ComplaintsforJuvly Aesthetics

• Initial Complaint

  05/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/8/2023 while getting services at a juvly location, staff told me about a new promotion. The promotion was described to me as follows: “buy three microneedling sessions for $499. Submit a before/after picture by the end of January and you will have a chance to get that $499 back” Upon trying to use another microneedling session yesterday, I found out that the remaining two sessions had expired. In the verbal description of the promotion I was never told I had to use those three microneedling sessions within that time frame or they would expire. I never would have bought the package had I known this. So I paid 499 and got one microneedling session. The other two sessions are “expired”. How can you expire services that I’ve paid for? I’ve contacted the business and they refuse to do anything. I don’t want a refund or to get the promotional pricing. I would be happy simply having paid the normal price of $250 for that one session instead of $499. The money that “expired” can be refunded to my juvly wallet

  Business response

  05/20/2024

  ******
  
  Thank you for bringing this customer complaint to our attention. At Juvly Aesthetics, we strive to provide exceptional service and maintain clear, transparent communication with all of our valued clients.

  Regarding ********* concern, we respectfully assert that the terms and conditions of the microneedling promotion were properly disclosed, both verbally and in writing. As evidenced by the attached promotional material, the key terms were clearly outlined, including:
  
  The requirement to purchase and complete all 3 microneedling sessions by January 31, 2024, to be eligible for the "win your money back" opportunity.

  The stipulation that any unused sessions would expire after January 31, 2024.
  
  Our staff is trained to review these terms with clients upon purchase, and we have confirmed that ******* was verbally advised of the promotion's expiration date at the time of their purchase.

  Furthermore, we have sold numerous packages under this promotion, and ********* complaint is the first we have received alleging non-transparency. This affirms our commitment to consistently communicating all pertinent terms and conditions to our clientele.

  While we empathize with ********* position and regret any misunderstanding, we firmly maintain that our practice adhered to proper disclosure protocols as reflected in the attached document. As such, we are regrettably unable to extend the expired sessions or issue a partial refund.

  Nevertheless, we sincerely value ********* patronage and welcome the opportunity to serve them again in the future. Our goal is to cultivate long-term relationships with our clients, and we remain dedicated to providing an outstanding experience.

  Thank you for your attention to this matter. If you have any further questions or require additional information, please do not hesitate to contact us.
  
  Best regards,
  ****** *****
  Juvly Aesthetics Customer Service Representative

  Customer response

  05/20/2024

  I was NOT verbally told the sessions would expire. The word “expire” never came out of my technicians mouth and I will stand by that.

   I do not visit instagram to look for terms and conditions that I never knew existed.

  This should be a simple customer service issue but I see that your company simply doesn’t care about their customers, but instead tries to make them look bad. Lousy. 
  

  Regards,

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

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