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Review 2/5/2010
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A few months ago, an Ann Karen Day Spa rep came to my office at City of Hope Hospital to promote a $45 packaged deal they were having. She made a copy of the voucher and handed them out to my office. The rep said to make an appointment and bring the voucher. I made an appointment for me and two friends. When I called to make the appointment, I made sure to tell the receptionist that we were coming for the $45 packaged deal and I asked her if I just bring the voucher and pay when I get there. She replied ‘yes’. I also asked these same questions when I got a reminder call from Ann Karen the day before my appointment. I arrived at the spa and checked in with the front desk. A gentleman, who I assume was the manager, saw the vouchers and said he needed originals and wouldn’t let us use it. I told him that an Ann Karen rep came and distributed vouchers to everyone in my office and promoted the packaged deal but he refused to listen to me. Because the workers at Ann Karen Day Spa speak limited English, they misunderstand what customers say and don’t talk to customers in a civilized way and don’t provide a solution. I believe that Ann Karen Day Spa is demonstrating false advertisement to the public with this packaged deal because when we were arguing with the manager, one of the employees asked if we wanted to take a tour of the facility. She obviously knew how angry we were, why would you ask that? I feel that she thought we would think “since we’re already here, let’s just stay.”
Ann Karen needs to talk with their marketing rep and make sure the rep is relaying correct information to potential customers to avoid situations like I experienced. I think the most important thing that Ann Karen needs to work on is to have better customer service. If there is a problem a customer is experiencing, they don’t try to look for a solution. Instead, they try to defend themselves and leave the problem up to the customer. They are obviously working in the wrong industry.
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