Vida Organic Life Massage Reviews (1)
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Vida Organic Life Massage Rating
Description: Massage Therapists, Massage Equipment & Supplies
Address: 320 Main St #C, Seal Beach, California, United States, 90740-6382
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Review: I purchased a 3-treatments-for $150 massage special from this spa on 5/01/14. When I purchased the package in person, there was no mention that this was a no-refund policy. When I returned to the spa later to schedule my first appointment, the massage therapist at the counter snatched a business card away from me (that I was writing my appointment day/time on), saying, "She pays for this," and put it back in the business card box. Later, as I walked away feeling very puzzled and offended, I realized that this was the same massage therapist who had frightened me when I went for a massage some time back. I realized that this was not a "healing space" because I felt anxiety about encountering this therapist again. I contacted the manager (who in fact was same therapist), but eventually was contacted by the owner. While she claimed to want to discuss my experience at Vida, she was unavailable when I tried to call her at the time she had requested and mainly just confirmed that no refund would be given.Desired Settlement: I would simply like a refund of $150 for the services that I will not be obtaining.
Business
Response:
In regards to the concern, it's unfortunate that this consumer thought it necessary to involve a third party.
While we have never had a problem with the consumer in the past, it's a shame that she feels that she
has to embellish trivial events in order to try to negate our company policy of not offering cash refunds.
The very first time the consumer visited our location was January 30, 2014. At this time, she had the
Massage Therapist/Manager whom she claims, in her Statement of the Problem, is also the
individual that "frightened" her on this visit. Not only is this our Manager, but she is also our most
requested Massage Therapist, working six days a weeks with a 92% request rate and plenty of
glowing reviews on Yelp. After the session, the consumer did not make any mention of being
frightened, uncomfortable, or unhappy. In fact, she made a purchase of 3 discounted massages that
were not valid until March 1, 2014. Because she had enjoyed her experience so immensely, we
made an exception and allowed her to use the discounted certificates for that January 30 session,
as well as another exception for a treatment on February 14, 2014. She used her final certificate
from this discounted package on March 6, 2014 and never mentioned to any of the Massage
Therapists, or the Receptionists at the front desk, any negative experience she had suffered. We
even email clients after their first visit to ask how the experience was so that they might feel more
comfortable submitting their thoughts in that form. We received a very pleasant email back from
the consumer.
On May 1, 2014, the consumer returned to take advantage of another pack of 3 discounted gift
certificates. She still did not mention being "frightened" of any specific staff members. On May 8,
2014, the consumer came into the establishment to schedule an appointment. While she did pick
up an individuals business card to write on, there was absolutely no physical contact as far as
"snatching". The Massage Therapist stated that because each Massage Therapist and Esthetician
pays for their own business card, it's not scratch paper, and another card, actual Appointment
Reminder cards kept by the Receptionist, would be substituted. She threw the card into the basket
and stated she would just write it on her hand. When the Massage Therapist and Receptionist told
her how easy it is to just use the actual Appointment Reminder card, she stated firmly to forget it,
then left.
The consumer requested to speak to the Owner regarding the matter. The Owner supplied the
consumer with her personal cell phone number and set up a day and time to discuss what had
transpired. The consumer texted the Owner to confirm. On the day of the appointed phone
meeting, the consumer did not call. A short time later, she left a message at the place of business
stating that she had never received the Owner's phone number. The Receptionist did not feel like
she had the authority to give out the Owner's phone number, and instead gave the Owner the
message. A short time later, the consumer texted the Owner, stating she forgot that she had
previously texted the Owner and did in fact have her number all along. At this time, because the
Owner had a fully scheduled day and the window of time she had set aside for this matter was now
unavailable, she advised the consumer that they would be unable to talk and would instead have to
email.
While the consumer had already been notified that per company policy, no cash refunds are given,
it was at this time that in an email it was stated that on the consumers third visit she had been
treated rudely. She also stated that she had received a job opportunity out of state. In addition to
this complaints being "frightened". There were several reasons as to why she felt that the we
should make an exception to the "no cash refunds" when it came to her. We offered to apply the
$150 towards retail product, which is an exception. We even offered to allow her to gift the three
massages to friends or family members. Though the consumer feels that there was no mention of
the "no cash refunds" policy, it is explicitly stated on every single gift certificate we sell.
Sincerely,
VIDA Organic Wellness
Consumer
Response:
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.
Regards,