I had an extremely disappointing experience with this business, and honestly, the way this…read moresituation was handled was completely unacceptable.
I initially encountered the company at the Tapestry complex while my neck was experiencing painful spasms. The front desk recommended that I receive a complimentary mini massage. I have to give credit where credit is due the gentleman who performed the massage was wonderful and genuinely helped my neck. Unfortunately, that positive experience was completely overshadowed by what happened afterward.
When I went to "check out", I spoke with the manager of the Gibsonton location. She immediately went into a very sales-driven pitch about their membership promotion, which was approximately $79 plus tax $82 and included a choice of a facial or massage. She also told me I would receive a complimentary facial with the membership.
I proceeded with opening the membership because, based on the information I was given, it sounded like a reasonable deal. The manager was supposedly having issues with the Wi-Fi, so she took my information and told me that once she got back to the spa, she would process the payment and send me all of the necessary correspondence, including my confirmation, terms and conditions, and membership information.
That never happened.
I did not receive a welcome email. I did not receive a confirmation of payment. I did not receive the membership terms and conditions. I did not receive anything explaining what my membership included, what restrictions applied, or what I needed to know as a new member.
In fact, I only discovered that I had been charged because I checked my own bank account. The charge didn't even go through until two days later Aug 28th, 2026.
Today, September 9, 2026, I called the business because I wanted to just cancel the membership and request a refund because of this & other mentioned personal reasons. Mind you I have NOT used the membership. I have NOT received a facial. I have NOT received another massage. I had not ever stepped foot in the spa.
I explained this to the manager and was told that she could cancel the membership, but she would not refund my money because the terms supposedly require 30 days' notice for cancellation.
My issue is not simply the cancellation policy. My issue is that those terms were never properly explained to me during the sales process, and I never received the documentation I was promised.
If I had been clearly told, "By signing up today, you are agreeing to a membership that requires 30 days' notice to cancel and your initial payment is non-refundable," I could have made an informed decision.
Instead, I was given a sales pitch, my information was taken, my card was eventually charged, and then the promised documentation never arrived.
When I questioned the manager about this, rather than showing any understanding empathy or taking responsibility for the fact that I had never received the information I was promised, she offered me the "complimentary" facial that comes with the membership. I then stated
No, thank you. I want my membership canceled & my money that I paid back.
It doesn't feel complimentary when I am being charged $82 for a membership I don't want, haven't used, and was never properly provided the terms for.
What made the conversation even more frustrating was when she tried to use the fact that my neck was hurting that day as an explanation for why everything wasn't properly explained. I then responded
No ! My neck was hurting but my ears were working perfectly fine.
I was capable of listening to the terms. Had the cancellation policy and membership obligations actually been explained to me, I could have made an educated decision about whether I wanted to continue signing up.
She was adamant to ensure the transaction went through, but somehow the receipt, confirmation, welcome information, and terms and conditions that I was promised never made it to me.
That is what I find extremely concerning.
As a business owner myself, I would never want a customer to feel like they were intentionally kept in the dark about the conditions of a purchase simply because someone was more focused on closing the sale.
At this point, I have requested that my membership be cancelled and that my money be refunded. Since the business refused to resolve the situation internally, I will be contacting my bank to dispute the charge.
This entire situation could have been handled professionally and easily. Instead, I am now left feeling like the company was more interested in getting my money than making sure I understood what I was actually purchasing.
I will not be recommending this business to anyone, and I will not be returning.
People work hard for their money. Businesses have every right to have their policies and membership agreements, but customers also deserve transparency, proper disclosure, and the documentation they are promised.
This experience was extremely disappointing, u
