Complaints

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/27/2023 I had reached out to Rose **** Tattoo via email and asked about gift certificate options. I was explained of their requirements and purchased a $200 gift certificate. After giving the gift certificate to my daughter on 1/2/2024 and her attempting to book an appointment we were informed of a size requirement that was not provided previously. That did not fit my daughters needs so I asked for a refund of the gift certificate. I was told that no refund would be provided and that I should have booked the appointment first to ensure that the gift certificate would work for my daughters needs.

  Business response

  04/12/2024

  To whom it may concern,

  I am writing to address a customer complaint. I appreciate that this customer was interested in the services we offer here at Rose **** Studio,however it seems that both the customer and myself are dissatisfied with the transaction that has taken place.

  I will summarize this communication and transaction as well as provide documentation to support the entire story of what has happened. That will include attachments of every single e-mail communication so that the whole scenario is available along with other supporting documents.

  This customer, ***************************, has shared parts of the story that fit his narrative.

  Here is a timeline of events: (please see attached documents of e-mail correspondence in their entirety)

  December 27, 2023- ****** emailed us to inquire about purchasing a gift card /gift certificate As a gift for his daughter. (Please note we were closed for the holidays until January 2, 2024)
  January 2, 2024- I personally emailed ****** with information on how to purchase an **gift card and we made it specifically clear that we do not accept all tattoo requests. We encouraged ****** to only purchase an **gift card if the recipient of the **gift card already had a consultation and a tattoo session scheduled here, because the **gift cards are nonrefundable.
  January 2 - ****** disregarded our advice and our policies and purchased a gift card in the amount of $200. On the **gift card purchase website it clearly states that **gift cards are nonrefundable. (Please see attached document- screenshot of purchase site)
  January 5 - ****** asked for a refund. In his e-mail he acknowledged that he had not read our policies.
  January 5- We explained in an e-mail response that this situation is what we were trying to avoid and reminded him that the **gift cards are nonrefundable. Later that day he replied to the email  indicating that he would use the **gift card for by saying Now I have an excuse to get another tattoo.
  January 15- Our calendar sent an automated e-mail to our 750+e-mail subscribers to notify our potential customers that we will be accepting new appointments starting January 17th. This e-mail was also sent to ******.
  January 17- We opened our books to accept new tattoo requests. ****** used our online booking system to schedule an appointment for January 23 at 6:15 PM.
  January 17- About one hour later at 7:15 PM his request was accepted for a tattoo consultation appointment and he was sent an automated e-mail with the acceptance notice. (All clients are sent acceptance notices automatically from our booking system.)
  January 23- ****** was sent a reminder of his appointment on the day of the appointment. ****** did not show up to his appointment. He did not notify us that he would not be attending. (Please see attached screenshot of ******* missed appointment.)
  February 15th- ****** emailed us again and asked when we will be accepting new appointments. At that time we did not have a specific date, and we informed him that it would be in the spring and included a link to our booking site with the latest information. Unbeknownst to me at the time,that was the same day that he filed this complaint with the BBB. I became aware of this complaint as I'm writing this today (via email on April 12th, 2024.)
  April 5 - An e-mail is sent out to 750+ clients on our wait list to inform them that our books are opening on April 8th and that we will be prioritizing our bookings based on the tattoo design request. (Our focus was on goddess portraits and artistic animal portraits. ******'s request was a flower and a bug.)
  April 8 - ****** completes online questionnaire to request a tattoo consultation appointment. His tattoo design request included in the questionnaire was not accepted because it was not a design we chose to prioritize for this booking cycle.
  April 10 - ****** emails again to request a refund of his **gift card. As a gesture of good faith and to get this problematic customer appeased and to avoid any further issues, I as the business owner refunded his **gift card. As far as I am concerned this matter is resolved. I am disappointed that I was unaware of this complaint before ****** tried to schedule several times and before I refunded his **gift card. It is unknown to me why a customer would file a formal complaint against my business yet still attempt to make appointments here.

  I would like to be clear that I refunded his gift card before I was aware of this complaint. I did not refund his E gift card in response to this BBB issue.

  Thank you,

  *******************

  President, Rose Noir Tattoo Studio

*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. ↩