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Business Profile

Spa

Serenity Spa & Facials Sioux Falls

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:03/25/2025

    Type:Order Issues
    Status:
    Unanswered
    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.
    1/6/25 Serenity spa and Facials at ****** **** location in Sioux Falls where I presented for grand opening special. My appointment was at 1pm. ***** greeted me with a questionnaire to complete before my treatment and asked “what are your goals”. I told him I was there for a reasonably priced facial and I was not interested in a membership or products. Following my treatment, I needed to go to my car to get my phone as I wanted to Venmo a tip to the technician. ***** stood at the door and stated, “ I m waiting right here for you”. I thought that was strange….***** was intense in his selling technique, challenging every reason I gave for not wanting a membership. ***** challenged the skin care products I was currently using ( recommended by my dermatologist). ***** stated, “ I know more about what your skin needs than dermatology knows”. I felt bullied with his pressured sales tactics. After 1 1/2 hours, I folded and signed a contract, to get away from *****. ***** sent me with a bag of products saying they were free as this day was their grand opening. He stated “ you deserve them”.
    1/7/25 at noon, I returned to the ****** **** location with products in hand to cancel the contract. Door was locked, no one in sight. I returned again that day at 5:30pm, same situation.
    1/8/25 I again presented to cancel the contract when a different gentleman was in the locked business. He opened the door to me and I explained what my intention was. This person was on phone with ****** in customer service. She spoke with and I gave my purpose for the return. ****** stated she would look into my situation and get back to me in 48 hours. That did not happen.
    1/9/25 I did send a picture of the unopened packages and stated I do not want the products, where can I return them? No response…
    1/9/25 I contacted Care Credit customer service, spoke with **** and the plan was she will file a dispute as a pressure sale. 1/30/15 and 2/19/25 Synchrony Bank informs this $2556 is my responsibility.

  • Initial Complaint

    Date:05/13/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 current balance is $1,517.75. My available credit is now $1,082 which means I roughly owed around $2500.00 I had went in for a facial and they pulled my credit and I didnt know that was happening. They said it would be a soft pull. Wen i was approved for all of this money due to having good credit thats what they charged me for one year of services. It was not a set amount of money for 1 year. I didnt know they pulled my credit until I got an email. I've called them multiple times and they refuse to refund. I did my first appointment, and my second appointment was terrible. With someone who had no idea what she was doing or what certain things were used for. I've had two appointments and continue to pay monthly to keep my credit good. This company is all over facebook and there has to be more than just myself doing a complaint. This happened roughly one year ago on mothers day.

  • Initial Complaint

    Date:01/02/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Hello Business Bureau Team,

    Good day! I'm seeking your help to get a refund from ********* *** *** ******* ******" This is the sister company of Serenity Spa and Facials Sioux Falls.
    Date of transaction: ******** ** **** ******************** * ***************** Amount: $3210
    Service: Facial service and face products (********* ********* ********* ******* *****)
    Nature of dispute: Damaged my face due to face products resulting to dissatisfaction.

    I sent an email to their Chief Operating officer ****** ******* regarding to the skin irritation caused by their products but she told me that they can't give me a refund and will just replace the product they gave me. I already told her that their spa already gave me different product but it's still giving me a bad skin irritation around my mouth and nose. She told me that I signed their paper which says "no refund" but I told her that their salesman/frontdesk didn't tell me about this policy and I didn't even receive any paper receipt. I had to go thru Carecredit website to get a receipt. I told her that this is unacceptable when they already damaged my face and had to deal with this problem at work. I had to wear face mask all the time just to hide the redness, peeling, and flakiness of my skin.
    This is a clear deception. I went there just for a promotional facial $69 and end up selling me their VIP package of $3000 thru Carecredit. It was a hard sell and I remember what I signed was a receipt (that I didn't get after) but I'm not aware of their policy of "no refund" like the Chief operations officer was saying. I've never encountered any business establishment that says "no refund" especially when their products are damaging to one's health.

    I hope that your organization can help me with this matter.

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

  • Initial Complaint

    Date:11/27/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Nov 13,2023 I had responded to Serenity Spa's Facebook ad for a $200 facial for $69. I was very impressed. They offered me a seat to rest after the facial and a glass of wine and a second glass. They offered a facial a month for a year but didn't mention options or prices. She asked if I wanted the skincare too, and I said OK. I got home and looked at the receipt and was shocked to see the price!!!
    $3195
    I called the Spa immediately and told them to cancel my package!! I cannot afford to pay this! Please let me bring back all the products! She said she was sorry but she can't do anything. But she would have someone call me from their management the next day to discuss this. No one called me. I called them and told them no one had called me. No one there could help me! It wasn't til the end of the week that I received a call back and was told they do not give refunds on contracts. I sent an email trying to explain that I didn't know it was a contract and hadn't been told the price before I signed! No details at all were explained! I got the same response, no refunds. I feel this was all set up. There was no mention of price or options!! They took advantage of me! I want to know prices and options before I agree to any payment!!! I need that contract to be voided out!

    Customer Answer

    Date: 11/27/2023

    I want to return entire skin care products unopened in original packaging and I do expect to pay for the facial which was not included in the contract.  ( They offered it as a free gift with the 12 monthly facials contract.)  Thank you 

     

Serenity Spa & Facials Sioux Falls is NOT a BBB Accredited Business.

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