My name is *** ***, and I have received a letter from you about a complaint filed against my company - Crimson Salon and Spa in Fort Atkinson, WI (ID # ***)Here is the situation based on my experience with the customer:Gift certificate number Gwas purchased for the customer on
3/7/with the value and purchase price of $135. Some time after, it was gifted to her and presented as a spa package for massage/facial/and pedicure. Customer called on 3/31/with a request for a cash refund on said gift certificate. Our policy was explained to her that once a gift certificate was purchased, it did not hold cash value. Gift certificate was not purchased by her nor was it purchased with cash. We did offer her the value of the gift certificate to be redeemed in any way she wanted via services or products because she said she had a medical condition that did not allow her to get a massage. We also offered to transfer the gift certificate if she wanted to gift it to someone else. We are a full concept salon and spa and provide many services and products. Refusing to accept our no return policy on gift certificates, she did stop in again and tried to get my employees to comply to her wishes. They do not have the authority to act against company policy, so customer continued to make her request on facebook. After, once again stating our policy, she came in one more time and made a scene at the front desk for minutes, refusing to understand our policy and wanting a cash refund. I was on the verge of calling the police for harassment when she finally left the premises.With that being said, I would be happy to speak to the purchaser of the gift certificate and work out a return back to their credit card with a 30% handling fee for a return of $back on the credit card it was purchased on.Please advise if there is any further action needed on my end. Thank you!
My name is *** ***, and I have received a letter from you about a complaint filed against my company - Crimson Salon and Spa in Fort Atkinson, WI (ID # ***)Here is the situation based on my experience with the customer:Gift certificate number Gwas purchased for the customer on
3/7/with the value and purchase price of $135. Some time after, it was gifted to her and presented as a spa package for massage/facial/and pedicure. Customer called on 3/31/with a request for a cash refund on said gift certificate. Our policy was explained to her that once a gift certificate was purchased, it did not hold cash value. Gift certificate was not purchased by her nor was it purchased with cash. We did offer her the value of the gift certificate to be redeemed in any way she wanted via services or products because she said she had a medical condition that did not allow her to get a massage. We also offered to transfer the gift certificate if she wanted to gift it to someone else. We are a full concept salon and spa and provide many services and products. Refusing to accept our no return policy on gift certificates, she did stop in again and tried to get my employees to comply to her wishes. They do not have the authority to act against company policy, so customer continued to make her request on facebook. After, once again stating our policy, she came in one more time and made a scene at the front desk for minutes, refusing to understand our policy and wanting a cash refund. I was on the verge of calling the police for harassment when she finally left the premises.With that being said, I would be happy to speak to the purchaser of the gift certificate and work out a return back to their credit card with a 30% handling fee for a return of $back on the credit card it was purchased on.Please advise if there is any further action needed on my end. Thank you!