Seacret Spa

I apologize for the inconvenience but we have a two sided sign one is facing the inside of our kiosk and one is facing the outsideAlso when a costumers signes he sees the policy on the screen when he signes We sell skin care products, we do not know where the products were and in what temperature that is why we are not allowed to resale the productsThe costumer is quoting that she is not satisfied with the products but in fact they are not even openedI understand buyers remorse but this is our policy We will be happy to exchange any products for the costumer Thanks!

I apologize for the inconvenience but we have a two sided sign one is facing the inside of our kiosk and one is facing the outside. Also when a costumers signes he sees the policy on the screen when he signes. We sell skin care products, we do not know where the products were and in what
temperature that is why we are not allowed to resale the productsThe costumer is quoting that she is not satisfied with the products but in fact they are not even openedI understand buyers remorse but this is our policy. We will be happy to exchange any products for the costumer. Thanks!

Hi how are you ?I am responding to a complaint regards to my business that occur on sep 27th in Seacret spa in the *** *** center in ***I do not understand what is the complaint about because the numbers are not correct*** *** did make a purchase that had
different transactionsThe total amount was 2940$ and with tax it came to 3116.4$ .
*** *** stated in the complaint that she paid 3929$Which is a big differenceI do know that before the card was charged for the third transaction she had a decline on a different cardMaybe because it was the weekend so the bank did not update her account or somethingIf you have any questions ill be happy to answer or if you need to see receipts or invoices as wellThanks!

Attached please find the following documents: - Order Details of the online order placed by *** *** USPS Delivery Confirmation of Package; Two email correspondence sent to *** *** regarding the order and shipping. The United States Postal Service - a government regulated agency - has
provided documentation that the package was delivered to the address provided by *** ***. In different emails *** *** was advised to contact the local USPS office in regard to the package. USPS advises that they have not been contacted by the Consignee nor has a claim been filed against the "missing" package. Seacret Spa LLC fulfilled the order as well as shipped with a federally regulated government agency that shows delivery of the package to the address provided by the Consignee. The Consignee has not followed up with the USPS but is asking for a refund. *** *** needs to open a claim with the USPS regarding the package and the concern of Seacret Spa at this time is that *** *** has been advised to contact USPS and has chosen not to. Seacret Spa LLC will not issue a refund for this order as it was delivered. Any additional inquiries regarding this order should be directed to the USPS with the tracking number provided to *** ***. Sincerely, Susan B***VP Specialty RetailSeacret Spa LLC*** * *** **
*** ** ***

I apologize for the inconvenience but we have a two sided sign one is facing the inside of our kiosk and one is facing the outside. Also when a costumers signes he sees the policy on the screen when he signes. We sell skin care products, we do not know where the products were and in what
temperature that is why we are not allowed to resale the productsThe costumer is quoting that she is not satisfied with the products but in fact they are not even openedI understand buyers remorse but this is our policy. We will be happy to exchange any products for the costumer. Thanks!

Hi. I disagree with these accusations because yes a few products we charge a bit more than the website but the expensive products that this costumer purchased are very expensiveshe got products for 699$ I've attached the prices from the official websites
she got one "vine vera syringe" which is dollars in the websitePlus she got of the sec neck and chest which is on the official company websiteDo not know where is it dollars but maybe it is a person that sells old products or expired ones.
Thanks

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I apologize for the inconvenience but we have a two sided sign one is facing the inside of our kiosk and one is facing the outside. Also when a costumers signes he sees the policy on the screen when he signes. 
We sell skin care products, we do not know where the products...

were and in what temperature that is why we are not allowed to resale the products. The costumer is quoting that she is not satisfied with the products but in fact they are not even opened. I understand buyers remorse but this is our policy. 
We will be happy to exchange any products for the costumer. 
Thanks!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  When I made the purchase I was told that the final receipt represented my entire purchase and that the first two purchases were voided and were included in the third purchase which now represented the ENTIRE  purchase. 
I would return the merchandise that remains unopened if given an address to ship the merchandise.  I am out of the area and cannot return the merchandise in person.  I did not intend to purchase that amount of merchandise as I was told that the last amount was the TOTAL amount I owed.
Regards,
[redacted]

Thank you for reaching out to us to investigate this concern from our mutual customer.  I have reviewed the account in question and see that Ms. [redacted] was signed up as a Preferred Customer on July 6, 2014 and the account was placed on the monthly autoship program.  I see the following...

