ComplaintsforAwaken Spa, LLC

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Awake Spa on or about the 15th day of November 2023 to purchase my husband a gift certificate for a massage for his birthday. The woman that I talked to on the phone told me that I could purchase the gift certificate online and choose the amount that would cover the desired massage time. I went online and purchased a gift certificate for $100 and printed out a card. A week or so later my husband called to book an appointment for a massage and was told that they were booked to call the following month. He called the following month and was told they were booked that he had to call at the beginning of each month to book for the next month due to being short staffed. He called again each month and each time was told the same thing. On May 1, 2024 @ 9:00 I called to book him an appointment as was told they were booking a year out. I again asked for a refund (as we have done each time we called) and was told that they don't issue refunds that we could get another service. I explained that we did not want another service because I had purchased a gift certificate for a massage. I spoke with the manager on this date and she became very rude. I only want a refund for the gift certificate.

  Business response

  05/01/2024

  Awaken's gift cards are an universal gift card and can be used towards anything we offer and that is available at the time the client wants in.  We are completely booked with massages, but her husband is welcome to get on the waiting list and at times, we do have a cancellation.  As far as a refund, it has been posted on our website, online gift card portal, and at the front desk, that gift cards are nonrefundable.  This has been in place since 2008.  

  Customer response

  05/08/2024

  I am rejecting this response because:  When I originally called Awaken Spa I told the person that answered the phone that I wanted to purchase a gift certificate specifically for a massage.  I asked if I needed to come to the business to purchase the gift certificate for a massage and was told that I could do it all online.  I was not informed at the time that they only had 1 masseuse and that appointments would not be available and there would not be a refund.  I purchased the gift card and was told each time that my husband and I called to book an appointment that we would have to call back at the beginning of the month in order to book an appointment for the next month due to having only 1 person giving massages.  We did this every month from November until May.  In May I was told that they were booking a year out.  I have asked repeatedly for my money back because I purchased the gift card for a specific service and was clear about that at the time that I called.  I do not wish any other service from Awaken Spa.  They have been unable to provide the service that I paid for, therefore I want a refund.

   

   

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In November 2023, Awaken Med Spa took $300 in exchange for two $150 gift certificates. These gift certificates were for massages for my daughters. Fast forward, they have been trying to book their massages and they said they can't honor the gift cards anymore after several attempts to book them. Their solution is to use them for another service. My daughter called in February to book for April. The lady told her to call back in March to book for April. When she called back, she said they're no longer offering massages for the foreseeable future. They offered some of their other services and quite frankly-- she is not interested in any of them. They stated they warned us that gift certificates could not be used for massages and we chose to purchase anyways. That is a bold LIE. Several people are having the same issue as me we are. The brochure even says massage on it.

  Business response

  03/19/2024

  Gift cards are a "universal" gift card to Awaken, and can be used towards any of the services we offer.  We do not sell massage specific gift cards.   Of course we will honor the gift cards!  And we also ARE still offering massages; they are just completely booked up for months.  I would recommend getting on the cancellation list and we will call if something opens up, which does happen from time to time.  It also is on our website, online gift card portal, and at the front desk, that gift cards are nonrefundable.  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a $150 gift certificate to Awaken Spa for my birthday last September, and I have tried repeatedly to use it for a massage; however, every time I've called (with the exception of once), I've been told they were booked either through the end of the month and I would have to call back the next month to try to get on the schedule or that they were booked through the end of the year. The one time I was able to get on their schedule, they called me back the next day to cancel, saying their therapist had quit and they had no plans of hiring a new therapist. I asked to be placed on the cancellation list, but never received a call allowing me to schedule. They have very limited hours, especially for someone who works normal business hours, making it impossible to schedule services with them. I am not interested in purchasing products from them, and feel it is dishonest for them to take money for a service they are unable to schedule. I asked if I could get a refund for the service that was purchased, and they refused, stating they would only honor the gift certificate for products they sell in their spa.

