Complaints

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last summer I purchased a gift card for my mother-in-law to take a private pottery class. This gift card is only redeemable for a class meaning that she cannot use this to shop in their store. Between my mother-in-law my father-in-law and myself we have made 10 to ************************************** order to schedule the class. We have a called emailed texted my mother-in-law even drove to the store to the little studio in order to talk with somebody live. Any time we spoke to a person, they assured ** they would get back to **. They refuse to reply. I filed a dispute with my credit card company they refuse to talk to my credit card company. Because they refuse to reply the company the credit card company cannot validate my claim and will not refund me the money. I believe the merchant has no intention of scheduling the class or making good on the goods purchased. Overall this has been a horrible experience.

  Business response

  05/24/2023

  We would like to acknowledge that this gift card was purchased on 7/25/22 and was/is still valid for redeeming until 7/25/23.We have never communicated to ******* or ****** that her gift card would not be redeemed and we have always maintained correspondence that she will be able to redeem said gift card.Due to high demand, (as mentioned to ****** and *******) no earlier than February of 2023, we paused new bookings for one person private pottery classes having allowed many months for booking.****** could still have redeemed her gift card towards, a two person or more class.We have had other customers who organically navigated this change and we were still working to ensure all customers who received gift cards for one person private pottery classes knew their options.Once receiving ***************************** most recent voicemail, we began work to offer redemption options and help through the process.  *******, speaking for both ****** and herself, refused to allow us to assist in redemption and preferred to pursue a refund for said gift card.******* proceeded to leave several reviews, which now have been rectified.We have sent Terms and Conditions to *******, when submitted we will initiate a full refund.  It stated all reviews shall be removed or adjusted to 5 stars with no comments, which she has agreed to and performed.These can not be changed and no future reviews or comments shall be added by ******* or adjacent parties.We have included Screenshots of our text correspondence that ended with undeliverable messages, assuming ******* blocked the studio's number.We also have a screenshot of the acknowledgment that one person private pottery classes have been paused but you can still redeem your gift card.As this was never an expired gift card the studio still had the opportunity to help redeem this experience and it has been the choice of ***************************** and *************************** to no longer pursue that course of action and want it recorded as such. 

*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. ↩