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:06/17/2025

  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 purchased a float for myself and my husband in April for a June appointment. In May I was diagnosed with a skin and thyroid issue and my doctor advised that I should not participate because it could further irritate my skin condition and the magnesium in the Epsom salt that the use for the float could render a medication inactive. They would not give me a refund at all saying all sales are final. They told me I have a year to use the credit

  Business Response

  Date: 06/27/2025

  Please find attachment.  Thank you.

  Business Response

  Date: 06/27/2025

  Please find attached additional documentation.  Thank you.

  Customer Answer

  Date: 06/27/2025

  They are saying the my review was not factual. I did tell them that I would leave a review about heat happened and that is what I did. The man in the phone said, go ahead tell anybody you want. I do have a medical condition that would not allow me to float and they said under no circumstances will they refund me. I am not understanding how they can say my account was not accurate. They are calling me a lair and I am not. 

  Business Response

  Date: 07/08/2025

  Following up on our earlier correspondence, we provided complimentary non-magnesium services to the customer.  Note, two *************************** had been purchased one for customer and one for her husband.  As noted prior, the two floats may be shared or gifted to family or friends and they have up to one year from date of purchase to use.  For clarification purposes, our Cancellation Policy and Refund Policy are distinct and outlined separately on our website in two locations. Each has remained consistent since the beginning of our business ensuring transparency and trust in our services. Neither policy states refunds will be issued, but states all service sales are final.

  
  Refund Policy:
  While we make every effort to ensure our clients are as happy as they can be, please note, all service sales are final. We are a small business and cannot offer refunds on any used or unused appointments or sessions, service packages, or gift cards. No exceptions.

  
  Cancelation Policy:
  At The Salty Turtle, we take time and care to prepare for your scheduled appointment before your arrival and we are committed to providing you exceptional service. When a client cancels without providing proper notice, this prevents another client from being seen.
  Customers must notify The ********************************************* at least 24-hours prior to your appointment if you cannot make your service. We reserve the right to charge your card up to the full price of the scheduled service if proper notice is not provided.
  For double bookings, a credit card will be required in advance and a $25 fee per room will be automatically assessed if a 24-hour notice is not provided for the cancelation.

  
  While we understand that circumstances can change, our policy is designed to ensure transparency and fairness for all customers, so they are fully aware of a policy we have had in place for several years. We recognize that not every interaction may fulfil expectations, but we hope the customer will consider one of the alternative options that have been offered.

  
  

  Business Response

  Date: 07/08/2025

  Hi *******,

  We acknowledge the concerns raised in recent customer feedback and have strategically spaced our responses to mitigate escalating tensions or retaliation by the customer, which has been evident in the initial ****** review. We will reassess our next steps after today's post to the customer.

  Please find additional attached.

  Thank you!

  Business Response

  Date: 07/08/2025

  Please find attached email documentation. Unfortunately, I was unable to upload the actual original email correspondence to our shop from the customer in June.

  Thank you

  Customer Answer

  Date: 07/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I will not be using the credit nor will I be passing the credit along to friends or family. I understand all sales are final. 
  
  Regards,
  
  ******* **********