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Business Profile

Spa

Branford River Resort & Spa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:07/12/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Husband purchased gift titled day of retreat from spa and given as Christmas gifts to myself and daughter. Said right on gift card includes "Day of Retreat" plus tax & tip... we were going to leave we were asked to pay more because the price is up and also to pay more for me tip because since the prices went up it did not cover the tip anymore...my daughter paid but when she told me I asked the man at the desk why they would collect more money since it was a purchased "day of retreat" and did not mention the amount and since it was a gift card they can't ask for more money, it was not for an amount of money it was for a service package...he claimed he could not return our money and would have the owner call me...which she never did...this is wrong, you can't sell a gift card for a service (no price was written on gift card it said "good for "day if retreat plus tax and tip" ...I would like the extra money my daughter spent on the service package and tax and tip, she left over $100

    Business Response

    Date: 07/29/2024

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


    Dear Sir:

     

    The value of gift card is dollar denomination not for a product.  This client *** ****** owed an additional $8, since the gift card was purchased in December of 2023 and she came in for services in July 2024.  Prices on services went up as did everything else in the USA due to inflation.  She wanted us to grant her December 2023 price for services redeemed in July 2024.  We fully explained that dollar denomination of funds never expire and the that the value of the gift card was exactly as it was purchased for.  She wanted to get prices of 2023, 7 months later.  If the card was redeemed within 60-90 days of purchase, we would have discounted the services.  We follow the laws of the State of *********** when gift cards are purchased, the dollar value and funds never expire.  We cannot guarantee that a service is the same price from one year to the next.  We explained this and she has to come up with $8 price difference.  She had the option of not tipping any of the technicians if she felt unhappy and yet she tipped them on a credit card and then complained to not only the BBB but negatively on a public review to badger our company.  As it is, all companies have difficulties meeting expenses with payroll, taxes, insurance and supplies.  It is unfair of any patron to badger a company because of price increases that inflation causes.

     

    Doreen B******

    Spa manager

    Branford River Resort and Spa
    249 East Main Street
    Branford, CT 06405

    Customer Answer

    Date: 07/29/2024

    First of all the tip was left in CASH by my daughter who was confused as to what was going on, NOT on credit card, second of all the gift card did NOT have an amount on it, it was for a SERVICE, if it said $300, then it was for $300 but the gift card only said it was for a service and the service was a massage, facial, Mani and Pedi, It also said tax and tip were included… Which is false then because it wasn’t included … When the call was made to make the appointment, it was told that we would be using gift cards that were then looked up, and verified that we had them… It was never told to us that the prices went up, and we would have to pay more… Furthermore, reviews of any business or honest reviews, I was giving my honest experience … And if you read through the reviews, I clearly was not the only one that had the same opinion

Branford River Resort & Spa is NOT a BBB Accredited Business.

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