Master Tanning Hello, let me first start of by saying how very disappointing it is to find a business that charges as much as you do for your products and has such a horrible customer service representatives.
Never in my life have I seen people treated so poorly. Now let me tell a little story. My wife Emilee Vaden decided to start a tanning salon. She looked at several different suppliers and decided to try out Master Tanning. She applied for a credit account online and was subsequently contacted by a sales person named Kevin. Kevin told her that there was a promotion in progress that if a customer were to purchase two of the SunFire 32C tanning beds they were a special price. Mrs. Vaden informed the sales person she would talk it over with me and get back to him. After deciding that until we knew how our tanning salon endeavor would fare we decided that one bed would be sufficient. My wife then called Kevin and said we would like one SunFire 32C. Kevin told her that one bed would cost $3400 and the 2015 model was not pictured on the website and only came in black but the Mp3 connection was now standard. He told us we were on a special one year no interest finance plan, emailed us paper work to sign and email back. This occurred on Monday February 23. Everything was on track and so far pleasant. Now is where the friendly Kevin shows his lack of personal morals or perhaps the training that he has been giving. Later that evening my wife and I received some troubling financial news. Wednesday morning my wife called Kevin and asked if there was any possible way to cancel our order and if so what it would require (now in hind sight I have found your cancelation policy:All cancelations are subject to a 20% fee, your account representative can tell you more.) However the answer that was given to Mrs. Vaden was "I am sorry ma'am but I got the paper work Monday and your tanning bed is already on a truck and has been shipped, it will be arriving Monday March 2nd or Tuesday March 3rd, there is nothing we can do." My wife said she understood and thanked him for his time. On Friday February 27 my wife received a phone call informing her that her order was now on a truck and gave her tracking information and informed her that she would get a phone call from the trucking company prior to delivery to verify someone would be present to receive the bed. She was also told to inspect the bed for damage while the driver was present to make note of any defects on the shipping receipt. An email was also sent with similar information. Now, my wife is a reasonable woman, but if there is one thing she will not tolerate, it is being lied to. Now it is very evident that the bed was in fact not on a truck on when Kevin said it was and also that there was something that could have been done about canceling the order. So doing what any person whom had been deceived in a rather expensive purchase, she called your customer service line. After informing the representative of the situation she was transferred to Kevin's voice mail. When Kevin returned the call my wife relayed her dissatisfaction in her treatment and the deception involved. Kevin told her that he had not lied to her that what he had told her was the "verbiage" that is used with all customers and that once he submitted the paper work the bed was "practically on a truck" now my wife became irritated at the tone that was being used and the manner in which he was talking down to her and repeatedly asked to speak to his manager. Kevin however continued to talk down to her and tell her that a manager would not care what she had to say and that his manager would tell her the same thing. Now I would like to believe this to be untrue, that your company does not encourage being decisively deceptive however I have yet to see anything to the contrary. Finally, after being so rude and arrogant to my wife to the point that she was in tears, he sent her to the voice mail of a Keith. Unable to speak from sobbing she hung up. Once she had collected herself, she called customer service yet again, this time asking from the onset of the conversation to speak to a manager, and once again being told that the representative could assist in any problems. So after making no headway she retold the events, apologized for being heated and said she knew that it was not his fault but something needed to be done. He informed her that the order could be canceled but she would now not only have to pay the 20%, but also a $450 fee for the shipping since it was actually on a truck. She tried to explain that this was the problem, had she not been lied to in the first place it would have only been the % and not the extra for the shipping charges. He asked her what she expected him to do about any of this, to which she responded "I don't know, you are in customer service what can you do? If you can't do anything I want to speak with a manager." He said that he would send her a "bottle of lotion" that is clearly unacceptable considering the treatment and trouble that had been caused by the lies. He then offered a package of 45 lotions valued at over $250. This was somewhat more appropriate in that some of the cost could be absorbed by selling these lotions...... Not true, not even close, the package we were sent contained sample packets that were labeled "Not for resale" and to add insult to injury, they are from 2014 and research indicates that these lotions have a shelf life of 1 year so what we were sent was expired! Now as if this horror of a purchase hadn't been enough already, I am home alone when a semi pulls up, no phone call no warning just here I am. Now I had not been involved in the conversation of accepting the delivery and to inspect everything so the truck driver and I unload the boxes he has me sign and off he goes. When my wife returns from doing hair she sees the bed and is in a rage because I signed for it and she did not get a call. Looking on the shipping document we find the number on the paper is handwritten and incorrect! So we move the bed inside open it up and there are scuffs all over the black plastic. Also there was no fan that was supposed to be included. Upon further inspection the bed is not a SunFire 32C by Wolff but rather a 32XS Power by Sunco! After looking this model up not only is it not a commercial bed but a home bed, it also only costs $2995 a full $405 less than what we ordered. Just a recap of all the bull we were fed 1. Kevin lied about canceling order! 2. No one would let us speak to a manager! 3. Lotions are expired samples not for resale! 4. No phone call from trucking company! 5. Bed plastic scuffed! 6. No fan! 7. And finally and most important, not the bed we ordered!!! New Bern North Carolina
Hello, let me first start of by saying how very disappointing it is to find a business that charges as much as you do for your products and has such a horrible customer service representatives. Never in my life have I seen people treated so poorly.
