Complaints

• Initial Complaint

  12/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Advertised product as ********** isnt stamped **** Organic.Product formula doesnt have organic in any of the ingredients.Product is advertised on their website as Organic.Listing each product in propriety blend as organic.This is misleading to the consumer.Called and talked to them and they said it was Organic.Wanted me to return product and pay for the shipping myself.This is unacceptable.Will attach pictures of the bottle and their website description.Faulty advertising to consumers.

  Business response

  12/27/2024

  Thank you so much for bringing this to our attention. The formula of the *** herbs was changed earlier this year and as a result we have to re-apply for the ************ labelling. The **** Organic label was removed from our product labels and should have been removed from our web site. Thank you for pointing out the text that we missed. It has now been removed. A pre-paid label has been sent for your return

  Customer response

  12/27/2024

   
  Complaint: 22724103
  
  I am rejecting this response because:

  I just went into your website and you have not REMOVED it from your ingredient description.

  Nor have I received a label.
  
  Sincerely,
  
  ******* ********

  Business response

  12/27/2024

  Thank you for your comments we're looking through our web site to see if there are any references still with our organic labelling and we will remove any remaining references. If you don't see your pre-paid ***** label, please check your spam or junk mail

  Customer response

  12/27/2024

   
  Complaint: 22724103
  
  I am rejecting this response because:
  
  no return label.

  on your website you have not REMOVED Organic in your description of product.

  misleading customers to still believe they are ordering Organic.
  Sincerely,
  
  ******* ********

  Customer response

  01/09/2025

  I have not received refund on returned merchandise yet.

  so why is this complaint closed?

  Business response

  01/09/2025

  Organic HAS been removed from our web site, while we recertify the products following an ingredient change. 

  Please check your in-box for the return label sent by ******

  Customer response

  01/09/2025

  As I stated in a email to you this morning I have RETURNED the product.

  Awaiting a refund from company,

  it Was returned Three days ago by ***** label.

  this is the latest update.

  it shouldnt of been closed due to my response recently after the company did.

  Customer response

  01/09/2025

  Mailed on Tuesday.

  awaiting refund.

  Customer response

  01/09/2025

  Mailed on Tuesday.

  awaiting refund.

  Customer response

  01/09/2025

  Mailed on Tuesday.

  awaiting refund.

• Initial Complaint

  12/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just got off the Royal Carribean Radiance of the Seas from our cruise 12/14/24 through 12/21/24. We treated my daughter to a facial the first day (Dec 15th) as part of her 21st bday trip. Great facial by Patience, but the sales pitch for products came on very strong at the end. My daughter repeatedly said no to any and all products as she's a broke college student. I finished a massage several minutes later with the same high pressure sales pitch which I declined. When I was leaving the spa, Patience had left a bag with products in it for me to pay for saying my daughter selected them. I paid, but I returned as soon as I spoke to my daughter and heard about her horrible experience. I called the Spa Manager (*****) who told me they are trained to sell the products after services. I shared this was a completely poor practice to pressure a girl (with only a sheet on so extremely vulnerable), watch her race out of the spa and put a product in a bag so mom (me) would pay. ***** also tried to tell me it might have been a misunderstanding. That is a very nice way of saying maybe your daughter isn't telling the truth. I offered to give my daughter my hair appointmemt wash and style later that day to help. ***** offered for my daughter to add a hair mask free. She went to that appointment reluctantly and said it was very uncomfortable and stylist gentleman didn't talk to her. We should have cut our losses after the morning. Rather than a free mask, we feel all spa services should be refunded.*************** offers exceptional customer service. Contracting with ********************** is a complete contrast to that high quality customer care.I posted the day we returned on our ship's ******** page to warn future customers with names of our spa employees. I was stunned this morning (12/22) to see how many former clients agreed they are awful and never will use the spa again.

  Business response

  12/27/2024

   

  Dear *****,

  Thank you for reaching out to OneSpaWorld regarding your daughters recent spa experience.

  While we are delighted to hear that she enjoyed her facial with Patience, we are truly sorry to learn that the subsequent product recommendation made her feel uncomfortable.

