Let me start of by saying I have never in my life left a review for anything, let alone a negative one. My horrific experience with MudFacial Bar in Boulder has more than inspired me to do so. The customer service I received from the "owner" (Elizabeth S) of this location filled me with absolute disgust. I could not believe her unprofessional way of communicating with me. I was truly in disbelief she was the owner of this franchise based on the way she spoke to me.
First, I emailed mud, after receiving an email reminder I had a facial that was about to expire. When I emailed them back hoping to schedule an appointment that would work with my schedule, I never received a response. After waiting weeks for a response, I finally called to schedule an appointment. I ended up making an appointment on Sunday at 11 am. When I couldn't make my appointment I asked if I could reschedule for another day. I was told I could not so I was forced to settle with 3:30 that day, even though it wasn't an ideal time for me. I let them know I was going to be a little late, and they told me that was totally fine. I was told it was fine, although there policy is allegedly different. Never on the phone was I told I couldn't be more than 5 minutes late (which is an absurd and unheard of policy to begin with). I arrived approximately 12 minutes late at 3:42 pm. When I arrived at the door after rushing, the doors were closed and the lights were turned off. I did not receive any warning that they were leaving nor would I ever imagine a business to close over 15 minutes before there closing time at 4 pm. I called them afterwards and left a message. I NEVER received a phone call back. After waiting a few days, I gave them a call. I was called a liar by the "owner" and was told there was no compromise that could be reached. She told me I arrived at 3:50 pm.. wait a minute, when I got there no one was there and the doors were locked? So how is she going to tell me when I got there? Not only that, 3:50 is still 10 minutes before they are SUPPOSED TO close... So as a general rule of thumb, just remember the mud in boulder closes whenever they feel like it. When I expressed I was clearly unsatisfied with her neglect, she started to raise her voice, so much so that my roommates could hear. She lied to me, telling me she didn't receive my email I originally sent and that she didn't receive my call or voicemail I left after I was ditched for my facial appointment. When I told her I sent her an email with a screen shot of my email and my phone call, she told me she was going to hang up on me. My roommates were just as shocked and angry for me that one of them even called the Mud Facial bar in Chicago and asked for the contact information for the corporation. The woman she spoke to at the Mud Facial Bar in Chicago was in awe as well, and told my roommate that she would have offered me to reschedule without question.
I feel as though I have been robbed of the money I spent on the facial I never received. I take full ownership for being late, however, I did not see Elizabeth take responsibility for disregarding my email, my attempt to reschedule, blowing me off when I was told I could arrive late, and then ignoring my phone call when I asked what had happened.
P.S. I forgot to mention that when I called after they didn't answer my voicemail, they did not pick up! They wanted to keep avoiding me! And predictably, when I used a friends phone, they picked up first call.
P.P.S I am a RETURNING customer. I have gotten multiple facials with $10 add ons, and I have even purchased a $28 face wash! You would think they would treat a customer who has consistently given them business a little better. They have now lost multiple future facials I would have gotten, tips, and products I probably would have purchased. Additionally, anyone who witnessed the phone call have all been completely turned off from ever going there again!
All in all, if customer service and respect in general is of any value to you, I would not recommend going to Mud in Boulder. read more