Fabutan

My friend and I came into this Fabutan location at 1:45 PM on July 29, 2018 and each purchased a mystic spray tan. We were told by the employee working that, due to a power outage earlier in the day, she was having issues with the equipment. She nonetheless processed our payments and took my friend back with her first. My friend undressed and stood in the back waiting for approximately 10 minutes. The employee kept stating the machine wouldn't start and dipping into the back to check. She eventually called to my friend through the door who dressed and came back out. The employee helped several guests waiting and then went back to trying to get the mystic tan machine operating. Eventually, we told her we were tired of waiting and had late afternoon plans so we could not wait anymore. She suggested we dip-out for food and she would text us if she could get the machine running. We did so. At around 3:10 the employee texted my friend and told her that she could not get the machine to work. We came back and asked for a refund. She refused stating the receipt says "All purchases are non-refundable sorry". We stated how unacceptable that is. I have never heard of a business charging a client for a service, refusing to provide the service, and then refusing to refund the client. The employee became upset and raised her voice at us repeating over and over again that it wasn't her fault there was a black-out. We acknowledged that yes, it wasn't her fault but she still needs to call the owner and arrange a refund. She gave serious attitude about doing so stating it was the owner's day-off and he probably wouldn't answer. However, she called anyway and once again disappeared to the back where she talked to the owner's wife and fiddled with the spray tan machine some more. Eventually, she came back and reiterated that she was unable to issue a refund. I told her to just put the spray tans on our account and I would contact the owner myself. She supposedly wrote the owner's number on a piece of paper and gave it to me. However, when I got home and called the number I was informed that the number was out-of-service. I have decided to escalate this situation and have contacted Fabutan's Head Office and I will file a consumer complaint with Service Alberta. This is an absolutely atrocious way to treat clients of nearly a decade (or any clients, truth be told). Attached to this review are photos of my receipt and the post-it note that employee gave me containing the incorrect phone number.

Staff are always very friendly, and always willing to accommodate me when I do walk-ins.

Friendly staff clean and accommodating

Clean, friendly and accommodating