ComplaintsforSpa Week Media Group, Ltd.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My step kids purchased a spa week gift certificate for $50 for me to use at **********.They called Dyanna before they purchased it and were told that they do participate with Spa week.I went the next day and the owner refused to take it.She said that her account with Spa week ********************** is blocked. I paid for my services and went into the ladies room and called spa week media. They told me the business does participate. I explained what happened . I disputed the charge with Amex. I finally spoke to ****** at Spa week media and she basically hung up on me.Spa week media does not vet their participating spas. I went on their website and although it says that many spas participate when I called tge individual spas they told me they do NOT participate.Their website is DECEPTIVE!!I asked for the $50 that the kids saved to buy this to be credited and ********************* up.If you advertise that you participate with certain spas tge information should be accurate.Again, I am requesting a $50 refund.I have nowhere to use this.

  Business response

  02/14/2024

  -We can confirm that ****************** contacted us on Friday, 01/26/24, at 6:27pm via email and 6:51 pm via phone.
  -This issue pertains to ********** & Wax Center's refusal to honor ****************** Spa & Wellness Gift Card.
  -We initiated an investigation and spoke with ****** Spas manager.
  -The manager confirmed they are in our network and do accept our gift cards towards payment. 
  -The Spas decision to refuse service to ****************** is because ****************** has been banned from the spa due to a history of disruptive and threatening behavior.
  -Accordingly, this is not an issue we have any control over nor can we help resolve.
  -That said, the Spa & Wellness Gift Card is accepted at over ***** locations nationwide and is not facility specific. Our customer service team offered ****************** multiple alternative location options as well as the ability to use it in our -Ecommerce Store. She declined all offers.
  -Per the stated Terms & Conditions; Spa & Wellness Gift Cards and eGift Cards purchased on spaweek.com are non-refundable. In addition, the consumer is obligated to notify participating facility of their intent to utilize the Spa & Wellness card prior to booking, to ensure acceptance. Failure to do so could result in non-acceptance of the gift card.
  -We are puzzled as to why the customer chose to file a complaint against us. 
  -Finally, we have no influence over the interactions between a customer and a spa, before, during or after a visit and we applaud Dyanna Spas decision to protect the safety of their staff.
  -As a courtesy to ******************, we have removed her from our mailing list.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  ?This business advertised a 10 bonus card with each ***** increment of gift card. They were shown screen shots and my form of payment to purchase a ****** gift card, but continue to argue that I didnt purchase from spa-week site. Then ******* sent me an email that was sent from another coworker talking about me complaining. I cant believe the service. Its false, belittling,incorrect data, and they are unwilling to follow through on their advertising. ******* sent me this today. She just closed the matter without any further research or communication.We had sent our response the other evening and our firm in our policy. Your purchase was not processed through spaweek.com and explained that we do sell our product through third party retailers. ?Going further, we will be ceasing all email and phone communication with you. This matter is considered closed and our customer service team has been notified. ?You do as you deem fit with your pursuit into this matter.?Spa Week Media Group Help I dont know what to do.

  Customer response

  11/01/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Spa Week Media Group, Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son purchased a spa wellness gift card for me and it has a $25 Bonus Card listed on the upper right hand corner. I went online to register the bonus card and am unable to access it. I tried sending email messages. as the business provdes online, however. No response. I also tried calling and have not received a call back. I have no way of using the $25 credit.

  Business response

  04/14/2022

  To whom it may concern -

  **************** contacted us on Monday, April. 11th and spoke to our customer service representative regarding this issue. Based on our conversation, we were able to determine that no sale was made through Spa Week Media Group and the gift card was gifted to her by a third party. The sale was made through a ******* location and the FREE Bonus Card in question was a ******* exclusive offering, again, having nothing to do with our company. We tried to explain to **************** that we have no control over this offering and any complaint needed to be addressed directly with the store in question. 

   

  Despite having no direct connection to this sale, we attempted to assist **************** by walking her through the instructions (as shown in the screenshot attached). As this code is emailed directly to the consumer, she needs to check her email for the FREE Bonus offer. We also suggested that she check her spam/junk folder. Other than this, we have zero ability to dictate any change to any sale that we were not a party to.
  We hope this information will serve as a helpful guide to **************** and wish her happy spa-ing.

  Best,

  The Spa Week Media Team

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was given a Spa and Wellness gift card worth $40 on January 26, 2022. It claims this card is accepted at over ***** locations. I checked the website to find a business in my area. (Greater Hartford) Even though I used my zip code to try to narrow the search, the website brought up about 500 pages to scan through. I diligently completed over ********************************* ** for ***********, an hour away. I made the appointment and received a great $45 service. The service provider said that she couldn't take the card, she had never been affiliated with that vendor and has repeatedly requested that her business be removed from the website, As a good will gesture she deducted $5 from my cost. At this point I paid for a service I wouldn't have sought out without having the gift card. The gift card worth $40 is unused and worthless to me because there is no place I can use it.

