1 reviews | Active since Sept 2017
Cancellation & BAD Customer Support
App**** for my subscription in May only for it to activate in June as I was aware.I checked for bookings non was available on the weekend, I'm at work during the week which else is going to pay for the subscription while I'm out having a massage all week doesnt make sense non the less. Then I decided I'll cancel the subscription and that was in June the same month, they advice that the fee would go off and I agree to the amount of R299 which I agreed upon when signing up just to find out that a extra R200 went off. I immediately reverse the amount of R200. I was sent a confirmation in June that my account is cancelled. Its August going into September my account is still being debited R500 in total. I sent an email and Shareefah contacts me from head office. I sent them an email "Hi,
Thank you for contacting me.
Im honestly disgusted with the service I received.
Firstly, I wasn't even asked if I have time to chat telephonically.
Secondly, I was approached in a very rude manner.
Thirdly, Shafieka whom spoke all over me which I did not appreciate.
Is this the type of service you receive from head office?
I'm so disgusted with your service."
At the time I received the phone call I was at work. My day was spoilt immediately.
I'm sure their appointments are amazing.
But what happened to customer satisfaction and just debuting an amount you did not agree on? So everyone is just going around acting like SARS?? NOT COOL
We are so sorry to hear that you are so frustrated.
Please note that when you took out the membership in May, you were allowed to book any treatments at no charge, subject to availability, for the balance of May and the whole of June, given that your first debit order was scheduled for the 25th of June 2019. This means that you were given a month and half's free membership. Furthermore, bookings can be made via our website 20 days in advance, giving ample opportunity to secure weekend slots.
As indicated on our system, there was in fact a booking for you for a treatment on the 26th of June 2019 (a couples aromatherapy massage), but you did not arrive, hence forfeiting this treatment.
The amounts that went off your account were for your registration fee and your first monthly membership payment, which was agreed to and outlined in our terms and conditions. Your cancellation was requested on the 19th of July 2019 (our terms require that you forward written notification 20 working days prior to your desired cancellation date), therefore we could not count your 20 days notice in the month of July, hence your monthly premium for July being lodged and the cancellation scheduled for August 2019.
We have reviewed your payment history and all payments mentioned above, barring July were reversed by yourself, leading to us re-debiting your account to recover monies owed. Provided that these payments are not reversed again, no further debits should come off your account.
With regards to Shariefah, we are investing your complaint and will deal with this accordingly.
Please do feel free to contact us should anything be unclear or if you need further assistance.
Kind regards
MoiMooi
We are so sorry to hear that you are so frustrated.
Please note that when you took out the membership in May, you were allowed to book any treatments at no charge, subject to availability, for the balance of May and the whole of June, given that your first debit order was scheduled for the 25th of June 2019. This means that you were given a month and half's free membership. Furthermore, bookings can be made via our website 20 days in advance, giving ample opportunity to secure weekend slots.
As indicated on our system, there was in fact a booking for you for a treatment on the 26th of June 2019 (a couples aromatherapy massage), but you did not arrive, hence forfeiting this treatment.
The amounts that went off your account were for your registration fee and your first monthly membership payment, which was agreed to and outlined in our terms and conditions. Your cancellation was requested on the 19th of July 2019 (our terms require that you forward written notification 20 working days prior to your desired cancellation date), therefore we could not count your 20 days notice in the month of July, hence your monthly premium for July being lodged and the cancellation scheduled for August 2019.
We have reviewed your payment history and all payments mentioned above, barring July were reversed by yourself, leading to us re-debiting your account to recover monies owed. Provided that these payments are not reversed again, no further debits should come off your account.
With regards to Shariefah, we are investing your complaint and will deal with this accordingly.
Please do feel free to contact us should anything be unclear or if you need further assistance.
Kind regards
MoiMooi