Customer ReviewsforDivine Designs Salon & Spa

Divine Designs Salon & Spa took advantage of unsuspecting customers with hidden fees. A family member and I were first-time customers today at Divine Designs Salon & Spa. We were asked standard questions upon arrival, with one of those questions being, "Is there a particular esthetician or masseuse you'd like to see today?", to which we replied by saying we were first-time customers and had no preference. Our services were adequate, nothing phenomenal, and definitely not worth the price we saw at the end of our experience. The staff neglected, or more accurately hid from us, the fact that there were upcharges depending on who provided the services. They placed us with level 4-5 estheticians/masseuses without us being aware. After having a look at how expensive the visit was, we called the facility and asked why our services were inaccurately priced. The woman on the line told us there were multiple upcharges because we were seen by higher level estheticians/masseuses. We told her we were never informed by any staff of a level system or any additional charges that came with it after disclosing to them we were new customers. The woman on the line gave us a long pause, then explained how the level system worked, but this explanation really should have been told before we paid the sketchy bill. It ended up being over $400 for everything. All we had was two massages and two facials.If you still plan on visiting this place after reading this, please be mindful and ask about the levels before following through with your service(s) so you can avoid this situation and not get scammed like we did.

We take our guest ratings and reviews very seriously and apologize that your recent visit with us caused you to critically review or rate our local business.  Divine Designs has been in business since 1999 and is a five-star rated, Top 100 Salon & Spa nationwide providing services to approximately 800 guests on a weekly basis in our local geographic area. To indicate that you were somehow “scammed” at Divine is offensive at the very least because there are some pertinent facts that should be added to your review to put in context for prospective guests. Our records indicate that your reservation was booked telephonically on July 31, 2023 and scheduled for August 11, 2023.  A confirmation of your reservation was emailed to you twice, once upon creation of the initial reservation and again 48 hours prior to your check in. The email confirmation contained the details of your service professional(s) who were assigned on the basis of availability at the time and date of your reservation. In fact, since this was a group booking, several different levels of providers were used based on the schedule time request for your group booking as well as the availability of a provider to accommodate that scheduled date and time.  The service professionals assigned ranged from Level 2 to Level 7 depending on the service(s) selected as well as the availability of providers for those service(s). Contrary to your statement, no such inquiry of a selection of providers or provider levels requests were made upon check-in nor would it have been necessary unless you were changing your scheduled services.  Our records clearly indicate that no such change was requested nor any change of provider(s) made from the original booking which occurred approximately eleven days prior to your check in date. As an aside, generally speaking, the difference between provider pricing at each level is a minimal $5.00 for each higher-level provider so the pricing of your final service ticket (which I have sent to you via email for review) was not based on a higher level of provider but rather the premium services you and your group member selected when first scheduling your reservation.  In fact, the estimated costs of your selected services were also provided telephonically upon the booking and has always been readily available on our website for review. Your total cost for services was $420 for services four premium spa services which took two service professionals a total combined time of approximately four hours and included your generous gratuity which is always appreciated by our professional staff. While some guests may find pricing at our full-service five-star rated salon & spa higher than their budget would normally allow, we do offer lower-level service providers that can deliver the same spa services based on your requested services but subject to a date or time availability. Should you decide to return to us for services in the future we would recommend you specify a Level 1 service professional to provide services at your budget level.  Notwithstanding, we appreciate the opportunity to have served you and hope you find that perfect spa that offers the budgetary pricing you require for your future spa-services. Sincerely, Sam R***** Corporate Administrator, Guest Services

Awful customer service experience! Went there on a Friday, paid my bill w/a credit card, signed authorized receipt & was provided a receipt. I received bank notification showing an authorized payment. Sunday I get a rude phone call & text message that I need to make a payment for my services. I sent snapshot of my pending payment from my bank. I asked the rep to please explain what happened & why payment was needed. I was not given an explanation as to what may have happened. I asked if maybe a system issues or an error on how payment was submitted. Instead the rep became very rude & was accusing me of theft. Which I found insulting I & very unprofessional. I'm being blamed for an error they clearly made or maybe some type of system issues. All I wanted was a clear explanation because my records was still showing a pending charge. But instead I was being harassed on a Sunday @9pm. Totally unprofessional for a business. I'm so disappointed in this company. I was threatening with legal actions if I didn't provide another payment online or on the phone. It's quite insulting when your character is being challenged. I let them know I will make payment in person & in the office if indeed I owe a payment & if the pending charge doesn't clear my bank. This is not my first run in with this company I had to cancel an appointment due being sick & was not sure if it was Covid but they would not cancel the appointment with out charging me for a full service regardless if I show up. They charge me for 2 full services because I schedule an appointment for my sister too who also couldn't make it. I've asked to speak to a manager or owner both times & I never got a call back. I don't recommend this company due to poor customer service & I feel like they're scammers.

