Theratopia

The sequence of events for services provided for [redacted] are as follows:-On July 17, a reservation was created for a massage and facial for [redacted] beginning at PM on July 29, Her email and phone number was entered into our system and verified as correctThe reservation was created and the email confirmation was successfully sent to her email address at 1:PM on July 17thA reminder email was also sent successfully on September 7, two days prior to her appointment.- [redacted] arrived for her appointment on July [redacted] completed required paperwork for her facial which, included her email address (same email address currently on file)On this day, she was unable to receive a massage due to a recent surgery but did receive her facial.- [redacted] rescheduled her massage at the front desk at 1:PMThe reservation for her massage was created for September at 5:PMThe email confirmation was sent to her email address that she verified as correct This email was sent at 1:24pm She was present at the front desk when we created this reservation-She was reminded that the appointment notification was already in her inbox and that she would also receive a reminder two days prior to her appointmentShe acknowledged that she successfully received the emails from the spa.- [redacted] was a "no-show" for her appointment at 5:PM on September 9thWe did not receive a phone call requesting a cancellation or to reschedule this appointmentOur policy requires that we have hours notice for cancellationsIf we do not receive notification there will be a rebooking feeThis is disclosed on our website and through our promotional materialsThis is also disclosed through the special [redacted] purchased online.- [redacted] contacted the spa on September 10th regarding her appointmentThe receptionist told her there would be $rebooking fee since she missed her appointment [redacted] insisted that she did not receive any notifications of her appointment and requested to speak with a manager-Approximately hours later I called the phone number on file for [redacted] I spoke at length with her boyfriendI explained the policy to her boyfriend many times, just as the receptionist explained to [redacted] He insisted that she either get her massage or get her money backI explained that we do not refund for missed appointments but we do charge a $rebooking fee since our staff was ready and waiting to provide services for herI explained this policy approximately five or six times to the gentlemanI informed him that I would be willing to have [redacted] back, but she would still have to pay the rebooking feeHe said that he would have her call the spa.Later that evening after close, I answered the phone and it was [redacted] She was upset that "it had been all day and I have not returned her call." I explained to her that I spoke with her boyfriend, and he said that [redacted] would be calling us for an appointmentAgain, I explained the policy about seven or eight times to herWe do not refund for no-show appointments.- [redacted] acknowledged that she has successfully received emails from the spa, both for promotions and for appointmentsHowever, she claims that she did not receive an email for her massageFurthermore, I contacted our reservations software company online and verified that all emails were successfully sent to [redacted] I shared this fact with her as wellUndeliverable appointment confirmations are bounced back due to a bad email addressThis did not happen since her email address is correctAll confirmations were delivered successfully for her appointments.-We are responsible for creating the reservation for the services that are being requestedEmail confirmation and/or phone confirmation are provided as a courtesy onlyAll patrons must arrive timely to receive their scheduled services-After explaining the policy several times over three different phone calls, I had to end our conversation that eveningI instructed her on many occasions to reach out to [redacted] .-Groupon is aware of this situationI do not have her credit card information, only [redacted] has this information since that is where she purchased the special.-We do not make exceptions to our policy and there will be no refund from the spaNo credit is available for future services-It would be best for her to reach out to [redacted]

