Complaints

• Initial Complaint

  12/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Please see supporting documents, as the summary of the incident is too long to fit in here. I have also attached screenshots of my evidence.

  Business response

  01/18/2023

  Business Response /* (1000, 5, 2022/12/28) */ Thank you for bringing this to my attention. ******* came in and had a********* session ($350 reg price) on Sept.2nd. She loved her session and therefore purchased a package of 5********* sessions and ****** Therapy sessions for $2300. We allowed her to split the payments into 2 - $1200 due the same day and the remaining payment of $1100 due on her 5th session. She used the first********* session from her package on that day. We do not offer refunds on promotional packages as stated on her receipt (which I will include with this email). We do give our clients options and let them know that, for whatever reason, if they are not able to use the full pkg then they can gift it to a friend or family member. (Stated on the receipt) The package prices offer them a chance to get the treatments at a very discounted rate, saving them hundreds of dollars, which is why we need to ensure that there are restrictions so that it is not abused. I am including our full text conversation with ******* as well as her receipt. Please let me know if you have any questions or require any additional information from me. Kindly, ****** Consumer Response /* (3000, 7, 2023/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The owner of Daily Calm Wellness just confirmed what my issue is with this transaction. I understand (now) that Daily Calm Wellness does not offer refunds. Unfortunately, that policy was not stated anywhere near proximity prior to the purchase of the package. There were not any contracts, documentation, or paperwork that I had signed, other than the receipt that came after the purchase. I was not once informed of any policies with purchases and feel completely by both ****** and her company. I made the purchase after my assigned therapist gave me her recommendations on frequency of sessions to see the best results (which was 1 appointment a week) and with the understanding that I would be driving from *********************** to see them. I had received a commitment that I could be booked every weekend, however my first follow-up appointment post-purchase was immediately changed to a different day. I re-scheduled, only to have that appointment cancelled and the owner (******) continuously trying to schedule me during the week, after I had told her I could only do weekends. They made it impossible for me to make any appointment there after, unless I waited a few weeks to get in (and again, that would not provide me with the best results and would ultimately be a waste of time and money). For a $1,200 package, I wanted to do everything in my power to make sure those treatments worked and I had gotten my money-worth, as I have done *********** before and wanted better results. Not even a week after the purchase, it was already starting to become impossible to get an appointment during my availability, so I had decided I did not want to continue with the treatment. Given that I had only attended 1 session (which was booked prior to me purchasing the package) and that I still did not have a follow-up appointment booked, I had assumed a refund would be simple and I could look for a place closer to home. I messaged the owner and nicely asked for a refund, explaining my situation and the difficulty with scheduling, after being guaranteed spots on the weekends, week after week. I even made sure to clarify that I was not asking for a refund on the one session I was able to attend, and that I'd be more than willing to pay full price for that single session. Unfortunately, it seems as this business and those that work there are content with taking my money, by refusing any type of refund knowing I am unable to attend the appointments and also knowing I had not been able to use the package since it was purchased. The way they have talked to me since and the attitude I receive on the phone when talking to the owner is extremely unprofessional. ****** is beyond rude, she made it difficult to reach her, and had the audacity to tell me that what my therapist had told me was wrong and that I could go a few weeks without a session and still see great results, which is a flat out lie. She stated that she could have handled things differently before I tried to cancel the charge on my credit card, but that it was now out of her hands. I had contacted her multiple times for a refund and even asked what my other options were, only to receive the same "we offer no refunds" response, if I was able to get ahold of anyone at all. This business has zero sympathy or compassion *** their patients and only cares about getting their money, no matter the situation. As the owner of the company, I know that it was a possibility to issue a refund on a package that was not used, ****** just doesn't want to. But to turn around and use my next steps against me and state that there was nothing she could do after all of this, is yet another bold lie. I had reached out multiple times asking for a refund and was told no each and every time. It is my opinion that this company and the owner have taken my money unfairly. They are completely unwilling to work with me, which I assume was understood even prior to my purchase. They persuaded me into buying the package, ensured me that I would have no issues, yet here we are. The only "solution" I was provided, was to "gift" the package to someone else. I'm sorry, but I do not have $1,200 to gift to anyone. That resolution only benefits them. I am starting to believe that Daily Calm Wellness purposely hides any information about refunds prior to purchases being made, but ensures that statement is on the receipt so that they can take people's money. The way I was talked to, the complete disregard of my situation, the complete refusal to work with me, and the lack of sympathy/empathy proves to me that this was never a friendly company to purchase anything from and I would not be comfortable ever stepping foot in there again. I would like for others to be warned about this place. I was referred to by an influencer through social media (who doesn't pay for her own treatment), so It was a scam from the beginning and I wish I was smarter. Business Response /* (4000, 9, 2023/01/09) */ All of the information regarding our packages, memberships, and policies is provided on our website and service menu. It is also reiterated on the receipt. We made every effort, (and politely), to accommodate the client's requests as per the text history screenshots that we provided. The client came in for a ******** session and purchased a package (paying 1/2 on the day of, and the other 1/2 ($1200) being due 1/2 way through the treatment program.) Due to her perceived scheduling issues she then cancelled the entire amount through her credit card company leaving the single session that she received ($350) unpaid. She left us no choice but to respond to her credit card dispute through the proper channels. We subsequently won the case and she ended up paying $1200. We were paid for the $350 session that she received and are happy to give her the $850 credit towards spa treatments. If she is unable to use this credit then she can gift it to a friend or family member. Consumer Response /* (4200, 11, 2023/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) A refund is easily provided as in any business. They just refuse to do so, no matter the circumstances. I was given false promises, paid for a service without being provided any information regarding refunds, and then was left with no other choice but try to cancel the charge after the team not compromising in the slightest. I never said I was unwilling to pay for the service I received, but wanted a refund for the package that I am unable to use. I have no family/friends out in Malibu and would not be able to "gift" that much to anyone else. Therefore, my attempt is valid and something that anyone would do in my situation.

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