Complaints

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• Initial Complaint

  Date:09/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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.

  Hi! I scheduled a facial and massage appointment for my daughter on 9/27. I also had an appointment scheduled for a facial on the same day at some point, but I cancelled within 72 hours. My daughter and I had manicures and pedicures on September 6, in which the salon called and I spoke with **** personally to confirm the time (she needed to change the time once again, a couple days before the appointment, and she cited a conflict in scheduling. For 09/06, my daughter and I adjusted to the time change! For this appointment, I was sent a generated appointment slot from the business via email. No person called to confirm a time within one week of the appointment. Instead, I got two emails; one Friday (9/26) one at 1:50 PM and one (09/26) at 10:59 PM. On Saturday morning, the day of the appointment, I got another email at 10:54 AM (9 minutes into the appointment) and then another email asking where I was. NO PHONE CALL(S) were made by this business. I DO NOT CHECK MY EMAILS REGULARLY FROM FRIDAY-SUNDAY. When my mom and daughter showed up at the ticket time they were refused service and told my mom they were charging my card, which they did without my consent via a prior email with card information on it. They also charged my card the entire amount of $120.00. As you can see there are two different people on the schedule to perform service(s). This is disgusting business practices, and moreover, dishonest and unprofessional behavior.

  Business Response

  Date: 10/18/2025

  Thank you for your messages. We certainly understand that scheduling issues can be frustrating, and we want to clarify what occurred to ensure transparency.
  
  
  Our records show that your daughters appointment for September 27, 2025 at 10:45 AM was confirmed and several automated reminders were sent in advance through our scheduling software, Ovatu. A software that we have used since 2013. These emails included:
  
  
  A confirmation email reminder the day prior confirming the time and services booked.
  A Youre Booked In the day the appointment was booked and Your Appointment Has Been Confirmed notice 
  A reminder email confirming the same 10:45 AMtime slot.
  A follow-up email sent by our team that morning to confirm whether you were still coming since we had yet to hear from her.
  An email conversation earlier that week with her mentioning shed like to cancel her appointment that was booked at the same time but keep her daughters appointment
  An additional email when the second appointment was canceled also stating that appointment time. 
  
  
  
  
  Each email contained our cancellation policy, which requires 2472 hours notice depending on the length of service. When a booking is made, the client provides a credit card as acknowledgment and acceptance of this policy.
  
  
  Our spa does not confirm appointments or send reminders via phone callonly by email, the same method used successfully for your previous appointments which you showed up to and did not have an issue with. We also attempted to reach out the morning of the scheduled service when we hadnt received a response to the automated reminders. Preferred method of contact was email since that was the only way we received a response. 
  
  
  Because no cancellation or arrival occurred for the confirmed appointment, and the provider reserved that time and remained available for you, the no-show charge was processed in accordance with our posted policy.
  
  
  We do appreciate your feedback and have provided this full documentation to the Better Business Bureau as part of our response.
  
  
  Thank you for your understanding.
  
  
  Warm regards,
  Natural Glow Day Spa