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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

About being charged for missed appointment?

449 replies

Buttercupdaisies · 27/05/2023 09:57

For several months I’ve had a weekly appointment somewhere. This week, I had to go into hospital as am 33 weeks pregnant and had an injury (all was fine.) I rang up and explained and apologised.

They have just charged my card the full amount. I suspect a lot or people will say I am BU but I don’t feel great about it, tbh. Just wondered what the consensus was.

OP posts:
BatsHaveButtcheeks · 27/05/2023 11:48

I run a small business, and I have a cancellation policy.

I'll use my discretion of course, and may have done in this situation - but ultimately if someone doesn't turn up, I don't earn any money, and it all adds up. There are genuine people. Then there are people (regulars) who pretend to be ill (covid was used a lot), or their child is unwell, or they are stuck at work - and then forget the fib they've told me, and in their next appointment say how they took advantage of the sun and went to a pub garden, or they went to the gym...

No one ever argues against train companies, or event organisations for example. You buy a ticket, you don't turn up, you've lost the money, and that's in their T&Cs. No one tries to guilt them in 'oh I'm a regular, I'll take my business elsewhere'.

Fedupwife28 · 27/05/2023 11:49

It’s CF to not pay, simple. You’re not more valuable than anyone. Pay the £30 and probably don’t go back as you clearly don’t value this person who has provided a reliable service to you.

WomblingTree86 · 27/05/2023 11:49

I wouldn't appreciate being charged if the appointment was due to an emergency, I had given some notice and I had been a very reliable customer in the past. If they can't do without your 30 pounds this week then they should consider that they probably will have to do without it every week from now on.

CherryCokeFanatic · 27/05/2023 11:51

Hard to judge without knowing what the appointment is for OP

KippersForBreakfast · 27/05/2023 11:51

You clearly think your time and money is far more important than theirs.

You do not need to announce your departure from them, you are not an airplane, it is not an airport!

As I often like to say …”off you fuck then” no need to make a song and dance about it. You dumped in them but you’re acting very entitled.

LlynTegid · 27/05/2023 11:51

Difficult to form a view given you have not said what it is you have missed.

PintoMilk · 27/05/2023 11:52

Assuming it's a nail appointment or similar, it is a luxury that you are buying. Therefore if you could afford the appointment then you can also afford to pay for missing it.

The business owner shouldn't have to subsidise missed appointments, would you have paid them if they'd cancelled due to their own illness?

ActDottie · 27/05/2023 11:52

If you cancelled inside of the time limit set out in the terms and conditions then they were right to charge you.

JudgeRudy · 27/05/2023 11:53

I think it's most likely in the T&Cs and pretty standard with a short notice cancellation. It would surprise me at all. You mention being a good customer. By that I assume you mean you turn up as agreed and pay. They in turn provide provide the service you book3d and charge the agreed amount. Does that make them a good service provider? Then you're equal.
What I would expect is a pleasant enquiry at your next appointment asking after you.

WomblingTree86 · 27/05/2023 11:54

Frankenpug23 · 27/05/2023 11:18

They are running a business and what if all their clients expected ‘goodwill’ - it’s not viable - thats why the T & C’s are so important. The same will happen if you go somewhere else to be fair.

Show quote history

Equally, if regular reliable clients don't receive some goodwill from the business they may become a regular client elsewhere and the business won't survive anyway.

Newspeaker · 27/05/2023 11:54

I don't think there would be any harm in dropping them an email and saying what you've said here. You've been a happy, reliable customer for x amount of time. When you rang to cancel you explained that it was due to an emergency situation. Bearing this in mind would they reconsider the charge.
When I was in customer services one of our team statements was - We gain nothing by winning an argument and losing a customer.

ThirstyThursday · 27/05/2023 11:55

AgnesX · 27/05/2023 10:18

Did you not give them enough notice...if you knew about your hospital appointment I'm assuming you did so the charge is unfair.

If it was a last minute cancellation the charge is totally fair. Their business has lost money after all

yep, I'm sure at 33 weeks the op scheduled her injury and booked a hospital appointment in advance 🙄🙇🏻‍♀️

Clymene · 27/05/2023 11:57

Is there anything else you think you shouldn't have to pay for if you don't use it? If you order lunch in a restaurant and don't eat it, do you think you shouldn't pay? Or you should get your money back if you buy a theatre ticket and don't go?

It's a business. You gave them not enough notice to use the slot for someone else so they're £30 down. And now you're going to spite them for charging you by not going anymore despite presumably being happy with the service up until now. Cutting off your nose to spite your face!