My response to this matter is timely and factualI will attempt to outline a few more items for the patrons edificationIt should be noted that I contacted [redacted] today to check on the status of her refundSince I am not able to refund her (I don't have her credit card information since it was not purchased through us), I instructed [redacted] to contact [redacted] directlyI spoke with a representative today that confirmed [redacted] was issued a refund on September 23rd, under the "Groupon Promise" programAccording to the representative, [redacted] does not issue partial refundsTherefore, she would have received a FULL refund for all services, including that facial she received here In essence, the facial was provided for no monies since he has been issued a refundShe has been renumerated and I am confused as to what additional funds she is seeking at this pointBelow is the requested information: [redacted] 's email address was confirmed as correctEmail promotional material was successfully received and [redacted] does acknowledge this factWe used the same address for her appt: [redacted] ALL email correspondence was sent to this addressUnderstanding that we are all busy, we make sure that each client gets an email the day the reservation is booked and also a reminder two days prior to the appointmentWe sometimes make additional phone calls one day priorCertainly, [redacted] was welcome to record her appointment time in her phone or appointment book when we booked the reservation for her at the spa, at the reception deskShe has requested "proof" that the email was sentBelow, I have captured information generated by our booking software so that she can see the details:Below is the audit trail for her servicesThe first item is an actual screen shot showing her appt on with us on July 29th (This is for the facial only, as we rescheduled her massage due to a recent surgery that contraindicated her for this service):Please note the little blue "thumbs up" icon along the top of the appointmentThis icon appears on our reservation system once the client has received the notification AND the client has responded to this notification by clicking on a confirmation button This action CONFIRMS that she has successfully received communication from our booking systemBelow is an actual audit trail showing that [redacted] confirmed her appointmentIt also shows the email address used in the reservation.Created: Jul 17, 1:pm Order #: [redacted] Type: Standalone Order Total: $ - [redacted] Booking #: Sent: [redacted] Origin: Internal Reservation Below is the audit trail generated when we rebooked her appointment for massage:Created: Jul 29, 1:pm Order #: [redacted] Type: Standalone Order Total: $ - [redacted] Booking #: Sent: [redacted] Origin: Internal Reservation Furthermore, I contacted our booking partner in effort to show this to [redacted] Their recommendation was to provide the above information from her appointments In addition, I have also captured information from the reminder emailThis is yet a second courtesy we provide to each patron: a friendly reminder of their upcoming appointmentSee below, as it details her appointment exactly hours before it's scheduled time Although the information below is identical to the original audit trail, I have captured it once again This reminder appointment was sent on September 7th at approximately 5:30pm.:Created: Jul 29, 1:pm Order #: [redacted] Type: Standalone Order Total: $ - [redacted] Booking #: Sent: [redacted] Origin: Internal Reservation There was no failure in this system for her email address on fileOnce again, it was the same email address used for promotions that [redacted] has receivedIF and ONLY IF there was a failure in the email delivery, it would be due to a bad email addressWe know this was not the case, as demonstrated aboveBelow is an example (customer name redacted) of a notification I would have received if the email was not successfully received due to a bad email address:From: [email protected]: July 19, 2013, 10:12:PM GMT+03:00To: [email protected]: Delivery Status Notification (Failure)This is an automatically generated Delivery Status Notification.Delivery to the following recipients failed.This system, much like any reservation system used in a doctor's office or airline, provides an audit trail of all eventsContrary to [redacted] 's opinion, this is not a poor reservation systemAbove is the audit trail of the emails successfully sentAbove is the email address she provided to usAbove is all the information she has requestedThis system is robust and used by many, many organizationsIt is industry standard to use such reservation systems because they can and do show events in real time, as well as capturing data of prior appointment history.We are required to pay all employees while they are on work premisesContrary to [redacted] 's statement, I have to abide by NYS law and pay my employees for time they are hereThis includes missed appointmentsIf a client misses an appointment, we do our best to try reschedule the client with a minimal rebooking fee of $Industry standard is to charge the full value of the service (in this case it would be a difference of $60), therefore, our willingness to perform the service for her missed appointment for $was generous.I have not lied about the aforementioned circumstances and have provided more than fair documentation of the events, chronologicallyLast but not least, I instructed [redacted] to contact [redacted] Customer Service for a refund for the value of the massageShe has been refundedI believe the purchase was made by her boyfriend, therefore, [redacted] will have to ask her significant other to check his credit card statement for the last week of September to see the refundIf there are any remaining issues with the refund, she or her boyfriend will have to call [redacted] at [redacted] Her demands are more than satisfiedAbove is the audit trail and details of the refund already provided.Thank you,Theratopia

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 It is very unprofessional to lie about a customerI told the manager that I recieved promotional advertisement from their business but not a reminder nor a phone call for my appointmentMe being a busy person with school and work , the email or phone call would have been a great reminderIlthe manager told me that the reason I did not receive a call was because it was a"holiday week " and it was not required to call the customer, that it was only "complimentary." Seeing that her staff was prepared for me the day that I did not recieve my massage, they basically got paid for services I did not receiveSeeing that I did not get a reminder and her staff was "prepared" and I did a "no call no show" that does not make up for the fact that I paid for services I DID NOT RECEIVEI would like a record of this company that supposedly confirmed that I did receive this emailIf this cannot be provided I would like a full refund for the service that I did not get because the company has poor notification system, but I receieved the promotions just fine from the email I provided themIf these demands are not met I will make sure to share my negative experience as a PAYING CUSTOMER to every website that mentions TheratopiaThank you Regards, [redacted]

The sequence of events for services provided for [redacted] are as follows:-On July 17, 2015 a reservation was created for a massage and facial for [redacted] beginning at 1 PM on July 29, 2015. Her email and phone number was entered into our system and verified as correct. The reservation was created...

