ComplaintsforHighlands Day Spa

• Initial Complaint

  02/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Was quoted a price that was another $270 on top of the $230 and they illegally detained my identity card. They also threaten to call the authorities on me for not have enough money to pay them. They dont honor the price annd told me I was ant fault for it and All because someone else messed up and they lied about it

• Initial Complaint

  06/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Owning my own business, I completely understand how no shows are a huge inconvenience. I went to book an appointment for the spa online, and decided to wait a bit and book the appointment later on. I exited out of the website, not thinking that I had scheduled an appointment at all. I never received any confirmations through email or text, but ended up receiving a call from the spa the day of my appointment. I called back as soon as I could about half an hour into when my appointment would have been. I sincerely apologized, not realizing what I had done. I would have NEVER done this purposefully. I was charged 100% of my service that I could not receive. If I had known I would be charged, I would have gladly come in for my service. I completely understand how much of an inconvenience a no show is, but I have received text confirmations any other time I have booked with the Highlands but not this one. I felt as though this was a mistake on both ends, yet the manager, ********, hung up on me after insisting I must have received a text and refusing to work with me on the situation. I have always loved this spa, but this experience left a really bad taste in my mouth for their business. Mistakes do happen, and I am disappointed at how poorly this business has handled the situation. Occurred on 6/27/23 and the Highlands Day spa in ********** ***** charged $213 dollars to my card and are not willing to negotiate whatsoever.

  Business response

  06/28/2023

  Hi ******, 

  While we understand its frustrating to miss an appointment and be charged a No Show fee, theres accountability that needs to be taken for appointments that our clients book. By booking an appointment, you are choosing to take time on our books that could be booked with another client who would show up for that time. Our booking system has safeguards to protect against accidental bookings by having several steps that need to be taken before an appointment is confirmed. You have to select a service, select a service provider or first available, then select an available time, then check a box that says I understand my card will be charged if I cancel late or no show my appointment, then you log on with your account or create one and add a card on file. Only THEN are you able to book the appointment. Furthermore, its completely unacceptable to have a man call our desk staff to threaten them when you didnt get the answer you wanted. We will not be issuing a refund. 

  Customer response

  06/28/2023

   
  Complaint: 20247016
  
  I am rejecting this response because:
  It is a bummer because I have absolutely loved going to this spa and would have never done this purposefully. Although I understand that I would be held accountable, this was not all my fault. I never received any text confirmations of my appointment being booked. In the past, I have always received notifications from the spa but had yet to receive any in regards to my last appointment. If I had known I booked an appointment, I would have shown up to a service that I knew I was being charged for. I asked my boyfriend to call in hopes that it would be resolved because I was severely disappointed. There were no threats whatsoever from my boyfriends end. He was simply trying to find a kind solution, but then you proceeded to tell him that thats just how it is and hang up the phone on him. I have proof of the text confirmations from my previous appointments and also showing that there are no texts from this last appointment that I was charged for. I am confident that this will be resolved. Best regards. 
  Sincerely,
  
  ***********************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I get my nails done here multiple times every 2weeks&I can say that the attention to detail&quality has diminishing returns. The 1st mani I got was gr8 &the technician took her time making sure each nail was symmetrically shaped&adequately coated with a priming base coat&assured me the gel would last at least 2weeks. It did&I happily went back attempting to get the same quality. I learned that leaving tips did not seem to matter to my technician, who I liked. Despite the chipping that occurred after subsequent appointments I went back hoping to get an experience similar to first time. Instead what I got was an entire nail of gel polish falling off 3-days after my manicure. I called and was told I could come in the next day to have it fixed. I checked in the next day and some staff seemed confused stating I dont know whats going on. After briefly waiting in the lobby my technician took me back, showed me a gold bottle of polish (the honey like adhesive) and asked me if she used it. Instantly I realized this is why my last few manicures have barely lasted and start lifting off my nails within a few days, snagging my hair with rough edges. I told her no thinking she would redo my entire $70 mani that was missing a critical step I tipped >20% for. She painted it the same way she did previously which shocked me. I came in with a crooked fingernail on that same apt.& it was painted that way and not filed. Each time I attend and she is eager to leave &get a coffee based off of the comments she made. The experience has hurt my feelings as I like to get my nails done to reduce stress&feel more confident, I feel more like Im a burden&that my technician is not happy with the time it takes to do each step. I felt awkward when she told me about another staff members relationship ending due to infidelity&didnt know what to say. I also felt very uncomfortable when she told me her personal life arrangements.Today is day 7 since my full-mani&several of my nails are snagging.

