ComplaintsforThe Pearl Day Spa
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Complaint Details
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Initial Complaint
09/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The Pearl Day Spa will not refund me for an unconfirmed appointment. I requested an appointment via their self-service system which then notified me that someone would review it and respond - though there was no time frame given for when or how they would respond. My emergency contact was notified that I had missed my appointment on the day I requested it, even though I never heard from the spa They were unable to call and leave a voicemail because I had a new phone number. They did send and email with a link to confirm the appointment. This email was not opened and the link was not clicked because it was in my spam folder. Here is the email content pertinent to this disagreement:"Below is your appointment information for Thursday, 8/11/2022:8/11/2022, 8:45 AM, Relaxation - 1 hour (Massage) - *********************, LMT Please confirm your appointment(s) by clicking the link below.Confirm Appointment"On their website, their cancellation policy says the following: " ***** hours Prior to your appointment you will be contacted via text, email, or phone for confirmation. If we are unable to confirm your appointment, the appointment will be canceled and available for booking. As long as we are able to leave a voicemail we WILL consider your appointment as confirmed."Since they were unable to confirm my appointment, the appointment should have been canceled and available for booking. They were not able to leave a voicemail, so per their policy, they should not have considered my appointment confirmed. They have insisted that despite their policy, this appointment was considered confirmed. They charged me $40 for not showing up to the appointment that I never confirmed.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.