Complaints

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I want to write a formal complaint against *****'s Spa regarding an appointment scheduling issue that resulted in an unjust charge to my card.On Friday, October 4th, I rescheduled my original appointment set for today, October 6th at 1:15 PM, due to a work conflict. I rescheduled this appointment 48 hours in advance, adhering to the spa's 24-hour cancellation policy. Since the original staff members were unavailable on the rescheduled date of October 19th, the system had me go through the entire scheduling process again. I received an email confirmation for my new appointment on October 19th, and I assumed that the October 6th appointment had been automatically canceled.However, I later discovered that the system failed to delete my October 6th appointment, and as a result, Poppi's Spa charged my credit card the full amount of $435 for a "no-show." When I noticed this charge, I immediately called the spa to resolve the issue. Unfortunately, the receptionist I spoke to was dismissive and repeatedly stated that I was scheduled for today, October 6th, and that there was nothing she could do. She informed me that a manager would call me within a few hours, but it has now been over five hours, and I have not received any follow-up communication.I'm extremely disappointed with how this situation has been handled. This scheduling issue was clearly a system glitch, and I should not be penalized for something outside of my control. I'm requesting a full refund of $435 immediately, as I followed proper procedure to reschedule my appointment, and I do not believe I should be held accountable for the spa's technical error.

  Business response

  10/25/2024

  Ms ********** was charged the full cost of her visit due to being a no show. She called and spoke with our receptionist who reiterated the cancellation policy that Ms. ********** agreed to when booking her appointment. Ms. ********** explained that she rescheduled the appointment for the 19th. Instead of rescheduling she booked a new appointment. She received a confirmation for the new appointment, she also received a text and email reminding her of the October 6th appointment on October 5th.  Our receptionist informed her that because of our cancellation policy she would have to reach out to the manager about the issue, and there was nothing that she could do. Ms. *********** card was charged on October 6th at 1:20pm and the charge was voided at 1:46pm, she was sent the receipt verifying that the charged was voided. 

• Initial Complaint

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a gift card online for mothers day for my mom on May 7, 2022. I put the gift card in my moms name **** ***** so she would have no issue using the gift card. I gave my mom the gift card and she declined the gift card. I called on 5/8/2022 inquiring about a refund for the gift card since I do not live in Tulsa and have no other use for the gift card. An employee took my name and number and told me she would speak with her manager and call me back. I never received a call back. I called today and spoke to an employee again and she told me she would call back. The employee called back and basically told me the manager said there is nothing they can do since I purchased the gift card online through a 3rd party company they use to take the payment. I questioned why they cannot contact the company and request a refund because even though I purchased the gift card through a 3rd party who they chose to use for gift card purchases, the company still would have sent the $175 I spent on the gift card to them. The employee passed the phone to the manager and she basically repeat the same thing the employee said. I am not happy with this because there is something that could be done to refund me my money back. I do not live in Tulsa since my job has me station in multiple places and its not like it's $25-$50 dollars. I spent $175 that is basically going to go to waste. I asked if there is a corporate number I could reach out to and was told no & if i would have purchased it in store then they could issue me a refund but since i did it online they couldnt refund me.

  Business response

  05/24/2022

  Business Response /* (1000, 5, 2022/05/11) */ Hello, I am so sorry you aren't happy with your gift card purchase. As stated on our earlier phone call gift cards are non refundable. This is generally understood across most industries that gift cards are not refundable. We have never had a client ask for a refund on a gift card so this experience encourages us to post our policy on the site to avoid further confusion. I understand you may not utilize the gift card yourself so I would suggest regifting, or you can always use this gift card to purchase products in store or online. I hope this helps Be well, Team Poppi's Consumer Response /* (3000, 7, 2022/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You did not state on the phone call that gift cards are non refundable. I was told that you could not refund me because I purchased online and you have no way to go into your sale system to refund the money because I paid the 3rd party company your website sends people to purchase gift cards. That's not you saying a gift card is non-refundable. Thats you basically not taking time to figure out a way to refund the money. Your company received the money regardless of how I purchased the gift card. The website you all refer people to purchase the gift card through transfers the money to Ms. ********* business account in some way. And no where did I say I was not happy with the purchase. I said I have no use for the card because my mom will not accept it and I do not live there. I know no-one to regift it to as I'm not from there. And that is great ya'll put that on your website. But it was not on there when I purchased it so what is on the website regarding refunds and gift cards means nothing to me at this point. I know there is a way a check can be issued and mailed. Poppis received the money for the gift card regardless I purchased in store or online. I have to take a $175.00. In no way am I saying it's your business fault my mom would not accept it, but what I am saying nowhere did it say no refunds on gift cards. And no I do not want to purchase product. I will be sure to spread the word about my experience on social media.

*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. ↩