My name is Manali Desai and I am a member with Enrich Salon Borivli - West Since December 2009.
My membership was renewed on Nov 2010.The deposit to be paid to become a member is Rs.500 which is redeemable within 1 year of the expiration of the card or in the month the card expires.My current membership number is BRV 2727.I had accumulated 1910 point son my card this year for the products i have purchased from them. But now suddenly my points seemed to have vanished. On repeated calls to KAREN - Asst Salon Mngr to find out the issue and help us get our points back, we have received very disappointing answers from her. As per the Enrich policy, the points can be redeemed and used only by the card holder / member, but Karen has been repeatedly saying that the points have been used by my sister Khyati or some one else at the Kandivli East branch of Enrich, which we are not even aware about. On another call she says the points have lapsed. To add to the misery, she says that each point accumulated is NOT EQUAL to a rupee (which is not the case, it IS EQUAL to a rupee) we will only give you services worth Rs. 700 ONLY or a free haircut, but nothing more than that.On asking to produce the bills for all our services so far in a year, she hasn't been able to do so. In fact i have the last bill with me that clearly says that i have 1910 points in my account. Thereafter i did not visit Enrich for a very long time until Karen called my sister personally to come and avail of their services. To this she visited their salon in September to get a haircut done after a very long time.
While paying the bill i enquired about my points them itself and the lady at the counter said, mostly your points have lapsed.
My question is:
1.How can my points lapse without any intimation? Every company informs the consumer/client about the expiration date in advance so that the same can be redeemed.
2. How can my points just vanish when i have 2 proofs supporting the fact that i am eligible to get by points back - a. The last bill with the information of the points and b. The fact that Karen herself called my sister to come and visit them as it had been very long that i had been to Enrich.
I have been loyal to Enrich since day one a referred a whole lot of family and friends to avail their services.But with this kind of behavior i am truly disappointed and have asked each and every friend of mine to avoid going there until my issue has been resolved.I expect the same kind of loyalty from them also.
Each of them earn their salaries due to loyal customers like us, but if they do not respect us, its going to be a very difficult time for them from here onwards.
Need to fight to get my points back as i have spent hard earned money to but their products.I don't wish to cancel my membership with them, rather want fair justice to this and continue as a happy member and refer many more people to Enrich.