  Our spa team is trained to provide personalized home care advice at the conclusion of each treatment to help customers extend the benefits of their experience. However, this advice should always be offered in a respectful and non-invasive manner. Please accept our sincerest apologies if the recommendation did not meet these standards.

  We understand that you graciously offered your daughter your hair appointment and that the spa manager arranged a complimentary hair treatment for her. We regret to hear that she felt uneasy due to the male stylists lack of communication. Please know this is not reflective of the high standards we strive to uphold. We hope, however, that she was pleased with her hairstyle and that the complimentary treatment left her hair feeling smooth and looking shiny.

  As your daughter expressed satisfaction with her facial and there appear to be no issues with the styling of her hair, we regret to inform you that your request for $400 in compensation has been declined.

  
  We truly value your feedback and appreciate the opportunity to address your concerns. Please do not hesitate to contact us if you have any further questions or require assistance. We can be reached at ***************************************** or by calling **************

   

  Regards

  ***** ******

  Customer Service Manager

  OneSpaWorld

   

  Customer response

  01/08/2025

  This is unsatisfactory to me.  The pressure she received in only a sheet covering her negates the spa experience being positive.  Vacation is supposed to be a positive experience and this was specifically a trip to celebrate her.

  We did not say her hair appointment outcome was positive.  She actually washed it afterward and restyled herself.  All curls were falling out immediately.

  A good spa business provides quality treatment AND positive customer service.  When I posted about my experience on our cruises ******** page sharing our experience, I received only supportive comments this is many people's experience.  They will never go to the spa because of the pressure my daughter received.

  I would like compensation AND an apology for the undue pressure.

  I've attached my post on Royal Carribean's site along with just the first set of responses.  Not one positive experience listed.  Does this company just get away with telling all customers offended by pushy tactics that since the treatment was good (or not) the sales pitch is part of their training so just deal with it?

  Customer response

  01/08/2025

   
  Complaint: 22720705
  
  I am rejecting this response because:

  This is unsatisfactory to me.  The pressure she received in only a sheet covering her negates the spa experience being positive.  Vacation is supposed to be a positive experience and this was specifically a trip to celebrate her.

  We did not say her hair appointment outcome was positive.  She actually washed it afterward and restyled herself.  All curls were falling out immediately.

  A good spa business provides quality treatment AND positive customer service.  When I posted about my experience on our cruises ******** page sharing our experience, I received only supportive comments this is many people's experience.  They will never go to the spa because of the pressure my daughter received.

  I would like compensation AND an apology for the undue pressure.

  I've attached my post on Royal Carribean's site along with just the first set of responses.  Not one positive experience listed.  Does this company just get away with telling all customers offended by pushy tactics that since the treatment was good (or not) the sales pitch is part of their training so just deal with it?

  
  
  Sincerely,
  
  ***** **********

  Business response

  01/21/2025

   

  Hello *****,

  We see that your family enjoyed multiple services in the spa. We understand that ****** felt uncomfortable in regard to the product recommendations, however she continued to utilize the spa for facial, massage and hair services. While we never want any of our guests to feel pressured into purchasing items, we understand that the product recommendation (presented at the end of every service) may make some guests feel uncomfortable. As our guests are not able to come back to the spa for ongoing treatments (as one would in a land-based spa) we want to give each and every guest the opportunity to continue their services once home with the appropriate homecare regimen.

  While we regret to inform you that a refund for spa services cannot be approved in this case, we would like to extend a gesture of goodwill. We are pleased to offer ****** a $150 spa voucher for her next sailing, which can be applied to any spa service of her choosing. Please email ***************************************** with your mailing address, so we can mail the voucher to ******.

  Thank you for your understanding, and we hope this resolves the matter to your satisfaction. Please let us know if you have any further concerns or questions.

  Customer response

  01/22/2025

   
  Complaint: 22720705
  
  I am rejecting this response because:

  The first day ****** had the unfortunate facial experience.  I had a hair appt.  As stated before, the hair appointment was given to ****** by me (not the spa) to try and help her feel better about the morning awful experience.   The hair appointment was nearly silent, she had to fix her hair over before the evening formal night because all curls were falling out and frizzy.  She had a massage appointment that we booked at the same time on day 1 of the cruise but said she wasn't going back.  Because of your cancelation policy, my husband said he would go knowing he could handle the sales pitch pressure.  He again received the pressure but at the beginning of the pitch he said clearly, I'm not buying anything.  My son (18) asked for a massage because he'd never had one and my husband told him what to say.  He had a good massage experience and for some reason was not asked to purchase anything.

