Slick Rock Tanning and Spa

Complaint: [redacted] I am rejecting this response because: I was not offered in store credit and was not offered credit for the difference of what I paid which is another thing that I requested as a solution Also, I clearly stated that I had previously used the other bottle that I wanted to trade for (it is in my history in the computer at Slick Rock) and Ashley acknowledged that but then stated that I had to purchase an $packet of that lotion anyhow and in addition to the $and I would not get a credit and that bottle that I was interested in exchanging for was sitting right there on the shelfIt was not out of stock I have since purchased a tanning bed and cancelled my membership I will not accept an in store credit at this point I used the lotion that I bought from the rep twice (as suggested) and still smelled like plastic To make sure, I had a couple friends smell the skin on my arm after trying it a second time and they said that I did in fact smell like plastic I also told one of the girls at the tanning salon and she agreed as well I wanted to bring the bottle back the next day but was refused an exchange At this point, I would just like a refund on the bottle Not an in store credit which I would have gladly accepted at the time of my initial complaint but I have since cancelled my membership and bought a tanning bed I will be happy to bring the bottle back for a refund I will certainly not be using it because it makes my skin smell like plastic.Sincerely, [redacted]

Hello Revdex.com,
I am sorry to report that this complaint has resulted entirely from miscommunicationI feel terrible that we have damaged *** trust and confidence in us and my hope is that we can rectify the issue, restore her trust, and continue to provide *** with world-class service and
the very best tanning experience going forwardWe do not take any feedback lightly and will work to improve communication within our own team to better serve our guests in the future.
Our policy regarding product returns is that we will exchange lotion bottles (as long as they are still at least 3/full) within days of purchase for in-store credit toward another retail product, membership upgrades, sunless spray tans or spa services of equal valueWith that said, and as *** stated, we offered to exchange the product when she first contacted usAny price difference between the product being returned and the new product would have been refunded as in-store credit.
Ashleigh, the team member who assisted ***, is currently training to become a store manager and had reached out to me following her initial conversation with *** for direction on how to perform the exchangeDuring our conversation, I inquired as to the reason for the return and learned that *** chief complaint was that she felt like the lotion had made her smell like plasticSeeing as she had purchased one of our top-selling and most raved about products, this was an odd complaintI inquired further about why she had decided to purchase this particular product and why we had recommended such an advanced bronzing lotionI learned that *** had previously used a dark bronzing lotion that is made by a different company, and that she had decided to purchase this bottle of lotion on recommendation from one of our Tanning Consultants because of its increased skin care ingredients and more advanced, plateau-breaking bronzersBecause she purchased a top-of-the-line lotion - one of the most expensive we carry - Ashleigh and I discussed which products we carry that would be comparable to what *** had purchased and would still deliver the results she is afterWe landed on a product that contains high-level bronzing agents and advanced skin care ingredients, just like the bottle *** had purchased, except it is made by the same manufacturer as the lotion she used previously, which we knew she likedWe did not have the product in stock at that location at the time, but we did have it in stock at a different locationOur goal is to provide all of our members with second level service, and we thought this was a perfect solution for *** seeing as she had spent top-dollar for the best bronzing results and this new product would deliver the same results and provide the same skin care benefits, but hopefully without the weird odor this timeI advised Ashleigh to let *** know that we could transfer a bottle from a different location for her, but because it would take a few days and she would have to wait, we could do a straight across exchange even though the new lotion is more than the one she had purchased ($vs $119)*** declined and requested instead to exchange her bottle for a different bottle from the same product line as the one she had just purchasedAt this point, Ashleigh recommended purchasing and trying a single-use packet of the lotion before doing the exchangeSince the lotion *** wanted and the one she wanted to return are both from the same product line and contain similar ingredients, it would only make sense that both would illicit the same reactionTherefore, the only reason we suggested trying a packet was to prevent *** from being dissatisfied a second timeWhat we apparently missed on our end is that *** had used the product previously and already knew she liked it! We never would have suggested trying a packet had we known this.
Moreover, we strive to match the right skin care products and tanning lotions with each guest based on their specific skin type, skin care needs, and tanning goalsOur intention was to do right by *** and find the very best solution for her, specifically catered to her tanning and skin care goalsBy no means do we wish to create dissatisfied customers or "push" expensive products on our clients, which is why, although we do carry single-use packets for sale, we always recommend the bottle first because it is so much more cost-effectiveThe cost per session breaks down to just $0.50-$when you purchase a bottle compared to $5-$for a single-use packetWe make every effort to save our guests money and help them find the most cost-effective route for achieving their tanning and skin care goalsObviously, as a small company, it in our best interest to get it right the first time and recommend products we know our clients will love, so as to not create unnecessary returnsUnlike big box stores that can send returns back to the manufacturers, as a small business, we just eat the cost of any returned productsWe certainly aren't going to sell a partially used bottle of lotion to someone else after it has been returnedBut we know that sometimes, even with our best effort to find the perfect match, there may be an adverse or unexpected reaction, so we are always willing to credit for an exchange and find another product (or service) that they love instead!
At any rate, I hate to think that all of this upset is a result of a few small miscommunications and I would like to extend an apology to *** for her frustrationI hope she knows that our intention is and always was to do right by her and make sure we found the perfect solution for herSo, just as before, we will gladly allow *** to exchange the bottle she purchased for another retail product of equal valueOr, if she would prefer, we will simply return the product for a credit of $which will be refunded as in-store credit and can be used toward membership upgrades, tanning services, sunless spray tans and/or spa servicesAlthough the time period for the return has already passed, we understand that she initially requested to exchange the product within days of purchase, and due to poor communication between our parties, the exchange did not occur, therefore, I will make a note on her account that we are extending the return period for another days from today, until 4/
Cheers & Stay Golden,
Paige K***
Slick Rock Tanning & Spa
www.slickrocktanningspa.com
Post FallsN Hwy Ste E(208) 262-
Coeur d' Alene W Neider Ave #106(208) 665-ROCK
South Hill SpokaneE Palouse Hwy Ste D(509) 448-ROCK
Voted #Best Tanning of North Idaho 2012, 2013, 2014, & 2016Voted #Best Tanning of Spokane 2011, 2012, &

