Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Date of the transaction is May 13th, this is a pottery class fee of Terra Incognito Studio.?They changed their refund policy after I asked for a refund. It changed from 'No refunds once classes have started' to 'No refunds given unless canceled 10 business days prior to class starting.'One staff member initially promised me a refund because I requested it before the class started, but they suddenly changed their mind and said no refund two weeks after. After I complained, I only received a partial refund of $150 out of $350, with a comment stating it is a goodwill refund.They didn't respond to my emails, and I never received any written confirmation email for a refund that I can use as evidence later. Even when I left a voice message, they didn't contact me. I had to call them multiple times till they answer.There's another staff member named B who is incredibly rude; She even hung up the phone call while I was explaining my situation regarding a full refund. Moreover, she never provided me with her full name, which is even more suspicious.Also, they only accept PayPal, not credit cards, which makes it difficult for consumers to dispute charges.

  Business Response

  Date: 06/06/2023

  Customers class was scheduled for Sunday, May 21st  starting at 2:00 p.m., which she had registered and paid for on May 13th. She called to cancelled her class at 3:23 am on the day of the class, her lengthy voicemail explained that she would be cancelling due to transportation issues from her home to our location. She stated she felt unsafe using public transportation through a dangerous neighborhood. It is unfortunate that the did not consider this or alternative methods of transportation when she signed up for the class, as transportation is not something we are responsible for.
  While it is true that we have updated our refund policy, our previous policy did not allow for refunds, but did state that other arrangements for classes could be made (i.e. change to another date/time) or exchange for merchandise. Neither policy guarantees a refund.
  Customer paid via PayPal and filed a complaint through PayPal. The PayPal issue was resolved in our favor and we owed her no refund.However, understanding that the customer was young, inexperienced, and upset,we refunded a partial payment of $150.00 as a good will gesture. This apparently was an error on our part, as it gave her the indication that we felt we were in error and should have refunded the entire amount. That is when all the harassing emails and calls started coming in. It is true she spoke to *** and explained her situation. Although we apologized and told her that there would be no additional refund, she continued explaining the same issue again and again. As the appeared there would be no end it the call, we wished her well in her future endeavors and ended the call.
  Finally, as for the payment method, customer paid via PayPal. There is an option to pay via credit card which is spelled out in the payment method section when selecting a class as well as in PayPal when you go to check out.
  We have been in business for over 30 years and have never had an issue or a customer like this.

  Customer Answer

  Date: 06/11/2023

   
  Complaint: 20140991
  
  I am rejecting this response because: 
  
  The content of their claims is different from what I experienced. Firstly, I will explain the overall situation and then highlight the reasons why their claims are incorrect.
  
  I recently moved to ******* and heard concerns about the safety of the South Side. To ensure my safety, I enrolled in classes at a studio in Oak Park, accessible by subway. I applied for the class on May 13th, after confirming the return policy that stated No refunds once classes have started.
  
  However, the day before the class on May 20th, I discovered that I had to pass through Garfield Park, a dangerous area, to get to Oak Park from South Loop without a car. Worried about my safety, I checked the policy again and tried to cancel before the start of the class.
  
  To cancel, I initially contacted them via email through their website at 3:23 AM on May 21st. Since there was no response in the morning and the class starts at 2pm, I called them at 12:00 PM after their open hour. I left a voicemail and waited, but there was no response. Feeling anxious, I made three more phone attempts at 12:14 PM, and finally, at 12:28PM, a female staff member answered the call. (Evidence1 - CallHistory_May21st: Their phone number is *************).
  
  Due to safety reasons, I explained my situation and sincerely apologized to the staff member. She understood my situation as someone who had just arrived in *******, promised a full refund, and said will leave a note for the person in charge. As I received this promise two hours before the class started, I did not attend on May 21st. 
  
  After the call, I tried to receive written confirmation but was unable to reach them.(Evidence2-CallHistory_May20_21) Trusting the studio, I waited for a response. However, as the week passed without any refund or contact, I called on Friday, May 26th, but received no response. (Evidence 3 - Callhistory_May26) Becoming suspicious, I filed a dispute through PayPal.
  
