I unfortunately had a bizarrely negative experience here. My partner got me a gift certificate for a 60 min massage for my birthday. I arrived about 5 min early, which is usually enough time to get ready. The massage therapist wasted 20 min of my appointment trying to email me an (unnecessarily long & unusual for massages) intake form that was supposed to have been sent the day before. She would not allow my appointment to start until it was complete, & would give me no other options other than receiving it by email.
She also bizarrely ignored me when she disappeared into the massage room for a while and I said "excuse me?" twice in attempt to let her know that the email she had sent had still not arrived. I could hear her & I'm sure she could hear me. When she came out she asked me why I was standing, told me to have a seat, and said something like "Why would you try to get my attention? I have to prepare the room. You can't make me go any faster" (this was about 12 min into the appointment). I was surprised but I apologized & said I was just trying to let her know that the email had still not come through. She did not apologize for their system error or for the delay. She also had me search my email multiple times for the intake form before manually sending me one (which took over 10 min to come through), even though I told her repeatedly that I'd thoroughly checked my spam & trash folders and was certain I had not received it. I would've just left if my partner hadn't already paid for the appointment (or if I thought she'd be willing to refund the gift certificate).
It was their system error and policy that delayed my appointment. By the time I had gotten the email, filled out the basics, & gotten ready for the massage, 20 min had gone by. I assumed she would still do the 60 min my partner paid for, but she ended after exactly 40 min. Tbh I was partially relieved. I've never felt so uncomfortable during a massage before.
My partner was not happy when I told him what had happened, & he tried calling to ask for a resolution. They told him they'd call him back to resolve it but never did. I really wish the experience had been better & that they had at least called back like they said they would. At this point I believe my partner's owed a refund for a third of the massage he paid for. read more