Complaints

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Waters Edge Day Spa in ******** sold my husband a gift card in fall of 2021 for a couples massage. At which point they knew that they did not have the staffing to accommodate that- I know because I immediately tried to book it. For 2 years Ive attempted to get on their books- Ive done the whole waiting for them to open up the schedule and Ive never been able to get in for a couples massage let alone anything else that they offer. Today, August 25th 2023, I spoke with the owner, ******* and was told that I just need to keep trying when their books open. After 2 years of trying, my guess is that its not going to work out. Not to even mention the fact that getting a massage shouldnt be this difficult. She eventually hung up on me when I didnt accept youve had more than a year to use this gift card as an answer.

  Business response

  09/07/2023

  The gift card in question was purchased on 9/9/21. At that time I had a full staff who would have been able to assist you booking a couples massage or any services you were interested in. On 12/24/21 I discontinued gift card sales for my company. On 4/13/22 (seven months after the gift card was purchased) I made the difficult decision to downsize my company so I could be more present with my family.
  
  Since then, I have changed many things about my operations, including how I operate my schedule. I release six months of my schedule at a time on May 15th and December 15th at 9:00 am. This is so I can plan for my childrens school, extracurricular, holiday, and personal family time while maximizing the hours I am physically able to perform massages in a day/ week.
  
  I am sorry you have not been able to get the services you want, however I operate my business in a way that allows me to see as many people as possible while maintaining the level of excellence I demand of myself while making time for my family. Because of this, my services are highly in demand and when the schedule opens, appointments go very quickly. The clients who make getting an appointment a priority get the appointment times.
  
  Gift cards are not refundable (I dont know of any company that will refund one) but they also do not expire. It is always my hope that clients are able to use their gift cards instead of having them go to waste. I hope you continue to try scheduling an appointment and I would be willing to work with you in the future.

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