I called the Austin office on Monday, November 10. I ordered 3 gift certificates for $60.00 (total). I told the receptionist that my husband and I wanted to schedule a massage while he was home from Iraq on R & R. I was told that I would received the certificates by Friday, Nov. 14.
My Credit Card was charged 2 days later. By Friday, I hadn't received anything. I called again the following Monday, and Tuesday. I left messages on the receptionist's voicemail. Their policy of returing calls within 24 hours is a JOKE!
Both my husband and I called again throughout the week. I spoke with Terry in customer service twice, who just transferred me to a manager, who also never called back!
We drove by the Killeen School of Massage twice, just to see if we could speak with anyone. It was closed. On Nov. 24 I contacted an advisor (as if I was a new student), she seemed to be the only person who cared!
She apologized, stated that she'd haved the receptionist call me (she never did). Then she followed up with a return call. I'm not sure if she put new certificates in the mail, but I received 3 the next day.
We called the School to schedule our massages in Killeen. We were told that they didn't have availablilty until Thursday. My husband would be gone by then!
My husband asked for a refund. Dawn, the receptionist told us that they had a no refund policy. We asked if they would compensate us with 1 free coupon for our troubles. She got an attitude and stated "That we just wanted to receive something free!" and that it wasn't her fault I didn't receive the original coupons, because she mailed them.
When I asked to speak to her manager, she said she was "In a meeting". She didn't want to give me her manager's name or extention. I told her about her poor customer service, but she didn't seem to care. I asked God to bless her then hung up!
They will not take accountability for their poor actions, I will try to address my concerns in a letter. I'll also advise all military personnel not to frequent their establishment, but to invest in Tranquil Retreats, a more pleasant atmosphere!