  Business response

  03/02/2022

  We understand *** ********** frustration and would have been more than happy to assist her directly with this issue had she reached out directly to our customer service team. Since 2011, the Spa & Wellness Gift Card has consistently delivered millions of consumers to spas and wellness locations across the country. Unfortunately, many locations have been, and continue to be adversely affected by the pandemic. Sadly, some have gone out of business, and some have changed ownership and hired new employees that are unaware of how to accept and redeem third-party gift cards even those the previous ownership accepted. These are some of the challenges we, and the larger wellness industry, continue to navigate through as we update our directory and advise new owners and their employees on how to deal with third-party vendors.

  
  All this said we continue to be willing to assist ********************** with the issue she experienced and expressed in this complaint. For us to correctly investigate the matter, we will need more information from **********************, such as the name of the business that she had booked the appointment with. As well as understanding which locations were on the website that refused to accept?
  
  We take all concerns very seriously and are available to aid ********************** further in verifying locations for her in ******** or *********** ***********. We shall verify locations that are in-network as well as offer a secondary alternative to **********************. Not only do our gift cards never expire, but they can also be used in our eCommerce store, Saybine.com, to shop hundreds of hand-curated beauty and wellness products. If she would like to receive information regarding the uses of the card and local business partners, we are more than amenable to assist and ask that she reach out directly to our customer service team at **************************************************************************.

  Customer response

  03/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and although the matter has not yet been resolved, I will contact their customer service to see where this card is accepted in my area so that I can use it.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a gift card I received. At the time I received it nothing was open due to covid- total false information on this, all locations are small massage/nail/etc that either are no longer open or have told me they will not accept this card because they will not pay it out. 4 out of the 5 I tried 1/12/22, advised they do not accept these cards BECAUSE THEY WONT PAY OUT. I want the $25 that was the cost of this useless card. The person at the company that answered the phone sounded like I woke them up out of bed at 4:15 in the afternoon. Total fraud.

  Business response

  01/13/2022

  On January 12, 2022, ********************* reached out to report difficulty locating facilities that accept the Spa & Wellness Gift Card and a request for a refund. Our customer service team got her contact information and began researching potential locations in her area.
  
  Since 2011, the Spa & Wellness gift card has delivered (and continues to deliver) millions of consumers to spas and wellness locations across the country. In response to ****************** inflammatory complaint, first, as her complaint suggests, she did not purchase this card, as such, no refund could be forthcoming. More importantly, she has defamed the company by suggesting that we withhold payment from our partner locations. This is patently false, and we take great exception to this statement. Every location that submits a redemption is paid in full after the end of the calendar month that the submission was requested. Third, and most concerning, is his disparagement of our world-class customer service. Despite its added cost, we are proud to remain one of the few companies that utilize an actual live person to interact with every consumer request/ or concern.
  
  Our customer service team later emailed her 6 facilities in her hometown area that she could have utilized. We understand she was frustrated by this situation, thats why we made sure to find locations immediately.
  
  Unfortunately, many locations have been, and continue to be adversely affected by the pandemic. Sadly, some have gone out of business, and some have changed ownership and hired new employees that are fully unaware of how to accept and redeem a third-party gift card that the previous ownership accepted. These are some of the challenges we and the larger wellness industry continue to navigate through as we update our directory and advise new owners and their employees on how to deal with third-party vendors. 
  
  We offered clear, adequate, and fair solutions for her and we remain willing to help her find a suitable location, regardless of this complaint.
  In addition, our customer service team even informed her that the gift card could be used as payment for products.
  
  Unfortunately, despite our helpfulness in attempting to resolve this matter, Ms. ***************** argumentative and abusive, claiming we were deceptive and scamming the public and threatening to report us to the **************************** We handle every consumer issue on a case-by-case basis and flex depending upon the circumstances but will not permit anyone to act abusively towards our staff.
  
  Despite her attitude, we have assigned a customer service supervisor to work directly with ************** to locate a suitable location and set up an appointment for her.

   

  Best,

  The Spa Week Media Team

  Customer response

  01/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I was not abusive on the call.  I explained my situation and advised 3 of the 4 I called - the ones that answered said they do not accept this card- BECAUSE THEY DO NOT PAY OUT.

