ComplaintsforShanti Massage Spa LLC

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is ***********************************, I received a $100.00 gift card at Shanti Spa, *****, *******. I had booked an appointment for January 8, ****, at 1:30pm . Unfortunately I received a text message from ****, that my appointment had to be canceled and rescheduled. At short notice. From ****. This was a totally inconvenient and expressed. She was extremely rude and unprofessional in her text messages and emails. Also only gave me 4 hour notice of cancellation. I would appreciated a 24 hour notice due where I live. Traveling distance to her location. She continued to text, emails which was very confusing. At point we spoke. Her choice of words were unprofessional and unacceptable. I I requested her to refund the gift certificate of $100.00. After the unpleasant words from her. I don't want to receive her services.

  Business response

  01/12/2024

  Good Afternoon, 

  I have attached my text conversation with ***************** clarifying that she was spoken to with the upmost respect and she decided to be rude.
  
  I have also attached our portion of our spa policy from our website that informs all clients that gift card purchases are final and we offer no refunds. Also, ***************** was gifted this gift card by someone she did not purchase it herself. 
  

  After the last text regarding the automated cancellation e-mail I decided to call Mrs. little sense she was confused about the e-mail. ***************** was very rude from the start of the conversation, also claimed she was recording our conversation without my knowledge and was threatening to report me to the BBB if she did not receive a refund , which it is is illegal in the **************** to do so. 
  

  We are a small business and treat all our clients with the upmost respect, our reviews speak for themselves.

  We are only two therapist which is explained clearly in our website, the other therapist was busy so no one else could see ***************** that day. I contacted the client as soon as I woke up. 
  

  ***************** was not disrespected at any point all of these allegations are false. 

  Customer response

  01/19/2024

   
  Complaint: 21115710
  
  I am rejecting this response because: Here is the original text between **** and me. Where she was the one who did the cancelation in less then 3 hour of my appointment and still didn't have someone else to replace for my appointment. I was nor rude to her or disrespectful against her. The gift certificate was a gift with no expiration date she was aware of it. But she still kept the money and make it seem like I was the one who cancel the appointment  within the period of 24 hours of her policy. I just want my refund back to the original owner and all party's be satisfied. I am very disappointed of the allegations made against where it was original  the owner fault.
  
  Sincerely,
  
  ***********************************

  Business response

  01/22/2024

  Good Afternoon, 

  As previously stated we do not provide any refunds for gift cards or gift certificates, it states it in our policy which is the first thing that shows when you enter our website. 
  
  We are not keeping the moneywe will be contacting the recipient who purchased the gift certificate once this dispute is resolved as we previously intended to do and let them know that they have a Credit for their purchase and they can use it whenever they like.
  

  After my conversation with ***************** I told her she is not welcomed in our establishment because we do not tolerate and refuse to provided services to anyone who treats or speaks to us in a  inappropriate manner. This is when she threatened to report us to the board if we did not issue a refund immediately and that she was recording our conversation. 

  ***************** was contacted as soon as I woke up and saw I had a fever which was 10:25am, her appointment was not until 1:30pm which is an ample amount of time prior to her appointment. 

  We were texting back and forth and then ***************** Stated that she was not going to respond to me anymore at 10:32am. 

  ***************** then sent a text message to me at 2:12 stating she received an improper cancellation email which in the screen shots provided I explained to her that it is an automated email.

   Since we werent understanding each other I called ***************** myself at 2:20pm as the other therapist was working and we have no other staff that could contact her. ***************** was very rude on the phone and therefore I told her that we would not be providing any services.  
  

  This is when ***************** stated she was recording our conversation and was going to report us to the board if we did not provide her a refund. 
  

  As mentioned above the recipient who purchased this gift certificate will be contacted and informed they can use the gift for themselves. 

  Regards,

  Mayra 

  Business response

  03/13/2024

  This response was provided verbally to BBB:

  Reviewing the complainant's request, per the terms of the gift card, there are no refunds.  We are happy to fulfill the gift card from the person who purchased it.

  Also, we are unable to transfer the gift card to another location near where the purchaser of the gift card lives.  We are a small business and do not have locations in Manatee County.

  Customer response

  03/18/2024

  This response was verbally provided to BBB:

  Thank you for the company's response. 

  We would like the gift card be used by my granddaughter, who is the purchaser's niece.  Her name is *************************. The purchaser of the card lives a significant distance away and will not be using it.

  Please confirm that this is acceptable, and give details about how the business would like ******* to schedule.
  

   

  Business response

  03/18/2024

  Good morning Mrs. **************** of March 15, 2024 ***** and I will no longer be working together under Shanti Massage Wellness Spa. It has come to my attention that ***** has no intention in honoring any clients she has scheduled. I will be honoring those who have scheduled with ***** you can contact me at ************ with your name and appointment type to reschedule with me. Everyone that is in my schedule will remain the same. You will receive email confirmations using my new booking system, and I will remain in the same location; ***********************************************************
  
  
  My apologies behalf of Shanti Massage Wellness Spa for any misunderstanding and trouble this may have caused. Feel free to message me with any questions you may have.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