Complaint Review: IPL Laser Solutions

Here is the email trail with all of my correspondence to the merchant and voucher company.
Subject: Booking request

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From: Michele Cxxxxxxx
Date: Mon, Dec 23, 2013 at 10:38 AM

To: ipllasersolutions@yahoo.co.nz

Hi,

My name is Michele. I have a grab one IPL voucher.

I would lke to make an appointment for some skin rejuvenation at your Wellington Terrace clinic for Today.

Can you please advise of your Holiday hours and availability?

My mobile is 0211454374 and or you can reach me here on this email.

I look forward to hearing from you.

Cheers,

Michele

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From: IPL Laser Solutions
Date: Mon, Dec 23, 2013 at 1:43 PM

To: Michele Cxxxxxxx

Hi Michele

Sorry for the delayed reply. We have been snowed under and inundated with calls, emails and new deals. Unfortunately we are now fully booked for the year and we have no cancellations as of yet. We will still honour your voucher but the next available times for appointments is the week of the 17th of February. Again I do apologize about this. What DAYS and TIMES would suit you best and also what areas would you like to treat, and I can start putting you in where we have space.

Regards
IPL

WELINGTON

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From: Michele Cxxxxxxx
To: ipllasersolutions@yahoo.co.nz
Sent: Monday, 23 December 2013 10:38 AM

Subject: Booking request

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From: Michele Cxxxxxxx
Date: Mon, Dec 23, 2013 at 3:09 PM

To: IPL Laser Solutions

Hi,

Wow! Well in was hoping to get in sonner than that.
Any days and times as my work is flexible, so can you tell me what you have earlier or is still the 17th of Feb in Wellington is the earliest?

How is your lower hutt availibilty looking? Would I be able to get in any sooner there?

Otherwise, I am afraid id be wanting a refund as almost 2 months is just a little too long to wait. Could you please let me know?

Cheers,

Michele

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From: Michele Cxxxxxxx
Date: Mon, Dec 23, 2013 at 3:10 PM

To: IPL Laser Solutions

and id be looking at a full face facial rejuvenation..

On Mon, Dec 23, 2013 at 1:43 PM, IPL Laser Solutions wrote:

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From: IPL Laser Solutions
Date: Mon, Dec 23, 2013 at 3:42 PM

To: Michele Cxxxxxxx

Next available time in Lower Hutt is 11am on February 11th.

Regards

IPL

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From: Michele Cxxxxxxx
To: IPL Laser Solutions
Sent: Monday, 23 December 2013 3:09 PM

Subject: Re: Booking request

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From: Michele Cxxxxxxx
Date: Mon, Dec 23, 2013 at 3:51 PM

To: IPL Laser Solutions

Thanks,
Could I please get a refund?
Cheers,

Michele

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From: Michele Cxxxxxxx
Date: Tue, Dec 24, 2013 at 8:04 AM

To: IPL Laser Solutions

Hi, Can you please respond and confirm that you have processed my refund?
thank you.

- Michele

On Monday, December 23, 2013, IPL Laser Solutions wrote:

Next available time in Lower Hutt is 11am on February 11th.

Regards

IPL

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From: Michele Cxxxxxxx
Date: Tue, Dec 24, 2013 at 10:48 AM

To: IPL Laser Solutions

Hi,

I would appreciate a refund as I dont feel good about waiting for almost 2 months for a booking.

I find it strange that no one ever answers the phone at IPL. Is that a rule there to not answer the phone? Also on your message it states to email if you are having trouble getting in touch via phone which tells me this is common practice and it sounds bad, you might want to change the message.

Despite IPL solutions being busy, there should be staff that return calls or the level of proessinalism there that you would be prepared with extra staff during promotions. I would expect a call back and in the emails a name of whom is emailing me to make it easier with communication.

A client shouldnt assume that you are usually diffiuclt to get in touch with over the phone. Not a good precident to set to clients.

I also think its strange how no one has offered me excatly what the holiday hours are and for me to be put on a waitlist.

I am not confident about being treated by this company and really work hard for my money and would just like to have a refund please so I can be on my way.

I worked in Sydney doing laser hair removal for clear skincare and we were extremely busy but we always had someone answering the phones and were prepared with hours and staff if we had promotions and we also had a waitlist on offer.

I also always left my name when emailing people so they knew excatly who they were speaking with.

I am now a business analyst so I know and recognise professional business practice and I am very wary of being a client there judging from the lack of communication and abruptness in the replies that did not fully address my questions.

I hope you can take this feedback as constructive and this would help your business in the long run.

Again, can you please process my credit card refund and let em kow once this has been completed?

Thank you.

Regards,

Michele

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From: IPL Laser Solutions
Date: Tue, Dec 24, 2013 at 3:20 PM

To: Michele Cxxxxxxx

Hi Michelle,

My name is Sheree Carter I am the assistant manager at IPL Laser Solutions. I'm very sorry you have not ben able to book in for your first appointment. I am off work till Friday so will do my best to sort this out for you then. Have a good Xmas and talk to you soon.

