UPDATE AFTER OWNER RESPONSE:…read more
Thank you for taking the time to respond. I do appreciate the professionalism in your reply, and I also want to reiterate that my frustration was never truly directed at Kaila personally.
My disappointment comes from the overall handling of the situation as a longtime returning customer. I completely understand that scheduling conflicts happen and that businesses have policies and time limitations. However, what was most frustrating was the lack of accountability or meaningful effort to make the situation right after the confusion occurred.
As someone who has supported your business for years for special occasions like birthdays, Valentine's Day, and Mother's Day, I expected a little more customer care and consideration rather than an explanation of why the situation happened.
I think what disappointed me most was that the response focused heavily on justifying the circumstances instead of acknowledging the customer experience itself. A little empathy and flexibility can go a long way in retaining loyal clients.
I genuinely loved coming to Perfect Balance over the years, which is why this experience was so disappointing in the first place.
ORIGINAL REVIEW:
I've been a loyal customer of Perfect Balance Day Spa in Lodi for years and have regularly visited with my mother for occasions like Valentine's Day, Mother's Day, birthdays, and other special celebrations. Because of the positive experiences I've had in the past, I recently called a week before Mother's Day to schedule two "Slices of Heaven" services so my mother and I could treat each other for the holiday.
Unfortunately, this particular experience was very disappointing. After confirming my appointment for a specific day and time, I received a call asking if I could move the appointment to 3:30 PM. I was understanding and accommodated the change without issue. Shortly after, I received another call informing me that if they were to keep the appointment, the "Oasis" portion of the service would only be provided for approximately 30 minutes instead of the full advertised hour.
I politely asked whether there could be a price adjustment since the full service would not be rendered, but I was told, "Yeah, no." The receptionist, Kayla, made it seem as though she had already checked with a higher-up regarding the matter. She was polite throughout the interaction and even acknowledged that she understood my frustration and agreed that the situation did not seem right. Because of that, this review is not necessarily a reflection of Kayla personally, but rather of the management decision and lack of accommodation from whoever she had to answer to, whether that was a supervisor or the owner.
I also asked whether another day could be arranged instead, but the communication felt hesitant and delayed, which ultimately led me to cancel the appointment altogether and make arrangements with Appellation aka Wine and Roses.
It's unfortunate because I have genuinely supported and enjoyed this business for years. The 3 stars are for the quality of massages and prior customer service experiences I've received in the past. However, I deducted 2 stars due to the repeated scheduling changes, uncertainty, lack of accommodation, and unwillingness to provide a fair adjustment for a shortened service that could not be fully delivered as advertised. Very disappointing.