  I am a professional and work in customer service, I was not abusive.   If you heard me say "I dont think this will go anywhere" when I thought I hung up, they you are very sensitive.

   

  Would be happy to listen to the call recording with you.  Unreal you slander me like this.  The links you gave me 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  01/14/2022

  We stand by our previous response and remain willing to help ************** find a location in which to use her card.

   

  - The Spa Week Media Team

  Customer response

  01/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  **************************************** ******************************************* ************* ******* *** **** **** ** ********* ******* ******************************************** **************** **** *******

   

  Complaint # ******** this came back to me closed. Nothing was resolved for me. The Company said I was rude and combative on the phone, which i was not. I only explained everything I tried to use the card for would either not take the card , closed, never answered their phone or was 20 + miles from me. It is useless and I wan my $25 back. Can you please help me? *********************

  Sent from ********************* (*********************************)

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spa Week advertised :PROMO: 2021B********** Please Note: One bonus card per household. Bonus Offer valid on spends of $125+. To get the bonus card you must first CLAIM it. The claim window will close 5 days from the date of purchase. Please check your SPAM Folder for the email. Bonus promotional card expires 30 days from date of purchase. Bonus card NOT valid for use on ***********.On 11/26/21, I purchased a $125 gift card for both myself and my assistant. We each have different households and of course different addresses and email addresses, as necessary for the promotion. We both received the $125 gift cards and each received the $60 bonus cards as the promotion promised.I then decided that since the promotion was time sensitive, I would do some early Christmas shopping and proceeded to purchase 5 other promotions for others, which are in different households with different addresses, and different email addresses. They each received their $125 gift cards, but not their $60 bonus cards. I called Spa Week and was told that the promotion only applies to the purchaser not the household as stated.(FALSE ADVERISING). I explained that my assistant received hers but not the others, so it is inconsistent and not as advertised. I received a canned emailed back stating that they can not help **** emailed both the *** and Director of Business and received this email back:*****,Thanks for reaching out. I reviewed your order and see that it was properly fulfilled. I certainly dont want you to feel as if we did anything improper so I reached out to our tech team and instructed them remove you from future email promotions. We will miss you as a customer but wed rather you not be disappointed in us.Respectfully Al ****** It was not fulfilled properly! So just remove me from your email? What kind of customer service is that?I don't want other people to get taken, especially during the Christmas season when purchasers are obviously purchasing for different households!

  Business response

  01/27/2022

  *** ********* initial purchase took place on November 25, 2021, at 10:19pm and her follow up second purchase took place 4 minutes later at 10:22pm. This short timespan allowed ******************** to receive a second Free bonus card that she was not qualified to receive (per the terms of the offer). 
  At the time of this order, our system took up to 5 minutes to clear through our fraud protocol. Her quick order timeline allowed her to receive the second FREE bonus card, effectively gaming our system, we hope she enjoyed it.  Thanks to *** ********* complaint weve shortened this window to prevent future consumers from gaming the system.
  
  On November 26th she made an additional purchase (her actual third purchase) for 5 cards using the same email address she used the day before. Our system correctly flagged this as a second purchase clearly falling outside the stated terms of the offering. Accordingly, this order did not (and does not) qualify for any FREE Bonus cards. 

  
  We stand by our position that the order in question did not qualify for the inclusion of any FREE Bonus cards. Our decision is final. This correspondence will be our final on this matter.

  Customer response

  01/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am a senior citizen and am appalled at being accused of a crime when just trying to purchase Christmas gifts for my children and others, during a black friday sale!
  Spa Week's response to my Christmas gift purchases is certainly not a case of me "gaming the system" or making "fraudulent purchases"!
  As stated in my complaint, the email I received clearly stated that the gift cards were "one per household".  The day following the purchase of one for myself and my assistant(at different household!), I decided to purchase for others (with different email and physical addresses, different households!) for early Christmas gifts, since it seemed like a good value.

  Spa Week is contending that I used the same email address, but they are looking at the BILLING email address, since I was the one purchasing the gifts. The gifts were all going to different people with different email addresses. They all received their gift cards (at their different households) but not their bonus gift cards, as promised.

  When I called Spa Week they said it was not "one per household" as advertised, but one per purchaser. 
  This has been very confusing because I purchased gifts all Christmas season for others offering BOGO'S etc, and all welcomed my business!
  Limiting business does not seem like a great way to build a company,and might prove not to be!
  
  BUYER BEWARE!

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  01/31/2022

  As previously stated, we sincerely thank ******************** for bringing the glitch in our system to our attention. We continue to stand by the decision articulated in our previous response. 
  
