Massage Envy - Lee's Summit
2021-02-19T05:36:41.000Z
So my Boyfriend surprised me with a Full Body Massage at the Lee's Summit location for Valentine's Day!
He called a few days in advance and booked and paid for the appointment. I'm assuming they created some sort of account and put the funds on my account.
Valentine's Day Morning the weather was pretty bad so my boyfriend drove me to my appointment and walked me in to be sure that I got checked in ok. There were 2 young ladies at the front desk, one asked to check me. She asked if she could send the Covid Wavier and info to my phone in a text message, I agreed and took a seat. After about 5 mins and another customer coming in and being handed a tablet and checking in before me because I never got the text ( she was helped by the other Clerk) the Clerk gave me a tablet and I got checked in and My boyfriend left.
I had and amazing experience with Jade! She was very nice and informarive.
Checking out is where the real issues began. The same Clerk who had issues getting me checked in with the Covid wavier checked me out ( my mistake).
She asked me if I'd be paying for my service today with card ending in numbers "1234", I informed her that the service had already been paid and that I wanted to give the Massage Therapist a tip. She ran into an issue at some point and needed help from the other Clerk. The other Clerk Helped her fix the issue but I overheard the words "I'll just refund it back" mind you neither of the clerks let me know what was going on. I asked the Clerk who was checking me out if everything was ok and she very quickly and carelessly brushed over the fact that she had charged my boyfriends card a second time because she "wasn't paying attention" to the fact that a gift card was already on my account.
She told me that it was totally her mistake and that the other Clerk refunded the money. She then went into a spill about signing me up for a membership and I listened because I understand it's apart of the job.
I was still uneasy about the double charge and didn't know how or if that would effect my boyfriends finances or the rest of valentine's day (horrible way to start Valentine's Day). I decided to ask both clerks how long the refund would take to process and they told me it would be about 2 business Days and I was again uneasy because I knew my boyfriend probably wouldn't be happy and that this would probably ruin Valentine's Day.
Once I got in the car I explained to my boyfriend what happened and he was very upset. He called and spoke with the Manager who stated she couldn't do anything and that a refund was processed and the money would be back in his account in 5 business days. My boyfriend was not ok with the time frame and the Manager offered to call the owner.
The Manager called back and told my boyfriend she went in and processed the refund and that it would be back in 2 day...... of course all this happened Sunday fast forward to Wednesday and My boyfriend calls again and the manager claims the charge never processed and wanted my boyfriend to send a bank statement of proof of the money coming out a 2nd time. He sent the screenshot and the manager said she'd make some calls and get back to him.
It's Thursday night and still no refund. I cannot understand why the Clerk didn't give the cash back since it was their mistake. You never make a customer pay for the companies mistake and you never know how that mistake can impact someone life or plans. Thanks for putting a huge smear on Vday and my first experience with your company!
So my Boyfriend surprised me with a Full Body Massage at the Lee's Summit location for Valentine's Day!
He called a few days in advance and booked an... More