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:11/16/2023

  Type:Sales and Advertising 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.

  I purchased a gift card for my husband in February 2022 for $150. We have 3 very young children and finding time to go get a massage while working full time has been difficult. He was planning on using it soon when we received an email stating that we had 2 days to make an appt and use the gift card because effective 11/1/23 all gift cards older than 6 most will expire. I called a day after receiving the email 10/31/23 and the business was closed. I left a message which was not returned so I called back 11/1 and spoke with the front desk manager who could not find my purchased gift card in the system and had to call me back after finding it. After calling me back she said it could not be honored because it was too old. When the gift card was purchased she said the receipt and website stated there was a 6 month expiration date. No where on their website, when purchasing the gift card or via email was there anything stated about an expiration date or we would have been more careful. I explained that we have young children and work full time and she stated I would received a call from the owner. An owner called me back and told me she could not overturn the decision that we also should have received courtesy calls reminding us that the gift card was expiring. Neither my husband nor I received any calls. She could not provide me with a record of said calls, my receipt with the expiration date stated on it or where on their website they state their policy and she hung up on me while I was asking for more information. So disrespectful and overall poor business manners.

  Business Response

  Date: 11/28/2023

  I apologized for *************** misinterpretation of our gift card Terms and Conditions (attached). However, prior to our clients checking out theres a disclaimer stating that all gift cards are good for six months from the date of purchase. You actually have to read this and check the box that you understand prior to checking out. Also, yes we did send an email to our customers stating as of November 1, 2023 (attached) we will not longer be extending a courtesy for clients coming in with EXPIRED Gift Cards. This gift card purchase was Feb 13, 2022 that expired September 13, 2022. Our **************** should not reflect information that is priovied that she didn't adhere to. We still provided exceptional **************** when you called in a very unpleasant manner. We make courtesy calls for our clients to remind them of upcoming expiration dates via call and text blast.  This is a courtesy something that is not required. We are not responsible for what a consumer does with gift cards after purchased.  This client was warned if her nasty disposition and profanity persist the call would be disconnected.  *************** persist with being rude and yes the call was disconnected. Our Gift Cards are not refundable exspecially for cards those that have expired.