Tiletia Council
I am extremely disappointed and frustrated with the experience I’ve had so far with your spa, and this is not the impression I expected when spending a significant amount of money on a gift for my mother’s 75th birthday. I ordered a $500 spa gift certificate and specifically informed the associate that I would be picking it up no later than 6:00 PM. I was assured that the certificate would be left at the front desk for me. Based on that assurance, I arrived at the Founders Inn around 5:50 PM to get directions and arrived at the spa at approximately 5:55 PM—only to find the spa closed. unacceptable from start to finish, and I am beyond frustrated. I purchased a $500 spa gift certificate for my mother’s 75th birthday and was very clear with your associate that I would be picking it up no later than 6:00 PM. I was explicitly told the gift certificate would be left at the front desk. Based on that assurance, I arrived at the Founders Inn around 5:50 PM to get directions and arrived at the spa at approximately 5:55 PM, only to find the spa closed. No phone call. No warning. No accountability. Why was I not contacted when you knew I was on my way? And what “front desk” was this gift certificate supposedly left at, because it clearly wasn’t where I was told it would be. The following morning at 8:00 AM, I returned for a second time and asked the front desk staff where spa gift certificates are left. I was told they are kept at the front desk. I provided my last name, and after searching both the desk and the back office, I was told no gift certificate could be found. After wasting my time yet again, I was told someone would “reach out to me.” As of 11:37 AM, no one had bothered to call. I then had to call the spa myself and was given a weak excuse that the spa closed early because appointments ended. That excuse is completely unacceptable. Your website clearly states your hours are 10:00 AM to 7:00 PM. Closing early without notice—especially when you were fully aware that a paying customer was arriving to pick up a prepaid gift—is careless, unprofessional, and disrespectful. I asked to speak with a manager and was transferred to an assistant manager who offered empty apologies but no real solution. Attempting to justify this behavior only makes it worse. The lack of urgency, follow-up, and ownership shows a blatant disregard for customers. This was supposed to be a meaningful gift for a milestone birthday. Instead, it has turned into a stressful, time-consuming ordeal that never should have happened. Your actions make it abundantly clear that customer service is not a priority at this spa. I expect immediate resolution, clear accountability, and compensation for this unacceptable experience. Anything less will confirm exactly how little value you place on your customers. Sincerely, Dissatisfied Customer
