to the expiration date 6/24/13. [redacted] called 6/23/13 at 11:08pm and left a message that she couldnt make 6/24/13 at 8pm and would like instead for 7/5/13. The date she is complaining of 7/22/13 was scheduled for 6pm and not 7pm. She was the last appointment scheduled for that day and because of her historty we waited until 6:15pm before we closed and left. She called the following day saying she was there at 7pm for some reason and no one was there. We are not sure how she confused the time because we spoke to her the previous Friday 7/19/13. According to the fine print on a Living Social voucher once a client does not call to cancel an appointment in the appropiate time frame then the voucher is forfiet. We dedcided to allow her to still use it since it didn't expire for the promo until 6/24/13. After that it turns into the paid value which she would have to pay the difference for any services rendered. We have been more than fair with [redacted] She has been given numerous opportuninites to use her voucher even before the expiration date. Our website list our current hours and for any other listing the information is not always updated on the internet. When she would call from work she would leave her cell number to contact her so we did not have a work number to return her call.