  
  -Spa Week Media

   

  Customer response

  01/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  As I said before, BUYER BEWARE! Its seems that the way this company gets around honoring its advertising is by calling it a "glitch"!
  Thankfully, the word is out to my Spa, friends and family, to go with the competition.
  Unfortunately, once this company gets your money, it's too late!
  I lost a lot of money. Don't let it happen to you!

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business claims to offer a large network of spas country wide that accept their gift card and none of the ones we contacted within a ********************************************* refuse to discuss this vendor with us. I attempted to get a refund via email after being unable to use the gift card and they kept offering me options such as purchasing products on their website or offering to call other spas on our behalf.purchased on 11/2/21 $50 I am looking for a full refund SOLD TO:*********************************** ************ ******************** Order Number: ****** Order Date: 11/02/2021 ITEMDELIVERY METHODQTYTOTAL Email50.00 eGift Card Email Sent to: ******************* ******

  Business response

  12/03/2021

  On November 2, 2021, ********************* purchased a $50 Spa & Wellness Gift Card on ***************. On Tuesday, November 16, 2021, ********************** reached out via email and phone to report his difficulty locating facilities that accept the Spa & Wellness Gift Card.  

  
  Our customer service team responded by offering ********************** two (2) facilities in his immediate area that accepted The Spa & Wellness Gift Card. In addition, we informed ********************** that there are over 50 additional businesses within 25 miles of his hometown, that he could have utilized.

  
  Our customer service team did its best to find a satisfactory solution for *********************. We understand ********************** was frustrated by this situation, thats why we made sure to reiterate just how many options he had. We even offered to directly reach out to some locations on his behalf. We believe we offered clear,adequate, and fair solutions for him and we remain willing to help him find a suitable location, regardless of this complaint.

  
  In addition, our customer service team even informed him that the gift card could be used as payment for products. Again, despite our many attempts to resolve this matter he refused all available options. We handle every consumer issue on a case-by-case basis and flex depending upon the circumstances. Based, on the facts, the company acted in good faith with ********************** by recommending locations and other options to use the gift card.

  
  Unfortunately, regardless of the many options offered, ********************** remained steadfast in his request for a refund. At this juncture, we reminded him of our no refund/ no return policy.This policy is prominently displayed in the purchase path he used when purchasing the card. Also, before finalizing his purchase, he was required to accept our Terms and Conditions which state that Gift Card/ eGift Cards are non-refundable.

  
  All this said, we are willing to assign a customer service supervisor to this case to work directly with **********************. We will locate a suitable location and reach out directly on his behalf to set up an appointment for him. 

  Customer response

  12/06/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I refuse to subject my wife to going through the unpleasant experience of visiting a facility that is already unwilling or unhappy with the arrangements made with the spa organization. The sole reason I purchased this gift card was to provide a smooth, stress-free and relaxing moment for her - that is all out the window given how difficult it's been to even get a refund processed. I purchased the gift card because there were two places within a 10 minute drive and I refuse to drive 30+ minutes because those two places refuse to honor a deal offered by this company. Purchasing product on their website is not even a close 2nd option given the original intent of the gift 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *Highly misleading advertising from this vendor about bonus cards with gift card purchase*. Based on that advertising, I purchased $150 worth of their gift cards, and was supposed to get $90 bonus card. I received only $30 bonus card. When I called their customer service, the agent agreed to resolve this issue and send me the missing $60 bonus cards after talking with their management. I received an email back saying that their management will give only $20 additional gift cards (instead of $60)! I made several attempts to resolve this issue with them, brought to their attention the misleading advertising, but they did not agree to either option:- giving me the full bonus card amount that I was supposed to get, or letting me return the original purchase. I have no option left now but to file this complaint since I tried multiple times to work on a resolution with their *************************** team, who were very un-cooperative. I would also like to warn other customers about the highly misleading advertising from SpaWeek.Thank you for your help!

  Business response

  11/12/2021

  From November 3rd thru the 8th, 2021, the company website (www.spaweek.com ) ran a promotional offer titled ***********.The offer was for one (1) FREE $30.00 BONUS CARD per household with the purchase of a $50.00 Spa & Wellness Gift Card.
  Displayed on the offer were its associated Terms and Conditions of Use. In this case, the Terms cleared stated the FREE BONUS CARD was limited to One Per Household. (See Screenshot #1 In Attached Document)
  
  On Sunday November 07, 2021, ************ placed an order in the amount of $150.00. Upon receiving one (1) FREE BONUS CARD in the amount of $30.00 she reached out to our customer service **** via telephone, claiming she was entitled to a total of three (3) $30 FREE BONUS CARDS but only received one.

