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| - Awful experience dealing with sales! Didn't even get the consultant's name; I can only tell you she is blonde, with shoulder-length hair, and much older than the other 2 [front desk] girls I have met there.
She was busy signing up a client when I arrived, but was nice enough to let me know she'd be with me shortly. After 10 minutes, she was still with her new client so she asked the receptionist to give me a tour. I didn't mind. She was knowledgeable. I asked if they sold individual sessions and she confirmed.
The consultant wrapped up with her guest as we returned to the front desk. There, she skipped introductions and immediately asked me what I was looking for. I'm not new to tanning, and my skin is naturally tan, so I knew I needed 3 tans at most. Enter the rabbit hole.
I said I was interested in individual sessions, unless there was a package of 3 that would save me a bit if I paid up front. She was affirmative and stated I could get a prorated membership for the rest of the month (there was about a week and a half left) then cancel. I jumped at the offer, because the price for unlimited tanning for the rest of the month vs. 3 sessions was a steal!
This put her on overdrive. She was very chatty in between explaining eyewear, lotions, and my "membership." She asked for my payment and explained that she was running my card for the prorated amount, and I agreed. AFTER [!] swiping my card, she said I would be billed on the 1st of next month on the same card. Confused, I asked, "so I am paying for this month, AND more next month? For what?" She replied, "Yeah. You can cancel your membership after the month. This is what we talked about." I apologized because I apparently misunderstood; I only wanted to purchase a package to the end of the current month and thought I could cancel before paying for another month. I asked if this was possible. She assured me that that is what we were doing. Not convinced, I asked her to clarify.
At that point, my card was already processed, and in one breath, she asked me to sign for it and repeated, "This is what we talked about." Her tone was so matter-of-fact and I slowly grew agitated. Still, I apologized [for the second time] and told her, "That is not what I understood. I would've purchased individual sessions if I knew I had to commit to another month." I reminded her of my initial request for 3 sessions. With the same curt tone of voice, she replied, "Well I already ran your card. I thought that's what we talked about. I explained everything to you. You can call our billing department, but there is nothing I can do now. Please sign here." I told her I wasn't comfortable signing for my transaction, because we were not clear on our terms. She said, "I know but I need you to sign this." Again, I refused. She said, "You have to sign. I could lose my job. It looks like I committed credit card fraud." The upset part of me thought, "Well you SOMEWHAT did." And "Good, now you will actually do something about it besides deflect me to that automated abyss we all know as billing." Instead, I insisted there had to be a way to void the transaction. She said there was nothing she could do. What credit card machine doesn't have the function to void?! At an establishment that routinely performs large transactions, no less? I didn't believe her, but I was sympathetic. I told her I wasn't trying to get her fired as much as I wasn't trying to commit to another month of tanning, and that I would sign it, though I was very unhappy. We went in a few more circles about what she swore was clear and what I understood. This is when she sat me down.
I appreciated this much, because I could tell she tried to hit her reset button. She lowered and changed her tone of voice. Then she asked if membership was explained during the tour, almost as if she was going to blame someone else for misinforming me. I told her I only inquired about individual sessions. She then got on her phone to speak with billing/a manager, but to no avail. In the blink of an eye, she was high-strung again and she
walked me back to the front desk to sign. Defeated, angry, and trembling, I signed. While she printed and explained our "agreement," I checked out. All I could think of was the Better Business Bureau (who I have never felt the need to contact until then). I asked for a billing dept. number and she said it was on the paper. I stormed out. A few moments later, the receptionist [who observed the entire thing] opened the door and called me back. Before we went in, she was genuinely apologetic and low-key told me that the consultant has a history of these experiences. This much was obvious. Anyhow, I guess billing called her back and we were able to cancel the upcoming membership on the spot--this, plus the sweet receptionist, is what the extra star is for. Overall a total waste of my time!
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