My husband purchased a $200 gift card for me in 2021. He went to the Chesterfield location, since it was the closest to us. He was assured I could use it in Eureka, since that's the only location with spa services. My first visit was 1.5 years later. It was great, and I was excited to still have over $100 left. I was told there was no need to keep the paper gift certificate since they would keep the balance on file. Fast forward to June 2024. I made an appointment for a lash lift. I inquired on the balance of my gift card. The first person who helped me said they didn't have anything in their system. I was confused and said I knew I still had a balance. She was very friendly, and put me on hold to find out the problem. She came back and told me the reason it wasn't in their system was because gift cards expire after 1 year. This made no sense. Nobody said anything about an expiration, and I waited 18 months the first time I used it without a problem. I asked "So over $100 of my money is just gone?". She restated that gift cards weren't valid after a year. I asked if there was someone else to speak to. She put me on with the manager.
The manager said the same thing. Gift cards expire after a year. She said the reason they couldn't find it was because it was deleted from their system after a year. Yet they were able to tell me that it was bought in 2021, used in 2022, and (later on) what the balance was? Even though they had no way to access the card since it gets deleted after a year? All of the stories contradicted each other. The manager said they extended a one time courtesy when they honored it the first time. But how did they even access the card on my first visit if it supposedly disappears after a year? And why was I told I didn't need an actual gift certificate for my next visit if it was a 1 time courtesy? I stated that it was illegal for gift cards to expire in the state of Missouri. She then offered to pass my message to the owner. I agreed.
A couple of hours later, I spoke with the owner, Ashley. I might have gotten 60% of my very first sentence out, when she interrupted me immediately. This was how the entire conversation went. I was talked over, interrupted, and even mocked! I have NEVER had an interaction like this before. Let alone with a business owner. It felt like I was being punked or something.
She stated how the gift card was bought from Elle Salon in Chesterfield, which apparently closed a couple of months ago (news to me). I was confused, as this was an entirely new narrative. 2 employees had told me repeatedly that the reason I couldn't use the card was because it expires after a year. I got maybe a third of that sentence out, and Ashley launched into how the staff didnt know the real reason (but the customer is supposed to be aware of this?), how I was extremely rude to her employees, and that they were both incredibly distraught from the conversation (HUH?!). I was definitely firm, and not backing down on figuring out why I couldn't use over $100 that my husband had paid them for a gift card. I'm sure it was uncomfortable, since they clearly were struggling with contradicting stories, but it certainly does not equal me being rude. When I answered "Yikes!" To her verbal lashes, her response was "Oh, yikes!"... mocking me. What. In. The. World.
Ashley told me they would honor my gift card the next day, but it would be null and void after that. I was so incredibly uncomfortable that I opted to forgo my $100+ spa gift card. I didn't want to set foot in that salon. I did nothing wrong. Gift cards legally can't expire (and surprise! There was another "reason" it was void after I pointed that out). If there are 3 locations, owned by the same person, why would a gift card not be honored because it was bought at a certain location? Especially since my husband was told it would be valid in Eureka, the only spa location they have.
What a HORRIBLE experience. I'm not one to light $100+ on fire, but there was no way I would walk into Elle Salon after that absolutely atrocious interaction. Simply awful. read more
