Complaints

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• Initial Complaint

  Date:05/16/2023

  Type:Product 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.

  On January 26, 2023, I was sold a package of 5 spa treatments from Nouvelle D'Spa for $1,672.50. At the time of the sale, I was told that the products were safe for pregnancy as I am currently pregnant. Upon consulting my doctor the next morning, I was informed by the doctor that she did not feel that the products/services were safe for pregnancy. I immediately called the merchant and was transferred to a manager who said that she would refund the services. However, she did not do this, so I submitted a dispute to my credit card company. Nouvelle DSpa then provided the receipt to the credit card company as a means to challenge my dispute. When I called teh company again, they denied that they had challenged my dispute and said that they had refunded. Later in the call they changed their story and said that they actually were not going to refund me. Subsequent to this phone call, I have placed over 15 calls to the merchant and have been promised a call back every time, and have never received a call back at all.

  Business Response

  Date: 06/10/2023

  Hi,

  Customer bought a package for a series of services at our location. She was oriented about our sale/return/refund policy, and attached you can find the credit card authorization for were that policy is present. It states that every sale is final no refunds or money back. Our treatments are safe for pregnant women, there some that are not, but when we spoke to ***** we explain to her she was able to do the process. We also gave her other options to use the money as a credit in other services, products or put the package on hold until she gave birth. 

  When the claim was submitted through the credit card company it did not went through because the document authorizing the transaction is signed and the policy is stated. 

  Nonetheless ***************************** has used the package and has an upcoming appointment on June 16, 2023 as you can see on the attached customer appointment report. We are not able to move forward on the complaint when the customer is booking appointments to use the services and we are complying with our policy. 

  I remain at your disposal.

   

  Regards,

   

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

  COO

  Nouvelle D' Spa

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20063947
  
  I am rejecting this response because: I only just called yesterday to schedule an appointment as a test because previously they would not even answer my phone calls. I will proceed to cancel the appointment immediately so that I can receive the refund. I was not notified of the return policy and the signature on that document does not belong to me. The signature on the receipt is mine. Additionally I have never spoken to anyone who has told me that it is pregnancy safe and it is my doctor who told me that it is not. Finally, I have never spoken to anyone who has told me I could use the credit for other services. In fact, I have never spoken to anyone at Nouvelle spa. When I call they either pretend to not speak English or they say a manager will return my call but then I never receive a return call. Please advise on how to proceed. It is convenient that they respond this morning after I called yesterday to see if they would even accept my appointment booking. Very funny. 
  
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  Business Response

  Date: 06/20/2023

  Customer indicate she has never spoken to someone at the location, but on her previous complain she states that she spoke to a Manager and was told that a refund was going to be placed. She also says on the original complaint "I was told that the products were safe for pregnancy" and on this new complain states "Additionally I have never spoken to anyone who has told me that is pregnancy safe". There is a lot of contradiction on the statements presented by the customer. We have only submitted our documentation validating the transaction with the customer. Our forms are digital, are sent by email and/or text to the client and he or she signs. Our no money back and no refund policy is stated on our website, at our location, on our promotions, on our appointment website and on every form sent to the customer as the attached contract shows. Customer also stated that signature on the receipt is hers, and by signing every customer accepts the company's policies and terms. We still can offer the customer a credit open to be used for any other services, with a one year expiration date to be redeemed. We have gave her options and are open to continue offering options. But we stand by our no refund/no money back policy as we do with every client. 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20063947
  
  I am rejecting this response because: there is no response here but more excuses. My assistant spoke to the manager not me. No one has ever returned my phone call. The service is not pregnancy safe. Ive attached two easy online searches that show that it causes cranial bleeding in fetuses. Its honestly disgusting that you would try to sell such services to a pregnant lady just to make a buck. 
  
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