  So, your stated facts are wrong. Your research into who went to get services was false.  ****** had the two experiences on the first day only of our cruise.  She didn't go back nor would she ever go back to the spa after her experience so a voucher is a totally inappropriateresponse or offer.  We believe firmly we should be compensated for her awful experience.   We are NOT asking for refunds for any of the massages we received from a different therapist who treated my husnand, son and myself.  That pressure was reasonable and no products were fraudulently put on the counter for me to purchase that was NEVER requested.

  To put a product (nearly $100 lotion) in a bag on the counter for me to purchase for her, stopping me as I leave was totally out of line.  There was no misunderstanding.  ****** had stated multiple times she was a poor college student.  It was day one of the cruise and she needed to save money for the rest of the week.  All of this while under a sheet she was holding up with no bra on.  When her facialist was unrelenting, she felt so much pressure she left and raced by the front desk and left.  At that point NO product should have been left for "mom" to pay for.  She is 21 years old. I thought this was odd but ****** wasn't there to ask.  I paid, called her on my way to the stairs, she immediately said she didn't buy anything and I told her they said I had to pay for her purchase. I hung up and walked back to the spa where the same 3 people were at the front desk and I said she did NOT request the product.  They looked uncomfortable and had to adjust.  One couldn't find my transaction so another one stepped in.

  Inappropriate response and we want our refund.  After this ridiculous justification process and reading lengthy similar experiences about this company we will not be returning for any spa services and will be sure to share our opinions when asked.

  
  Sincerely,
  
  ***** **********

• Initial Complaint

  11/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered $267USA worth of product to be delivered to me in ******. The order was placed on October 26 2024. I was given a ***** tracking ID. Instead of being delivered to me, ***** delivered it back to *************. An email to the company indicated they are short on resources so expect it will take 14 days to receive contact. My **** bill of $380.44 CDN is now due, and I have no product. Refund or product required pronto, please!

  Business response

  11/25/2024

  Hello *****,

   

  Your original order was returned to us due to an issue with customs. A new order was shipped out with ***** Tracking number ************. This package is scheduled for delivery tomorrow 11/26/2024.

  If you have any questions, please feel free to call us at **************

  Customer response

  12/06/2024

   
  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.
  
  Sincerely,
  
  ***** ******-*******

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased vitamins on Princess Cruises via TimeToSpa on 5/25. Two orders of vitamins were shipped in a single box. The products were shipped on 5/29. The company has a 30 day return policy. I returned the products on June 10th after receiving an *** from the company. I labeled the box as instructed. I have proof of delivery that they received the box. I have twenty emails back and forth with them over the last 3 months asking for my refund. They continue to ask me questions about my order, or the shipment, or how much was my total order, etc. They finally stated that they sent me two boxes and not one and would return half my money. This is not true. I received one box and immediately returned one box for a total order of $758.00.

  Business response

  09/24/2024

  ******* ****** refund is in processing.

  ******* you'll be receiving a link via email this week with the instructions for claiming your push to card refund.

  If you have questions about the status of your refund, or the process for retrieving your funds, please feel free to contact us directly at ************** or by email at ******************************************************************************
  

  We understand that there was an additional item returned that was not logged by our warehouse. This matter is under investigation and, as confirmed via email, we'll be in touch to with the resolution as soon as our warehouse finishes their investigation. 

   

  Customer response

  09/27/2024

   
  Complaint: 22311894
  
  I am rejecting this response because I returned the entire shipment.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went on a cruise 4/8-4/13. I used the Cloud 9 *** services. I bought what I thought was for four products and a massage. Total was pricey but I thought it was total for products and massage included. My mistake for not checking receipt at that time. When my products arrived at my house, I did not open and started a return. I had to get approval number to place inside box. I received tracking information which box was delivered on 4/29/24. This is now 6/25/24. I sent an email two weeks ago to obtain status of refund. No response. I called today. They advised it was posted on 6/17. Yet it has not been received back to my credit card. I was advised it would be looked into and I would be contacted when they hear back from cruise ship. This should not be taking so long. Im getting the run around. POOR customer service!

