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:11/18/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  After I was given a *******, I have had a really bad headache for the last three days. And I also have pain going down to my***** area. I have tried taking medication but my headache would not go away.
  Two months ago a bought a subscription costing me $2800. I sent the manager a message to complain and asked for a refund because I am unhappy and in so much pain and I will not be coming back to use the rest of my subscription. The manager would not give me a refund and told me that they don't give refunds and there is nothing she can do to help me. I will be going the doctor and hope that there is nothing seriously wrong.
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/11) */
  Dear**** Complaint Department,
  
  We have received your letter in regards to case number********, here is our response:
  
  Our client ******* came to our spa and made a purchase of $2,800.00 on 9/26/22, for a beauty service package. Charges for each visit would be deducted from the total balance as services render. She was very pleased with the first visit and had no complaints.
  
  One the second visit, which was on the 16th of November, she requested our esthetician to soothe her neck, shoulders, and scalp. She was pleased with the service, left happy. Next day, she called and was complaining about pain all over her body, also the shaking of her hand, and her head feeling like needles, also pain in her anus. She was at work while making this call to us. She wanted a refund for the balance of what's left in the package deal, which was then after 2 visits, $2,346.00. She also threatened to call an attorney if we didn't comply. We asked her to get a medical report on her complaints, which she never presented to us later.
  On the day she bought the beauty service package, on the contract, it had clearly stated in writing that there will be no refund or transfer, which she had reviewed and signed herself. So we refused to issue a refund, but offered her to exchange the remaining balance to our beauty products. She then rejected. She suggested to exchange $800.00 worth of products, and still requested a refund of $1,546.00 ($2,346-800=$1,546.00), which does not conform to our contract. So we refused.
  
  Before receiving your letter, we also offered her the option to transfer her credit to her friends or family, or switch to our other services, we have more than 30 different services. She insisted on getting the full refund, which she knows does not conform to the contract she signed.
  
  After receiving your letter, we also tried very hard to work with her, we offered to honor her request of $800 in product exchange and $1,546 in refund, but this time she refused, and wants everything in refund.
  
  Our decision on this matter still remains the same as what we agreed to offer her, which is $800 in product exchange, and $1546 in refund. We also do not want to spend more of our business time dealing with this matter as it interferes with regular business. And we have already made compromises to refund her partially.
  
  Thank you for taking the time to look into this matter. Please let us know if there's anything else you need from us.
  
  Sincerely,
  Orange Blossom Beauty Spa
  
  
  Consumer Response /* (3000, 8, 2022/12/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  THE FIRST THING I have to say they are lairs because they said they charged me $2800 at 9/28/2022 ,actually they charged me $3198 on 9/28/2022. I also just found it these days when I checked my credit card .I NEVER thought about they charged over $2800 before I checked ,because when the first day we went theirs store they also told me if I only pay for $2800 would be change to their membership and the first time we got the facial service it was all free. But they should know how much they charged me totally right? And when they talk to me they said they already checked my service charge details, so if they already check it why did they still tell me and you they only charged me $2800. They are so not honest to the customer , I could not trust them again anything . (Please see attached screen shot that shows the actual charge from my bank account. )
  
  OK! START HERE LET ME TELL YOU WHAT IS THE REAL STORY THAT HAPPENED BEFORE WITH THEM !
  
  The first day I went to theirs store got the message for my whole body and my neck and head. The same day when I come back home I felt really tired and my head hurt, I thought this was normal a thing after the message so I did not talked to them to complain the same day, so that day I just relax at home but the rest the day my head pain was getting worse. Before I slept I had to take some medicine to help me to sleep. Until the second day it still hurt then I felt this was not normal pain from message so I sent the message to them on the wechat to complain about this ,but they did not trust me what I told them and their attitude so rude and made me so mad and disappointed. They said I got this problem is all because myself, is not their problem. So then I asked refund my the rest of the money because I could not trust them to do any service for me.I worried I will get hurt again from them and I can feel my head hurt from the nerves, I also went to see my doctor and my doctor also said it pain from the nerves. My doctor also gave some medicine to help stop that pain from the nerves .(Please see attached screen shot that shows the doctor prescription. )
  
  And I told them I went to see the doctor and how many times I went, but they said this is not their's business. I told them that the lady who did the message for me that time she did too much pressure on me and she also put a lot pressured on my neck, so she should pressed my nerves made my head hurt and my neck also hurt recently. I ALSO sent to them the video about my finger shaking from the nerve on December 7, 2022. It is not that lady said I sent this video the second day after I did massage . When they saw it they also said this means nothing to them.
  
  So when I was not comfortable I all went to see the doctor myself , and I didn't ask them had to do something for me . The only thing I just wanna refund me the correct the rest of my money from them . I couldn't accept they said I have to buy $800 their's products . Theirs products price more expensive than I go to buy by myself online and I also don't need theirs product . And they are so not honest to the customer I also worried if theirs product are real . So I don't wanna buy it . And we also checked theirs **** and found other customers have had a similar experience. One about the customer got their face swollen after they had a facial and the company said it was not their fault. And the other about customer complaining about trying to get coned/pushed into buying their service along with an unhappy experience from start to finish, mostly due to the unprofessional and weird behavior from the manager. (Please see attached screenshots) So could not except any exchange for service or product because I don't want to get hurt again.
  
  So I just want a full refund of $2644.Our The first the one facial charge was $59 for each person(me and my husband). This was their special deal we found online they should charge. The second the service was $198 but we should have our membership price which is $128 my husbands service price was $138 and the membership price was $88. So they said if we want a refund we have to pay the regular price for our second service. They also said that we have to pay their credit card service machine fee that was 2.5%. It's fine we can pay like this . So they should return me $3198-59-59-198-128-80(credit card service fee)=$2664.
  
  I only expect a refund of $2664 I cannot expect anything less, especially if they add the wrong total from the beginning.
  
  This way they really don't loss anything from me because we would be paying regular price for all services that we used.
  
  I already understand about them that they just want to make more money from me and they really don't care about any of their customers.
  
  So I really hope the**** can help me protect my consumer right in this matter.
  
  Thank you for your help
  **********