orders on his account:SO#[redacted]       July 6, 2014               $64.74SO#[redacted]       October 6, 2014          $69.71 Ms. [redacted] contacted us on November 5, 2014 requesting a refund for the October order.  It appears that she had refused delivery of the order and it had not been returned to the warehouse as of that day.  Our Team Member correctly advised that this was not the proper way to return product and we would need to wait until the product was processed at thewarehouse.  Ms. [redacted] contacted us again on November 13, 2014 and the product still had not been received.   As a gesture of good customer service, we approved a refund to be processed to the card even though the product had not been returned.  This refund was processed on November 20, 2014.  As it appears that Ms. [redacted] was signed up for this autoship program without her authorization.  I have confirmed that all autoships have been cancelled, her credit card has been removed from the account, and I will request the balance of $8.75 be refunded as well.  In typical return situations, the original shipping charges are not refundable, but I will makean exception in the name of good customer service.  At Seacret, our number one Core Value is to “deliver a world class customer experience” and we hope to see Ms. [redacted] back in the future. Regards,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I have copies of the products, and the prices I can buy these for online. The one product he speaks of that they sell for $1299.00---(the "dfi 60 second neck and chest lift") can be bought on the internet for $69.99. It is sold by [redacted]. I have sent him pictures of all products I bought, and the less expensive ones online! He offered me a free bottle of the 60 second neck and chest lift----the one that sells for $1299.00.. Sorry, I do not get to Park City, and that is not even close to what I was overcharged. I have my own business, and even on their website they are making a profit. I know they have to make a bit of money----but I cannot believe they are allowed to get away with this!I have attached the products I am speaking of.
Regards,
[redacted]

A refund in the amount requested has been processed.  Please allow 5-7 business days to see this on your account.Seacret Spa LLC apologizes for this unfortunate incident and wants the customer to know that no further charges will be incurred.Sincerely,

Seacret Spa is sorry to hear of this incident and sincerely apologizes for any misunderstandings and inconveniences. The following credits have been issued to your credit card. On May 23, 2014 – a credit in the amount of...

$75.99 On May 28, 22014 – a credit in the amount of $8.75 On May 28, 2014 – a credit in the amount of $14.00 Total credits issued back to your credit card are $98.74 – this includes the amount previously charged to your card as well as the $14.00 shipping charge you incurred. At this time Seacret Spa considers this a closed matter. Sincerely,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

How could I know if the product worked as promised if I did not open the package and try the product?

Regards,

To Whom It May Concern:

Seacret Spa LLC is concerned with this complaint filed through the Revdex.com and

wishes to file the following information.

On April 14, 2014 customer [redacted] placed an online order thru www.[redacted].com.  The...

order

included the following items: Age-Defying Refresh Vitamin-Rich Moisturizer

($249.95); Age-Defying Revive Eye Serum ($249.95); Mud Soap ($14.95); and

Intensive Moisture Night Cream ($79.95).  Total for the order was $594.80

with free shipping and the order was paid online via [redacted]l.   This

order was shipped via [redacted] tracking number [redacted]and weighed 6

lbs. and was received by Ms. [redacted]. 

Ms.  [redacted] shipped back to Seacret Spa LLC with [redacted] Tracking Number

[redacted] - a package with a weight of 1.11 lb as verified by [redacted]

a federal regulated shipping company.  This weight corresponds to the box

containing the Age-Defying Refresh Vitamin-Rich Moisturizer.  Had the box

returned to Seacret Spa LLC contained all the items that Ms. [redacted] says she

placed in the box then the box would have a minimum weight of 3 times this

weight as evidenced by the actual weight of each product. 

Included in the return box with the Age-Defying Refresh Vitamin-Rich

Moisturizer was the attached paperwork.  Please note that someone has

written next to each product what is supposedly being returned to Seacret Spa

LLC.  Also note that although this is a copy it can be seen that there is

white-out used next to and underneath the handwriting of the Intensive Moisture

Night Cream.

Seacret Spa LLC has advised Ms. [redacted] of all of the above information. 

Ms. [redacted]'s [redacted]l account was credited for the product she shipped back -

Age-Defying Refresh Vitamin-Rich Moisturizer for $249.95.

As Seacret Spa LLC will always provide superior customer service - in addition

to the credit back to the [redacted]l account Ms. [redacted] has been given a one-time

credit for product in the amount of $329.90.  Again, the products were

never received back as evidenced by the weight of a federal regulated shipping

agency of Ms. [redacted]'s choice.  Although the products were never

received, Seacret Spa LLC is giving Ms. [redacted] a gift.  To credit monies

back to Ms. [redacted]'s [redacted]l account for product she did not send back to Seacret

Spa LLC would be inappropriate.  Rather, Seacret Spa LLC has gone above

and beyond "normal" customer service and has offered Ms. [redacted] a gift

in the amount she feels she is "owed" toward a future purchase. 

Without the return of the product, Seacret Spa LLC cannot credit Ms. [redacted]'s

[redacted]l account. 

