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:08/21/2023

  Type:Product 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.

  My detail about my complaint is in the attached emails to the owner of business. My biggest complaint is no one is acknowledging the receptionist who mistakenly sold us a service they dont even provide (couples massage). My wife was very specific when booking the appointment. I was very specific when realizing they had booked two separate appointments. The detail I find suspicious is the confirmation for ***** appointment sent Wednesday at 3:40 which was when I realized they werent together after all and called. I switched my appointment time to 2:45 because I was told that is when they could make this happen for me. Honestly, I should have been able to cancel free of charge when they told me they wouldnt be able to massage **** because of her age on Wednesdays conversation at 4pm. I compromised for a facial. This should have been looked into when booking appointment on Tuesday if they were unsure. The second area of concern was when I text to have new appointment times messaged. I wanted what we discussed in writing and it wasnt provided. This entire interaction was a messy process. We still havent been sent a receipt for service. Just an outrages bill for a bunch of compromising on my end.

  Business Response

  Date: 09/15/2023

  We have spent a lot of time responding to **************** online activities regarding her complaint. She was dissatisfied with her partner's initial arrangements, rescheduled it and has been demanding free services ever since her claim that we sold her a service that wasn't on the menu. Despite knocking off 15% on each facial ($48) plus a complimentary add-on dermaplance and gua sha hair and scalp treatment (value $50 and $25) for another $75 of gifted services, she has dogmatically made it her business to complain on every platform, dispute her credit card and now file a complaint with BBB. She received facials for both herself and her six-year-old daughter and tipped both estheticians 20%, which we can reasonably draw a conclusion from that she enjoyed her received services. And yet she continues to demand 100% comp of both services because of an assumption she made about services we offer (which we do not and is nowhere written on our website). 
  
  It is our conclusion she has greatly misunderstood our Minor Policy which does require a minor to be supervised by their parent or guardian while receiving services. Our Welcome **** would have informed her that her six year-old child would be in the room with her and we wouldn't even think she would be interpreting our response as a side-by-side facial because 1) we don't offer that, 2) this has never been presumed by any client before. So I do not blame our staff for not understanding her assumption. They would have thought she was referring to our Minor Policy (attached). 

  Her daughter is six years old and we would not be comfortable doing this for a minor without the parent in the room. And of course, her daughter would then be required to sit in the room with her during her facial as we do not offer childcare services at the ******* do not believe that this is affront and is a reasonable policy for the safety of minors and we would not refund two facials received and enjoyed (and tipped 20%) 100% because her child was in the room with her during her facial. Since she rescheduled her own appointments she would have seen our facial menu (attached). It is very odd to us that despite seeing that we clearly do not offer side-by-side facials she woud continue to blame the spa for her confusion. Despite this we have been generous with the compensation as she has received $123 in gifted services and discounts. You can see in her submittals of our email exchange, she threatened us with bad reviews if we did not give her 100% refund.
  
  It is concerning that she will only be mollifed with 100% refund despite receiving and enjoying her facials and us giving her significant consideration for her "distress". She is attacking a local business on every platform possible for her own poor assumption and plays an all-or-nothing game, scorched earth style. It's very vindictive. In conclusion, Anjou Spa was enforcing our Minor Policy in a reasonable manner, we did not sell her a service that doesn't exist, we gave her significant consideration despite her poor assumptions, and she is welcome to go to other spas in the future.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20494303
  
  I am rejecting this response because:
  
  1.) I was told after calling (no one called me, I called them) about a confusion in appointment time, that my 6 yr old couldnt receive a massage but could do a facial. I tried to cancel then but was told I couldnt because it wasnt  within the 24hr time frame.
              A. They werent able to give me what we originally set appointments up to be (massage). So had to change to facial during that phone call. 
              B. They wouldnt allow me to cancel even though the notification for my daughters appointment wasnt sent out before that 24hr time slot to cancel. 
  
  2.) After switching to facials, I specifically asked if we would be in the room together and getting the same service at the same time and was told yes, 3xs over the phone. After arriving heard two girls behind the counter talking about which room WE would be in but then were asked to be in separate rooms when **************** came out to get us. 
  
  3.) The manager was there but didnt come out and discuss the issue even though it was very clear there was a miscommunication. 
  
  
  I would also like to note that we were visiting bend and trusted the receptionist to guide us in what we were requesting (a couples massage for my six year old and I). We saw massage, and called. A simple, we dont do that would have been appreciated. I didnt actually look at the menu until I reached out to the owner and was trying to get an idea on the cost of each facial.
  
  I would also like to note, I did tip **************** because thats the right thing to do! It was not on them who had misunderstood what was requested. I was offered these said free services because my esthetician could tell I wasnt relaxing and I was very disappointed, she even offered me a separate free service at a later date. **************** were not the issue, the poor communication at the front desk and management have been the issue. 

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