and the email confirmation was successfully sent to her email address at 1:14 PM on  July 17th. A reminder email was also sent successfully on September 7, two days prior to her appointment.- [redacted] arrived for her appointment on July 29. [redacted] completed required paperwork for her facial which, included her email address (same email address currently on file). On this day, she was unable to receive a massage due to a recent surgery but did receive her facial.- [redacted] rescheduled her massage at the front desk at 1:24 PM. The reservation for her massage was created for September 9 at 5:30 PM. The email confirmation was sent to her email address that she verified as correct.  This email was sent at 1:24pm.  She was present at the front desk when we created this reservation. -She was reminded that the appointment notification was already in her inbox and that she would also receive a reminder two days prior to her appointment. She acknowledged that she successfully received the emails from the spa.-[redacted] was a "no-show" for her appointment at 5:30 PM on September 9th. We did not receive a phone call requesting a cancellation or to  reschedule this appointment. Our policy requires that we have 24 hours notice for cancellations. If we do not receive notification there will be a rebooking fee. This is disclosed on our website and through our promotional materials. This is also disclosed through the special [redacted] purchased online.-[redacted] contacted the spa on September 10th regarding her appointment. The receptionist told her there would be $30 rebooking fee since she missed her appointment. [redacted] insisted that she did not receive any notifications of her appointment and requested to speak with a manager. -Approximately 1.5 hours later I called the phone number on file for [redacted]. I spoke at length with her boyfriend. I explained the policy to her boyfriend many times, just as the receptionist explained to [redacted]. He insisted that she either get her massage or get her money back. I explained that we do not refund for missed appointments but we do charge a $30 rebooking fee since our staff was ready and waiting to provide services for her. I explained this policy approximately five or six times to the gentleman. I informed him that I would be willing to have [redacted] back, but she would still have to pay the rebooking fee. He said that he would have her call the spa.Later that evening after close, I answered the phone and it was [redacted]. She was upset that "it had been all day and I have not returned her call." I explained to her that I spoke with her boyfriend, and he said that [redacted] would be calling us for an appointment. Again, I explained the policy about seven or eight times to her. We do not refund for no-show appointments.-[redacted] acknowledged that she has successfully received emails from the spa, both for promotions and for appointments. However, she claims that she did not receive an email for her massage. Furthermore, I contacted our reservations software company online and verified that all emails were successfully sent to [redacted]. I shared this fact with her as well. Undeliverable appointment confirmations are bounced back due to a bad email address. This did not happen since her email address is correct. All confirmations were delivered successfully for her appointments.-We are responsible for creating the reservation for the services that are being requested. Email confirmation and/or phone confirmation are provided as a courtesy only. All patrons must arrive timely to receive their scheduled services. -After explaining the policy several times over three different phone calls, I had to end our conversation that evening. I instructed her on many occasions to reach out to [redacted].-Groupon is aware of this situation. I do not have her credit card information, only [redacted] has this information since that is where she purchased the special.-We do not make exceptions to our policy and there will be no refund from the spa. No credit is available for future services. -It would be best for her to reach out to [redacted]

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.
It is very unprofessional to lie about a customer. I told the manager that I recieved promotional advertisement from their business but not a reminder nor a phone call for my appointment. Me being a busy person with school and work , the email or phone call would have been a great reminder. Ilthe manager told me that the reason I did not receive a call was because it was  a"holiday week " and it was not required to call the customer, that it was only "complimentary." Seeing that her staff was prepared for me the day that I did not recieve my massage, they basically got paid for  services I did not receive. Seeing that I did not get a reminder and her staff was "prepared" and I did a "no call no show" that does not make up for the fact that I paid for services I DID NOT RECEIVE. I would like a record of this company that supposedly confirmed  that I did receive this email. If this cannot be provided I would like a full refund for the service that I did not get because the company has poor notification system, but I receieved the promotions just fine from the email I provided them. If these demands are not met I will make sure to share my negative experience as a PAYING CUSTOMER to every website that mentions Theratopia. Thank you  
Regards,
[redacted]

