ComplaintsforThe Woodhouse Spa - Cedar Park

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In May 2023, I retired from teaching and my team gave me a $100 gift card to Woodhouse Spa. I went to use it Jun 19 2024 at the Cedar Park Location. When complete, they said they could not find the gift card and would not honor it. They gave me the hq email. I contacted hq on June 19 and received no reply. I then contacted Woodhouse Spas <****************************> on Jun 28 at 9:52 AM. and received a reply. Thank you for contacting Woodhouse Spas -- Case Id: ************************************ To: ********************* They asked for pictures of the gift card, front and back and the picture of the receipt, which I provided.I then received this:Re: Thank you for contacting Woodhouse Spas -- Case Id: ************************************ Jun 28 at 9:52 AM Woodhouse Spas <****************************>To: ********************* Hi There,We appreciate you providing additional GC information and pictures, we have forwarded your email over to our ******************** to be reviewed. Someone from the department will be in touch should they need any additional information.Please let me know if you have any additional questions at this time! I have not received anything since then. I have contacted them twice more with no replies. I have called the number on the back of the gift card--************, and could only leave a message...no reply.gift card ****** ******* ***** 8 thank you

  Business response

  08/27/2024

  Good morning. I too am disappointed to learn of the delay with our Corporate response to this guests inquiry.
  I wanted to take an opportunity to further explain why our hands are tied at the location level.  Each Woodhouse location is it's own privately owned entity under the Franchisor/Corporate.  When a location sells a gift card the monies collected stay with that location.  They are not collected by Corporate.  Hopes are always that the gift card is redeemed at the location that was purchased, however that is not always the case, as guests may choose to redeem at a different location.  The different location providing the service immediately absorbs the cost of payroll, supplies, general overhead for the time in which the service is performed.  When the guest redeems a gift card to pay for that service, it is reported to Corporate and Corporate then bills the location where the card was purchased to pay those funds out to the location that performed the service.  So unlike a Neiman ****** where the gift card is sold by the Corporate holding, our gift cards are sold at the location level and the location that sells them is responsible for the cost of the services redeemed at their location or the location of the guests choosing whether at that location or a different location of the guests choosing.
  In the case of the ****** gift cards, that this guest was wanting to redeem, if we were to redeem them for full value at this point we (Cedar Park) would be eating the cost of the payroll, supplies and general overhead for the service delivered as ****** can no longer be billed for us providing the service off their gift card.  This is why we are rolling up to the Corporate level for them to assist.
  I personally am not pleased with the lack of response to this specific case, and I again, have reached out to Corporate to try to expedite the situation.  I apologize for the frustration and inconvenience this has caused, but hopefully this further explanation helps you to see where we are coming from as a small business that can not financially absorb the responsibilities of another location.

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Woodhouse Spa HQ did finally respond (I actually made several negative comments on their website, which prompted a response.)  They sent me another gift card.  However, after calling CP, they aren't sure they can honor one from HQ either, so I have responded again to HQ and have sent them the response from CP.  At this point, you have probably done all you can to help me and I am extremely grateful for your assistance.

   

  Re: [EXTERNAL] B96B2059-BCAF-4A1C-9301-7873296C4108
  Aug 28 at 1:20 PM
  
  *************************;<*********************>
  To: Woodhouse Marketing <******************************************>
  Hi. While I appreciate the gift card, I received this email from the BBB, which is a forwarded response from the Cedar Park, ***** owner in response to Complaint ID: ********:
  MESSAGE FROM BUSINESS:
  
  Good morning. I too am disappointed to learn of the delay with our Corporate response to this guests inquiry.
  I wanted to take an opportunity to further explain why our hands are tied at the location level. Each Woodhouse location is it's own privately owned entity under the Franchisor/Corporate. When a location sells a gift card the monies collected stay with that location. They are not collected by Corporate. Hopes are always that the gift card is redeemed at the location that was purchased, however that is not always the case, as guests may choose to redeem at a different location. The different location providing the service immediately absorbs the cost of payroll, supplies, general overhead for the time in which the service is performed. When the guest redeems a gift card to pay for that service, it is reported to Corporate and Corporate then bills the location where the card was purchased to pay those funds out to the location that performed the service. So unlike a Neiman ****** where the gift card is sold by the Corporate holding, our gift cards are sold at the location level and the location that sells them is responsible for the cost of the services redeemed at their location or the location of the guests choosing whether at that location or a different location of the guests choosing.
  In the case of the ****** gift cards, that this guest was wanting to redeem, if we were to redeem them for full value at this point we (Cedar Park) would be eating the cost of the payroll, supplies and general overhead for the service delivered as ****** can no longer be billed for us providing the service off their gift card. This is why we are rolling up to the Corporate level for them to assist.
  I ******ally am not pleased with the lack of response to this specific case, and I again, have reached out to Corporate to try to expedite the situation. I apologize for the frustration and inconvenience this has caused, but hopefully this further explanation helps you to see where we are coming from as a small business that can not financially absorb the responsibilities of another location.
  
  So I called the Cedar Park location today to see if they would honor this gift card and they aren't sure and so far have sent me to two different people to "check" on this. A third ****** is supposed to be trying to pull it up on the system and see if they can honor this. They are going to call me tonight to "walk me through" the process and let me know if/when they can honor this card. Honestly, this is TOOOOOO much trouble. I would prefer to simply be reimbursed the $100 from the first gift card.
  
  Regards,
  
  *****************************

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