OVERALL (TL;DR version):
Demeanor (1/5): Christine was curt with both me & her employee, Crystal. I was talked down to both in email and in person. Crystal was nice.
Services (2/5): Everything was subpar in terms of quality; full body massage was 15 minutes, organization of services (drying time of polish, etc.) lacking; Crystal wasn't told what services she was giving me and had to ask me (Christine was absent most of the time).
Sanitation/Cleanliness (2/5): Dirty/crusty manicure bowls; gloves only used some of the time; no process for runny noses/health issues.
Atmosphere (2/5): FREEZING!
Food (3/5): Tasted fine, if weird choice of offerings (4 Hersey's Kisses but one spoonful of pasta salad?).
I would not only NOT recommend this place for esthetics; I would discourage people from supporting this company.
FULL EXPERIENCE:
My first impressions of Heaven Scent were from e-mail/phone correspondence. I received a gift certificate for a specific package of services. The website listed the package at a different price than the value written on the gift card. I e-mailed about it and then called the store. The store employees didn't know the name of any of the packages but said the gift certificate would be fine. Then Christine e-mailed saying there's a disclaimer that prices may change without notice and tried to convince me to use them on a new product line they offer. I wrote back asking how the prices changed from Friday (date of the gift card) to Monday (when I contacted them). I never heard, even when I attempted to follow up a week before my appointment.
I was booked 2 weeks out due to them being busy (though I was the only customer the day I was there). The night before, I missed their reminder call but the voicemail indicated 4 times that this would be a "very long" appointment without giving an approximate length. When I showed up, I asked about parking since Wortley has only 1 hour street parking and the company doesn't have a lot. I was told "you can park anywhere" in a tone implying that was a ridiculous question. When I handed my gift certificate over, I asked if I could have the card back afterwards because it was a gift and Christine very curtly said "no." She also wanted the envelope it came in which surprised me.
Although I was on time, it took Christine and the esthetician about 15 minutes to set up the room while I watched. I grew less confident as I saw Christine telling Crystal how things were set up and what product was used for what.
It is important to note, the only info I had was the one line description of the package: Mani-Pedi, Facial, Full Body Massage, and Spa Lunch. First was the pedicure. Crystal asked me if I was getting a full pedicure. Then during the manicure she asked if I wanted my nails French style. Half way through, Christine came in and curtly told her I was only to be getting express services. I didn't know and Crystal hadn't been told. I felt that reprimand should not have been handled in front of the customer.
I would also point out that the bowl used for the manicure (I didn't see the pedicure bowl up close) was covered in something crusty and although gloves were used for my pedicure and facial, they were not for my manicure. Crystal had a runny nose which she wiped during the manicure and did not wash or sanitize her hands before continuing the manicure. She had mentioned her son was home sick so I was a little anxious about that.
Immediately after the manicure came the "spa lunch" which was ill-planned as they left me alone in the room trying to open a bottle of water and eat a wrap without utensils while my nails were still wet (ruined one trying to do so). I hadn't asked what was included in the lunch but nothing was asked about dietary restrictions and the lunch included bacon, gluten, and dairy products (not issues for me but just FYI should anyone wants to know).
The facial was short (I felt it was to make up for the extra time the French manicure took) with only a hot towel, 3 pokes to my face with a needle-like tool, then a mask and a eye pads that burned my eyelids though I had advised in advance I have hypersensitive skin.
Crystal also hadn't been told she would be doing my massage, but she ended up doing it while my facial mask dried. The "full body" massage lasted a total of 15 minutes (yes, I timed it) and half way through she asked if I was just getting a back massage. The pedicure was ruined by the blanket during the massage (though it had been done for 2 hours at that point) and the manicure was streaky, even before the water bottle. I had frozen feet for the whole appointment and being nude for the massage, I was shivering during it. There was no consideration of that fact.
It was hard to relax throughout the whole appointment. For the first 2 hours a contracted landscaper and his gf were leaf blowing right outside the window and carrying on a loud conversation. It drowned out the Christmas muzak Christine put on. read more