  Business response

  06/26/2024

   

   

  Hello *******,

  Thank you so much for your patience. Please note that your refund was sent to Carnival Cruise Lines on 5/15/2024 to be posted to your credit card. I've contacted them on your behalf to get an update on your refund. They've responded notifying me that the refund was posted to your credit card today and asked that you please allow 3-5 business days for the refund to show on your statement.
  

   

  From: ******* (CCL)  
  Sent: Wednesday, June 26, 2024 1:18 PM
  To: *********************** <*********************************>
  Cc: Ileana (CCL)
  Subject: RE: Refund Status Update - 5/15/2024 refund batch 1  
  
  
  
  Hi *****,
  
  Sorry, these posted today. Please ask the guest to allow 3-5 business days for the refund to show on her statement.
  
  
  Thank you,
  

  *******
  Revenue Accounting
  Carnival Cruise Line
  ****************
  *********************************

  Customer response

  06/30/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was on a cruise to the Mexican riviera with Carnival Fun in June 2023 where I attended a presentation by Chinese doctor of acupuncture who introduced us to JOU line of supplements. He seemed very trustworthy, honest and knowledgeable and he talked me into getting appointment, so he could explain more about products he was selling and all benefits of taking them for some time.I usually take different supplements on regular basis and was very exited with these so I purchased 4 different lines for myself and 2 members of my family: Digestive Health, Ache Ease, **** *** **** and Why Weight and spend around $900. The doctor didn't have all I wanted to buy at the moment, so there was a back order from Time to ********** in ********** took us time to take the supplements and none of us noticed or felt any difference health wise nor any improvement even thought we were taking almost all of them for months.It was so disappointing because none of them worked or helped as promised. These supplements are good for nothing. Considering extremely high price and quantity I bought, I feel it was deceiving and fraudulent. My understanding is that they sell this fake supplements mostly on cruises so they can take an advantage of travelers who are on vacation, relaxed and more readily to spend more money than they could or planned. I sent e-mail to their customer service in *******, but have never gotten any respond. Then I wrote a review on their website which was never posted, off course. There are only three reviews, all praising "benefits" of products. I assume that all reviews aren't genuine and don't come from real people or verified customers.I'm submitting some photos of the products I bought on the cruise, a statement of my expenses including the purchase of JOU supplements at Cloud 9 Spa and back order receipt. Thank you for prompt attention to this matter,Sincerely,********************************** ************************************************** *******************

  Business response

  05/17/2024

  Hello **********************************,

  Thank you for your inquiry. We're sorry to learn that you did not get great results from the herbal supplements purchased on your cruise in June 2023. The formula's that you purchased Digestive Health for healthy gut and reduction in indigestion, *********** for help with menopausal symptoms, Ache Ease to help with joint and muscle aches and Why Weight for appetite control, are among our most popular as indicated by the reviews on our web site. The only bad reviews we have is that we're not able to keep them in stock.
  

   

  I've gone through all of the reviews and searched our customer service data base, and I wasn't able to locate any correspondence from you. Please note that you can contact us at any time at **************************************************** or through our web site www.timetospa.com. We also have our return policy and return instructions available on our website along with our telephone number should you need to return, or exchange any of the items purchased in the spa during your cruise.

  Please click on the link below for the information.

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

   

   
  

   

   

  Customer response

  05/17/2024

   
  Complaint: 21719278
  
  I am rejecting this response because:
  Nothing you said is true. I know what those supplements are supposed to to, but as I said none worked for three of us: my sister, my daughter and myself.

  I sent you e-mail and it went through. Why my review hasn't been posted? 

  Between three of us, we have 6 out of 9 bottles left with some pills and I can send them back for a refund.

