Poor customer support

I had an incredibly disappointing experience at a Coco Vogue. I reached out to them to let them know I was running behind schedule due to an unexpected incident. However, I managed to make it on time and forgot to bring my own towels, as stated in the confirmation message they sent beforehand. They offered me the choice to purchase towels for R450, but when I suggested buying just one additional towel to cover myself, they insisted I had to buy two. While I understand the importance of hygiene, it seemed unnecessary since the massage only covers half the top body. (The towels are inexpensive sheet street towels that have a 100% markup.) Apparently they are eco friendly thus the reason for customers bringing their own towels.

What frustrated me further was the lack of alternative options like a facial or something else to ensure I didn't lose my voucher. Instead, I was informed that since they couldn't proceed with the massage, I'd have to pay a cancellation fee, which was even more than the value of the voucher. Only then could I reschedule, with the risk of losing the voucher if I didn't. So I ended up losing the voucher.

I argued with the manager that businesses should clearly communicate their policies on voucher redemption, including any conditions for forfeiture, to prevent misunderstandings. It's standard practice to have such terms clearly outlined in writing for transparency and to protect both the business and the consumer.

While the Consumer Protection Act mandates fair and transparent terms for voucher forfeiture, Coco Vogues terms were vague and didn't specify that failing to bring towels would result in appointment cancellation or voucher forfeiture. This lack of transparency seem unjust and should be challenged for potentially violating consumer protection principles. ot only did I incur the loss of the voucher's value, but also additional expenses such as fuel costs and a full day's leave from work. Moreover, the experience left me in a highly distressed state of mind.. My next step is to complain to FNB as they are a partner on the entertainer