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Complaint Details
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Initial Complaint
12/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received two &***** gift cards as a gift. When I came in to use the cards I was told I could not purchase items with the cards. I had tried to buy some Epionce cream. I was told that they had to be used for two separate services such as a facial. When I inquired about any services under ****** they said they had an exfoliation service for ***** but I would have two book the service twice to use both cards. I believe this is an unethical practice. The ***** should be good toward any service or product. I will not be using this spa or recommending them. to Thera.
Business response
12/20/2022
Hello, Every December, for at least 10+ years, we've featured the same special on gift cards. (attached) Because there are stipulations to redeeming the free $25 promo cards, we do our best to make those terms very clear. It's redundant, but the terms are stated on the specials, on the back side of each $25 promo card (also attached)and we reiterate it verbally to clients when purchasing them. The $25 promo cards she presented were from last december & expired 1.1.23. She had not been in before, so although it's stated on the cards, we explained how they can be redeemed, offered her a complimentary consultation and recommended service options within the price range she specified. We also offered to extend the expiration date of her $25 promo cards to give her more time to decide what she would like to do. It's possible that whoever gifted her these $25 promo cards gave her a different impression of how they can be used. Regardless, we never want anyone to feel uncomfortable at ****. Ethical practices and integrity are our core values. Now that we have her contact information, we've reached out to her and left a voicemail. (it goes straight to voicemail) We're happy to send her the cream she wanted as a gift from us and to thank her for her feedback.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.