Silverado Day Spa

Review: I purchased 10 tans from Silverado on 5/16/2013 for $54 dollars. At the time of purchase they were a part of a Mother's Day Special and inside that brochure. I was told they were good for a year. I used a few of the tans after purchasing but wanted to wait until next spring to use more. So when I called the other day, I spoke with [redacted] to see how many were left I was told 6 and that they were expiring on November 12 (which is next month). I said how could that be?? She said because I bought them in May that's how they expire. She offered to extend it to November 30th. I hung up the phone confused. I called back the next day and spoke to [redacted]. I asked to speak to the manager (which I found out was [redacted]) and she said she was not there. I explained to [redacted] what happened and she said yes the tans are good for a year and she could not explain why I was going to loose them. I told her what happened the previous day and she said since she cannot change the expire date she will see [redacted] in the morning and they would fix it and call me back. Needless to say I never got a call back. So I called the next day again. [redacted] answered and she said that [redacted] said I could use them until the 30th of November. But that isn't right considering the tans are supposed to be good for a year. [redacted] agreed again. She said she would try to call [redacted] (who was up at her boyfriends cabin) and call me back. Again I received no phone call. So I called again the next day and spoke to a different person,[redacted] . I then explained my whole story all over. Again she said they were good for a year too. She said since [redacted] is not there she will leave a note to have her call me and that I could come in and tan if I wanted to. She was very nice. Once again [redacted] never called me so I called again and sure enough she answered the phone. I told her my name and she knew who I was. She said "What?" I explained to her the problem. And she said that she had already spoke to me about it and there was nothing else for her to do. I said then why I am I losing the tans I purchased if they are good for a year. She then tells me they are not. I said that she was the only one to tell me that. I told her I purchased them from the Mother's Day brochure and it never said they would expire. She said yes it doesn't say it in there but it says it in their separate tanning brochure. She said that was all and I said no that's not all, this isn't fair. That's when she laughed and I asked to speak to the owner. Her reply was the owner isn't going to tell you anything different. I said well is she there because I'd like to speak to her. She said the owner ([redacted]) is never on-site in the office. I said that I'd like to leave her a message and ask that she return my call. [redacted] said ok but she isnt going to help you. I said I'd like to talk to her myself. So about 30 minutes later I get a call from a blocked number. They didn't leave a message. A block number called again and it was [redacted]. I answered and she said it was [redacted] from Silverado, then sat there saying nothing. I thought the phone went dead so I said hello... she said yeah. I then just told her my name and asked why this was happening. Someone from their store, even their advertisement was incorrect and I was the one loosing out on the package I purchased. She said it's been their policy for 30 years and was that all she had to say. No apology that I was told wrong. It was as if the conversation was disrupting her day. I again told her that because I was told incorrectly and their brochure was not correct I shouldn't be held punishable. If I knew they were going to last for a year I would have never bought them. She said thats the way its been for 30 years. I continued to try and reason with her but she went into I can't help you goodbye and hung up on me. I've told friends and family about my experience and now I am here.Desired Settlement: First and foremost I want a refund. The way I was treated was disgusting. They need better training rather then treat a customer so badly and accept responsibility for poor advertisement.

Business

Response:

First and foremost, we are a small business in the town of Stoughton. We have been in business for almost 30 years and take great honor in assiting the community of Stoughton with all sorts of services that our building offers. My manger, [redacted], has been with us for over 10 years. We give great pride in the dedication of all our employees that we have now and over the years.

The customer [redacted] purchased a tanning membership package of 10 tanning sessions on around May of this year. Tanning membership packages have an expiration date of six months from the date of purchase. The six months expiration is and has been in effect for the 29 years that I've been in business. Our employees are aware of the six months expiration date of all tanning membership sessions because it never has changed or have we ever offered a longer period. The expiration of six months for all tanning membership packages are posted at the check in counter as well as in our literature, brochures, website and flyers.