Divine Designs Salon & Spa is one of the largest privately owned salon & spas in Central Florida and serve an average of 700 Hillsborough County residents per week. We enjoy one of the highest service ratings in our industry, a 4.5 rating on Google with over 900 guest reviews and almost 20,000 local "fans" on our local social media site. It's import to actually add facts to put this complaint in proper context. The complainant scheduled a reservation at Divine and used a credit card to secure the reservation for which she received a pre-authorization notice-hold on her credit or debit card account. At the point of checkout, there was an outage of payment processing with a national processing company that lasted several hours. This guest, as well as most of our guests that evening for whom we were unable to process a checkout requested that we use our Express Checkout Authorization process and an e-receipt of charges be emailed once service tickets were properly processed and closed. The nationwide outage lasted three hours after which our guest service staff started checking out all the guests that were unable to successfully check out by using the information provided by our guests with respect to the form of payment to be used. The complainant's credit card DECLINED for her service charges totaling $128.34 as did three additionally stored form of payments in her customer account for which we had previously received the same authorization. Our guest service staff repeatedly attempted to contact this guest to obtain a valid form of payment and every phone call, text message or email sent was entirely ignored by the guest. The issue was transferred to our corporate office for follow up the next day. The first two attempts made by corporate guest services to obtain payment were also ignored by the complainant. After we informed the guest that her failure to pay for goods or services received at Divine would be reported AS A NON-PAYMENT OF SERVICES rendered or goods received which is considered a retail theft violation under Florida Statutes § 812.015, she finally communicated with our corporate guest services administrator. The guest was properly informed that her credit card(s) all declined when we attempted to process her service charge and she refused to provide an alternative form of payment to settle her account. The complainant insisted that the notice she received from her credit or debit card issuer which clearly showed "PENDING-AUTHORIZATION" was the same as paying for her services even though the charge was declined by the same issuer. Providing her with proof that the charges were declined was simply not enough for the complainant, she insisted that we were "scamming" her and refused to provide any alternative form of payment. Corporate has now filed A NON-PAYMENT OF SERVICES rendered or goods received with the Hillsborough County State's Attorney for prosecution under a retail theft violation using Florida Statutes § 812.015 and while this may take up to 90 (ninety) days to be properly prosecuted, this guest will be held responsible for retail theft and incur the court costs associated with that prosecution. Unlike franchised or corporate owned stores, our locally owned business cannot absorb the loss associated with providing services without compensation as it severely affects our ability to operate profitably. We rely solely on the integrity of our local customer base to ensure that any goods and/or services received at Divine are properly paid for and this guest has refused to pay for services which she received. In addition to taking the legal action required to hold her responsible for the amount due for her services and/or goods received or purchased, we have also made a decision to permanently ban her from receiving any further services at Divine.

Wow, this is the first time I'm hearing about a company outage. I've asked several times for an explanation as to what happened to my payment when clearly my card was changed if my bank is showing a pending charges & I even signed the receipt acknowledging the charges. The salon has cameras in there lobby showing just that. So how is this retail theft?? I find it sad & unprofessional that the company just can't own up to there errors but instead makes false accusations. As a customer I am owed an explanation when I asked to explain what happened. Had this been explained to me from the beginning I would have emphasized but instead I was accuse of retail theft, was told I couldn't afford my services & was banned from the salon. It is not my fault that the company had some type of system issues which was not explained tome. This clearly is a form of bullying & harassment which is also against Florida law & I definitely will be pursuing. Even the above comments from the salon is soo rude & still making false accusations. And correction to there comments they called me 1 time & left me a Voicemail the next day. Then they text me 2 days later on a Sunday. So clearly the system outage happened after I made my payment & left the salon. The salon doesn't let you leave without making your payments. I saved the text conversation & no where in the text messages did they say they had an outage. Instead they were rude & made false accusations. I felt bullied and harassed after that & was deeply saddened. I've been a customer for over 10years with this company. I explained I was out of the country & if the changes didn't go through I would come in personally & take care of it. But instead they made threats. I did contact my bank to confirm the changes; my bank explained that someone in the company charge my card & then reversed the changes. I asked my bank is there anyway I could have done that. My bank replied no it can only come from the merchant. So at this point I was already insulted my the company & was no longer interested in continuing business with this company. I did ask my bank to send a cashiers check to Devine Design Salon & Soa dated: 2/15/2022. Let's be clear my appointment was on 2/11/2022 the message they left on VM 2/12/2022; the awful text message they sent was 2/13/2022 on Sunday evening 9pm. If this is not harassment, bullying & false accusations please let me know what do you call this type of behavior from a company that supposed to be so great?? I am deeply saddened by all this...Not a way to do business, learn to take ownership & accountability for you business & treat your customers with absolute respect. I didn't have to go to this extreme.

Well ma'am apparently you missed the multiple emails, texts and calls made to communicate with you since you failed to respond to over a dozen of these attempts to inform you that your credit card had DECLINED. The outage that affected credit card processing was never the issue, the fact that your credit card declined when service was restored and you provided us with a card that did not have sufficient funds to pay for your services was the issue and it was a simple calculation to figure out that a "preauthorization hold" is not the same as a payment. While you kept repeating that it was, we showed you where the hold was reversed and the item was declined when attempted thus you owed money for the services you received. Your account has now been turned over to answer for a non-payment of services, we wish you the best in explaining to the courts as to your refusal to pay for services received until these charges were actually filed. The process is lengthy but will result in the appropriate outcome including a charge levelled for the costs associated with a prosecution under the statutes previously stated. As far as we're concerned, the matter is out of our hands because you chose to reject every opportunity we provided that would have been the easiest path to take by simply paying for the services you received.

Oh goodness, I think your response to my complaints, pretty much says it all. Unprofessional , childish & no accountability for the companies error. An apology would do if you would like to redeem your reputation as a respectful company. This has got to be the owner, because if this is an employee to the company, you are doing a horrible job representing Devine Design Salon & Spa as a company. My purpose of this review was to make other consumers aware of my experience as a customer. I think anyone reading this review can pretty much see the unprofessionalism & how I was bullied & harassed over a processing error the company made. For the record, this debt has been paid 2/15/2022. Thank you kindly for responding to my review/ complaint. I wish the company the best.

And my job is to ensure people pay for the services they receive or the products they purchase, failing that, my job is to ensure the people that don't pay for the services they receive or the products they take (and your "cashiers" check from the bank still hasn't arrived) for petty theft get their day in court and then the resulting charges are either found guilty or not guilty by those whose job is to hold people accountable for their actions legally. My job is done here and it is now up to the State's Attorney to do their job, thank you.

1006.147 Bullying and harassment prohibited