Complaints

• Initial Complaint

  10/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought two different packages for 15 face and body massages for me and my daughter. No one told me that these were non refundable. As a matter of fact, if you pay as you go, as long as you cancel within a certain time frame you do not have to pay for the massage. We had the company cancel our appointments or change our appointments 5 different times in only a short 2 week period. Today, I was supposed to go in at 12 for an appointment (#4 of 10 I purchased) and someone texted and told me it was at 1. Turns out it was all a mistake and I was supposed to be there at noon. They apologized and offered an add on to the next massage as a gift for the inconvenience. Then they messaged and said Nevermind, they are going to charge me for the massage (even after they have messed up multiple times in the past!!) and then sent text messages saying it was all my fault. I reminded them of how many times they have messed up with their weird texting system, and we went back and forth. I told them cancel the rest and send me a refund for massages not used, and they HAPPILY canceled the massages but told me their policy (which is nowhere to be seen as I paid in person and wasn't told to me when I paid!) was no refunds. They are very happy to cancel my appointments because they can fill those times and make double. They also have their Venmo account in office to use for payment but it is a PERSONAL account, and not a business account so there is zero protection for the buyer! I obviously didn't know that or I would have NEVER used Venmo! Even the Venmo customer care guy was shocked by this, and said this was a terrible thing for a business to do. A business should always have a business account set up so a customer is protected in times of dispute!Offering me more massages doesn't help as my relationship is ruined with the therapist and a massage is supposed to be relaxing and stress free. This is the opposite!

  Business response

  10/17/2023

  We are very sorry about your experience, although, the thing that you have conveniently  forgotten to mention was the fact that Youre the one who started this whole situation when you failed to show up for your appointment today that was booked weeks ago, despite our 24 hour cancellation/rescheduling policy. 
  
  You decided that you didn't want to pay for the appointment today, saying that it was our customer services fault because we had reminded you about your upcoming appointment for next week this afternoon, and you got your appointments confused. Even though was your mistake, we were willing to reschedule for you as a one-time courtesy, but all you wanted was sending us messages with very hostile language and YELLING - and we have it all in writing if you need a reminder.)
  
  We had already reminded you of your appointment that you missed today and you seem to have gotten the 2 confused. Youve also forgot to mention that we offered to schedule you a new session even though you had violated our policy, by missing your appointment with no reasonable explanation. 
  
  With all that said, it is stated clearly in our policies (that were agreed upon by you) that our massage packages are Not refundable because you conveniently had only paid 2/3 of the price of a regular session. 
  
  Thank you so much for taking your time to share your opinion with us.

  Customer response

  10/17/2023

  Complaint: 20735507
  
  I am rejecting this response because:

   

  this refund policy is NOT clearly posted anywhere! It was in NO WAY told to me when I purchased 15 sessions for myself and my daughter. 
  

  It is absolutely a scam to act like the 4 sessions I used out of the 15 I prepaid for would equal $3000! They do not! You have REBOOKED those times for other clients so there is no reason to not refund me.  
  This business pushes packages, then creates issues with clients, making them not comfortable to continue and then happily cancels their appointments while hiding behind a "no refund" policy that I was not told about to begin with! I stood in an office and paid over a computer- there is no where to sign or even read that such a policy exists. 
  but the business gets to charge these prices and then cancel the client and book someone else, which makes them double!

   

  not only that, but they use a personal Venmo account to take funds, NOT a business account so there is no protection for the client! The customer service agent with ***** told me straight out that is what scammers do, and filed a "scam complaint" against this business. The name on Venmo is Brazilicious Beauty Spa but it is registered as an individual and personal account. This is against the policy of Venmo as well, as they are advertising this account in the business storefront as being a company account. 

   

  
  
  Regards,
  
  *********************

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