ComplaintsforLANA Health and Wellness Spa

• Initial Complaint

  10/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was interested in Ayurveda(traditional Indian treatment). Owner assured me several times that they have a specialist from India who is performing traditional Ayurveda treatment. I filled out extensive questioner about my general health condition. I spent some time talking to the owner, answering her questions. She said I needed to cleanse my body before they can perform Ayurveda. I repeated several times that I have a reaction to certain forms of vitamins (naming them) and most vitamins don’t get absorbed due to my condition. Upon arrival home, I discovered that 2 out of 4 bottles contained that very form of vitamin that causes heart problems. I messaged the owner, explaining the situation. She arranged for another bottle to be delivered to my door. That bottle had a warning that people with malabsorption syndrome and IBS should not be taking those supplements. I messaged the owner and asked for my money back because I can’t prepare my body for the procedure. She stopped responding to my texts and had followed with official email stating that they have a no return policy and I now have almost $2000 worth of credit with the spa. I am not interested in their massages or facials/ hair treatment. Honestly, I am very much uncomfortable receiving any treatment at the spa where the owner and workers themselves are not listening to concerns and condition of the patient and are just going through the motions without care that they can harm the patient. I came with high expectations as spa had glowing reviews. But after that treatment, pared with no refund policy (which is obvious that I am not the only one who asked for a refund), I understood that all those reviews are most likely marketing scam.

  Business response

  10/18/2023

  Dear BBB team,
  Thank you for taking initiative to resolve this issue, Complaint# ***** *****
  As a service provider especially for sophisticated treatments including Cancer care. We are strictly following some booking and cancellation policies to run the business. That is essential for us to do traditional treatment kind of Ayurveda. We are dealing with several of patient’s majority of cancer patients. As part of my practice and business responsibilities to go back and check and cancellation is extra job. Consultation time we explained thoroughly after all ***** paid full amount of seven days panchakarma treatments including herbal supplements. We arranged therapists and all herbal oils for her full treatment, all sudden ***** sent a message she has problems and travelling she cannot do this therapy. That seven days therapist cannot find another job and we cannot use that oil, particularly we mix(created) for *****. I have already tried to share details because we can’t refund the money we spent on the preparations. Customers can change their minds and get different opinions but unfortunately Ayurveda treatment we cannot provide that way. That’s what we put upfront payments to prepare good service for satisfactory results. Kindly understand the reality she can return supplements any time or by post or store drop we will refund the amount. For better service and keeping the quality of treatments, value of professionals and customer time and money we would like to continue our policies. Kindly verify our policies and procedures and look forward to your reply to ASAP. Sorry for the inconvenience to Mrs. ***** for replies because of my busy work. Thanks indeed.
  
  Sincerely
  Najma P*********
  
  LANA BOOKING /CANCELLATION POLICIES
  
  At LANA we take the time to prepare for your scheduled appointment before your arrival. We are committed to providing you all with exceptional service. When a client cancels without giving enough notice, they prevent another client from being seen. Please give us 24 hours’ notice to notify us of any changes or cancellations. We understand that life's circumstances sometimes prevent you from keeping your appointments, but if 24-hour notification is not given, you will be charged 50% of your scheduled service for the missed appointment.
  SERVICES REFUND POLICY
  While we make every effort to make our customers as happy as possible, all service sales are final. We are a small business and unfortunately cannot offer refunds on any used or unused appointments/sessions for individual services, service packages or service series.
  GIFT CARDS
  Gift Cards may be purchased at the Boutique or online. They may be used for any boutique service. Gift Cards must be present at time of purchase/usage. Lost or stolen Gift Cards cannot be redeemed or replaced. Gift Cards do not expire unless promotional. Promotional cards cannot be combined with any discounted services/products, packages, or series. All sales are final. Gift Cards cannot be redeemed for cash.
  BOUTIQUE PRODUCT RETURN POLICY
  While our goal at LANA is to make sure our product recommendations will work for you, sometimes your skin might not react as expected. We work with you to choose the best products based on their skincare needs. If you have received a skincare consultation or treatment from LANA, we welcome your slightly used product as a return if it did not work for you. You may choose another product or get a full refund in the form of credit. Cash back is not available. However, if you have not received a treatment or consultation from LANA prior to purchasing a product, we are sorry to say that we cannot accept any returns (used or unused).
  ONLINE RETURN POLICY
  All online purchases are final. Please note, if ordering online, be mindful that if this is a new product for you, it might not work on your skin. If it doesn't work for you, please consider giving the product to someone else who may benefit and/or come in for a skin evaluation or treatment if you haven’t had one, and we can make a product recommendation for you to purchase in the Boutique.
  SHIPPING POLICY
  All orders are shipped USPS Priority mail with tracking between 2-3 business days from shipping date within the United States. There is a flat fee of $9.95 for up to two items and $13.75 for three items or more.  You will receive an email notification when your item(s) ship. International shipping is not available.
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  Business response

  11/03/2023

  Dear ***** and *****,

  I received letter from BBB today, Morning, I appreciate mediation regarding this matter, I would like to repeat the same subject as part of the institution we have certain policies to keep our standard and smooth running. At the same time it's a back-and-forth argument and wasting energy and time. I have no time time to continue going with those things and it's no time to explain about service details (Ayurveda treatments) for a refund. I apologize our service didn't meet up ***** expectations, then there is no value for the communication. She will get her money back with in 30 days. 

  Best Regards,

  Najma.

   

  Customer response

  11/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as Lana spa will give a 100% refund (for service and supplements), not only for supplements for the total of $1848.84

  
  
  Regards,
  
  ***** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