Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The service cost 600 dollars. There was an advertised guarantee for a full refund for the service if it did not work. The service provider refused to continue the service, so there was no follow up to make sure that it would work. Because there was no follow up, I am owed a full refund.The store refunded me 425 dollars. They owe me 175 dollars. If they don't repay me this 175 dollars, they are violating their advertised policy. The owner's argument for violating her own policy is that I was rude. First, that is insufficient grounds for failure to comply with an advertised guarantee. Second, it is a gross exaggeration of my response. I made it clear that I was unhappy with the situation: --I showed up for an 11:00 appointment. The door to the store was locked. The sign said these were normal working hours, but the door was locked and no one was there. I called a couple of times, but the answering machine wasfull and would not accept messages. I was very concerned about this unprofessional situation. Reliable stores don't simply lock their doors and fail to show up for appointments with their customers.--After 20 minutes, someone opened the door. I expressed my deep unhappiness with the situation: I had an appointment. I did not yell and I did not use profanity. But I made it clear that I was unhappy with the fact that I had spent600 dollars on a service only to encounter a locked door when I returned for my follow up visit.--When I spoke to owner on the phone, she said she would be there in 15 minutes. --When I returned 15 minutes later, I was told that the owner was not coming in and said that I should have received a text. I did not receive a text. So, at this point my initial appointment has been lost or cancelled without myknowledge and the store does not have my phone number correctly entered into their system. I am very unhappy with the unprofessional situation and feel like I may be a victim of a scam. I am particularly concerned because there seems to be absolutely no regard for the fact that we had just spoken on the phone.The unprofessionalism (locked door and no room on answering machine, failure to keep appointment, failure to keep accurate records of customer information as well as of appointments, failure to show up even after agreeing vocally to show up, failure to honor advertised guarantee) of this store -- which advertises itself as a kind of medical spa -- is not grounds to refuse to honor an advertised refund. Her advertised refund was that it would be a full refund of 600 dollars. She owes me 175 dollars.[redacted]FYI: the response from the businessTo Whom it may concern,The details she gives are mostly correct, they are however void of the facts that explain what actually happened that day. Facts that I tried to present to her but she would hear none of that.I was in contact with another woman in regard to canceling that appointment that day who: ironically shares the same FIRST AND LAST name with this "[redacted]". As unbelievable as this sounds the other woman also comes here for laser treatments and the conversations I was having was with the other woman not this one.I know that sounds pretty unbelievable but remember I too was wondering what the heck was going on and I was at a real estate closing that I had no control over when it was scheduled. As the day unfolded I obviously figured out that I was communicating with the other woman with the same name. However during this whole ordeal "this" woman who filed this complaint was so rude, and insulting that my staff was texting , calling and informing me of her behavior and her very disruptive vocal scene...AND the other client that was here sent me an email complaining about this woman who was in my shop! She said she would gladly speak to how unbelievable this womans behavior was. Also the other " [redacted]" has offered to testify to the fact that I was not being unprofessional and just not showing up that I in fact was talking to her and that she in fact responded in such a way that I ( anyone would have ) thought it was all set... she will detail what actually happened. I think the woman who filed this complaint feels her behavior was warranted because she believes I was lying to her about there being another person I was talking to thinking it was her...but I was not. My staff was also insulted and offended by her rudeness. In all the years I have been in business ( over 30 years) I have never refused a client before. This is a first. But then again I have never had anyone act like this either.I understood her frustration but I was equally frustrated and confused and I was being respectful...actually I was being kind. once I figured out what was happening I tried to explain .... she crossed the line! I said " that was incredibly insulting " to which she replied " YOU areforgetting that "I" am the customer"~ my response was " I am a person and you are a person and you are a very rude person...so now you are no longer a client... I will be issuing you a refund and releasing you as a client , have a nice day- goodbye". And I did.I offer this service for $100 per nail or for $600. for all 10 toes. This is a one time service. I do offer a followup for six months for those folks who do all ten. So I refunded her $425.00 - thus she paid $175 for ALL TEN TOES! This is more than generous as this is a single application service and the follow up is to assure they are doing what they need to be doing but I see by her letter that she says she is DOING IT ALL~ if so she will be all set ( it takes a long time for the nails to grow out and for her to see the results as she was told at the first appointment but she didnt listen to me) and was telling me she got ripped off and it didn't work and she wanted her money back- she got quite a deal. This isn't the first time she has behaved like this my staff has informed me that she was very rude the first time she came in too, but she was not like that with me so I didn't know it.I am not legally bound to provide service to her, and I think she is the one who needs to look at why she was " excused" as a customer. It was extreme, severe and thankfully only one in my 35 years in business.
