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Business Profile

Spa

The Woodhouse Day Spa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:02/19/2024

    Type:Product Issues
    Status:
    Answered
    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.
    On 2/10/24 I purchases 2 services from the Wwodhpuse Day Spa in ***********. The website gives you the option of placing money on a Gift Card, or buying specific services. I bought services; specifically I bought a 25 minute massage and a 50 minute deep tissue massage. Today is 2/19/24. Since my date of purchase, The Woodhouse Day Spa drastically increased their prices. The two services I paid for now would cost $240.00. We (my girlfriend) went online to schedule an appointment and noticed that the prices were increases. I called The Woodhouse Day Spa to confirm that they will honor my purchase. They said they will not. They will not give me a refund and they will bot provide the 2 services. I bought the services for Valentines day. Once Valentines day passes, once they collected the money, they raised their prices. If I want the 2 services I bought, I would have to pay an additional $83.00. I was told that I would receive a call from the General Manager. I received a call from someone who spoke to the General *******. As of 02/19/2024 at 05:30pm, I did not receive a call from the General Manager. My concern is that The Woodhouse Day Spa collected money from Valentines day and then raised their prices in order to get out of their commitment. Please see attachment to confirm I paid for 2 services. Thank you for your time.

    Business Response

    Date: 02/28/2024

    Hello *******,

    We appreciate the opportunity to address the concerns raised by the customer regarding their recent experience with The Woodhouse Day Spa in ***********. Upon reviewing the details provided, we would like to offer clarification on the matter.
    On February 10th, 2024, the customer purchased an online gift card from our spa. However, it's important to note that our prices were updated on February 19th to ensure alignment with the current market standards.
    We understand the customer's frustration regarding the price increase after their purchase. However, it's our policy, in line with our franchisor guidelines, and industry standard practice that gift cards are non-refundable. This policy is clearly communicated on our website and is stated on the back of every gift card.
    Despite this policy, we made efforts to accommodate the customer by offering to apply the value of their gift card, which remains at $157, to any other service of their choosing at our spa. This would have allowed them to still enjoy the benefits of their purchase without incurring additional costs. However, the customer declined this option, insisting on a refund.
    We want to assure the customer that the value of their gift card remains intact and can be utilized at any other Woodhouse location. We regret any inconvenience this situation may have caused and remain committed to providing exceptional service to all our customers.
    Thank you for bringing this matter to our attention, and we appreciate the opportunity to address it. If the customer has any further questions or concerns, we encourage them to reach out to us directly.
    Sincerely,

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

    General Manager/ The Woodhouse Day Spa - ********, **

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

     

The Woodhouse Day Spa is NOT a BBB Accredited Business.

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