Kind Regards
Sheree Carter

IPL LASER SOLUTIONS

From: Michele Cxxxxxxx

To: IPL Laser Solutions

Sent: Tuesday, 24 December 2013 10:48 AM

Subject: Re: Booking request

From: Michele Cxxxxxxx
To: ipllasersolutions@yahoo.co.nz
Sent: Monday, 23 December 2013 10:38 AM

Subject: Booking request

Hi,

My name is Michele. I have a grab one IPL voucher.

I would lke to make an appointment for some skin rejuvenation at your Wellington Terrace clinic for Today.

Can you please advise of your Holiday hours and availability?

My mobile is 0211454374 and or you can reach me here on this email.

I look forward to hearing from you.

Cheers,

Michele

----------
From: Michele Cxxxxxxx
Date: Sat, Dec 28, 2013 at 3:17 PM

To: IPL Laser Solutions

Hi Sharee,
I didn't hear from you yesterday. I would still like a refund. Can you please process this and confirm once processed?
Thanks,

Michele

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From: IPL Laser Solutions
Date: Mon, Dec 30, 2013 at 2:57 PM

To: Michele Cxxxxxxx

Hi Michelle,

Grabone are still not back from holiday, so I am unable to do anything yet. So sorry about the delays.

Regards
Sheree Carter

IPL LASER SOLUTIONS

From: Michele Cxxxxxxx
To: IPL Laser Solutions

Sent:

Subject: Re: Booking request

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From: Michele Cxxxxxxx
Date: Thu, Jan 2, 2014 at 12:37 PM

To: IPL Laser Solutions

Hi, Thank you for the update. did you receive my money though? because if you have all you have to do is refund me directly as I paid direct debit with a visa from my bank account. then you can contact grab one to cancel my voucher later. Can you please let me know once this is complete. it's been over a week since I've even waiting and I would like the money please. Let me know.
Thank you,

Michele

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From: IPL Laser Solutions
Date: Fri, Jan 3, 2014 at 8:56 AM

To: Michele Cxxxxxxx

Hi Michelle,

Just checked on refund policy, you need to contact grab one first then we are able to give you a refund after they have approved it.
Grab one take a percentage of the money, so it needs to be done through them first.

I"m not sure if they are back at work yet but you could give it a try.

Kind Regards
Sheree Carter

IPL LASER SOLUTIONS

From: Michele Consalvo

To: IPL Laser Solutions

Sent: Thursday, 2 January 2014 12:37 PM

Subject: Re: Booking request

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From: Michele Cxxxxxxx
Date: Sun, Jan 5, 2014 at 9:26 AM

To: IPL Laser Solutions

Hi Sharee,

Grab one are saying, as I suspected, that the refund is up to you. They should have contacted you about this. This is the email they sent to me yesterday, can you just refund me now??

I think i have been more than patient.

email as follows:

helpdesk@GrabOne.co.nz

10:34 AM (22 hours ago)

to me

## In replies all text above this line is added to the ticket ##

-------------------------------------------------------------------------------------------------------

Hi Michele

I'm sorry to hear that you have had problems with your purchase- I appreciate how frustrating it can be.

I have contacted the merchant regarding your issue and am waiting on a reply. Once i have received word from them, i will then contact you immediately.

If you have any further queries, please feel free to contact us again.

Have a lovely day!

Thanks, Jessica

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From: Michele Cxxxxxxx
Date: Mon, Jan 6, 2014 at 2:04 PM

To: IPL Laser Solutions

Can you tell me what the hold up is???
I am now havning to go to my bank and dispute the payment which is a real hassle when you could have just refunded me right away.
I know alot of people and do you really want me posting to my over 1,00 facebook friends not to go to you?

Can you just refund me???

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From: IPL Laser Solutions
Date: Mon, Jan 6, 2014 at 3:19 PM

To: Michele Cxxxxxxx

Hi Michelle,

Have you sent through your bank account no? I will be contacting the manager tonight to get this moving for you.

Kind Regards
Sheree Carter

IPL Laser Solutions

From: Michele Cxxxxxxx

To: IPL Laser Solutions

Sent: Monday, 6 January 2014 2:04 PM

Subject: Re: Booking request

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From: Michele Cxxxxxxx
Date: Mon, Jan 6, 2014 at 3:23 PM
To: IPL Laser Solutions

Cc: helpdesk@grabone.co.nz

Hi Sharee,

My bank account number is

01 0505 0272570 30

Thanks,

Michele

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From: GrabOne Helpdesk
Date: Mon, Jan 6, 2014 at 3:25 PM

To: Michele Cxxxxxxx

Hi There,

Thanks for contacting the GrabOne Helpdesk. We aim to respond to you within 24 hours.

Please take the time to view our troubleshooting list for common queries to see if it provides a solution.

Looking for an update on the delivery of a product?
Check the "delivery expected" date in your account. If it is more than 2 days ago then we will investigate for you. We will ensure that you get the item and if not we will refund you so don't panic, we have your back.
Looking for your coupons?
Did you know you can access your coupons 24/7 via your account on the GrabOne Website? Once you've logged on to the website, click on 'My Coupons'.
Looking for your gifts?
The gifts you have given are also available through your account. Once you're logged in, click the 'Gifts'.

