ComplaintsforKalu Salon and Day Spa
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Complaint Details
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Initial Complaint
12/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I purchased a massage package from this business during their Black Friday sale in November 2021. Subsequently thereafter, the business no longer has a massage therapist employed. I spoke with the owner in the summer of 2022 via email and was told she would not refund my money, but would honor the purchase when a therapist was hired. It has been over a year that I have paid for the service that I have yet to receive, and I would like my money back.Business response
02/03/2023
We will process a refund to the customer of $110 for the 2 certificates she purchased for a One Hour Massage/Facial during our Black Friday sale. We have not been able to find a suitable therapist that meets our standards as a business. The service has been temporarily discontinued from our offerings. As per our written policy: we do not refund certificates and reserve the right to discontinue a service at any time due to our business needs. The customer did speak to us and agreed to use the certificate at a later date with an extension to the expiration date of the promotional value. We also offered to add 25% to that value for use towards any other services or products we offer. She purchased in November of 2021 and we employed a Massage Therapist until June 1, 2022. She did not attempt to request a refund after our initial conversation.Customer response
02/03/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I agree the business offered to let me use my credit towards other services, which I declined and said I was not interested in. She did offer to extend the expiration until they hired a new therapist but after I waited several months I did ask for a refund and was told no. She did not offer to extend the value, but that isn’t relevant since I did not want any other service there. Regards, ***** *******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.