  
  We explained the Terms of the promotion limited the FREE BONUS CARD to One Per Household as cleared stated on the promotional page. At this point ************ became abusive claiming we were deceptive and defrauding the public and threatening to expose us on social media unless she received the two (2) additional FREE $30.00 BONUS CARDS.

  
  On Monday, November 08, 2021, to diffuse the situation and as a one-time courtesy, our customer service team offered ************ two (2)ADDITIONAL FREE $10 BONUS CARDS ($20.00 TOTAL VALUE) ************ declined our offer and again threatened to expose the company on social media. With our offer of $20.00 in additional FREE BONUS CARDS, this complaint comes down to $40.00.
  

  In addition to the Terms being displayed directly on the Offer Page, ************ needed to check a box before completing the purchase that she read and understood the Terms and Conditions of the Offer. Please see the offer page and Terms section at checkout - (See Screenshot #2 in Attached Document).
  
  In addition, clearly printed on her ORDER RECEIPT were (again) the Terms and Conditions of Use (See screenshot #3 in Attached Document). This works out to three (3) separate times the company reiterated the Terms of Use to ************ and she proceeded to finalize the purchase with a clear and full understanding of the Terms.
  
  Based on the facts, the company acted in good faith with ************ by offering her an additional $20.00 in FREE BONUS CARDS even though it was not due or owed.
  Finally, our tech ****. has removed ************ email address from our database, and she will no longer be receiving any promotion emails from our company.
  We are happy to submit additional supporting documentation if needed.

  
  Based on the above-mentioned facts, we respectfully request that this matter be resolved in our favor.
  
  

  
  

  Customer response

  11/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Firstly, parts of the response provided by this business are factually incorrect, and I would suggest they confirm their facts before making (incorrect) statements about a customer!   Just shows that the meaning of "customer service" is lost with the management of this business!   

  When I first contacted this merchant's customer service team about my concern on 11/8/21 via phone, I spoke with an honest and empathetic agent who truly understood my concern and said that she would get me the 2 missing bonus gift cards (total $60 value) after discussing this case with her management because she realized that their advertisements about bonus gift cards could be interpreted the way I did by a 1st time customer, and so she offered to help!   I hope this phone conversation was recorded.

  What any *good* customer service management team would have done is to resolve a customer's concern just as the agent mentioned above tried to do, and follow-through with it instead of coming back and saying they can provide only $20 bonus cards instead of $60.   

  SpaWeek management clearly failed in addressing a customer's really small concern effectively (it was a difference of just $40!!!) and ending the matter amicably.  Instead they made the customer feel short-changed, especially after the 1st agent suggested that their concern would be fully addressed!   Shame on them for handling this situation the way they did, and leading to the need for an escalation!!    

  I would also like to point out that the bonus gift cards they provided will expire on Dec 3rd and 7th 2021, even before this matter will fully get resolved!   As a customer, all that I asked their customer service team is that if they cannot provide me the satisfactory bonus card amount (per original phone conversation with 1st agent), then let me return my original purchase, which they also declined!   

  Lastly, I would like to remind this business again not to make factually incorrect statements about any customer!     Thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ****  
  

  Business response

  12/03/2021

  The customers response (to the companys response) to her complaint is completely inaccurate. First, there are no missing FREE Bonus Cards.The customer received exactly what the promotion offered. Secondly, prior to finalizing the purchase, the customer was REQUIRED to acknowledge (by clicking on a link) that she read and understood the Terms of the offering.

  
  More importantly, I think it might add some clarity if the customer fully understands the motivation behind offering FREE BONUS CARDS. The spa and wellness industry has suffered tremendously to the lingering effects of the pandemic. As such, our CEO decided that we as a leader in the industry do something to try and help all our participating locations survive financially.Thats when the FREE BONUS card program had its birth. Despite this program costing us untold amounts of money (obviously, we dont make money when giving something for free) we started heavily promoting this concept to the public. To date, tens of thousands of customers have been enticed into buying the gift cards and using them due to the FREE BONUS addition. Also, we add a strict time limit on the time a bonus card remains valid as a way to push consumers into visiting the spa while its front of mind. We are proud to say that our actions have (and continue to have) an enormously positive financial impact on our participating locations. As for the gift card that the customer actually purchased it never expires.

  
  Finally, the customers demand that she receives additional FREE cards (that she did not earn and was not entitled to) just because thats what she wants, is completely unsupportable on her part.
  Accordingly, we remain unwilling to modify our decision. As an added precaution for the customer, we are sorry to lose her business, but we feel its in her best interest that we remove her contact info from receiving any future promotions she might deem to be misleading 

*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. ↩