Complaints

• Initial Complaint

  07/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I live in ********** and this company's location is in Indiana. I had two gift cards in my possession for a few years. I used one for a couple massage and never the other. Both should have a balance on them. When I tried to use them again I found that one had a $0 balance. After thorough investigation we found that this card was used at the Evansville location 2,000 miles away while the card was still in my possession and still is today. Evansville said the card was used by a repeat customer who purchased it online. They told it was used by a third party source. After speaking to that third party they claim to have never seen my card. Evansville manager told me at the very least I would get a credit back for $250. After months of no contact and unanswered emails they finally said I am out of luck. They will not help me and are coming up with all kinds of excuses. All I want is my money that was stolen from me. I'm not sure if they have some huge fraudulent operation going on or what, but it is highly suspicious and just out right wrong.

  Business response

  08/22/2022

  Business Response The original conversation with Mr. ***** via telephone was him stating he had a giftcard valued at $500 and that $250 was used at the Evansville Massage Envy Location but that the gift card had never left his safe since it was purchased for him in 2018. During the initial conversation I told him to allow me to investigate and at the least I could try and refund him the funds spent at my location. After my investigation which involved talking with Mr. *****, the manager of the location the GC was purchased at and the user of the GC at my location it came to light that he had used the GC previously, it was placed for sale on a 3rd party gift card resale site where my guest provided me proof of purchase. There was never any ignored communication. I have tried multiple times to explain to him the gift card was rightfully purchased and used at my location and sent him the proof of purchase. We have told him we would work with his local authorities if he believes someone stole and sold his gift card with out his knowledge.

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