Complaints

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 100 dollar massage from the company. Their expiration date is until Dec of 2023. Called to make my appointment, and they are short staffed and cannot honor the massage purchase. Spoke with a ****** for the first few days, and his suggestion was it would to be wise for my wife to settle for other options that come available. I asked if it could be possible for them to extend their expiration date, since this is no fault of mine, and I have been ignored now for 8 days. I have sent other emails, but no response.

  Business response

  11/28/2023

  We have just received this letter via mail in regard to this complaint. This is a very busy time of the year with everyone trying to get in and use their gift certificates from last year. We are getting cancellations periodically and are rebooking immediately. Jackson Massage and Day Spa does not book appointments online but by phone only. ******************** was asked in one of the emails for someone to call and put the client on the cancellation list with a good contact phone number but to no avail. We prefer to talk with the person booking the appointment so that we know a good day and time to call when/if we get a cancellation and to make sure there is no confusion on appointment date and time. We do offer a variety of services and products that the gift certificates can always be put towards. We are also letting the clients know that we can book into January once those schedules open up. Once again, we cannot book a client that we have no phone number or any contact information on. Jackson Massage and Day Spa does try to accommodate all clients within reason and as soon as possible. Below you will find the emails that were sent: 

   
  
  **********************;<********************>
  To:***************************************************************
  
  Mon, Oct 23 at 2:36 AM
  
  
  
  Can someone explain to me please how my wife tried to book a massage that Ive already paid for, and was told you were booked up for the rest of the year. So the gift certificate that I bought her is no good? I understand youre short staffed right now, but I cant understand why I have to be out 100 bucks because no one is able to give her a massage. Can someone please get back with me asap. This would have been the 6 or 7th massage with your company, and until now, she has always been pleased. 
  
  Sent from Yahoo Mail for iPhone
  
  
  
  
  ****** King <***************************************************************>
  To:*************************
  
  Mon, Oct 23 at 9:06 AM
  
  
  
  Good morning ********************. Yes, we are currently booked through the end of the year, however, we are getting cancellations periodically. We always offer the client to be put on the waiting list for a cancellation or can use the gift certicate for other services and just use it for the amount. In addition to massages, we also offer facials, water services (vichy shower, mud treatments, body polish), manicures and pedicures. 
  Jackson Massage and Day Spa
  Show original message
  
  
  
  
  **********************;<********************>
  To:*********************
  
  Mon, Oct 23 at 7:35 PM
  
  
  I understand you have other options, but a massage is what it was meant for. How is she supposed to check about cancellations? Or how do I put her on the waiting list? Sorry if I come across snippy, its just hard for me to understand how I the customer have to eat a $100 loss, that Ive already given you, because of staffing issues with the business. 
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  
  ****** King <***************************************************************>
  To:*************************
  
  Tue, Oct 24 at 10:15 AM
  
  
  
  Someone will need to call ************ to put her on the cancellation list with a good contact phone number, so when we do get a cancellation we can reach someone in regards to this. Also, it would be wise to be open with what comes available. We may not have a 90 min opening, but could maybe do an hour plus an add on treatment for the $100. 
  Thank you
  
  
  Show original message
  
  
  
  
  **********************;<********************>
  To:*********************
  
  Tue, Oct 24 at 7:36 PM
  
  
  I would be fine with a one hour and having a split for something else. But I also do not understand why you cant just let her redeem her gift certificate when you have an opening. Im not asking for a refund. Just forget about the expiration on her barcode and let her pick a day that you have an opening. I understand you cant help staffing issues, we work in healthcare, so we see it everyday also. 
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  
  
  
  
  
  
  **********************;<********************>
  To:*********************
  
  Tue, Oct 31 at 7:42 PM
  
  
  So it has been 7 days since our last correspondence. Im checking to see if youve considered my request for extending your deadline on expiration of my gift certificate? Will be glad to call and book a date that is convenient for your staff. Thanks
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  

  Business response

  11/28/2023

  We have just received this letter via mail in regard to this complaint. This is a very busy time of the year with everyone trying to get in and use their gift certificates from last year. We are getting cancellations periodically and are rebooking immediately. Jackson Massage and Day Spa does not book appointments online but by phone only. ******************** was asked in one of the emails for someone to call and put the client on the cancellation list with a good contact phone number but to no avail. We prefer to talk with the person booking the appointment so that we know a good day and time to call when/if we get a cancellation and to make sure there is no confusion on appointment date and time. We do offer a variety of services and products that the gift certificates can always be put towards. We are also letting the clients know that we can book into January once those schedules open up. Once again, we cannot book a client that we have no phone number or any contact information on. Jackson Massage and Day Spa does try to accommodate all clients within reason and as soon as possible. Below you will find the emails that were sent: 

   
  
  **********************;<********************>
  To:***************************************************************
  
  Mon, Oct 23 at 2:36 AM
  
  
  
  Can someone explain to me please how my wife tried to book a massage that Ive already paid for, and was told you were booked up for the rest of the year. So the gift certificate that I bought her is no good? I understand youre short staffed right now, but I cant understand why I have to be out 100 bucks because no one is able to give her a massage. Can someone please get back with me asap. This would have been the 6 or 7th massage with your company, and until now, she has always been pleased. 
  
