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Business Profile

Spa

Poppi’s Spa+Lounge

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint type

  • Initial Complaint

    Date:10/08/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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. 

Poppi’s Spa+Lounge is NOT a BBB Accredited Business.

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