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I'm a small business owner, & I need to vent about a customer.....

Posted by Anonymous   + Show Post

 I'm a small business owner. I just needed to vent, and this is the best place to do that...

The economy isn't that great, and I understand that. My prices are low, so it's affordable for the people who want to come to my business.

I own a small tanning salon. I have a wide range of tanning packages, something to fit any tanners needs.

I have this one customer, who came in today, wanting me to issue a refund, and or change her expire date.

Back in feb of this year, she purchased a limited tan package. It's 15 tans, that expire 1 year from the date of purchase, or if you use them all before that year is up.

The hours of my salon have been the same for 10 years. And I'm open longer hours, and 7 days a week. All the other salons in my town, have shorter hours, and they are only open 5 days a week.

Anyways, the issue is this. This lady purchased this tanning package back in feb. Knowing that they expire 1 year from the date of purchase, she has used 5 of them which were all used with in the first 2 months after she purchased them.

And I haven't seen her since. Today, she comes in to tan. And I kindly let her know that she has 10 left, and they expire feb 2013. I let her know that, so that she could try and use them before then so that she doesn't loose tans. I'm not trying to screw her out of anything.

She then say's "what time do you close", I told her 7pm, and we are open 7 days a week. She then goes on to tell me, that the reason she hasn't used any more for this long period of time, is because I close early.... She wanted me to refund her money or extend the expire date on her package.

Now, I'm all for helping my customers, becaue afterall, they are what pays my bills and puts food on my table. So yes, I appreciate each customer that I have and want to make them happy. But my issue here is, she was fully aware of the hours for my salon when she purchased the tans. My salon is open longer hours, and 7 days a week, while the other ones in this town are only open 5 days a week, and close alot earlier.

I don't feel that I should extend her expire date, nor give her a refund. I don't believe that my hours are the reason she hasn't used them. I think she's just one of those people, who are trying to get something out of someone.

Please. im open to suggestions, and ideas. If you think I'm wrong, tell me, and explain why. Like I said, I don't want to screw anyone, but I can't afford to get screwed either.


Posted by Anonymous on Oct. 5, 2012 at 5:53 PM
Replies (41-50):
by Gold Member on Oct. 5, 2012 at 6:19 PM
No! no! no! stick to your guns DO NOT change anything. Leave things the way it is, she knew all this up front it is not your problem she is not coming in for her tans, either she uses 'em up or she's just screwed (herself,really) and if this will be your first unsatisfied customer so let it be. You can not please everybody.

You are doing NOTHING wrong here. GL
by on Oct. 5, 2012 at 6:19 PM

I work in customer service and it seems like we get these types of people in spurts.. always wanting something for nothing, or complaining about what they don't like about the rules, after we've laid them all out for them and had them sign a contract stating same. Drives me insane.. I had a customer the other day slam her hands on my counter and tell me that we were going to do things HER way and she was not paying the fee that she had agreed to pay if she didnt refuel the truck.. hahahaha.  Needless to say she didn't get things her way. 

Customers have started to blackmail us! IF we don't waive that fee or not charge this they will stop doing business with us... FUCK THAT.. It just sickens me the way some people act.. 

I think you are in the right and that lady needs to go suck an egg... 

by Ruby Member on Oct. 5, 2012 at 6:19 PM
Wow maybe she shouldn't have purchased that package
Posted on CafeMom Mobile
by on Oct. 5, 2012 at 6:23 PM
No, i dont think you should extend or refund.
Posted on CafeMom Mobile
by on Oct. 5, 2012 at 6:23 PM
1 mom liked this
I live in Florida and I used to tan. I would tan in February and March so I could have a tan when it was time to go to the beach in March/April. That was the only time I ever went to a tanning bed. This sounds like what the lady did too. Now she is trying to get 2 years of pre-tanning out of one package. Even extending it one month would help her accomplish this.

Quoting GoRed:

I just try to be a little more hospitable, but you are right, she's probably just trying to stretch it.  I would only be concerned that maybe she was not told upon purchase that the package is only good for a year.  If she does extend it, even by two months, she could be very clear with the customer that this is a one time deal, and that next time she should purchase a package that better suits her needs and availability.  

Quoting shamroc374:

I think the lady is trying to extend her time to include the spring/summer months. If she can't get in this salon before 7:00 then she will definitely not be able to get in the others that close earlier. The lady is just trying to get 2 springs out of one package and would most likely purchase a new package in March 2013 if the one she currently has was not extended. If the op did extend it, the lady would come to expect it every time.

Quoting GoRed:

Hey, I have a tanning salon too!  She knew the rules, don't refund her money, especially 6 months later!  You could always bend the rules for her, and personally, I would, my customers really appreciate that.  She sounds like a PITA, but whatever, say you will extend it for 6 months, you're not losing anything by doing that, since you will certainly lose her as a customer if you do nothing. 

Posted on CafeMom Mobile
by on Oct. 5, 2012 at 6:26 PM

No, I don't think you are wrong. Like you said, she knew your hours when she got the package and has an entire year to use 15 tans....I mean, I know people that could get their 15 tans in a few months. I think being open until 7 AND 7 days a week is plenty of time for her to get her butt in there to use her tans.

by on Oct. 5, 2012 at 6:26 PM
Fuck your face ya dumb bitch!

Omg Lmfao

Quoting Mrs.Miller11:

This is why I cant work with the general public, I would be like "fuck your face, ya dumb bitch" or something equally offensive. I hate people like that. I understand that they are generally the minority and not every customer is a royal asshole, but it only takes one to fuck up your day.

Anyway, I dont really have any advice, but I wish you luck on resolving this.

Posted on CafeMom Mobile
by on Oct. 5, 2012 at 6:27 PM

A contract? I can't imagine anyone having to sign some sort of contract to get a tanning 

Quoting jesistar6910:

 Do you have a contract that she signed, that way you can show her exactly what the terms were, and if that has your hours on it even better. And in the future maybe you could have a sign made that says no extension or refunds on packages, so when someone asks for one or insists on one you can point to it and say "eat it bitches." Okay, so you won't actually say that, but you know what I mean.


by on Oct. 5, 2012 at 6:27 PM
If you're open 7 days a week she could've found time to come. I think you are correct and I would not extend her expiration date or give her a refund!!!!
Posted on CafeMom Mobile
by Anonymous 4 on Oct. 5, 2012 at 6:28 PM

First you should check the laws in your state regarding service packages.  I know in the state I live, if you buy a gift certificate it has to be honored even if it's after the expiration date.  The money has been collected and is technically supposed to be held in a seperate account until the gift certificate is used.  I would think it would be similar with tanning packages. 

There are always going to be those people that are trying to push the envelope.  You have to decide if it's worth it to get the bad mouthing of your business that she will do if she loses her tans.  I think it would be reasonable to extend the expiration date for her.  That's just good business.

I worked in a spa where this client said she had a gift card for a $130 service.  I performed her service, and when she went to check out all she had was the cardboard gift card HOLDER.  The gift card wasn't even in it!  When the receptionist explained to her that we needed the actual gift card (they were plastic like a credit card) the client threw a fit.  The owner said to let her have the service for free just to keep her happy.  If she would have been forced to pay she would go out and bad mouth the spa and it wasn't worth it. 

Even if you extend the expiration date for her, you can do the research and find out what policies you have to put in writing to prevent it happening again in the future. 

I say let her have the tans she has paid for. 

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