Complaints

This profile includes complaints for Spa Week Media Group, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Spa Week Media Group, Ltd. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Spa Week Media Group, Ltd.

  89 5th Ave Ste 500 New York, NY 10003-3020

• 

  Spa Week Media Group, Ltd.

  150 W 25th St Rm 903 New York, NY 10001-7458

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:02/20/2025

  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.

  1. Gift cards were bought at ******, **************, ** a week before Christmas 2.$200.00 3.According to gift card a $50.00 plus a $25.00 bonus to use in a local Spa 4. As a Christmas gift I purchased 4 ************** gift cards at $50.00 each, one for me, one for my daughter and 2 for friends, Time went by and I finally decided that the 4 of us could have a spa day. It so happened that my father-in-law passed away recently so I figured that it was a good time to finally use the gift cards for a well deserved spa day. I went online to find a location, but many establishments did not accept your card, which should have been my first RED FLAG. So instead of wasting time I decided to call directly your New York office so they can search by zip code a spa near me. The spa I was told that redeemed your card was ************ *** ****************** ******** ** *****. Called them and after various days I was able to get all 4 of us to agree on time and date. This past Tuesday I called to confirm the date which was supposed to be March 16th at 12. Then this happened. I was going to place my credit card on file when the customer service asked me what type of Gift Card I would be using. SURPRISE!!! Hand and Stone in ******* does not accept ************** Gift Cards. I call back to your New York office. Maybe I wrote down the name wrong, but no, they still had Hand and Stone on their list and even told me that if a Spa does not redeem any cards for 6 months they are not referred to the public. And your company said they have never received any information from corporate asking to be deleted, I called back Hand and Stone and SURPRISE, they have not accepted nor redeemed any Spa Wellness card in THREE YEARS!!!Another surprise, NO REFUNDS.5, No refunds 6. The card states that it is accepted in ***** locations

  Business Response

  Date: 02/27/2025

  Thank you for the opportunity to address this matter. Below is a response based on company records and policies:
  
  -There is no record of a phone conversation from the customers provided contact number in which Hand & Stone Spa was listed as a participating location.
  -The only call records on file were made after the customer attempted to book an appointment and was informed by the spa that they did not accept the gift card.
  -Upon the customers outreach, the customer service team offered assistance multiple times, including alternative locations and escalation support.
  -The customer insisted on speaking only with a manager, refused to provide an email for escalation, declined assistance, and stated they did not trust customer service recommendations.
  -Our company relies on participating spas to inform us of any changes in acceptance status of the Spa & Wellness Gift Card.
  -The customers inquiry was the first notice received that Hand & Stone Spa in *******, ** does not wish to accept Spa & Wellness Gift Cards.
  -Our records show that the spa has redeemed Spa & Wellness Gift Cards within the past three years, contradicting the claim that they have not accepted the card during this period.-The sales team is actively investigating and will follow up with the spa directly.
  
  Regarding the refund request, the gift cards were purchased at ******, a third-party retailer, and their refund policies apply. As the purchase was not made directly through ***********, a refund cannot be issued by us.
  
  The company remains happy to assist in locating a participating location where the gift cards can be redeemed. For further assistance, customer support is available at *************************************************************************************************************************************.
  

   

  
  

• Initial Complaint

  Date:11/11/2024

  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.

  I purchased a gift card as part of a bonus card deal, I did not receive my bonus card, I reached out to get the bonus card and it has not been given to me still. Ive contacted the business twice.

  Business Response

  Date: 11/12/2024

  Response to Client's Complaint and Request for Refund:
  
  The client, ***, purchased a gift card using a promotional code that included a free $55 bonus card. The client received their purchased gift card and the free $55 bonus card associated with the promotional code, which the client has since used at one of our network facilities on November 6, 2024, before she submitted this complaint. Her complaint, suggesting non-receipt of the free bonus card, is therefore inaccurate.
  
  Given the prompt delivery of her free bonus card, her usage of it, and our timely responses to her inquiries, we do not approve her refund request and respectfully request removal of this complaint. (please see supporting attachments)
  
  Further Details Supporting Our Response:
  11/05/2024:
  -The client contacted us regarding the free bonus card for Order #******, asking if it had been delivered.
  -Our review shows she had not claimed the free bonus card per the instructions, which prevented automatic delivery.
  -In response, **************** promptly sent the free bonus card directly to her email on the same day.
  
  11/06/2024:
  -The client reached out again, asserting that the free bonus card should be $100, not $55. **************** clarified that her promotional code was for a free $55 bonus card.
  -Following this call, she provided a still image from an animated email promotion showing the offer she expected.
  -**************** replied the same day, confirming receipt of her email and advising that her inquiry was under review with a 2-3 business day response timeframe. Due to the holiday weekend, the third business day was today.
  
  11/09/2024:
  -On Saturday, November 9th, the client sent an email to customer service while our business was closed, threatening a BBB complaint and chargeback without allowing the allotted response time.
  -This threat and complaint were made after the client had already used their free $55 bonus card for services at one of our network facilities on November 6, 2024, confirming that the client did receive their free bonus card.
  
  Promotion Details:
  The promotion was animated, requiring interaction to reveal specific bonus amounts. The terms stated, Festive Fall Mystery Offer. Offer valid thru 11:59pm EST 11/5/24. Offer valid with spend as dictated on site. code automatically populated into your cart. * Please Note: One bonus card per purchaser household. All bonus cards must be claimed to be valid. The promotional code and amount were visible in the clients cart before purchase and on her invoice.