My response to this matter is timely and factual. I will attempt to outline a few more items for the patrons edification. It should be noted that I contacted [redacted] today to check on the status of her refund. Since I am not able to refund her (I don't have her credit card information since it was not purchased through us), I instructed [redacted] to contact [redacted] directly. I spoke with a representative today that confirmed [redacted] was issued a refund on September 23rd, 2015 under the "Groupon Promise" program. According to the representative, [redacted] does not issue partial refunds. Therefore, she would have received a FULL refund for all services, including that facial she received here.  In essence, the facial was provided for no monies since he has been issued a refund. She has been renumerated and I am confused as to what additional funds she is seeking at this point. Below is the requested information:[redacted]'s email address was confirmed as correct. Email
promotional material was successfully received and [redacted] does
acknowledge this fact. We used the same address for her appt:
[redacted]. ALL email correspondence was sent to this
address. Understanding that we are all busy, we make sure that each
client gets an email the day the reservation is booked and also a
reminder two days prior to the appointment. We sometimes make additional
phone calls one day prior. Certainly, [redacted] was welcome to record
her appointment time in her phone or appointment book when we booked the reservation for her at the spa,
at the reception desk. She has requested "proof" that the email was
sent. Below, I have captured information generated by our booking
software so that she can see the details:Below is the audit trail for her services. The first item is an actual screen shot showing her appt on with us on July 29th 2015. (This is for the facial only, as we rescheduled her massage due to a recent surgery that contraindicated her for this service):Please note the little blue "thumbs up" icon along the top of the appointment. This icon appears on our reservation system once the client has received the notification AND the client has responded to this notification by clicking on a confirmation button.  This action CONFIRMS that she has successfully received communication from our booking system. Below is an actual audit trail showing that [redacted] confirmed her appointment. It also shows the email address used in the reservation.Created:
Jul 17, 2015 1:14 pm










Order #:

[redacted]




Type:
Standalone


Order Total:
$ - [redacted]




Booking #:
100126346894


Sent: [redacted]







Origin:
Internal Reservation Below is the audit trail generated when we rebooked her appointment for massage:Created:
Jul 29, 2015 1:24 pm










Order #:

[redacted]




Type:
Standalone


Order Total:
$ - [redacted] 




Booking #:
100128025876


Sent: [redacted]






Origin:
Internal Reservation  Furthermore, I contacted our booking partner in effort to show this to [redacted]. Their recommendation was to provide the above information from her appointments.  In addition, I have also captured information from the reminder email. This is yet a second courtesy we provide to each patron: a friendly reminder of their upcoming appointment. See below, as it details her appointment exactly 48 hours before it's scheduled time Although
the information below is identical to the original audit trail, I have captured it once again.
This reminder appointment was sent on September 7th at approximately
5:30pm.:Created:
Jul 29, 2015 1:24 pm










Order #:

[redacted]




Type:
Standalone


Order Total:
$ - [redacted] 




Booking #:
100128025876


Sent: [redacted]






Origin:
Internal Reservation There was no failure in this system for her email address on file. Once again, it was the same email address used for promotions that [redacted] has received. IF and ONLY IF there was a failure in the email delivery, it would be due to a bad email address. We know this was not the case, as demonstrated above. Below is an example (customer name redacted) of a notification I would have received if the email was not successfully received due to a bad email address:From: [email protected]: July 19, 2013, 10:12:58 PM GMT+03:00To: [email protected]: Delivery Status Notification (Failure)This is an automatically generated Delivery Status Notification.Delivery to the following recipients failed.This system, much like any reservation system used in a doctor's office or airline, provides an audit trail of all events. Contrary to [redacted]'s opinion, this is not a poor reservation system. Above is the audit trail of the emails successfully sent. Above is the email address she provided to us. Above is all the information she has requested. This system is robust and used by many, many organizations. It is industry standard to use such reservation systems because they can and do show events in real time, as well as capturing data of prior appointment history.We are required to pay all employees while they are on work premises. Contrary to [redacted]'s statement, I have to abide by NYS law and pay my employees for time they are here. This includes missed appointments. If a client misses an appointment, we do our best to try reschedule the client with a minimal rebooking fee of $30. Industry standard is to charge the full value of the service (in this case it would be a difference of $60), therefore, our willingness to perform the service for her missed appointment for $30 was generous.I have not lied about the aforementioned circumstances and have provided more than fair documentation of the events, chronologically. Last but not least, I instructed [redacted] to contact [redacted] Customer Service for a refund for the value of the massage. She has been refunded. I believe the purchase was made by her boyfriend, therefore, [redacted] will have to ask her significant other to check his credit card statement for the last week of September to see the refund. If there are any remaining issues with the refund, she or her boyfriend will have to call [redacted] at [redacted]Her  demands are more than satisfied. Above is the audit trail and details of the refund already provided.Thank you,Theratopia