Bad Customer Service

We had booked for a couples retreat on the 22nd May and our session was supposed to start at 14:00 so we’re were 3 couples meaning we were 6 adults. We got there around 13:30-13:45 and it was so full that we didn’t even have a space to sit so we decided to stay outside avoiding crowd because we didn’t want to contract Covid and we had hoped that they will call us when the session is about to start.

At 14:00 we go inside for our appointment but it’s still full and we were shown a table where we can sit while we are waiting for other sessions, we sat there until around 16:00 without anyone attending us. We started complaining and few mins later we were called for foot scrub after the full scrub we were told to go back to where we were sitting and were left there unattended.

We complained yet again bcz it was starting to get cold but no one was taking us serious. We then asked to be moved inside where is warm at least and we were since left there yet again unattended. Around 17:30 we called the manager and complained about the bad and annoying service and that we want to leave as we had other commitments but we suggested that they refund us. The “manager” by the name of Moloko rudely told us they don’t do refunds therefore we need to arrange to come again. We disputed the idea of coming back, we requested that she calls the owner as we were not getting any joy from her but she told us that the owner is not available and she can’t even make a call to her because she was on vacation in Namibia, we then came to the conclusion and opted that they’d rather send their ladies to one of our friend’s house and provide us with the service that we booked for, We agreed that we will drive to the friend’s house and gather there to avoid them coming to each and individual’s house, then we suggested that they come the following Saturday the 29th Moloko told us that they are fully booked on the day which we understood and accommodated her. She made provision that she can send her people to come on the 5th June which we all agreed and comfortable. I followed up and reminded her about our appointment with her on WhatsApp since last week and she agreed and assured me that she is still going to send her people. On Tuesday i followed up with her again and even sent her the location and asked her for commitment because we don’t want to drive there the next thing they don’t pitch and she still agreed that she will send her ladies. On Wednesday I asked her to confirm the time and she promised to confirm it on Thursday. She just went quite on Thursday and I had to follow up yet again. She is now changing this whole agreement and telling me that they are fully booked this weekend and short staffed. I asked her that why did she take other appointments yet she knew she has to send her ladies for us, then it means she took us for granted and never prioritise us and since we had an agreement I really don’t care if she is fully booked, she needed to make other alternatives.

We want our refund and will take our business elsewhere, we are tired of this back and forth and the games that they are playing. We are not prepared to go back there where they don’t even comply to Covid rules and regulations. We are not buying this whole nonsense that they don’t refund clients yet it’s their fault that they can’t deliver service that they advertise on their social media’s page in fact they are misleading people, I would fully understand if it was our fault. All we received is the drinks and food that we had to fight for and she confirmed that those were free so basically we only received foot scrub out of R3600 can P&L Exclusive Beauty Parlour refund us pls, that’s all we are asking for.