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: the gift card offer was for $100 for a $200 purchase. I reached out to the business when I didnt receive the full $100 amount for the offer and no gift card has been returned to customer. This is false advertising and the business will not refund funds for unused goods, as the $200 gift card has not been used. The gift card needs to be refunded if the advertisement is not honored. I have proof of the advertisement of the offer and forwarded the information to customer service but was not reimbursed for their offer. I am still waiting for the refund. I have the attachment of the advertisement of a $100 gift card with $200 spend that I received and was on the site. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** *******
  
  
  
  
   
  

  Business Response

  Date: 11/14/2024

  -As mentioned in our initial reply, the promotion was interactive and designed to reveal bonus amounts upon engagement. 
  -The animated offer cycled through various deals, with a prominent Reveal Your Deal red banner, and did not guarantee any specific bonus. (since we cannot attached a video to this response, we provided still images of each offer in the animation)
  -To reiterate, the terms from the promotional email: Festive Fall Mystery Offer. Offer valid thru 11:59pm EST 11/5/24. Offer valid with spend as dictated on site. code automatically populated into your cart. * Please Note: One bonus card per purchaser household. All bonus cards must be claimed to be valid. Claim instructions email will be sent post-purchase.
  -The clients winning promotion was clearly displayed in her cart summary and on the checkout screen prior to purchase. 
  -In this case, the promotional code used for her order (#******) was PROMO: **********, where the bonus amount ($55) was included in the promo code itself to ensure clarity.
  -The clients escalation regarding a free $100 bonus card for her order was submitted to a supervisor, and she was informed that her request was under review. However, in the interim despite having already received and redeemed the free $55 bonus card at one of our network spas, the client threatened us with a false BBB complaint and a chargeback while our office was closed. Additionally, her initial claim about not receiving a response or the bonus card has been shown to be inaccurate.
  -At this stage, there are no further steps we can take to accommodate the client. She received both the e-gift card she paid for and the free $55 bonus card provided through the promotion.
   -Given this, we consider this matter resolved and respectfully request the removal of this complaint.
  

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  -as stated earlier, the promotional offer was $100 for $200 spent. 
  

  This customer reached out to the business and waited 3 days for a response without a resolution. It appears this business is using false marketing to lure in customers and needs to be investigated.

  I will also be taking a second level of reporting to the attorney generals office if this continues to report this business regarding: False advertisement is untrue or misleading information given to you to get you to buy something, or to come visit their store. 

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** *******
  
  
  
  
   
  

• Initial Complaint

  Date:01/30/2024

  Type:Billing 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.

  My step kids purchased a spa week gift certificate for $50 for me to use at **********.They called Dyanna before they purchased it and were told that they do participate with Spa week.I went the next day and the owner refused to take it.She said that her account with Spa week ********************** is blocked. I paid for my services and went into the ladies room and called spa week media. They told me the business does participate. I explained what happened . I disputed the charge with Amex. I finally spoke to ****** at Spa week media and she basically hung up on me.Spa week media does not vet their participating spas. I went on their website and although it says that many spas participate when I called tge individual spas they told me they do NOT participate.Their website is DECEPTIVE!!I asked for the $50 that the kids saved to buy this to be credited and ********************* up.If you advertise that you participate with certain spas tge information should be accurate.Again, I am requesting a $50 refund.I have nowhere to use this.

  Business Response

  Date: 02/14/2024

  -We can confirm that ****************** contacted us on Friday, 01/26/24, at 6:27pm via email and 6:51 pm via phone.
  -This issue pertains to ********** & Wax Center's refusal to honor ****************** Spa & Wellness Gift Card.
  -We initiated an investigation and spoke with ****** Spas manager.
  -The manager confirmed they are in our network and do accept our gift cards towards payment. 
  -The Spas decision to refuse service to ****************** is because ****************** has been banned from the spa due to a history of disruptive and threatening behavior.
  -Accordingly, this is not an issue we have any control over nor can we help resolve.
  -That said, the Spa & Wellness Gift Card is accepted at over ***** locations nationwide and is not facility specific. Our customer service team offered ****************** multiple alternative location options as well as the ability to use it in our -Ecommerce Store. She declined all offers.
  -Per the stated Terms & Conditions; Spa & Wellness Gift Cards and eGift Cards purchased on spaweek.com are non-refundable. In addition, the consumer is obligated to notify participating facility of their intent to utilize the Spa & Wellness card prior to booking, to ensure acceptance. Failure to do so could result in non-acceptance of the gift card.
  -We are puzzled as to why the customer chose to file a complaint against us. 
  -Finally, we have no influence over the interactions between a customer and a spa, before, during or after a visit and we applaud Dyanna Spas decision to protect the safety of their staff.
  -As a courtesy to ******************, we have removed her from our mailing list.

• Initial Complaint

  Date:10/07/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  ?This business advertised a 10 bonus card with each ***** increment of gift card. They were shown screen shots and my form of payment to purchase a ****** gift card, but continue to argue that I didnt purchase from spa-week site. Then ******* sent me an email that was sent from another coworker talking about me complaining. I cant believe the service. Its false, belittling,incorrect data, and they are unwilling to follow through on their advertising. ******* sent me this today. She just closed the matter without any further research or communication.We had sent our response the other evening and our firm in our policy. Your purchase was not processed through spaweek.com and explained that we do sell our product through third party retailers. ?Going further, we will be ceasing all email and phone communication with you. This matter is considered closed and our customer service team has been notified. ?You do as you deem fit with your pursuit into this matter.?Spa Week Media Group Help I dont know what to do.

  Customer Answer

  Date: 11/01/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Spa Week Media Group, Ltd. regarding complaint ID ********.
  
  Sincerely,
  
  *********************