  Customer response

  01/06/2023

  Hello !
  I was able to get in touch with a nice woman who spoke to management on my behalf and they have issued a refund. Will you please close out my complaint from case # ********
  
  
  Thank you!
  
  ***********************
  

  
  

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before Covid I made a bulk purchase of ten or eleven gift cards each to be redeemed for a 90 minute massage.Because of Covid this Spa temporarily closed and many of these gift cards were not redeemed.An employee named ******** had made assurances to me that because of Covid, our physical gift cards that were purchased pre-covid no longer had an expiration date.After ******** had given me this assurance, I called to schedule a massage appointment and a different employee, named Sky, said the gift cards are no longer valid because they said they had expired. I said this was unacceptable. Sky said she called the owner, named, ***** about the situation and Sky said she could re-issue brand new gift cards at a value of $75 each. I said this was also unacceptable because I had paid $90 for each of the gift cards. Sky said the reason for the $75 value was because the price of the 90 minute massages had since increased to $105.

  Business response

  09/07/2021

  Hello,

   Unfortunately, most of the information you have stated is false. You purchased 10 90 minute massages on March 22nd, 2019. You paid $75 each for these gift cards; we even gave you our loyalty card discount as discussed since you purchased the gift cards in bulk. These massages were $90 at the time. We also stated our gift card policy when you purchased them. All our gift cards for SERVICES expire 6 months from date of purchase. We have made MANY accommodations for most gift cards, since we were closed back in March-May 2020 due to COVID. this is the ONLY time we were closed, and we have been reopened for well over a year now. We made the decision July 1st, 2021 that all expired gift cards would only be redeemed for the value they were purchased at. The staff member you spoke to moved on to her other career in May 2021. That being said, 7 out of the 10 of your gift cards have been redeemed, either within the expiration date or with some accommodations from our staff, so your statement that 'most of these went to waste' is not true. You are now trying to redeem a gift card for a service you purchased over 2 years ago, and that same service is now $105, which is why we have SERVICE gift cards expire due to future price increases. We made the accommodation for you to allow you to use the Cash Value of your gift card, which is the $75 you paid or it, towards a service of your choice which is more than generous of us considering your treatment of our staff, especially given the fact that you had to be asked to leave due to your behavior in our establishment. We do reserve the right to refuse service to anyone, and I do not allow anyone to come in and verbally harass my staff.

  Due to the threatening behavior of this customer, we actually attempted to have him trespassed from our property, but he chose to hang up on a Police Officer when he was contacted by them. He also made threats about being a 'lawyer' (a search of the ***** and Washington boards proved that to be false) and that he would *** us over a $75 gift card, all while recording and yelling at our receptionist.

  You also stated to our receptionist that our allowance of using cash value far after the expiration date was not good enough, so we've blocked you from booking with us, and if you step foot on the property you will be trespassed. If you call us to harass our staff, I will file phone harassment charges against you. I take the safety of my staff seriously. 

  Customer response

  09/08/2021

   
  Complaint: 15804236
  
  I am rejecting this response because:
  
  The Highlands Day Spa gift certificate expiration dates violate the Federal Credit CARD Act of 2009. Gift cards, store cards, and gift certificates shall not expire in less than 5 years.I want the remaining unused gift cards to be refunded to me.
  
  *********************************

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