  The studio declined the refund, so on Wednesday, May 31st, I called again and spoke with a staff member named "Bee." She became very aggressive after I told her my name. But I explained my situation very calmly, expressing my desire to attend the class but being unable to pass through a dangerous area alone without a car. *** said she would refund part of the payment, and since she seemed calmer after hearing about my situation, I decided to first confirm the amount and discuss the possibility of a full refund later. I hung up to wait for confirmation of the refund amount 
  
  Later, I received a partial refund of $150, along with a comment It is a goodwill refund. Since another staff member had promised a full refund and I had waited for two weeks, I thought the change in their decision was unfair, so I called them again. I expressed gratitude for considering the refund and explained the previous promise of a full refund. However, Bee interrupted me and abruptly ended the call. (Evidence 4 - Callhistory_May31)
  
  
  Now, I will address the false claims made by the studio in their response:
  
  
  <False Claim 1: She called to cancel her class at 3:23 am>
  I only contacted them via email at 3:23 am. I called them and left a voicemail after their opening hours. (Evidence2-CallHistory_May20_21).
  
  <False Claim 2: Our previous policy did not allow for refunds, but did state that other arrangements for classes could be made (i.e. change to another date/time) or exchange for merchandise.>
  Thankfully, I found cached refund policy records through a ****** search after they deleted the original policy, which contradicts their statement. The previous policy allowed for a refund even if it was an hour before the class.

  (Evidence5_theOriginalRefundPolicy)
  No refunds once classes have started. even if it was two hours before the class, I could contact them and receive a refund. I received a promise of a refund from a female staff member due to this policy.

  (Evidence6_NewRefundPolicy)
  "No refunds given unless cancelled 10 business days prior to class starting." This prohibits me from receiving an urgent refund. As they stated, I applied for this class on the 13th. If this policy had been in place when I applied, I would not have applied without reassurance. I am curious why they changed the policy on their website after I received a promise of a full refund from their staff and while I was waiting for the refund.
  
  <False Claim 3: Neither policy guarantees a refund.>
  During a phone call with their staff member, I received a promise of a full refund with their original refund policy on May 21st at 12:28 PM. (Evidence 1 - CallHistory_May21)
  
  
  <False Claim 4: That is when all the harassing emails and calls started coming in.>
  After Bee ended the call, I did not make any further phone calls. Two phone calls with Bee were minimal efforts to assert my consumer rights, not harassment. If it is needed, I will contact ******* to get my call history for 45 days. If the studio has evidence that I harassed them with emails and calls, please show it. (Evidence 7_1,2,3 - CallHistory_May30toJun7).
  
  
  <False Claim 5: Although we apologized and told her that there would be no additional refund, she continued explaining the same issue again and again.>
  Bee was very upset with a full refund and did not apologize to me at all. I tried to explain the promise of a refund made by their staff before but she abruptly ended the call saying wish me well in my future.
  
  
  <False Claim 6: Finally, as for the payment method, the customer paid via PayPal. There is an option to pay via credit card which is spelled out in the payment method section when selecting a class as well as in PayPal when you go to check out.>
  There is no direct option to pay with a credit card without using PayPal. Even if I used a credit card, it would still be processed through PayPal as a credit card payment (Evidence8_noOptionOtherthanPayPal).
  
  
  I also contacted PayPal regarding this case. 
  PayPal informed me that this is a matter between me and the studio, and they cannot verify the refund through a phone conversation. They stated that written communication such as email is necessary. However, the studio did not provide any response regarding the refund details that could be submitted as evidence via email. Therefore, PayPal recommended that I contact the Better Business Bureau (BBB) for a fair investigation and requested that I contact them again after the outcome is determined.
  

  
  I also have never encountered a studio that is emotionally reactive towards customers, fails to communicate via email, provides false testimony of harassment, and unilaterally changes the refund policy.
  How can consumers trust and purchase services from a company that changes refund policies as they please after the purchase? I kindly request a fair judgment.
  
  Thank you.
  
  Sincerely,
  
  ****** (******) ***