Business ProfileforUSVA Spa Nordik

My partner and I were given a gift certificate for the spa and made an appointment to go. As we entered, my partner presented the gift certificate but the employee on duty told her that we should handle payment on the way out. We went in to the spa and enjoyed our time there. When we went to leave, we presented the gift certificate and were told that there was no balance left on it! We hadn't used it! Nevertheless, they treated us like criminals, demanded we pay $160, provided no indication who had used our gift certificate and merely told us that it was our responsibility and not theirs. We spent ~ 30 minutes there trying to understand what had happened, contacting my partner's mother, and arguing with the staff about this situation. Needless to say any relaxation we'd got from the spa was erased and it ruined our evening, leaving us stressed out and upset. We paid the $160 they demanded, they refused to take our information. As it later turned out, another person who'd also receive a gift certificate from my partner's mother had entered without her gift certificate and the USVA spa looked it up and chose the wrong gift certificate (ours was for a larger amount). So when we figured this out my partner's mother contacted the spa and explained the situation. They then contacted us, made no apologies and told us they would refund us NOT FOR THE AMOUNT OF OUR GIFT CERTIFICATE but for the AMOUNT GIVEN TO THE OTHER PERSON WHO THEY'D GIVEN OUR GIFT CERTIFICATE TO! And this was ENTIRELY THEIR MISTAKE! My partner argued with them until they relented and agreed to refund us for the larger amount, but still they demanded more money for us because apparently the cost of the spa had gone up by around 10 dollars since the gift certificate was given. Had we not had this experience around the gift certificate, I would have recommended the spa to friends and family, gone back myself, and bought gift certificates myself. But seeing how they handled this, I would never recommend it.

Dear ******, Thank you for taking the time to share your most recent experience at Usva. We are very sorry to read that our customer service did not meet your expectations. After reviewing the information found in our system and those provided, we were able to find where the confusion came from and a refund equivalent to the value of your gift card was granted. Our older gift cards explicitly state that these do not expire and remain valid for their monetary value one year after the date of purchase. The prices of our services are subject to change, and some prices may unfortunately change between the time a gift card is purchased and the time it is used. Please note that we make it a point to personally contact guests when a unique situation arises. Contact information is kept on file for each guest as such. We understand it can be frustrating when you have certain expectations, especially when you have a gift card to pay for your visit that we had difficulty locating. We do apologize on the entire team’s behalf and take to heart all of our customer’s experiences, in hopes to continue to offer improved service to all. The Usva Team