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:27/02/2025

  Type:Service or Repair 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.

  In Oct2024 I purchased a Seasonal Suprise box from this company for over $500. In their box was gift card for a laser treatment, valued at $450. The gift card was set to expire on March 1, 2025. I attempted multiple times to book an appointment well in advance, both through the online booking system and by calling the business, but was unable to secure a spot due to a lack of availability.When I followed up by phone on February 24, 2025, I was informed that there were no remaining appointments before the expiry date and that the business would not extend the expiration, despite the fact that I had made reasonable efforts to book within the valid time frame. I was placed on a waitlist, but no openings became available before March 1.The business committed to providing a laser treatment in exchange for the paid gift card, but due to scheduling limitations beyond my control, I was effectively denied the service. Any other reputable business would offer a reasonable extension under these circumstances. Instead, they refused any flexibility, despite the fact that their unavailabilitynot my inactionwas the issue.This feels like an unfair business practice, as they sold a service they could not accommodate within the stated timeframe, yet refused to offer a resolution. I am requesting that the business either (1) extend the expiration so I can use the gift card, or (2) Give me my money back.The business has not made any effort to resolve the situation other than adding me to a waitlist, which did not result in an appointment before the expiration, I just followed up. Given that I proactively attempted to book, I believe this policy is unfair and the business should be held accountable for failing to honour their commitment.I would appreciate your assistance in facilitating a resolution.Thank you,******

  Business Response

  Date: 22/03/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to respond to Staceys complaint regarding the redemption of her gift card from our Seasonal Surprise Box promotion.
  The Seasonal Surprise Box was $425+tax, with a value of $1300 (physical products valuing $850, the laser treatment has a value of $450. This included a laser treatment gift card with a clear four-month redemption window (October 2024 March 1, 2025). This expiration date was outlined at the time of purchase to ensure fairness and accessibility for all clients. As a busy clinic with high demand, we encourage clients to book in advance, as availability is never guaranteedparticularly as the expiration date approaches.
  Ms. ***** reached out on February 24, 2025, just one week before the expiration date, at which point our schedule was already full. We made efforts to accommodate her by placing her on a waitlist, but unfortunately, no last-minute openings became available.
  While we understand her disappointment, we respectfully maintain that:
  The four-month booking period provided ample time for scheduling.
  We did not oversell or misrepresent availability, and our team made reasonable efforts to accommodate Ms. ***** within the valid timeframe.
  Expiration dates are necessary for business planning and future promotions. Extending one clients expiration would be unfair to other clients who adhered to the stated timeframe.
  We regret that Ms. ***** feels dissatisfied with the outcome, but we stand by our clearly communicated policies. We have responded professionally at every stage and remain committed to providing excellent service to all our clients.
  Best regards,
  ****** ********

  Customer Answer

  Date: 25/03/2025

   
  Complaint: 22998616
  
  I am rejecting this response because:

   

  While I understand the need for clear policies and business planning, Raw Canvass response fails to acknowledge the core issue: they were unable to honour the service within the timeframe stated on the gift card, even though I attempted to book well in advance.

  
  Here is why their explanation is not acceptable from a consumer fairness perspective:

  
  "Four ***************************************************************start="567" data-end="570">The duration of the booking window is not the issue. If there was no availability when I tried to book, then the length of the redemption period is irrelevant. I made every reasonable effort to schedule within the valid timeframe but could not access the service due to the clinics own capacity issues.
  Lack of *************************************************start="933" data-end="936"> At no point during purchase or pickup was I informed that appointment slots were extremely limited or that the service could book up months in advance. If that was the case, it should have been clearly communicated. Without this information, the sale of time-limited gift cards becomes misleading.
  Failure to ******************************************start="1289" data-end="1292"> Their booking system was completely showing unavailable for this gift card service during the final weeks leading up to the expiration date. I followed up by phone and was told nothing could be done. This was not a matter of customer neglect. It was a failure to provide access to the service within the stated period.
  Retaliatory *********************************start="1622" data-end="1625"> After I raised my concern in a respectful and professional manner, the business owner chose to ban me from participating in future promotions. This is not how a customer should be treated when they seek a fair resolution to an issue. It is punitive and unprofessional.
  "Consistency" **************************************start="1948" data-end="1951"> While consistency in policy is important, good customer service requires some flexibility when a customer acts in good faith. I followed all reasonable steps to redeem the service, and the failure to accommodate was on the business, not the client. Refusing to acknowledge this and hiding behind policy undermines consumer trust.
  
  Desired Outcome:
  I am again requesting a refund of the $450 gift card value or a product credit. This is no longer about the service itself, but about holding a business accountable for its failure to provide fair access, for dismissing valid concerns, and for retaliating against a customer instead of resolving the issue in good faith.
  
  Sincerely,
  
  ******

  Business Response

  Date: 26/03/2025

  We are writing in response to the complaint filed by ****** regarding her inability to book an appointment before her gift card expired. We respectfully reject this complaint and would like to clarify the facts surrounding this situation.
  Our business provided ****** with a four-month window to schedule and utilize her service. This is a reasonable timeframe, and we cannot guarantee last-minute availability, particularly during high-demand periods. Like any service-based business, we require appointments to be booked in advance. It is the client's responsibility to schedule within the provided timeframe, and we are not obligated to chase customers to book their appointments.
  We made every effort to accommodate ****** when she attempted to book in the final week of her gift cards validity. Unfortunately, we were fully booked at that time and unable to fit her in. However, we did not oversell or misrepresent our availability. We have successfully provided this service for five years, consistently accommodating appointments within the given timeframes. Typically, we can accommodate same-week bookings, but as business demand fluctuates, there are times when availability is limited.
  Regarding Staceys claim that she was banned from future promotions, we reserve the right to determine whom we engage with as a business. This decision was made to maintain a positive and professional environment for our staff and clientele, not as a punitive measure.
  As the inability to schedule an appointment in the final days of the redemption period was not due to any fault on our part, we will not be issuing a refund or credit. We have acted in accordance with our clearly stated policies and industry standards.
  This will be our final correspondence on this matter.