Tan Oasis

Critical: ProfessionalismUnprofessional management45 days and the manager is still dodging meThe manager signed my sister and I up for our packages boasting on their flexibility to pause accounts if you go on vacation and other benefits. About a month later our household tested positive for COVID-19. We called to pause the account for our 2 week quarantine. The staff had no issue with the request and informed us that the manager would have to be the one to process the hold on our accounts. Later that night I received a phone call that because we have level 3 tanning packages we will need to request a hold on our accounts 15 days prior and have the hold for a full month. But again this is only a month after signing up, it was clear the level package we were looking for when we spoke to the manager, and only he was now stipulating these new restrictions for only our package level and below.Before signing up I did my research to make sure they could easily order the tanning lotion I use. It is a brand they carry but the specific lotion is not one stocked at the tanning salon so they have to order it for me. I went in to ask the employees first and then again to double check with the manager that this could easily be accomplished. The manager personally guaranteed that they could order this lotion for me and it would only be 2 day shipping once ordered. The second time I ordered this lotion they estimated just over a week so they could place the order with their usual order and then 2 day shipping. I had to pay for it upfront and my sister ordered one as well. That’s over $100 collected upfront. After a week it still was not ordered and staff estimated another week. I continued to check in and at 2 weeks it still was not ordered and the manager had now gone on vacation. The staff contacted the manager and he supposedly then put in the order but it would be in sometime the next week (yet it’s supposed to be 2 day shipping). The 3rd week passed and still not in. Finally, after 4 weeks the lotion is in and they call me to come in and get it. I got there a few hours later and the lights were on but the door was locked and no one was inside. The note on the front door was not filled out to let customers know when staff would return and no one answered the phone. This was 2 hours before closing. During, this entire ordeal the manager would only speak to me through staff members creating a game of phone tag. Especially, because staff didn’t have authority to order, check the status of, or open the delivery of my lotion. I called and came in on days the manager was supposed to work yet somehow he was never in. I told the staff to pass along a complaint and that something had to be done to rectify the situation, in week 4. They took down a note and let me know when he’d be in next (after another week) to handle the complaint. I called the next week (week 5) and he had been in but wouldn’t be in again for another week. So I had the staff send him my number and let him know I’ve requested a phone call from him to discuss the situation. 6+ weeks and still nothing.It took 4x the time it should have to get my lotion. My sister and I were unable to tan for 2 weeks because, while I ordered early, the delivery for my lotion took far beyond a reasonable amount of time. Meanwhile, I was still having to pay for my monthly membership. It has now BEEN 45 DAYS and the manager clearly refuses to contact me while disregarding my complaint and my attempts to reach out to him.The only person to take the complaint seriously and suggest that she will contact him is an employee Cheyenne. All other staff was friendly but only offered to leave a note for the manager to receive after another week and always had the explanation that they aren’t able to do anything.Service: TanningUnprofessional management45 days and the manager is still dodging me …More

Unprofessional management