ComplaintsforDream Day Spa
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Complaint Details
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Initial Complaint
02/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased gift cards for facials with them. We have had a very hard time booking appointments with them, but we finally did. They have strict policy where if you cancel within 48 hours, you lose your entire payment. They cancelled on us 1 hour before our appointment (by their reviews, they have a track record of doing this). They would not refund us our money even though they cancelled on us within 1 hour. The owner refused to talk to us and we were very kind to them.More info:Gift card purchased: December 2022 Appointment to redeem gift card (and their cancellation): 02/24/2023 Amount Paid: $80 Refund needed: $80 Their rigid cancellation policy: 48hrsBusiness response
03/10/2023
It clearly states in our policy that all gift cards are final. They called and booked their appointment with us. knowing our terms. She did not say she had a hard time getting ahold of us when she booked it. The morning of their appointment, our esthetician called in sick due to a positive covid test. Following the *** guidelines we cancelled all of her clients for the next few days (we tried to find coverage). I contacted the client 2 hours before her appointment that was at 10:00am. I text her at 8:00am as soon as I heard from my esthetician. I tried to giver them enough notice. We I understand they make arrangements for childcare, so we offered to give them their upgrades for free (they had chosen more expensive facials than the gift card was purchased for) and to get them in for the next soonest appointment. She was still upset, but as a business we can not give refunds due to a sick service provider. She then threatened a bad yelp review and to report us. They are expecting to have the same terms as a client as a business does. I informed her that her gift cards never expire and she can come in at any time to redeem them. We called her as soon as we could as we were busy trying to inform other clients of the situation. We have many great yelp reviews compared to bad. People are more easily provoked to go leave a bad yelp review than a good one. We have been there since **** and have had the same policy since then
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.