Complaint: [redacted]I am rejecting this response because:  I was not offered in store credit and was not offered credit for the difference of what I paid which is another thing that I requested as a solution.  Also, I clearly stated that I had previously used the other bottle that I wanted to trade for (it is in my history in the computer at Slick Rock) and Ashley acknowledged that but then stated that I had to purchase an $11.00 packet of that lotion anyhow and in addition to the $127.00 and I would not get a credit and that bottle that I was interested in exchanging for was sitting right there on the shelf.. It was not out of stock.  I have since purchased a tanning bed and cancelled my membership.  I will not accept an in store credit at this point.  I used the lotion that I bought from the rep twice (as suggested) and still smelled like plastic.  To make sure, I had a couple friends smell the skin on my arm after trying it a second time and they said that I did in fact smell like plastic.  I also told one of the girls at the tanning salon and she agreed as well.  I wanted to bring the bottle back the next day but was refused an exchange.  At this point, I would just like a refund on the bottle.  Not an in store credit which I would have gladly accepted at the time of my initial complaint but I have since cancelled my membership and bought a tanning bed.  I will be happy to bring the bottle back for a refund.  I will certainly not be using it because it makes my skin smell like plastic.Sincerely,[redacted]

Review: To whom this may concern,

I purchased a tanning package that consisted of 5 spray tans. The merchant quoted one spray tan at $30; however, the salesperson notified me that by purchasing a package, I would actually be getting more spray tan sessions for my money. Therefore, I purchased the 5spray tan package. Keep in mind, this is my first time using their services. After using the first spray tan from my package, I was dissatisfied with the color of my tan because it had not developed at all. I went back to the store to show the manager my undeveloped tan and she agreed that the tan did not develop to the maximum color. She then offered me a complimentary tan which I got on the same day of my complaint as I had a flight to catch to Florida. The tan once again did not develop. At that point I was extremely upset since I wanted to be tan on my vacation. As soon as I got home from my trip, I immediately called the tanning salon to complain about my dissatisfaction with their services and to please issue me a refund for the rest of the unused spray tan sessions. The manager had informed me that she would need to consult with the owner first before issuing me a refund, and she would contact me as soon she speaks with her. I waited about a week and a half before calling the tanning salon back. This time, the same manager answered my phone call apologizing for not getting back to me as she thought she left a voice mail on my phone. However, I doubled checked on my phone, there was no voicemail from her. She then went on to say that she cannot issue me a refund but could issue me a store credit. Several problems with that. First, there is no refund policy in place. Second, I cannot use their other services such as the tanning beds because my family has a history of skin cancer. Once again she told me that she would need to contact the owner to relay this information to her, but she would not get back to me until after this Sunday as she is going out of town. I have had many spray tans from different tanning salons over the course of my life, and this is by far the worst experience I ever had. Not only are their product/services faulty, but they have very poor customer service at resolving issues.Desired Settlement: I would like a full refund for the package which should be easy since I did not use the remaining 4 spray tans, and for the first spray tan, I believe I'm entitled to compensation since the color never developed and almost ruined my vacation.

I do not want the store credit because I cannot use their other services (i.e. tanning bed).

Business

Response:

Hello,

Review: I signed up for a membership in MAY, paid CASH, was very CLEAR AND CONCISE that I only wanted one MONTH. I was told that if I gave them a credit/debit card...they would charge $5.00 per month to keep an "active" membership in case I wanted to ever tan again. They outright LIED. Fast forward, on 9/3/14 I was charged $274.94!!!! THis is unauthorized and I WANT MY MONEY BACK NOW.

They outright LIED to make a "sale" as I never would have even brought my business here if I had to pay for a full membership, AS I STATED WHEN I CAME IN TO TAN.Desired Settlement: I want my charged reversed.

Business

Response:

To whom it may concern: