Being a single mom with two young kids, a part-time journalist and business owner leaves Kim Treger with very little free time.
When She does get a couple hours alone, one thing she enjoys is treating herself to a foot spa massage, particularly at Lux Salon & Spa in Glenview.
“A lot of these foot spa places have been popping up, and this is the best one,” said Treger, who owns The Laughing Academy, her Glenview-based kids improv instruction company.
“I cannot say enough incredible things about it. They have private, candlelit rooms, and it’s just so therapeutic and relaxing.”
Unfortunately, what was supposed to bring her enjoyment and serenity turned into frustration and headaches.
It started when she purchased six coupons for Lux Salon & Spa at $15 each (valued at $30 each) through the daily deal site, WeDeal.
Treger and her mom used two of the coupons each, but when Treger returned to the salon last month to use the fifth coupon, she found out that Lux had changed ownership, and the new owners would not honor the deal.
Instead, they told Treger she should try to get her money back from WeDeal.
Treger sent an email to customer service at WeDeal with the header, “I am irate that Lux Foot Spa is not honoring my WeDeal coupons!”
“Please call me ASAP,” she wrote. “I just left there and I am furious!”
Three days later, when she didn’t hear back, she sent another email.
“Please call me. ... She claims it is a new owner and I need to get my refund from you.”
Two hours later, she sent another email to the company.
“I have reached out several times. ... I would like a refund and cannot imagine why you will not respond to these emails.”
Twelve days later, Treger sent her fourth email to WeDeal. Still, no answer.
Enter Help Squad.
I decided to take on this project for Treger. Keep in mind, this is my first case, for Help Squad.
Also, I wrote a business spotlight article last month for the Deerfield Review, highlighting WeDeal’s story. Started in 2010 by two entrepreneurs, the business focuses on North Shore customers through a database of 80,000 subscribers.
I reached out to WeDeal owner and operator Brad Pielet and told him the reason for my call. His response was ideal.
Pielet, who has owned the three-year-old company since last year acknowledged that there is a problem with the WeDeal’s response to customer service emails.
“We would never blatantly not answer emails from our customers,” he said.
Pielet promised two things: One, he would issue Treger a $30 refund for her two coupons, and two, he would create an online customer service form for issues like this in the future.
A few days later, right before I published this column, there was not yet a customer service form on the site.
However, Treger can finally relax — not by having her feet soaked in hot water and massaged, but by knowing that WeDeal did issue that $30 credit, and an additional $30 credit for her trouble.