The customer [redacted], spoke with the manager [redacted] about the expiration date of her tanning membership sessions and [redacted] offered her the information about when her membership package was to expire, who then offered her an extended amount of time to use her sessions by the end of November. [redacted] agreed and hung up the phone. Then [redacted] called again the next day and spoke with [redacted] that after a lengthy conversation [redacted] became angry and would not accept the extended time, but insisted that she was going to use the sessions until May of 2014. [redacted] apologized time and time again. Then she proceeded to call again another day, and spoke with one of our receptionsits who also felt threatened by her. She kindly explained our policy to her. [redacted] then received another call from [redacted] two days later. She began to threaten my manager, saying this isn't the end, I work in the legal field and I know how to get back at you. Then she wanted to talk to myself the owner. I called her right away after [redacted] gave me the message. [redacted] did not pick up so I left her a message that explained our policy, and apologizing if there was any miscommunication. [redacted] then, called Silverado, after missing my call, and [redacted] called me back to let me know to call her yet again. I then called [redacted] back a second time, to speak to her about our expiration policy but she didn't want to hear it, but became angry with me also. I too offered her an extension on her tanning membership sessions, but she told me she would never step foot in our business ever ever again (raising her voice). I politely responded saying that we'd be happy to extend your expiration to the end of November. Then she said "That's it! That is all you have to say and started yelling so I kindly said goodbye and hung up the telephone.

Shortly after that conversation we received a facebook negative response and then an email with the words "Your place is getting a bad review. Be aware" at 7:35pm on October 28th, 2013

Like previously stated, we have been in business for almost 30 years and take pride in providing the best customer service possible. We were polite and kind to [redacted] the entire conversations we had with her.

Thank you for your time in this matter.

Bronz Tan

Stoughton

Consumer

Response:

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

[First of all to say I was the aggressor in this dispute is ridiculous. For a small business that has been running for 30 years I would think they would treat customers better. In no way did I threaten or yell at anyone. For an employee, who is [redacted] to say she felt threatened, then I ask why she was the one who agreed with me that the tans after a year. She even offered to let me come tan anyway, "If, I'm, here I'll let you use your tans" Therefore, your statement is very contradicting to what was said to me over the phone. Your employees agreed with me, minus the store manager who is also the owner's daughter. When I called the first time and told my tans expire in less than a month I never said ok and hung up the phone. I asked how could that be and she said that's the policy. I was shocked and that's why I hung up the phone. Only after speaking to other clients and salons I called back the next day. Which is the phone I refer to with [redacted]. I called more than once because no one/[redacted] would return my calls. The only time I was able to speak to her was when I called and then she stopped answering.

I never once believed a salon would represent themselves in such a manner where they laugh and hung up on a customer because their mistakes. They did not advertise correctly. And if this was their policy for 30 years, it should be stated as such in all brochures. Being a first time tanning customer, am I supposed to assume this... No, it's their responsibility. I never said "I know how to get back at you", that's another false statement. It's not about getting back at anyone, it's about false advertisement and being treated ethically. I did say I wanted my money back, so [redacted] must have misunderstood. When [redacted], the store owner called me, she never left a message. She called and must have gotten my voicemail and hung up. When I saw I missed a call I assumed it was here and tried to call the store. knowing that they have caller ID they didn't answer. Instead a few minutes later a "blocked" caller id was calling me. Sure enough it was [redacted]. She had her number blocked. And normally I don't answer those but since the first time the person didn't leave a message I did. [redacted] offered me an extension of 18 days. Hardly anything close to the year I was told. I told her that was unacceptable and not right to do to any customer. I asked her to acknowledge the mistake made by her business/employees. She refused and just kept repeating it's been this way for 30 years. I asked then why was I told differently. She apologized for me misunderstanding what I was told. I went to explain to her that I was told a year... she interrupted me and said there is nothing else I can do and that when I said "so is that it?". She said I can't help you. That is when I said I will share my story with others and social media. She laughed and called me immature and hung up, there was never a goodbye.

It is my right to share with others so they don't get fooled as I have. After that I did leave their business a negative feedback. As far as an email with "be aware" that was not me and I'd like to see the such email if they are accusing me of doing such. People read my story and at least 2 others had very unpleasant experiences at your salon. If they chose to leave feedback that is their choice. However Silverado has since removed all feedback from their page. So I cannot refer you to their many other bad reviews. The only thing Silverado says is they've been in business for 30 years but just because they've been around for so long doesn't mean they are ethical. It's an accomplishment for a place that is horrible to their employees and clients. In the end, it boils down to what I was told was wrong and the advertisement I used to purchase my tanning package was misleading and did not indicate any expiration of 6 months. I never raised my voice or threatened anyone. I wanted a refund and never expected to be so rudely mishandled from a place who says they pride in themselves for providing the best customer service. I guess I didn't meet their criteria for great service. ]

Regards,

Business

Response:

Again, I'd like to express that we provide great customer service to each and everyone of our customers. It is very disheartening when we heard that [redacted] was unhappy with our expiration policy. The policy is clearly posted on our advertisement, brochures, flyers and website. I have to believe she just assumed differently.