Shala Plus

Initial Business Response /* (1000, 6, 2014/04/28) */
The client in question fully admits that she missed an appointment that was confirmed to her in writing. She herself confirmed the appointment in writing (please see attached email chain with her). The late cancellation/No Show policy...

clearly states there is a client's choise of a $50 rescheduling fee or forfeiture of missed session. Client didn't show up for her appointment. Her appointment was on EASTER SUNDAY - an exception that was made for her given her very hectic schedule as she put it. We opened for client treatment to accommodate specific clients but of course being Easter Sunday telephones were not being monitored. Emails however were. She also managed to reach the Manager on her cell phone number on Easter Sunday and did speak to her. Manager clearly explained again the cancellation policy which was emailed to her on numerous occasions and was even emailed the proof of her 11am appointment which she confirmed via email. The client then proceeded to accuse the Manager of being Racist to Indians even though she knows the manager herself is Indian. Client was yelling at client and started demanding a refund. The package price is $429 for a service that normally runs in the thousands of dollars. This was a special that was run for new clients. A single session for Full Legs Laser Hair Removal costs $275. When client requested refund Manager informed her of the price of a single session and that if we charged her the single session price she would end up owing us money and advised client to just come in for her remaining two sessions. There is at this point no refund due since the client has already had 4 sessions which at the single session rate comes out to $1100. Business feels this is a scam. Clients often come to us requesting single sessions since they have been elsewhere for laser hair removal and just need a "touch-up". They frequently try to purchase a package and then ask for a "refund" for the remaining thinking that a single session would be $429/6 sessions - ie. $71.50. This is of course basic business knowledge that a special INTRODUCTORY package rate is cheaper since it is a chance for a client to try our services and hopefully purchase additional packages with us. We have NEVER had any negative comments about our treatment or service. If you'll notice the client's only complaint is that we did not WAIVE her NO-SHOW penalty of $50. I just don't see why this client feels that she is entitled to this especially given our Technician came in on EASTER SUNDAY to treat her specifically and she didn't even have the common courtesy to show up! She was sent emails to tell her about her appointment. She has a login to her account where she can access her schedule online at ANY time, she also confirmed her email date and time with us in Writing. If she had had a family emergency or some legitimate reason why she had to miss or reschedule her appointment we could talk about an exception but for a grown adult to just say "I forgot" or "I thought it was a different time" and then DEMAND an exception is just unreasonable. Even despite her racial attacks and rude behavior on the phone we have still extended her the courtesy of completing her treatment and we maintain that offer. She will be treated with the full respect of any professional wellness center. She is a valued client but we do expect her to respect our time and our right to not be verbally abused.
Initial Consumer Rebuttal /* (3000, 8, 2014/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I told the owner that missing the appointment was not intentional. I have no intention of scamming their business. The owner was extremely rude and degrading. I did accept that I missed the appointment and it was not their fault. I have every right to reschedule my appointment as long as it was before their 24 hour cancellation policy. I told her to forfeit my appointment and I just want my money back for the two leftover appointments. I have no intention of going back. They don't know how to treat their clients and they don't treat them respectfully. It is not unreasonable for a client to ask for a courtesy and reschedule. Many businesses accommodate their customers if they want their business to succeed. She treated me like a dumb child on the phone and told me that we are grown-ups. Is this how you talk to a client? I don't think so. Whether she gives me my money back or not doesn't matter. She can keep it. I just think that they are not professional at all and that business owners should be courteous and professional and she was not like that with me. They are the ones scamming customers. There is no documentation about their refund policy anywhere. I have bought multiple packages online from Groupon and have never had a problem. This is the first and the last. I will be very careful next time so I don't get scammed.