Reviews

Review Details

• Review fromJustin J

  Date: 06/07/2022

  1 star

  Justin J

  Date: 06/07/2022

  As many other reviewers have commented, during the selection and purchase phase, the staff at OutletSpas.com was very helpful. But once the purchase is made, the entire tone of how you are treated is different. I purchased a spa around 5pm one evening and found out hours later that I was not able to use it. Keep in mind, this charge hadn't even posted to my CC yet. I called the company first thing the next morning when they opened up. They informed me that their Credit Card company charges them 3% for cancelled orders, even ones that have not shipped like mine. This is not true. I own a company and there is NO charge for reversing a charge like this. This fee is buried in what is called "website terms" in the order process. This is a shady business practice, and where this is one, there typically are others. Read other folks reviews for those details. Sort by 1* and you will see the reviews for those that had to deal with these sorts of practices!

  Outlet Spas

  Date: 12/27/2024

  I am sorry you were not aware of the published terms and conditions that must be agreed upon before making a purchase.  It is actually a pretty common practice to charge fees for cancelled orders, and it usually costs us more than the 3% processing fee.  We do not get the fees charged by the credit card gateways back when an order is cancelled, and we are charged an additional fee when we process the refund.  

  That cost is taken immediately when your card is processed; because this is a single, large purchase, we cannot simply discard those fees if you do not make the purchase.  For that reason, if we simply change the order and apply the funds to a different purchase, we can waive that fee.  However, when we refund the purchase, the 3% processing fee is deducted for all cancelled orders.

  We work to make this as clear as we can.  We post this on our website.  You must select a check box that you understand these terms.  If you talk with us or purchase over the phone with us, we review these terms verbally.  It is a big purchase, and we try to be as flexible and cooperative as we can.  We work to set real expectations to minimize potential conflict or frustration down the road. 

  We realize it is frustrating when you make a big purchase and plans change; however, this is an exception.  I reply to all of our Trust Pilot reviews and appreciate people who highlight the need to read the terms and conditions, as that is why they are there.