My DH bought my a gift certificate to a spa that I used to enjoy going to but the last two times were bad experiences, so I had crossed them off my list 4 years ago. I thought he was aware, but I guess I haven't mentioned any new names of places I've been, so he went retro.
Even though the gift certificate is non refundable, I decided to just try to get a refund because there was no way I was going back. I had a really bad experience. The first assitant mgr listened to my recounting of the poor experience I had and said, "I sympathize, but a refund is just not possible." I reponded with, "Well, let me speak with whomever can make it possible." General Manager then listens with sympathy to my tale of woe, but also responds with "I'm sorry, but it's not possible." He suggests that I use it for products instead. I explain that I don't have a desire to spend $130 on the products in his salon. He then tries to explain that their system doesn't allow refunds. I ask he that means if I came in and someone destroyed my hair, he wouldn't offer to fix it plus refund my money? "Well of course, I would"... "Well, then it is possible." him: "I'm sorry, it really isn't possible." me: "You mean company policy makes it impossible?" him: "We'll yes." me: "Ok, tell me who makes company policy". His next suggestion made me laugh: "Why don't you give it as a gift? I'll be glad to remake the certificate to have someone else's name." Yea, like I'm going to send a friend that I'm willing to give a $130 to a spay I don't trust. After listenging to additional details on why I will not patronize his salon (including being disconnected 4 times while I was trying to speak to a manager) He finally realized his only next step "We'll let me talk to our corporate office." He called back within the hour with approval to refund the money.
During the entire encounter, every time I heard, "I'm afraid that's not possible" I wanted to ask if they were an Ehellion. A small part of me felt like I should have accepted their response and left it alone. But I really couldn't stand the thought of that company having any of our money.
So tell me, and I loosing some of my pretty eHellion shine with this encounter, or was I ok since it was a business transaction?