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Abysmal Customer Service - Review by Carol B | Identity Day Spa and Salon

Identity Day Spa and Salon


Abysmal Customer Service 10/11/2007

We used to regularly send our employees to identity day spa for massages, facials, pedicures, etc. It's the closest spa, and the treatments have been adequate. A few months ago one of my staff members surprised me with a gift card for a treatment from Identity (you wouldn't believe what she went through with them to get it). I decided to use the treatment, add on a facial, and also purchase a gift card for my son to have a massage. They said I owed $35 for the facial. Not ever having purchased a facial, I didn't think this was an unusually low price. When my son called to make an appointment, he was told I had used his giftcard already. He knew this was a mistake, so he asked me to call the spa. A young lady who said she managed the spa proceeded to tell me how I made the mistake of not telling them to link the giftcard I purchased for my son to his name. By not doing so, the credit went on my account and so the facial, which actually cost $95 was deducted from my account, depleting the amount I had told them to put on the card for my son's massage. After battling back and forth, she relented and let my son come in. Upon arrival at the spa he was given an envelope with my name and his name on it. He figured it was an apology saying something to the effect of "Sorry about the misunderstanding; we value your business. Please enjoy your massage." Nope. It was computer printouts detailing every transaction, along with a note telling me why I was wrong and Identity was right. I called the owner. I had been willing to let by-gones be by-gones, but this was getting frustrating. The owner proceeded to tell me that surely I knew that a facial cost more than $35, and that I was trying to get away with getting my son a freebie. I don't work that way, and I had been a longtime customer of Identity Day Spa. However, I cannot go back or send my employees, friends, or relatives there any longer, and I recommend that if you patronize this establishment that you be very careful, ask lots of questions, and ask to know exactly how the transaction is affecting your account, regardless how obvious it may seem. Incidentally, their website lists a number of different kinds of facials, ranging from $25 to $95...without consultation or an explanation of pricing, they had automatically charged my account for the most expensive treatment. I guess it was my bad for not asking more questions. more
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