  Sincerely,
  
  **********************************

  Business response

  05/20/2024

   

  Please provide a copy of the email that you sent, so we can see if an exception can be made to our 30 days return policy. Please send to ********************************* and *****************************************

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made 2 purchases on Royal Caribbean Symphony of the Seas on 2/3/2024- Folio # ********. I inquired about returning for refund and sent an email. I did receive a response how to return for a full refund. I mailed the returns via US ************** with additional insurance protection and tracking. REFUND DUE IS $362.52. ITEMS WERE MAILED 2/27/2024. I did confirm receipt of the package from TIme to Spa. I have since sent many (!) emails asking why my refund has not yet been credited to our credit card or a refund check. I have my receipts for my purchases as well as the US postal payment with insurance. The only response I keep getting is that refunds can take up to 6 weeks. Now it's 4/14/2024 and STILL no refunds!!

  Business response

  04/15/2024

   

   

  Hello ******,

   

  Please accept our sincerest apologies for the delay. Your refund, in the amount of $228.72 has been sent to *************** to be posted to your credit card. Please allow 5-7 business days for it to show on your account.

  Customer response

  04/15/2024

  We will be satisfied once the refund is received.

  Business response

  04/26/2024

   

  Refund was posted by Royal Caribbean on 4/17/2024 to ********************************* credit card ending 6180

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on the ****** cruise ship. they had a spa so I went to get a Dysport injection. They said it would last at least 9 months and it was better than botox. Later I found out this is not true. My husband did it as well. it didn't work for either of us. he got refunded and I did not. I was told lies by the provider and the product didnt work at all. I provided pictures as well.

  Business response

  04/11/2024

   

   

  Thank you for your feedback. Our medical director reviewed your before and after photographs and determined that the treatment was successful. We've provided him with your feedback and asked him to re-review your case.

   

  From: ****************
  Sent: Saturday, March 30, 2024 5:55 AM
  To: ***********************
  Subject: RE: ******************************* ************** Wish 3/15/2024
  
  You can see that the prominent platysmal band in attached photos is essentially gone in the after which is the result we are hoping for with this treatment.  So no refund is due.   
  
  *********************, MD

  Customer response

  04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will wait for the re-review process to occur. I am still interested in a full refund since I also performed the procedure under false pretenses. I was told the length and quality of the product was superior to botox and had a longer effect which is not the case.  
  
  Sincerely,
  
  *******************************

  Customer response

  04/11/2024

   
  Complaint: 21560732
  
  I am rejecting this response because, I need the full refund. I was told the Dysport would last over 9 months and it was better than botox. Both aren't true. When I receive the refund, I will close the case. I was told I would receive a refund for my husband's part about 2 weeks ago and I still haven't gotten that part refunded.
  
  Sincerely,
  
  *******************************

  Business response

  04/12/2024

   

  ********************,

  As discussed yesterday your before and after photographs have been sent back for re-review and I'll be in touch once the Medical team respond to me.

  As you were notified, please allow ***** days for your husband's refund to show on your statement. The refund is being provided to you by ****** Cruise Lines.
  

  Customer response

  04/12/2024

   
  Complaint: 21560732
  
  I am rejecting this response because:

  I didn't know it could take up to 45 days. I will leave the BBB ticket open until the re-review process is complete and I get a refund for my portion. thanks
  
  Sincerely,
  
  *******************************

• Initial Complaint

  09/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had two products shipped to my home from an order from a cruise I traveled on from 9-5-2023 thru 9-9-2023 and I paid for the products on the cruise and never received the order. Now Time To Spa is not willing to refund my money even though they sent me a picture of a delivered item that was not delivered to my house. Can you please help me with the refund for order shipped on 09-09-2023 with tracking number below to get my $120 that was paid in error back from this company since they did not provide the products that I paid for?Tracking Number: ************ for the above order.Thanks for your help.

  Business response

  11/01/2023

  Hello *****,

  I see that a refund is already being processed for your lost package, and a notification was sent to you on 9/25/2023. The refund was submitted to Carnival Cruise lines in the October 1, 2023 refund batch. As outlined in our correspondence, Carnival ask that you allow ***** days for them to post the refund to your credit card.

   

  Regards, ***********************

  Customer Service Manager
  

  From: *********************
  

  Sent: Sep 25 11:37 am
  
  Hello *****,
  
  We have submitted a refund request on your behalf in the amount of $149.40 for your products. Please allow ***** days to see the refund posted to the card used to settle your onboard account by Carnival **************************************************************************** Representative

  Customer response

  11/01/2023

   
  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.
  
  Sincerely,
  
  *************************

*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. ↩