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| - I cannot believe they would treat a loyal customer of many years this way. I have reached out to both General Manager Haley Frazier and owner Mike Johnson twice and still have not received a response - they don't care about their loyal customers but clearly care about stealing their money. The FLW store number has been disconnected - shady.
I had been tanning at Celebrity since 2013. I gave it a glowing review right after I joined and dissuaded others from joining Palm Beach Tan, despite the clients at where I worked getting a discount if they joined Palm Beach - I was that impressed with Celebrity after I myself had gotten fed up with PBT.
In October of 2017 - I requested to upgrade my package for the last week of October (I was getting married first week of November and wanted to catch up on getting the most tan I could in a week) and then be cancelled after November. So this meant that because they require 30 day cancellation notice, I would be charged one last time for November and no more from December on. Okay, no problem. I was given paperwork to sign by an employee who looked to be new (I had not seen her there before) and she seemed hesitant/unsure about the process but I didn't worry about it at the time. I signed what she gave me, an upgrade form and a cancellation form.
Cut to this month in January - I see on my bank statement that I have been charged for December and January. Ugh, annoying but I know mistakes can happen so I decide to kindly reach out and inquire. I attempt to call and the number is no longer in service. So I have to call another store. Employee on phone (Hannah at Tatum and Bell location) looks up my account, says it has not been cancelled but she sees I filled out cancelation form and will have her manager Delaney Hutchinson call me back. A week later I have to call again because Delaney has not called me. I call again and leave a message for Delaney. Finally I get a call back from Delaney (from her cell phone because as she admitted - store phone was out of service) who says she does not see a signed cancellation form but understands that I did in fact go through the appropriate process at the FLW store in October.
Delaney calls me back to tell me that they will not issue me a refund for the 2 months because they could not find a "signed" cancellation form?! I explained that I did fill out a form and I signed it and she just said that they can see my cancellation form but no signature so no refund. I ask "do you not believe that I cancelled and signed a form?" and she said that she does believe that I did but they just don't have the record of it. So, in other words it's THEIR mistake, yet they are making me pay for it?! Here's the kicker - Delaney told me "but what I CAN do, is stop any future billing for you right now so that you don't have to come in and sign the cancellation form" - She just told me they require a signed cancellation form and since they can't find the one I did sign months ago, they won't give me my money back but I don't have to sign THIS cancellation form??? How is this not a contradiction?!!! Obviously, an attempt at some fancy footwork since they realize it's their mistake and know they have to stop the billing right away anyway but without shining light on just that - THEIR MISTAKE. At the very least they could at least offer me 2 months of Mystic tans but nope - Just "we don't issue refunds".
I explained to Delaney that I wanted to talk to her manager so she gave me Haley's email. I sent an email asking for a phone call to discuss the situation. No response. I send it again and also copy the owner on the email. Still. No. Response.
I feel so hurt and disrespected by what I had believed for so long to be an honest, reputable local business who I proudly referred others too. I was very kind and diplomatic in my conversations to the store employee, and to Delaney (I explained to her that I was aware she wanted to help me but was just following orders from her boss and I thanked her for her time). I was very respectful in my emails, I did not accuse anyone of anything, I just asked to be called to discuss this and yet I am not even given the simple courtesy of a response from upper management.
I just can't believe they would treat me this way :(
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