Bellissima salon and spa - Just SO wrong!!!!!!!!!!

I am writing about an unprofessional experience that was service related. My disappointment with unprofessional service has now become more than just an issue that should have been a learning experience for all involved.

I received a $150.00 gift card as a Christmas gift from my fiance (Clifton Bryan) to be used at the Bellissima salon and spa.  I called Bellissima Spa on December 26, 2007 to see if I could make an appointment for December 27,2007. I spoke with a female receptionist who said her name was Michelle.   I ask to book a nail fill, spa pedicure and a 1 hour massage. I was informed that the nail fill would not be possible because they did not currently have a nail tech but that the pedicure and massage would be possible.   Michelle then stated "Our massage therapist is on call let me have your number and if I do not reach her (the therapist) by the end of the day I will let you know". I thanked her and explained it is important that I have all services done the same day due my schedule.

I never heard from Michelle and assumed from our prior communication that I had the appointments I booked. On the morning of my appointments; December 27, 2007, I called to check my appointment times and again a female receptionist who stated her name as Michelle answered the phone and confirmed my appointment was at 1:00 PM. I then asked is she was able to workout the massage , though assuming all my requested services were booked because I had not heard from Michelle about the massage. She paused with a "Ummm well, not yet I left her four messages but she has not returned my call". I asked why she never called me back? Michelle had no reason or answer. I was not sure what to do so I called my mother Barbara Whatley Mayer, who has over 10 years experience as a professional Spa director and consultant in the hospitality spa and fitness field to see how I should proceed.   After explaining what happened her feedback was "It seems they have operational issue. The correct approach should be to inform you that there is unforeseen circumstantiates and apologize. Then ask if they can book you on another day that would work with your schedule and offer something to recover your satisfaction. Leaving you with no options is not acceptable. It is my experience that anyone including herself would be very disappointed." She then ask for the phone number to call and see if there was a way to work this out for me.

I have ask my mother to put her experience into her words. Please note below.

From Barbara Whatley Mayer, L.M.T., MA5657

To Whom it may concern;

I have read the above statement from my daughter, Melissa Tidwell and confirm it to be correct communication that was explained to me on December 27,th 2007.

After hearing Melissa out I did ask for the phone number to Bellissima Spa located in Clearwater, Florida. I was given the number 727-xxx-xxxx. I call the morning of December 27th, 2007. A female reception who identified herself as Michelle answered. I stated my name and explained to Michelle I was Melissa Tidwell's mother. I asked Michelle what the problem with having a massage therapist available for Melissa at her scheduled time was? Michelle then stated "We only have two "on call" massage therapist and one that is not licensed yet and none of them have called me back". I then asked to speak with the owner; Michelle said she was not in. I ask to have the owner call me at her earliest convenience I asked Michelle how they could sell gift certificates for a service with a unlicensed therapist. Michelle said "she is taking her test in 2 weeks". I then told her my background and informed her that it was not professional or legal to offer massage with an unlicensed therapist. I also said that the information she gave is not the professional information she wants to share with the public. Not being able to offer services that have been pre sold is bad business and with an unlicensed therapist is illegal. I suggested that she confirms appointments and only book what can be fulfill. I stated; If there is an booking conflict it is up to the business to make it right, not the customer. I then repeated my interest in wanting to speak with the owner and expected a call, again repeating my contact information. I never received a message on my voice mail line or received a call.

I called Melissa back and recommended that she not have services done here do to my concern of possible unlicensed technician and that Clifton need to ask for a full refund and find another place to gift this day for you.

- Barbara Whatley- Mayer

After speaking with my mother and all the aggravation and obvious unprofessional handling of this situation I no longer felt comfortable going to Bellissima and thought a refund was in order. We were told that Bonnie the owner of the spa would be "contacting me shortly" and we could resolved it with her. After waiting several hours I called Clifton (my fiance) because he was the original purchaser of the gift card.  I felt confident that they would issue the refund to him and canceled my sitter (that I hired to watch my daughter for the day).

***Clifton was referred to Bellissima Spa by some of the ladies he worked with at PostcardMania and was told to inform Bellissima Spa that he was employed by PostcardMania to receive 10% off any services as Bellissima Spa was a client of PostcardMania.****

I called Clifton at work and informed him of the situation. He was very apologetic to me I asked him if he would get a refund and I would go somewhere else.

Clifton called me on his cell phone from Bellissima Spa as he spoke with Bonnie on their land line. I listen as he stated to the owner, Bonnie exactly what happened and Bonnie's responds was "There is no way Melissa had an appointment for a massage because it is a Holiday week and they are all on vacation". Clifton was trying to explain how I no longer felt comfortable going to her salon and I would just like to have a refund. After about 10 minutes Clifton stated "Bonnie, I work for PostcardMania and I was referred to you by the girls in the office that come here, I do not want there to be any bad PR between the two companies because I know the girls are going to ask Melissa about her experience". Bonnie asked if that was a thereat?  Clifton then stated "That was not meant as a threat and I am not arguing with you, just please give me a refund''.  After asking what his position at PostcardMania was she agreed to give him a refund. When he arrived back to work he felt that he needed to inform his supervise with a report of what had happen because of the fact Bellissima was a client and had a feeling Bonnie may try to cause trouble.  Clifton did this and passed it on to his V.P (Ralph).

The next day Clifton received the following email Cindy the H.R. director.  "Joy" mentioned in the below email is the CEO and Owner of PostcardMania:

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Clifton,

I got your report regarding your communication with Bellissima Spa.

I understand that when a company is given money to deliver a product, that you have a right to expect to receive it. I understand that it would be upsetting not to be able to get the full service when it is difficult for your wife to get time off and that she paid for a sitter. I can even understand that you might want a refund of money.

Bonnie did call Joy and spoke with Teresa as Joy is out of town.

Bonnie said:

1. that it was never for sure that they would be able to find a massage therapist for today because theirs was on vacation, what had been communicated was that they would try to find a licensed replacement.

2. that their nail fill in person quit just before Christmas

3. that she felt that you threatened her twice and she described your communication to her as very antagonistic, belligerent and hostile and that you were upsetting the receptionist and hair tech that were there

4. that you used your position as a PCM employee twice to threaten passing along negative PR

As you know, Bellissima Spa is a client of ours.

It is absolutely 100% not okay with management that you bring your position at PCM into your disagreement with this company. I need to make sure that this is understood by you and will not happen again. Please respond to me and let me know that you fully have and agree to this point.

While I understand that it may be possible that you feel you dealt with Bonnie with kindness and in a polite manner this was not the impression that you left which is very bad PR for PostcardMania especially with your position in the company as a Quality Control Manager and responsible for handling our upset customers. Personally, I would suggest that you take a close and hard look at this from the viewpoint of how you would want to be treated if you were Bonnie or how you like to be treated by customers calling in here that are upset.

Cindy

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After receiving this from Cindy, Clifton went right to her office to clear things up. He was under the impression that everything was okay and the matter was over.

On January 9, 2007 Clifton was Brought into Melissa Bradshaw's office (Sr. VP of PostcardMania) and terminated from PostcardMania for "unpredictable behavior". The spa was the reason given and the company chose to believe Bellissima over Clifton. They could not give one example of his job performance being a reason for his termination. He received employee of the month this past November and just received a $50.00 a week raise to is salary on December 12,2007. As well as other positive recognition and awards. Further more Clifton has maintained a 100% stat of completion on all jobs brought to him the last 7 weeks in a row, which is a record at the company. I state the above to show the amount of weight the situation with Bellissima had with his termination and it is our strong opinion if it was not for this incident Clifton would still be employed by PostcardMania.