4 years ago
On December 24th, 2017 I purchased a gift certific...
On December 24th, 2017 I purchased a gift certificate for a Mole Massage Treatment at the Rosewood Spa. I received a detailed receipt of purchase with the gift certificate. The gift certificate was subsequently lost(accidentally thrown away). I went to Rosewood with the detailed gift receipt and nobody there was willing to assist me. They simply said there was nothing they could do and offered no solutions whatsoever. On February 26th, 2017 I called the Rosewood Corporate Office in Dallas, TX. The woman who I spoke to on the phone said that she could rectify the situation because of the receipt that I had and apologized to me about the lack of assistance when I went to Rosewood in person. She concluded the call by saying that she would call me back in a few days when I could get a new gift certificate and redeem my purchased massage. Nobody ever called me back. In March, I sent her 2 emails on separate dates, both of which were ignored. On the third email that I sent, I received a response on March 23rd, saying that the IT department was working on the issue and it was very complex and that I would receive a resolution soon. Today s date is April 19th, 2018, and there has been no further communication on the part of Rosewood. This lack of customer service and accountability is disgusting. As a customer, I have never felt so mistreated by a business. We are in 2018 and this is absolutely ridiculous that such a seemingly simple situation has become so difficult because of the lack of customer service values from the Rosewood staff. Rosewood seems to pride itself in being a luxury brand, but in reality the service provided to myself, the customer has been anything but.