Mandy G

No Refund and atrocious attitude from owner

<p>I'll try and keep it short. I've trying for months to get an appointment at this Spa. I finally after numerous phone calls decided to go there personally to book an appointment for myself and my mom (a gift or spoil for my mom) When I tried to book the lady told me they were fully booked the entire December. She then said I could buy a voucher as after the holidays they would calm down. So I purchased a voucher and kept trying to make a booking as the lady told me to just keep phoning I might get lucky if someone cancels. Both my mother and I called and I even sent an email enquiring about a booking and after no less than 10 calls we still could not get a booking. Finally at the end of Jan my Mom went there personally to try and get a booking for both of us and she informed the lady at the desk that we have been struggling to get a booking. The only option of day they could give us was for Sunday the 5th of Feb. On Sunday 30 min before our appointment, the Spa calls and cancels our booking due to an electrical fault. There were no apologies, or alternative dates offered (we were told to call and make another booking) and we were told the owner would contact us within 2 minutes. That never happened. 2 Hours later they called to say we can come in but only for 1 treatment as they have other clients booked. We chose to say no and asked for a refund as we both realised we would have to go through all the drama of getting another appointment and of having to make numerous phone calls and or having to pop in again. Also my mom was leaving for Port Elizabeth shortly in the new week. The attitude and non-apologies from staff was also a let-down and it put us off this place indefinitely. The owner called me Monday morning to explain and to offer my mom a free mini facial. I told her that we are not interested as we always struggle to get a booking there. She was so rude on the phone - I recorded the call and later that morning I sent an official email with that recording attached asking for a refund as the service was not rendered and the Spa cancelled our appointment. I was told very shortly and rudely in an email that I won’t be getting a refund and I was told that I exaggerated the events and difficulty of getting an appointment. There after there were several emails back and forth, and each new email from the owner was laced with insults whereby my integrity and honesty was called into question and I was called a bully. I was blatantly told that they refuse to give a refund and i just have to use the voucher. There were so many inconsistencies from their side but both my Mom and I were called liars basically. She even had the cheek to send me an email with information on the CPA to tell me that she’s within her rights not to refund me even though THEY cancelled the booking. This entire experience has left a very bitter taste for both my mom and I and they now want to force us to go to their establishment and or buy a product with that voucher... NO refund at all.   I have all correspondance + phone calls if anyone wants to see how this lady addresses customers.</p>