Again - it was Ms. [redacted] that packed the return box and paid the shipping

charges - all that corresponds to this is the one item.  Should Ms.

[redacted] choose not to avail herself to the generous one-time product credit we

have offered this is her choice.  Seacret Spa LLC considers this a closed

matter unless Ms. [redacted] chooses to ship back any unused products that she has

purchased.

Sincerely,

?

We here at SEACRET believe customer service to be our number one priority at all times.  Our posted polices, procedures, warranties and guarantees have been clearly posted since the inception of the company (as previously attached).Two years after the original purchase (without proof of purchase) Mr. [redacted] feels he has been wronged and although it is completely against our company policy we will do our best to accommodate his request.Therefore, upon receipt of an address for Mr. [redacted] we will send him 3 buffing blocks and 3 nail files.  Upon receipt of these items we at SEACRET consider this matter closed with no further action available.Going forward, if Mr. [redacted] desires to purchase any additional SEACRET products we recommend that the purchases be done directly through our website at [redacted].  All company policies and procedures will be strictly adhered to for any future purchases.  Additionally, we wish to remind Mr. [redacted] that Kiosks are operated by independent resellers and prices, guarantees, warranties, etc. are between the customer and the reseller.   SEACRET SPA LLC is not liable for anything between the reseller and the customer.Lastly, Mr. [redacted] should once again look at the bottle of lotion he received with his original purchase as on the back it does advise of a 12 month expiration.Sincerely,[redacted]

In regard to Revdex.com ID # 10139388, Seacret Spa LLC would like to submit the following response.

 

The receipt provided by the customer clearly state “NO Refunds. Exchanges within 14 days.”  Per Ms. Smith’s email, Noa, the operator of Seacret at Riverwalk Marketplace complied with the policy posted on the receipt and offered an exchange.

 

Additionally, Ms. Smith states that she has opened and used the product purchased.  Due to health code issues we are unable to return an opened product.

 

Based on the receipt that clearly states “No Refunds” and the conversation between Noa and Ms. Smith that an offer of exchange was made and declined, Seacret Spa LLC considers this a closed matter.

As previously stated the receipt clearly states: “NO

Refunds, Exchanges with 14 days.”

 

[redacted] was offered an exchange by [redacted], the operator of

Seacret at [redacted] within the 14 days stated on the receipt.

 

[redacted] has opened and used the product purchased.  Seacret is unable to accept a return as it

has been opened and therefore a return would be a health code violation.

 

[redacted] is asking for her money back on a product that

cannot be returned.  Additionally, **.

[redacted] was offered an exchange per the policy clearly printed on her receipt –

[redacted] chose not to take this option.

 

Based on all the facts associated with this situation it is

clear that [redacted] is unhappy with the product.  However, [redacted] made the purchase and

chose not to exchange as offered and clearly posted on the receipt.  Seacret cannot take back an opened product

and therefore the request for a refund cannot be accommodated.

 

I would like to make it very clear that Seacret has complied

with the policy posted on the receipt – this course of action was declined by

[redacted]. 

 

Seacret strives for excellence in customer service and we

believe that in following and supporting the posted policy this has been

achieved.  [redacted]’s discontent is duly

noted however refunding money in this situation is not the appropriate action

as all procedures and guidelines have been followed.

Thank you for reaching out to us to investigate this concern from our mutual customer.  I have reviewed the account in question and see that Ms. [redacted] was signed up as a Preferred Customer on July 6, 2014 and the account was placed on the monthly autoship program.  I see the following...

orders on his account:SO#[redacted]       July 6, 2014               $64.74SO#[redacted]       October 6, 2014          $69.71 Ms. [redacted] contacted us on November 5, 2014 requesting a refund for the October order.  It appears that she had refused delivery of the order and it had not been returned to the warehouse as of that day.  Our Team Member correctly advised that this was not the proper way to return product and we would need to wait until the product was processed at thewarehouse.  Ms. [redacted] contacted us again on November 13, 2014 and the product still had not been received.   As a gesture of good customer service, we approved a refund to be processed to the card even though the product had not been returned.  This refund was processed on November 20, 2014.  As it appears that Ms. [redacted] was signed up for this autoship program without her authorization.  I have confirmed that all autoships have been cancelled, her credit card has been removed from the account, and I will request the balance of $8.75 be refunded as well.  In typical return situations, the original shipping charges are not refundable, but I will makean exception in the name of good customer service.  At Seacret, our number one Core Value is to “deliver a world class customer experience” and we hope to see Ms. [redacted] back in the future. Regards,

Seacret Spa LLC will always provide superior customer service.

In order to be able to assist this customer and resolve the issue. Please have the customer provide a copy of the receipt of purchase as well as a picture of the product.

Sincerely,

[redacted]...

[redacted]