Did that solve your problem? Please click Problem Solved, otherwise we'll get in touch shortly.

Cheers,

GrabOne Helpdesk

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From: Michele Cxxxxxxx
Date: Tue, Jan 7, 2014 at 1:04 PM

To: IPL Laser Solutions

I dont see my refund in my account. Whats the holdup??

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From: Michele Cxxxxxxx
Date: Tue, Jan 7, 2014 at 11:28 PM

To: IPL Laser Solutions

Ok I'm going to take legal action. Thanks a lot for being terrible. You will hear from my lawyer. Thanks a lot for making things Exteremely difficult.

Also I will be contacting and posting my experience on my twitter, Facebook and going to the consumer rights division to file a complaint.

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From: IPL Laser Solutions
Date: Wed, Jan 8, 2014 at 9:43 AM

To: Michele Cxxxxxxx

Hi Michelle,

I do apologise for the delay's but due to the time of year, it is difficult to process. I have been in touch with the manager and we just need the voucher no and the date that the voucher expired. Your refund is being processed, if you could bare with us for little longer to sort a few details out. Sorry for any inconvenience this has caused you, but we are doing our best to get this sorted as soon as possible.

Kind Regards
Sheree Carter

IPL LASER SOLUTIONS

From: Michele Cxxxxxxx

To: IPL Laser Solutions

Sent: Tuesday, 7 January 2014 11:28 PM

Subject: Re: Booking request

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From: Michele Cxxxxxxx
Date: Wed, Jan 8, 2014 at 1:04 PM

To: IPL Laser Solutions

Hi Sharee,

Thank you for your explanation but yoou have hd more than enough time to process my refund.
I have written to consumer affairs, filed a review and am waiting for an attorney to contact me about my complaint.

Do you really want this kind of publicity over refusing to refund me $99?

These are my emails to Grab One:
---------- Forwarded message ----------
From: helpdesk@GrabOne.co.nz
Date: Fri, Jan 3, 2014 at 1:21 PM
Subject: Re: [Ticket#483041] GrabOne Helpdesk

To: Michele Cxxxxxxx

## In replies all text above this line is added to the ticket ##

-------------------------------------------------------------------------------------------------------

Hi Michele,

Thank you for your email. Sorry can you please clarify which deal this is in relation to so we can look into this for you.

Thanks, Phieng

GrabOne Helpdesk

** Please ensure the Ticket# is retained in the Subject to ensure a prompt reply. **

No reply from them......
Hi There,
Thanks for contacting the GrabOne Helpdesk. We aim to respond to you within 24 hours.
Please take the time to view our troubleshooting list for common queries to see if it provides a solution.
Looking for an update on the delivery of a product?
Check the "delivery expected" date in your account. If it is more than 2 days ago then we will investigate for you. We will ensure that you get the item and if not we will refund you so don't panic, we have your back.
Looking for your coupons?
Did you know you can access your coupons 24/7 via your account on the GrabOne Website? Once you've logged on to the website, click on 'My Coupons'.
Looking for your gifts?
The gifts you have given are also available through your account. Once you're logged in, click the 'Gifts'.
Did that solve your problem? Please click Problem Solved, otherwise we'll get in touch shortly.
Cheers,

GrabOne Helpdesk Reply Forward

helpdesk@GrabOne.co.nz

11:51 AM (1 hour ago)

to me

## In replies all text above this line is added to the ticket ##

-------------------------------------------------------------------------------------------------------

Hi Michele

Thank you for contacting us.

I have passed on your query onto our specialist follow up team to speak to the business around this issue.

We will be in touch with you as soon as we have an outcome.

If you have any further inquiries, please do not hesitate to contact us at helpdesk.

Have a lovely day.

Thanks, Shanzay

GrabOne Helpdesk

** Please ensure the Ticket# is retained in the Subject to ensure

No reply....

I filed a dispute with ANZ, i faxed them the form they sent me this

Dear Michele,

Thank you for your reply. In order to check on the status of your
dispute, we will need you to contact us via a secure channel such as

phone or bank mail.

As this message has come from an unsecured email server, we can only
disclose general information about ANZ. To receive information about or
action a request on your accounts, you will need to call us on 0800 269
296 anytime between 6:00am ? midnight, Monday - Sunday or send a 'Bank

Mail' while logged on to Internet Banking.

If you are not registered for Internet Banking and would like to do so,
please navigate to our website anz.co.nz and select the 'Register'
option located under the Internet Banking Log on button at the right of

the webpage.

Please note, we will report back to you within 5 business days on
receipt of your dispute form. Should this take any longer, we will

notify you with the reason for the delay.

We look forward to hearing from you.

For any more help, simply reply to this Bank Mail or you can call us on
0800 269 296 anytime between 6:00am and midnight, Monday-Sunday (or +64

4 470 3142 if you're dialling from outside New Zealand).

Thank you for banking with ANZ.

Kind regards,

Michelle Taiki

Contact Centres

Can an attiorney please contact me.??

Thanks, My cell is 0211454374

Here are those emails