Item: MoiMooi
Rating: 1
Author: Nonhlanhla N

MoiMooi's replyOfficial

21 Sept 2020, 11:05

Dear Nonhlanhla,

You joined as a Moimooi member, which entitles you to use up to 5 beauty spa treatments per month. Our communication logs indicate that you were contacted on 16 September and 18 September in order to move the time of the appointment by 1 hour as we had an employee that was booked off ( we have to take sick leave extremely seriously). The previous appointments that you changed were done by yourself, not us. We understand that you had some really serious reasons as to why you cancelled.

We are operating under covid restrictions which has put pressure on our operation mainly in terms of booking availability, number of the******s and clients that we can accommodate at any given time which does not mean the system is flawed.

Most of our members book online via our booking system ( not an arbitrary portal), which offers convenience and in line with modern technology.

You were not threatened with legal action, only explained that if you did not comply with the prescribed cancellation procedure that a legal process could be followed.

We have via all our communication platforms communicated to all our members that treatments lost during lockdown would be accommodated after lockdown, no time limits.

We are trying our best under very difficult and challenging conditions, most of our valued members have been understanding and cooperative.

We understand that you do not have the patience to be a member under the above-mentioned conditions. We also strongly advise you to adhere to the cancellation criteria.

Apologies for the misunderstanding.

Yours Sincerely,
Customer Service Dept

PS. you were offered 5 free treatments as compensation

MoiMooi's reply21 Sept 2020, 11:05

Official

Dear Nonhlanhla,

You joined as a Moimooi member, which entitles you to use up to 5 beauty spa treatments per month. Our communication logs indicate that you were contacted on 16 September and 18 September in order to move the time of the appointment by 1 hour as we had an employee that was booked off ( we have to take sick leave extremely seriously). The previous appointments that you changed were done by yourself, not us. We understand that you had some really serious reasons as to why you cancelled.

We are operating under covid restrictions which has put pressure on our operation mainly in terms of booking availability, number of the******s and clients that we can accommodate at any given time which does not mean the system is flawed.

Most of our members book online via our booking system ( not an arbitrary portal), which offers convenience and in line with modern technology.

You were not threatened with legal action, only explained that if you did not comply with the prescribed cancellation procedure that a legal process could be followed.

We have via all our communication platforms communicated to all our members that treatments lost during lockdown would be accommodated after lockdown, no time limits.

We are trying our best under very difficult and challenging conditions, most of our valued members have been understanding and cooperative.

We understand that you do not have the patience to be a member under the above-mentioned conditions. We also strongly advise you to adhere to the cancellation criteria.

Apologies for the misunderstanding.

Yours Sincerely,
Customer Service Dept

PS. you were offered 5 free treatments as compensation

NN

Nonhlanhla N's updateReviewer Update

21 Sept 2020, 11:26

Honestly you have a nerve to tell me you called on the dates you mentioned above. I booked on the 31 August 2020, I told your consultant that it is my son's birthday and those dates and times are suitable for me. I have cancelled your membership because your booking system is flawed. I never find a suitable time nor dates, its a mission too and very frustrating. For the past weekend I need to be financially compensated because it was your fault not mine. You apply your contractual rules but on the same token I have to understand THE CHALLENGES YOU FACING but should be inconvenience for my son's birthday....REALLY that's rich of you. My son was born on the 19 September 2007(can provide supporting documents if you want). I am not interest to the 5 sessions, your system allowed me to book and I did as such. How you resolve the financial compensation that is not my issue but your. I schedule that appointment for that time to revolve around my schedule on that day. An important day for my child... as a responsible mother!!!!!

NN

Nonhlanhla N's update21 Sept 2020, 11:26

Reviewer Update

Honestly you have a nerve to tell me you called on the dates you mentioned above. I booked on the 31 August 2020, I told your consultant that it is my son's birthday and those dates and times are suitable for me. I have cancelled your membership because your booking system is flawed. I never find a suitable time nor dates, its a mission too and very frustrating. For the past weekend I need to be financially compensated because it was your fault not mine. You apply your contractual rules but on the same token I have to understand THE CHALLENGES YOU FACING but should be inconvenience for my son's birthday....REALLY that's rich of you. My son was born on the 19 September 2007(can provide supporting documents if you want). I am not interest to the 5 sessions, your system allowed me to book and I did as such. How you resolve the financial compensation that is not my issue but your. I schedule that appointment for that time to revolve around my schedule on that day. An important day for my child... as a responsible mother!!!!!

MoiMooi's replyOfficial

21 Sept 2020, 11:38

Dear Nonhlanhla,

Happy Birthday. May he be blessed in abundance, Gods richest blessings

Yours Sincerely,
Customer Service Dept

MoiMooi's reply21 Sept 2020, 11:38

Official

Dear Nonhlanhla,

Happy Birthday. May he be blessed in abundance, Gods richest blessings

Yours Sincerely,
Customer Service Dept

Complaint - BAD SERVICE