  Sent from Yahoo Mail for iPhone
  
  
  
  
  ****** King <***************************************************************>
  To:*************************
  
  Mon, Oct 23 at 9:06 AM
  
  
  
  Good morning ********************. Yes, we are currently booked through the end of the year, however, we are getting cancellations periodically. We always offer the client to be put on the waiting list for a cancellation or can use the gift certicate for other services and just use it for the amount. In addition to massages, we also offer facials, water services (vichy shower, mud treatments, body polish), manicures and pedicures. 
  Jackson Massage and Day Spa
  Show original message
  
  
  
  
  **********************;<********************>
  To:*********************
  
  Mon, Oct 23 at 7:35 PM
  
  
  I understand you have other options, but a massage is what it was meant for. How is she supposed to check about cancellations? Or how do I put her on the waiting list? Sorry if I come across snippy, its just hard for me to understand how I the customer have to eat a $100 loss, that Ive already given you, because of staffing issues with the business. 
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  
  ****** King <***************************************************************>
  To:*************************
  
  Tue, Oct 24 at 10:15 AM
  
  
  
  Someone will need to call ************ to put her on the cancellation list with a good contact phone number, so when we do get a cancellation we can reach someone in regards to this. Also, it would be wise to be open with what comes available. We may not have a 90 min opening, but could maybe do an hour plus an add on treatment for the $100. 
  Thank you
  
  
  Show original message
  
  
  
  
  **********************;<********************>
  To:*********************
  
  Tue, Oct 24 at 7:36 PM
  
  
  I would be fine with a one hour and having a split for something else. But I also do not understand why you cant just let her redeem her gift certificate when you have an opening. Im not asking for a refund. Just forget about the expiration on her barcode and let her pick a day that you have an opening. I understand you cant help staffing issues, we work in healthcare, so we see it everyday also. 
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  
  
  
  
  
  
  **********************;<********************>
  To:*********************
  
  Tue, Oct 31 at 7:42 PM
  
  
  So it has been 7 days since our last correspondence. Im checking to see if youve considered my request for extending your deadline on expiration of my gift certificate? Will be glad to call and book a date that is convenient for your staff. Thanks
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  

  Business response

  11/28/2023

  We have just received this letter via mail in regard to this complaint. This is a very busy time of the year with everyone trying to get in and use their gift certificates from last year. We are getting cancellations periodically and are rebooking immediately. Jackson Massage and Day Spa does not book appointments online but by phone only. ******************** was asked in one of the emails for someone to call and put the client on the cancellation list with a good contact phone number but to no avail. We prefer to talk with the person booking the appointment so that we know a good day and time to call when/if we get a cancellation and to make sure there is no confusion on appointment date and time. We do offer a variety of services and products that the gift certificates can always be put towards. We are also letting the clients know that we can book into January once those schedules open up. Once again, we cannot book a client that we have no phone number or any contact information on. Jackson Massage and Day Spa does try to accommodate all clients within reason and as soon as possible. Below you will find the emails that were sent: 

   
  
  **********************;<********************>
  To:***************************************************************
  
  Mon, Oct 23 at 2:36 AM
  
  
  
  Can someone explain to me please how my wife tried to book a massage that Ive already paid for, and was told you were booked up for the rest of the year. So the gift certificate that I bought her is no good? I understand youre short staffed right now, but I cant understand why I have to be out 100 bucks because no one is able to give her a massage. Can someone please get back with me asap. This would have been the 6 or 7th massage with your company, and until now, she has always been pleased. 
  
  Sent from Yahoo Mail for iPhone
  
  
  
  
  ****** King <***************************************************************>
  To:*************************
  
  Mon, Oct 23 at 9:06 AM
  
  
  
  Good morning ********************. Yes, we are currently booked through the end of the year, however, we are getting cancellations periodically. We always offer the client to be put on the waiting list for a cancellation or can use the gift certicate for other services and just use it for the amount. In addition to massages, we also offer facials, water services (vichy shower, mud treatments, body polish), manicures and pedicures. 
  Jackson Massage and Day Spa
  Show original message
  
  
  
  
  **********************;<********************>
  To:*********************
  
  Mon, Oct 23 at 7:35 PM
  
  
  I understand you have other options, but a massage is what it was meant for. How is she supposed to check about cancellations? Or how do I put her on the waiting list? Sorry if I come across snippy, its just hard for me to understand how I the customer have to eat a $100 loss, that Ive already given you, because of staffing issues with the business. 
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  
  ****** King <***************************************************************>
  To:*************************
  
  Tue, Oct 24 at 10:15 AM
  
  
  
  Someone will need to call ************ to put her on the cancellation list with a good contact phone number, so when we do get a cancellation we can reach someone in regards to this. Also, it would be wise to be open with what comes available. We may not have a 90 min opening, but could maybe do an hour plus an add on treatment for the $100. 
  Thank you
  
  
  Show original message
  
  
  
  
  **********************;<********************>
  To:*********************
  
  Tue, Oct 24 at 7:36 PM
  
  
  I would be fine with a one hour and having a split for something else. But I also do not understand why you cant just let her redeem her gift certificate when you have an opening. Im not asking for a refund. Just forget about the expiration on her barcode and let her pick a day that you have an opening. I understand you cant help staffing issues, we work in healthcare, so we see it everyday also. 
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  
  
  
  
  
  
  **********************;<********************>
  To:*********************
  
  Tue, Oct 31 at 7:42 PM
  
  
  So it has been 7 days since our last correspondence. Im checking to see if youve considered my request for extending your deadline on expiration of my gift certificate? Will be glad to call and book a date that is convenient for your staff. Thanks
  
  
  Sent from Yahoo Mail for iPhone
  
  
  Show original message
  
  
  
  

  Customer response

  11/28/2023

   
  Complaint: 20823186
  
  I am rejecting this response because: the spa neglected to post that 2 other emails that ****** blatantly ignored responding to me. I have and will continue to post every place I see a review ability for your business. I have bought 2 to 4 massages at this business for the last 11 years that I have been married. Never until now expected this much of a runaround just to collect on something I PURCHASED from you. No further communication is needed from the spa. I will never spend another dime with the business, and from Calvins responses, I can see that the business doesnt need or want my money.
  
  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. ↩