True Salon & Spa

Response:We initiated services with *** a while ago to better advertise our spa servicesBy about June, 2015, however, we realized that *** was continuously overselling our services at discounted prices, and we became extremely over booked with massage and spa servicesWe hired more
massage therapists, and we even built an extra massage room in the back to compensate for the extra services that were being sold, but we were still booked out months for massage appointmentsBy December, we had shut off the *** completely because of how booked up we were, and we began advising customers to reach out to *** for a refund if they didn't want to wait so long for their appointmentAs of March 1st, after several frustrating communication attempts with *** staff about the situation we were in, we informed them that we would no longer be accepting *** Vouchers for their promotional value*** informed us that they would be sending out emails to all the customers who purchased one of our vouchers, and we individually called all of our customers with upcoming appointments letting them know about the situation ahead of time*** is able to offer everyone a full refund for their voucher, usually within about hours from what we have been told, and this is the information we have passed on to our customersWe have also given customers the option to use the amount they paid for the voucher toward another service in the salon, which has been an acceptable substitution for many of our other customers
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On 5/29/I purchased "One microdermabrasion, 60-minute massage, hand and sugar feet scrub, and aromatherapy neck wrap" via a *** promotionIn September of I called the service establishment (True Salon and Spa)to book my appointment; to my disappointment, I was told that the establishment had oversold their services, and the earliest appointment I could get wasn't until the following yearI was advised I could get on a "waitlist" to attempt to get an earlier appointment, which I agreed to get onIn October of 2015, I still had not got a call to book an earlier appointment, so I called the establishment back and was told at this point, the eariest appintment I could get was in April of I felt it was unacceptable (and expressed that to the clerk) to wait another months to obtain the service that I had already paid for, however, I took the appointment (for 4/2/16), as I already paid for my serviceOn 3/17/I called the establishment to confirm that my appointment

Review: On 5/29/15 I purchased "One microdermabrasion, 60-minute massage, hand and sugar feet scrub, and aromatherapy neck wrap" via a [redacted] promotion. In September of 2015 I called the service establishment (True Salon and Spa)to book my appointment; to my disappointment, I was told that the establishment had oversold their services, and the earliest appointment I could get wasn't until the following year. I was advised I could get on a "waitlist" to attempt to get an earlier appointment, which I agreed to get on. In October of 2015, I still had not got a call to book an earlier appointment, so I called the establishment back and was told at this point, the eariest appintment I could get was in April of 2016. I felt it was unacceptable (and expressed that to the clerk) to wait another 6 months to obtain the service that I had already paid for, however, I took the appointment (for 4/2/16), as I already paid for my service. On 3/17/16 I called the establishment to confirm that my appointment was at 3pm on 4/2/16 and was told that my appointment would not be honored, that the service had been oversold and that someone should have contacted me. I told the clerk that no one had contacted me and the very unpleasant response was "I see a star next to your name, so I can tell you have been contacted". I asked to speak to a [redacted], at that time "[redacted]" got on the line and advised that my only option would be to call [redacted] and ask for a refund. I told [redacted] that I purchased my service last year and at this point wanted my service, at the date that it was scheduled, and I had not agreed to otherwise. [redacted] said that would not be an option. [redacted] advised that the service had been oversold and last month (February 2016, which is 10 months after I purchased my service) made a decision to give customers their money back. I asked for the head [redacted] or Owners contact information and [redacted] refused to provide it. I gave [redacted] my information and was told I would get a call back within "a couple hours".Desired Settlement: I would like the full service I paid for to be honored at the date/time it was scheduled for (4/2/16 at 3pm). It is not acceptable to have customers wait 7 months to be seen after the service is paid for (from the time I initially tried to book, October 2015, to the time I was schedled for, April 2016). It is also not acceptable to make a decision 10 months after a sale to not honor the service that was paid for. I would like to be spoken to/treated in a dignified manner during my appointment.

Business

Response:

Response:We initiated services with [redacted] a while ago to better advertise our spa services. By about June, 2015, however, we realized that [redacted] was continuously overselling our services at discounted prices, and we became extremely over booked with massage and spa services. We hired more massage therapists, and we even built an extra massage room in the back to compensate for the extra services that were being sold, but we were still booked out 6 months for massage appointments. By December, we had shut off the [redacted] completely because of how booked up we were, and we began advising customers to reach out to [redacted] for a refund if they didn't want to wait so long for their appointment. As of March 1st, after several frustrating communication attempts with [redacted] staff about the situation we were in, we informed them that we would no longer be accepting [redacted] Vouchers for their promotional value. [redacted] informed us that they would be sending out emails to all the customers who purchased one of our vouchers, and we individually called all of our customers with upcoming appointments letting them know about the situation ahead of time. [redacted] is able to offer everyone a full refund for their voucher, usually within about 24 hours from what we have been told, and this is the information we have passed on to our customers. We have also given customers the option to use the amount they paid for the voucher toward another service in the salon, which has been an acceptable substitution for many of our other customers.