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:01/06/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I attempted to purchase a service on the business website on December 12, 2022. The site would not allow me to input my gift card information therefore I contacted a representative via the page chat. I received a response and communicated that I wanted to schedule a service for Thursday December 15 at 11:00 a.m. I was asked had I been to the spa before, I responded yes. The representative stated she remembered me, confirmed the appointment and stated she would put be on the schedule for Thursday and I responded, "I will see you at 11:00. Upon arrival on Thursday, December 15, there appeared to be no one at the location. I called and remained outside of the facility 15 minutes then called again. No one answered the phone so I left a message and no one returned the call. I text and no response. I received a message a few days later staying that there was a family emergency. A few weeks later, I was asked if I wanted to schedule another appointment or give the gift card to someone else. I had already informed the representative that I would like a full refund which I am being refused. The business has already received the money for the gift card. This is the second time I have experienced a scheduling issues with this business. The service was not provided on the day of the appointment nor was I give prior notification of a cancelation. Therefore, the burden does not fall on the customer.

  Business Response

  Date: 01/09/2023

  The customer's son purchased a gift card for her on March 6, 2022. The customer has been to the spa before & used half of the gift card funds. The customer then reached on via ****** to schedule another appt for December 15 at 11:00am. I responded to her to let her know there will be an email confirmation sent to over after a deposit was received. She stated she had more funds on her gift card, which we were aware of, although our spa policy does require a deposit to book any appointments & from there a confirmation of the booking is sent via email. We did not receive a deposit so her booking was never on our schedule for that particular day & neither did she receive confirmation via email nor verbally the day before (which she know is a policy of ours we do for all customers). We suppose the client showed up for an non-booked appointment & no one was there (due to us currently being an 'appointment only' facility. There was a urgent family emergency on that day so when we received a message from the client we responded and explained the family emergency & told her there was a miscommunication with our policies. I informed her that she could schedule & gave her the upcoming availability. She stated she wanted a refund. Although, we do not refund gift cards. I gave her an option to still come in for an appt or someone else could use her funds if she did not want to come (which is outside of our normal policy, as well but for her we were willing). The offer still stands. There was never any second attempts/issues. The client has only been to our spa once. She kept saying to me that she would reverse the credit card charge & get all of her money back that was spent on the gift card. Although,she has already received $200 worth of services when she first came to the spa in July 2022.

  Customer Answer

  Date: 01/11/2023

  It is apparent that the owner has attempted to make this situation appear to be a normal misunderstanding and place the blame on the customer. As indicated by the documentation, I mentioned that I could not use my gift card online (to schedule the appointment), which is why I used the message option in the first place. The owner is not being truthful. She didnt mention the no refund until later in the dialogue. Struggling companies usually respond this way. The owner is still communicating that her emergency was the customers loss and has no backup option to inform a customer if she cancels. The message documentation conflicts with the owners response. Because the owner lied in the last response, we can ********** a judge decide. I will no longer tolerate business doing what they want at the expense of the customer.

  Business Response

  Date: 01/18/2023

  Upon further review & consideration, after multiple threats and unruly behavior from the recipient, Essence of J'adore has decided to end any and all service requests from this individual and refund the actual purchaser of the gift card in the remaining amount. We do extend our apologies to the purchaser for the incovenience this may have caused. The purchaser will be informed of this resolution via email.

  Customer Answer

  Date: 01/19/2023

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