AVOID! Worst customer service experience I've ever had!
They ask you to pay upfront, red flags!
Booked in for an Indian Head massage which includes 30 minutes head massage and 20 minutes on the back. I was booked at 9.10am but due to circumstances out of my control I couldn't make it and rescheduled to 10am. I was there and paid at 9.48am and waited until 9.54 to go in to the room. She gave me a few minutes to get changed so the treatment started pretty much on 10am.
The room was cold and the therapists hands were cold. Her hands warmed up in a few minutes though and the scalp massage was really good. 10 minutes in at 10.10am, there was a knock on the door and the owner interrupted and called the therapist out with no sorry or explanation. I had my watch on so was keeping an eye on the time. 5 minutes later they came back in and left, then the owner came back and said there was a mix up, they double booked me. So my therapist left and she (the owner) will continue with my treatment.
She complained that she was only supposed to be on reception today. A minute later the phone rung and she got up again to answer the phone! So in and out 3 times already within the first 10 minutes sucking up an additional nearly 10 minutes of my massage time. I was ready to walk out and ask for a refund if she did that one more time. Thankfully the phone didn't ring again.
She then asked me where I was sore, but I said I was in for a relaxing Indian head massage and asked if she knew how to do it. She said yes, she is the owner and designed the treatments and is a professional therapist so will do a good job. I said I only got 10 minutes on my head so far, so would like the extra 20 minutes on the head.
She then asked me to lie down so she could do my back. But I said I wanted my scalp done and she said to lie down because everyone does the treatment differently. Indian head massage is always done sitting up though? She then spent 30 minutes doing a back massage with maybe only 2 minutes of a scalp massage at the end, and finished at 10.45am. I was short changed by at least 10 minutes of massage and did not get the full 30 minutes Indian head massage.
Before I got up I asked her about the other 20 minutes of Indian head massage. She said she worked on my back because tension in the back leads to headaches and once I get home I will feel better and my headache will be gone? What? I never said anything about having a headache. She told me that she gave me a massage and even went over time for an hour. I told her absolutely not, we started at 10am and they went in and out of the room 3 times and finished at 10.45am so no where near 50 minutes. She insisted the other therapist did 20 minutes on my scalp and she did 10 minutes herself but this is absolutely not true as I was looking at my watch the whole time. She kept arguing with me. She asked me what I wanted and I said I would like the 20 minutes of Indian head massage just like how the first therapist was doing it. But she said the other therapist was fully booked so there was nothing she could do. I said let me get up and get changed, I just want to go home. I've had a terrible few weeks, the rental I was in was sold so we got booted, then my cat died, and I was woken up at 5am this morning from my neighbours house being on fire and had to be prepared to evacuate. So was looking forward to a relaxing treatment. She did not care.
I asked for a refund as I was very unhappy with the entire process and did not receive the treatment I booked and paid for. The owner refused to give me a refund. She insisted I got 'a' massage so no refund. Then to top it all off, the owner told me to contact fair work and if I wanted a refund I needed to sue her because she is the boss and can do what she likes!!! Can you believe the audacity.
Absolutely disgusted by this place. Looking at other reviews I can see a few others have mentioned terrible customer service. I can see why they take payments upfront now, I'm sure I'm not the first to ask for a refund! DO NOT GO HERE! read more