Reply on My Spa Journeys
Dear Valued Guest:
We would like to first thank you for visiting My Spa Journeys over the last 2 years. We hope we have done a few good things to have you wanting to come back to us in the past.
Regarding the use of SpaFinder and My Spa Journeys gift cards, we would like to confirm that they *can* be used for *most* of our promotions. In fact, the only promotions they are not valid for are our SpaWeek, SpaFinder Wellness Week, and Customer Appreciation Week in which the value of all services is already greatly discounted.
All other monthly promotions totaling hundreds of valuable offers, are valid with *all* gift certificates.
Regarding the problem that you referenced with issued gift cards, we believe this is in relation to the **complimentary** $75 gift card we gave you which was partially redeemed for a confirmed appointment that you did not show up for.
Once again, we want to apologize that all of our attempts and efforts to clarify any misunderstandings and disappointments you experienced on your end, were not to your satisfaction. Like we mentioned during our lengthy phone conversations with you, our number one goal at the spa is to always strive to exceed our customers' expectations, which is why we offered to give you a complimentary $75 gift card, but unfortunately it was still not acceptable to you. You requested another $70 be given to you, which was something we felt could no longer be justified, given that we had already agreed to provide a $100 treatment for a $25 gift card back in January.
To reiterate, our terms and conditions for our promotions are similar to well-known retail stores such as Macy's, Ann Taylor and Banana Republic who do not allow the use of gift cards for certain discounts (they require you to use their credit card to take advantage of certain promotions instead).
The main purpose for this is to 1)help generate cash flow, 2)enable our valued staff members to have a viable income in these hard economic times, and 3)still offer great deals to our valued guests including yourself. However, we went ahead and honored your requests and more, but in the end, we still could not satisfy you. For this we are truly sorry.
Going forward, we would like to remind you again that all our gift certificates can be used 95% of the times, but again, because a few promotions are already greatly discounted, we cannot be sustainable as a business if other discounts are allowed, including the use of complimentary gift cards.
Last, we want to let you know that we took the time to review your file and noticed that you have received one facial, one waxing, and one hairstyling service (all in 2010). Therefore, we would appreciate knowing more about the "spa treatments" that you have mentioned as having "gotten worse rather than better over time" so that we can address our progress appropriately. Perhaps you have mistaken our services for another day spa that you have visited recently?
We truly appreciate your time and feedback very much, and therefore, we sincerely thank you for giving us the chance to address your concerns.
We look forward to hearing back from you.
The My Spa Journeys TEAM
April 28, 2011