Now let me tell a little story. My wife Emilee Vaden decided to start a tanning salon. She looked at several different suppliers and decided to try out Master Tanning. She applied for a credit account online and was subsequently contacted by a sales person named Kevin. Kevin told her that there was a promotion in progress that if a customer were to purchase two of the SunFire 32C tanning beds they were a special price. Mrs. Vaden informed the sales person she would talk it over with me and get back to him.
After deciding that until we knew how our tanning salon endeavor would fare we decided that one bed would be sufficient. My wife then called Kevin and said we would like one SunFire 32C. Kevin told her that one bed would cost $3400 and the 2015 model was not pictured on the website and only came in black but the Mp3 connection was now standard. He told us we were on a special one year no interest finance plan, emailed us paper work to sign and email back. This occurred on Monday February 23. Everything was on track and so far pleasant.
Now is where the friendly Kevin shows his lack of personal morals or perhaps the training that he has been giving.
Later that evening my wife and I received some troubling financial news. Wednesday morning my wife called Kevin and asked if there was any possible way to cancel our order and if so what it would require (now in hind sight I have found your cancelation policy:All cancelations are subject to a 20% fee, your account representative can tell you more.) However the answer that was given to Mrs. Vaden was "I am sorry ma'am but I got the paper work Monday and your tanning bed is already on a truck and has been shipped, it will be arriving Monday March 2nd or Tuesday March 3rd, there is nothing we can do." My wife said she understood and thanked him for his time.
On Friday February 27 my wife received a phone call informing her that her order was now on a truck and gave her tracking information and informed her that she would get a phone call from the trucking company prior to delivery to verify someone would be present to receive the bed. She was also told to inspect the bed for damage while the driver was present to make note of any defects on the shipping receipt. An email was also sent with similar information.
Now, my wife is a reasonable woman, but if there is one thing she will not tolerate, it is being lied to. Now it is very evident that the bed was in fact not on a truck on when Kevin said it was and also that there was something that could have been done about canceling the order.
So doing what any person whom had been deceived in a rather expensive purchase, she called your customer service line. After informing the representative of the situation she was transferred to Kevin's voice mail. When Kevin returned the call my wife relayed her dissatisfaction in her treatment and the deception involved. Kevin told her that he had not lied to her that what he had told her was the "verbiage" that is used with all customers and that once he submitted the paper work the bed was "practically on a truck" now my wife became irritated at the tone that was being used and the manner in which he was talking down to her and repeatedly asked to speak to his manager. Kevin however continued to talk down to her and tell her that a manager would not care what she had to say and that his manager would tell her the same thing. Now I would like to believe this to be untrue, that your company does not encourage being decisively deceptive however I have yet to see anything to the contrary.
Finally, after being so rude and arrogant to my wife to the point that she was in tears, he sent her to the voice mail of a Keith. Unable to speak from sobbing she hung up.
Once she had collected herself, she called customer service yet again, this time asking from the onset of the conversation to speak to a manager, and once again being told that the representative could assist in any problems. So after making no headway she retold the events, apologized for being heated and said she knew that it was not his fault but something needed to be done. He informed her that the order could be canceled but she would now not only have to pay the 20%, but also a $450 fee for the shipping since it was actually on a truck. She tried to explain that this was the problem, had she not been lied to in the first place it would have only been the % and not the extra for the shipping charges. He asked her what she expected him to do about any of this, to which she responded "I don't know, you are in customer service what can you do? If you can't do anything I want to speak with a manager." He said that he would send her a "bottle of lotion" that is clearly unacceptable considering the treatment and trouble that had been caused by the lies. He then offered a package of 45 lotions valued at over $250. This was somewhat more appropriate in that some of the cost could be absorbed by selling these lotions...... Not true, not even close, the package we were sent contained sample packets that were labeled "Not for resale" and to add insult to injury, they are from 2014 and research indicates that these lotions have a shelf life of 1 year so what we were sent was expired!
Now as if this horror of a purchase hadn't been enough already, I am home alone when a semi pulls up, no phone call no warning just here I am. Now I had not been involved in the conversation of accepting the delivery and to inspect everything so the truck driver and I unload the boxes he has me sign and off he goes. When my wife returns from doing hair she sees the bed and is in a rage because I signed for it and she did not get a call. Looking on the shipping document we find the number on the paper is handwritten and incorrect!
So we move the bed inside open it up and there are scuffs all over the black plastic. Also there was no fan that was supposed to be included. Upon further inspection the bed is not a SunFire 32C by Wolff but rather a 32XS Power by Sunco! After looking this model up not only is it not a commercial bed but a home bed, it also only costs $2995 a full $405 less than what we ordered.
Just a recap of all the bull we were fed
1. Kevin lied about canceling order!
2. No one would let us speak to a manager!
3. Lotions are expired samples not for resale!
4. No phone call from trucking company!
5. Bed plastic scuffed!
6. No fan!
7. And finally and most important, not the bed we ordered!!!