ThirstyThursday · 27/05/2023 11:59

TedMullins · 27/05/2023 10:29

YABU. How much notice did you give? Very normal to charge customers if they don’t give more than 24 hours notice. The only time I’d expect goodwill is if it was a health emergency, but this sounds more like a routine appointment

@TedMullins how does an INJURY sound like a routine appointment???

slipsand · 27/05/2023 12:00

@DysmalRadius I couldn't possibly know what considerations have been made, but given the fact the OP is upset by this charge, it suggests she's not somebody who does this regularly. I'm
not a mathematician, but waiving or reducing the fee for a one off cancellation would make more sense than losing the revenue long term.

nosunshinewhenshesgone · 27/05/2023 12:01

I have a regular appointment. Whilst it's in the T&Cs that I should have paid for a cancellation within 24 hours like this, I would have been told not to pay given the circumstances. It's only enforced for new customers.

(However, I would have paid anyway, and I guess he knows that.)

It's just nicer when both parties feel like they're being nice, and neither party feels like they're being ripped off.

Macaroni46 · 27/05/2023 12:01

I see OP is not coming back to answer the key question which is how much notice did she give when cancelling the appointment. What's the point in starting a thread if you're not going to give all the facts @Buttercupdaisies ?

nosunshinewhenshesgone · 27/05/2023 12:05

Macaroni46 · 27/05/2023 12:01

I see OP is not coming back to answer the key question which is how much notice did she give when cancelling the appointment. What's the point in starting a thread if you're not going to give all the facts @Buttercupdaisies ?

I don't think it's relevant.

The point is the OP thought she was a longstanding special customer who would receive preferential treatment. She's found out the hard way that she's not seen in that way, and it hasn't felt good.

I do think some customers are treated differently - more favourably - but I don't think several months is enough to fall into that tier.

In the example I gave, I do get special treatment, but I've been a customer for years, so am a known quantity, and I've shown flexibility to the other side on numerous occasions. There's been plenty of give and take. You don't build up that kind of relationship where it would be a wrench to lose you as a customer in only a couple of months.

AgnesX · 27/05/2023 12:08

ThirstyThursday · 27/05/2023 11:55

yep, I'm sure at 33 weeks the op scheduled her injury and booked a hospital appointment in advance 🙄🙇🏻‍♀️

Show quote history

She's already said.....🙄

SamW98 · 27/05/2023 12:09

Macaroni46 · 27/05/2023 12:01

I see OP is not coming back to answer the key question which is how much notice did she give when cancelling the appointment. What's the point in starting a thread if you're not going to give all the facts @Buttercupdaisies ?

Or if she’s contacted them to ask if her charge can be used to pay fur her next appointment as a goodwill gesture. That would be my first move before posting online about how unfair it is

TeenLifeMum · 27/05/2023 12:09

I had this in the pandemic. My nail lady asked people not to come if household member tested positive (after that stopped being a thing) so I was honest and cancelled. I did expect to pay although as a regular customer abiding by her added covid rules it did feel unfair but what really got me was I’d planned to have more detailed design for a special occasion so paid £15 more than usual. The time slot was the same but the additional price was for effort and products (none of which were used). If she’d charged my normal rate I would have been happier.

i actually haven’t been back because I don’t want to pay out £50 and not get a service. I get she shouldn’t be out of pocket but for regular customers I think there’s a compromise.

Original poster
Buttercupdaisies · 27/05/2023 12:09

Macaroni46 · 27/05/2023 12:01

I see OP is not coming back to answer the key question which is how much notice did she give when cancelling the appointment. What's the point in starting a thread if you're not going to give all the facts @Buttercupdaisies ?

I started the thread at just before 10, it’s just after 12. I’ve been out with my toddler. Give me a chance!

I’m not totally sure it makes a huge difference what the appointment is for - it’s just a massage for my back.

I did give notice but given it was a bit of a last minute emergency by nature it was only three hours before. I do understand that they are a business and maybe they will have no problem filling my spot, I don’t know. All I know is it doesn’t feel great.

Re my card, when I made the initial appointment I paid online so they must have stored my card details from that which to be honest is another thing I’m not comfortable with.

OP posts:
MondayTuesdayWednesday · 27/05/2023 12:09

if you are a regular weekly customer who never misses appointments without giving notice then I think they have been silly to charge you as a once off given the circumstances.

Yes it is tough being a small business but they should also have enough foresight to see that they are now going to loose out on a regular customer for the sake of €30.

I would expect to be charged for a missed appointment but in these circumstances I think the business has been short sighted.

InAFettle · 27/05/2023 12:11

Buttercupdaisies · 27/05/2023 10:18

I do get that. I just suppose as a reliable customer some goodwill would have been nice and would have meant I’d have continued to go.

Thing is, once you make an exception for a loyal customer, you can guarantee some arsehole will get wind of it and then make your life hell. It’s so much easier to apply the rules to everyone.

How much notice did you actually give?

ThirstyThursday · 27/05/2023 12:11

@Buttercupdaisies I'd ring them & say it seems like there's been a mistake, an automated system perhaps?! But you've been charged for the appointment you couldn't make when you were injured & in hospital. Give them a chance to apologise & rectify the situation. If they don't, ask them to cancel all future appointments & tell them you'll take your business elsewhere.

yes, they're running a business and as such should appreciate regular business.

glad you & baby are ok though, that's the main thing!!