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Business Profile

Spa

Spasation Salon & Day Spa - Kingsway Mall

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:30/10/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 October 21st I went to the spasation located in kingsway mall to get my hair cut and styled. I showed the stylist ****** a very clear photo of what I wanted. From the beginning she seemed very rude but I brushed this off. After a very rough hair wash, and extremely rough brushing of my scalp she began cutting my hair. Had I known I was going to walk out crying looking like I let my child cut my hair, I wouldn't have stepped foot into the salon. ****** cut my hair way shorter then I requested and showed her. My bangs were cut above my eyebrows and extremely crooked. When I went to the till crying saying I didn't think it was fair for me to pay $70.00 for such a horrible hair cut the ladies reply was "oh and we can't fix it because it's already to short". They proceeded to call the assistant manager who had just stepped out for her lunch. When she came back she was extremely snippy and rude, annoyed that my experience interrupted her lunch and immediately stated they required full payment and that I could reach out to the manager to complain and get a refund. I had my children present so I didn't want to make a scene. It has been a week, I have reached out to both head office and the manager of the salon with no reply. When I called the manager I was told they could offer me a "complimentary haircut" which unfortunately doesn't change that I left looking really bad and very upset.

    Business Response

    Date: 01/11/2023

    Dear ******** ******** & ****** ******** ****** 

    We would like to address your recent *** Customer Review submitted on 10/30/2023 regarding your experience at Spasation Salon & Day Spa - Kingsway Mall. We sincerely value your feedback and would like to clarify our efforts to resolve the situation.

    Firstly, we apologize for any inconvenience or dissatisfaction you may have experienced during your visit. We take customer feedback seriously and strive to provide the best possible service.

    Upon reviewing your case, we would like to confirm that we have made several offers to address the issues you encountered. We have extended multiple offers for you to return and have the service redone to your satisfaction. We genuinely want to make things right for you.

    Additionally, we have also offered you a refund on a gift card, which can be used as a dollar value for any of our services at any of our locations. Our intention is to provide you with flexibility and convenience in choosing the service that best suits your needs.

    Your satisfaction is important to us, and we want to ensure that your experience with Spasation Salon & Day Spa meets your expectations. We kindly request that you get in touch with us to discuss the details of your visit, so we can take the necessary steps to rectify the situation and provide you with the service you deserve.

    Please contact us at your earliest convenience, and we will be more than happy to assist you. You can reach us at [your contact information] or via email at [your email address]. We are committed to resolving this matter to your satisfaction and look forward to hearing from you soon.

    Thank you for considering our offer to make amends, and we appreciate your feedback as it helps us improve our services.

    Best regards,

    Customer Answer

    Date: 01/11/2023


    Complaint: 20798474

    I am rejecting this response because:

    It took a week to get a reply from your company and only AFTER I submitted a complaint to the ***. 

     

    as I stated in my reply to the email you FINALLY sent me. I do NOT want a gift card as I have no intentions on returning to your company for any products or services. Your staff and the way you handled this situation was appalling. 

    As stated, I would like a refund. Not on a gift card as that is NOT how I paid. So that I can spend my money on a salon that cares about their clients and is able to follow simple instructions. 

    I paid as demanded by the extremely rude assistant manager you have at that location,  but as she stated "you will have to reach out to head office to start the process of a refund" she did not say gift card. 

     

    I know how companies work . We all say we are "unable to process refunds do to company policy" cause we can write off a gift card. This is your staffs mistake and should be fixed appropriately.  

     

    Also you are unable to "fix" my hair. It is cut to short to fix, so the only way to fix it is to go shorter which I DONT want. 


    Sincerely,

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

Spasation Salon & Day Spa - Kingsway Mall is NOT a BBB Accredited Business.

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