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Spa WeekMedia complaints

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89 5th Avenue 4th Floor
New York, NY 10003 | Get Directions

(212) 352-8098

http://www.spaweek.com

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Total Amount in Dispute:
$60.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Spa WeekMedia closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Spa WeekMedia

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10/25/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $60.00 Amount Settled: $0.00

Customer Complaint

10/6/2022

I am writing in regards to a gift card purchase. I purchased 150.00 gift card expecting 60.00 in return. They keep telling me it must be purchased through their site. I purchased the card through their sight! I have sent them proof. They keep denying they're able to help me. Huge trouble for them, since this is false advertising!! Plus, I have an email sent to myself from Bridget of a conversation between her and customer service rep and she's completely inappropriate ! Danell called in complaining that she did not receive her bonus cards from the Get a free $10 Bonus with every $25 Spent. She has E giftcard number fear that was purchased last 10/01/22 from spaweek.com for $150. She had the gift card but she don't have any order number to give. Is this really how you provide your customer service? I purchased 150.00 for my massage knowing I only needed 100.00, only because your website offered me incentives. Resolution Sought I would like my 60.00 bonus card.

Company Response

10/10/2022

We are sorry for the frustration this consumer is experiencing. We have searched our database multiple times and can confirm, given the information provided, that no purchase was made through our website checkout. During our conversations with the consumer, we tried to make it clear given the order experience she indicated and the 17-digit gift card number provided, she did not, in fact, place the order on spaweek.com. Any order placed thru spaweek.com would have an order number attached to it and she would have received a spaweek.com order receipt. Because the order was placed thru a 3rd-party retailer, any promotional offer she received from Spa Week via email would not apply. We are sorry about this consumer's confusion, but unfortunately, any internal promotional offers are not valid on orders placed through another company. The simplest course of action would be for the consumer to reach out to the Sezzle (the 3rd party retailer we believe she ordered thru) customer service team for assistance to see if they would honor a refund and then she could place a new order on spaweek.com with one of our current live promotions.

Customer Rebuttal

10/11/2022

I did place it at spa week.com. I did!! I used spa week website and paid using my sezzle account. Regardless, your company should honor this 100. I sent you receipt of payment, gift card number, and how dare you tell me how I purchased this from another website. I have umpteen hundred emails from spa week and many showing gift card bonus! Make this right. Your company is a scam. First off customer service is beyond terrible. You’re representative, should be fired for saying that I called complaining and you for completely not noticing the comment and forwarding it to me. You have not listened to a single concern of mine and completely keep denying this purchase! This is your opportunity to make this right with a customer.

Company Final Response

10/21/2022

Spa Week Media is an established and well-respected company with over 20 years in the gifting and spa business. We stand by our policies and by our employees. We work to be as transparent as possible in our marketing emails and on our website with our clients in regard to our promotions and the issuance of bonus gift cards for any purchases made on spaweek.com. As stated, this purchase was not carried out through our website, as we do not accept Sezzle as a form of payment at checkout. We can support this conclusion with the information and technology we have on our end as a company. At this time, this matter is considered closed internally as we have no further ability to aid this consumer. If needed we are happy to supply the Business Alliance with further information surrounding our investigation into this claim.

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