Regards,
[redacted]
I think this client would continue to argue this as long as allowed. I am not interested in doing that. I will add one point, another client who was in the building that day came in yesterday and told me that she was literally "afraid to leave my employee alone with that client!" That says it all! Thank you,Shari Bruzee
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The service cost 600 dollars. There was an advertised guarantee for a full refund for the service if it did not work. The service provider refused to continue the service, so there was no follow up to make sure that it would work. Because there was no follow up, I am owed a full refund.The store refunded me 425 dollars. They owe me 175 dollars. If they don't repay me this 175 dollars, they are violating their advertised policy. The owner's argument for violating her own policy is that I was rude. First, that is insufficient grounds for failure to comply with an advertised guarantee. Second, it is a gross exaggeration of my response. I made it clear that I was unhappy with the situation: --I showed up for an 11:00 appointment. The door to the store was locked. The sign said these were normal working hours, but the door was locked and no one was there. I called a couple of times, but the answering machine wasfull and would not accept messages. I was very concerned about this unprofessional situation. Reliable stores don't simply lock their doors and fail to show up for appointments with their customers.--After 20 minutes, someone opened the door. I expressed my deep unhappiness with the situation: I had an appointment. I did not yell and I did not use profanity. But I made it clear that I was unhappy with the fact that I had spent600 dollars on a service only to encounter a locked door when I returned for my follow up visit.--When I spoke to owner on the phone, she said she would be there in 15 minutes. --When I returned 15 minutes later, I was told that the owner was not coming in and said that I should have received a text. I did not receive a text. So, at this point my initial appointment has been lost or cancelled without myknowledge and the store does not have my phone number correctly entered into their system. I am very unhappy with the unprofessional situation and feel like I may be a victim of a scam. I am particularly concerned because there seems to be absolutely no regard for the fact that we had just spoken on the phone.The unprofessionalism (locked door and no room on answering machine, failure to keep appointment, failure to keep accurate records of customer information as well as of appointments, failure to show up even after agreeing vocally to show up, failure to honor advertised guarantee) of this store -- which advertises itself as a kind of medical spa -- is not grounds to refuse to honor an advertised refund. Her advertised refund was that it would be a full refund of 600 dollars. She owes me 175 dollars.[redacted]FYI: the response from the businessTo Whom it may concern,The details she gives are mostly correct, they are however void of the facts that explain what actually happened that day. Facts that I tried to present to her but she would hear none of that.I was in contact with another woman in regard to canceling that appointment that day who: ironically shares the same FIRST AND LAST name with this "[redacted]". As unbelievable as this sounds the other woman also comes here for laser treatments and the conversations I was having was with the other woman not this one.I know that sounds pretty unbelievable but remember I too was wondering what the heck was going on and I was at a real estate closing that I had no control over when it was scheduled. As the day unfolded I obviously figured out that I was communicating with the other woman with the same name. However during this whole ordeal "this" woman who filed this complaint was so rude, and insulting that my staff was texting , calling and informing me of her behavior and her very disruptive vocal scene...AND the other client that was here sent me an email complaining about this woman who was in my shop! She said she would gladly speak to how unbelievable this womans behavior was. Also the other " [redacted]" has offered to testify to the fact that I was not being unprofessional and just not showing up that I in fact was talking to her and that she in fact responded in such a way that I ( anyone would have ) thought it was all set... she will detail what actually happened. I think the woman who filed this complaint feels her behavior was warranted because she believes I was lying to her about there being another person I was talking to thinking it was her...but I was not. My staff was also insulted and offended by her rudeness. In all the years I have been in business ( over 30 years) I have never refused a client before. This is a first. But then again I have never had anyone act like this either.I understood her frustration but I was equally frustrated and confused and I was being respectful...actually I was being kind. once I figured out what was happening I tried to explain .... she crossed the line! I said " that was incredibly insulting " to which she replied " YOU areforgetting that "I" am the customer"~ my response was " I am a person and you are a person and you are a very rude person...so now you are no longer a client... I will be issuing you a refund and releasing you as a client , have a nice day- goodbye". And I did.I offer this service for $100 per nail or for $600. for all 10 toes. This is a one time service. I do offer a followup for six months for those folks who do all ten. So I refunded her $425.00 - thus she paid $175 for ALL TEN TOES! This is more than generous as this is a single application service and the follow up is to assure they are doing what they need to be doing but I see by her letter that she says she is DOING IT ALL~ if so she will be all set ( it takes a long time for the nails to grow out and for her to see the results as she was told at the first appointment but she didnt listen to me) and was telling me she got ripped off and it didn't work and she wanted her money back- she got quite a deal. This isn't the first time she has behaved like this my staff has informed me that she was very rude the first time she came in too, but she was not like that with me so I didn't know it.I am not legally bound to provide service to her, and I think she is the one who needs to look at why she was " excused" as a customer. It was extreme, severe and thankfully only one in my 35 years in business.
Regards,
[redacted]
I think this client would continue to argue this as long as allowed. I am not interested in doing that. I will add one point, another client who was in the building that day came in yesterday and told me that she was literally "afraid to leave my employee alone with that client!" That says it all! Thank you,Shari Bruzee