Euphoria Spa & Wellness Center

Response from Euphoria Spa & Wellness Center

We have found that in this industry, when a customer holds on to a gift certificate for a length of time before redeeming it, he or she may have printed a duplicate copy or redeemed the certificate months earlier and forgotten about it. Occasionally, customers even "re-gift" a certificate to another person. When we were processing this customer’s gift certificate after her service, we discovered the certificate had been used, so we promptly followed up with the customer to receive payment for the service (thinking that this was the case in her situation). Our process is to accept gift certificates from customers upon check-in to verify that a certificate number is valid and has not been previously redeemed. In this case, our staff member waited until later that same evening to process the gift certificate. Upon further investigation, we learned that a programming error caused a duplication of some of our gift certificate numbers, which made this customer’s number invalid. We have since updated our systems to ensure that this error does not happen again. We apologized in writing for the distress caused to this customer, and offered to make things right with her. Our team always strives to be responsive to any customer inquiries or concerns. If we are not available by phone during regular business hours, while assisting other customers, we invite callers to leave a voicemail message. It is our policy to return all messages within 24 hours, typically less. A positive customer experience is far more valuable to us than the business outcome. We hope that this individual will accept our error and humble apologies, and be open to giving us another chance in the future.