  Business response

  02/23/2024

  Gift cards are universal to Awaken.  They can be used towards any service/product at the time they want in.  Massage is a small part of what we do here and what we have done here for 16 years.  We are a MEDICAL esthetic practice with a few massage therapists.  Massages are booked out for the foreseeable future.  We cannot "squeeze" people in for massage.  We do have a cancellation list, but there are others on it as well.  We did have a massage therapist move out of town, but we still have others.  They are just booked.  The client can stay on the cancellation list, but once again, she is not the only one on it.  The gift card doesn't have to be used for products only.  We offer many many other services.  It is posted on our website, at our front desk, and on the online gift card portal that gift cards are nonrefundable.  This has been there for 16 years.  Gift cards being nonrefundable is standard in any business, not just this one.  There is NO dishonesty occurring.  When someone walks in or buys a gift card online, we do not know what they plan to do with it!  It is impossible to know the intention of every person that buys a gift card!  YOU CANNOT BUY A MASSAGE SPECIFIC GIFT CARD!  GIFT CARDS ARE FOR AWAKEN, NOT A SPECIFIC SERVICE ONLY!

  Customer response

  02/27/2024

  I have reviewed the business’ response and accept this resolution. Please place me on your cancellation list.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband bought a gift card online in December thru Awaken Spa for me to get a massage (same bank account). I have been calling and they are completely booked up. They posted on their Facebook that they are not accepting any new clients (which I'm not) and massages cannot be used for gift cards. They say that they are not a massage clinic only a med spa but offered these services online when buying the gift card. They will not refund anyone's money who purchased a gift card even though you cannot use it on services intended. They said that they tell everyone who comes in to purchase a gift card that they cannot be for a massage and have been telling people over a year. However, none of this notice was posted on their website. They made a post on Facebook regusrding this situation and anyone who commented against what they want they were extremely hateful, and eventually blocked me on Facebook. There are so many people that had bought gift cards on there that can no longer use them. They need to do the right thing and not scam their clients!

  Business response

  02/14/2024

  The information in inaccurate in this complaint.  We are completely booked for the foreseeable future with massages; therefore, we cannot take new massage clients.  It is impossible to get anyone else in on the massage schedule.  Gift cards are universal to Awaken.  You purchase a gift card to Awaken and use it for what is available at the time the client wants in.  You cannot buy a massage specific gift card in person or online.  It is not an option, and hasn't been for over a year.  The gift card can be used towards skincare products, makeup, or any of the many many other services we offer.   This client was removed as a follower of Awaken due to her inaccurate and hateful messaging.  

  Customer response

  02/15/2024

  I am rejecting this response because: they keep talking about no massage was sold in over a year IN STORE.  None of this was mentioned on their website of being overbooked, and massages were still listed as an option.  Just recently they have removed this option from the website.  In no way was my response hateful or rude.  They considered it that because it's not what they want to hear.  As I had stated I will not use this business for their actions in ripping people off.  I do not want another service listed as a massage was what my purchase was for.   I have sold my gift card to someone else at this point but then deleting messages to justify their own actions when it clearly is listed on tax appraisal website as a massage clinic is absurd.  I no longer need a refund but once again SHAME ON THE OWNER.  It is not your clients fault you are down to one massage therapist and waiting a year or more to even get what you wanted is crazy.  

  Business response

  02/16/2024

  No matter what is said to this person, she will not be happy with the response.  I don't have to delete comments, just report them to facebook.  It is then up to them whether or not they are removed.  Regardless, she sold her gift card so she can find somewhere else that will be a better fit for her.  Awaken is not that place.  

  Customer response

  02/20/2024

  I have sold my gift card and no longer need a refund.  Please review all Google reviews and Facebook comments that have not been deleted where several clients are in the same predicament.  This business is in the wrong, and actually any proof or words SHE says she will not be happy even after losing SEVERAL CUSTOMERS.  

*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. ↩