Moonshadows Massage & Wellness

Customer ComplaintTimeline of communication with this customer:On June 07, 17, a *** Deal Voucher was purchased from *** for a 60-minute Massage Service with my company.o #***One 60-Custom Swedish or Deep Tissue Massage - Expired onSep 7, Swas paid to *** by the client
or client's agento received $from *** for the purchase of this dealMy regular rate for this service is $On the *** Deal, there is a Fine Print Section that states:o Promotional value expires days after purchaseAmount paid never expiresMust be or older, Must sign waiver,Client intake form must be completed prior to first appointment, per Maryland state lawConsultation required; non Candidates and other refund requests will be honored before service providedAppointment requiredMerchant's standard cancellation policy applies (any fees not to exceed voucher price)Limit per person, may buy additional as a giftLimit per visitValid only for option purchasedAll goods or services must be used by the same personFirst session must be booked before expiration; all other sessions can be redeemed past expirationNot valid for prenatal massage, Merchant is solely responsible to purchasers for the care and quality of the advertised goods and services.o This is the 1' time the client was informed of her responsibilities09/07/Client booked her massage appointment online on my scheduling website, MassageBook.o 09/07/was the last day the client could have booked an appointment and receivedthe *** Deal value since 09/07/was the expiration date of the *** DealClient had days to book the appointment prior to the expirationo The client booked a massage service not covered by the *** DealO changed the service type on her appointment to match the service covered by a *** VoucherThe Fine Print listed under the Massage service, on the website, states:O "One Deal per personAppointments will not be held without the *** vouchernumber or a completed Massage Intake FormWhen asked to leave an "Appointment Note", you must provide your digit *** Voucher # when booking your appointmentYour voucher number is found under the barcode when you view your voucherIt is not your order numberIn payment options, choose "Pay in Person" since you have a *** VoucherYour choice of Swedish or Deep Tissue Massage." o Client provided *** Transaction Number in the appointment notes not the*** Redemption Number as requestedI can only track and redeem the *** Redemption Number in my *** Merchants online portalO 09/07/Two Automatic emails sent to the client by ***, my scheduling website.o She would have received an email confirmation of the massage appointment date andtimeo She would have received a second email requesting she complete the Client intakeFormO 09/07/did not receive the Client intake Form for this clientO 09/07/First email sent by me to client requesting missing information on her appointment.Requested her *** Voucher Number as proof of payment for the massage service and requesting she complete the Client intake Form so I can review it before the appointmentClient was asked to forward the required information that dayShe was informed that appointments will not be held without the required informationO 09/07/The Client replied by email with:o "I will provide to you tomorrowSorry left the voucher in my officeThanks." 09/09/17, had not received the promised response with the required information09/09/sent a follow up email to the client.o The Subject Line read, "2nd and FINAL request for missing information before your appointment is cancelled." o reiterated my request for the missing *** Voucher Number and for her to complete the Client intake Formrequested see respond that dayo Client responded by email with," already informed to you don't have the voucher withmeI will email to you the information as soon as I go to my officeo in my response, reminded the client that she had promised to provide this to me by09/08/This was a day later and she still had not provided the requested information.also reminded her that was also waiting for her to complete the Client intake form.informed her that there were other options for her to find her *** Voucher NumberShe could go to her *** Account online or her phone or the email that *** sent herShe did not need to get the paper she printed and left in her office to comply with my request.gave her another deadline extension of Sunday 09/10/by 5:pm to complete her Client intake Form and provide the *** Voucher Number as Proof of payment for my servicesThe client failed to meet this deadline as wellO 09/10/175:pm After not receiving the required and requested information from the client, I cancelled her appointment as promisedo An automated email was sent to the client informing her of the appointmentcancellationO 09/10/6:pm received an email from the client finally providing the requested informationo 09/10/7:PM responded by email to the client thanking her for providing the information but since she failed to meet the 5:PM deadline, her appointment had already been cancelledinformed her that would honor her Deal Voucher and she could book another appointment onlineo The client did not respondon 9/12/7:PM My landlord texted me that my 7:client was at the massage studio.realized that this was the client had cancelled previouslyI looked for her phone number and called the clientinformed her that the appointment had been cancelled due to her not meeting the deadline providedThe client became very loud and belligerentI did not "yell" at herexplained that she had failed to meet multiple deadlines and extensions and the the cancellation was in her email.o My landlord, was in session with a client of her own in the next room, texted me that my client was being very loud and disruptiveI was informed that my landlord had to ask my client to lower her voice since there were other client receiving serviceWhen she refused, she was asked to leave the building.To answer the letter to the Revdex.com from the client:Never did the client inform me that she was illAs stated to the client in our email exchange, she did not need to go into her office toretrieve her voucherShe could do it from her computer of phoneI did not receive her email with the requested information until 6:pm, not 4:as shestateddid inform her of the cancellation in two emailsThe first was automated from*** *** went cancelled the appointment and the second was when receive her post deadline email, as have stated in the above timelineShe states that an employee was rude to herI assume she is referring to the landlord who had to ask her to lower her voice while other customers were receiving service in the suiteWhen she refused she was asked to leave the buildingI never yelled at her over the phoneI tried to explain the situationShe did not like whathad to say and began raising her voiceI am sure that not being told what you want to hear can be perceived as rudenessShe states she does not understand why she must send all the info in advanceWell, as show in the above timeline, this requirement was spelled out from the very first and on multiple occasionsIf she had a problem with providing information she should have spoken up at onceShe could have requested a refund from *** in the beginningNot waited days after purchasing the *** Deal, waiting until the last possible day to redeem it and not follow any of the required fine printShe asks why I did not call or email her about cancelling her appointmentAs started above,did email twiceAs far as my customer service being horrible, have a STAR Rating on ***, ***and *** from previous customersThis client purchased a *** Deal from ***She paid $to ***She received a voucher from ***, for massage services to be performed by my companyI received $from *** for the purchase of her voucherThe service to be provided is regularly priced at $She has not paid me any money directly.I have spoken to my *** representative about the possibility of *** refunding this customer her money.My *** representative says, that even though it outside of the timeframe for refunds and that the customer failed to follow the fine print of the *** Deal, he has asked *** Customer Service to waive all that and provide this customer a refund.The customer needs to send an email to Support *** ***.Com and *** will process a refund.AS far as the Customer's request for $100, she failed to read two separate emails notifying her of the appointment cancellationI am sorry that she feels inconvenienced but I have spent a solid three hours dealing with multiple email requests for information that should have been provided in her first transaction, Contacting *** on the behalf of this customer to secure a refund for her and compiling the information to reply to the Revdex.com complaintMy time is worth $per hour, so I am out $237.suggest we call it even and move on.AS stated above, the customer needs to send an email to Support@***.com and *** will process a refund.THOMAS J***