I came in on Thursday December 1st, for a Sea C Spa facial at 10:15am. This was my very first time at Lifestiles. The facial started out great. We were making conversation about our families, we talked about our children, and I had asked for an explanation on each product that was being used on my face, which she gave me.
About 30 - 45 mins into the experience, was the glycolic acid portion of the facial. Some acid got into my right eye. It burned badly. I had to sit up, wanting to scream. I kept my voice down, saying "Ahhhh! Ow ow ow ow ow! What do I do?!" It was so painful. Calmly, she said, "Let's do an eye rinse". I laid down on my side, and for about 1-2 minutes she poured water on my eye, while it was wide open, to cleanse out the product. I had temporary relief, however it was slightly traumatizing, and my body remained stiff and unrelaxed. About 5-10 minutes later, another product was being applied to my face. This time, over my eyes. It would seem that the gloves she was using weren't rinsed off well enough after putting on the glycolic acid, because after she put the next product over my eyes, both eyes started burning just as badly as the first time. Again, I sat up, this time louder, in significant pain and discomfort. Very calmly, she said, "Ok, let's do an eye rinse on both eyes". 1-2 minutes on both eyes, same as before. I just wanted to leave. She didn't change her gloves. the rest of the facial my eyes continued to sting and burn.
After this I felt this loooong hair being drug across my face as a product was being put on my skin. I felt it rest over my mouth, and tried not to gag. I tried to get it myself, but failed. I asked if there was a hair on my face. "Nope, I don't think so". When I kept trying to get it, she looked again, and said "yes, here's a small hair". It was not small. I could feel the length on my face. Not once, through this whole experience, was there any responsibility taken, or any sort of an apology made. It was minimized and downplayed, especially for the obvious strong physical reaction I had in my eyes. I'm not sure if she didn't want to get in trouble, or why this happened.
When the facial was over, I didn't want to shower, or pamper myself, I just wanted to GET OUT. Because of the significance of what happened in there, I came out expecting that the staff was aware of what happened. I went up the counter, where I was holding back tears. I did not want to make a scene. "How was your facial?". I told her it could have been better. When she asked why, all I could say was "Glycolic acid got in my eyes". She said "Oh...." as she passed me the payment machine. I paid. $95 was paid from a gift card. $80.85 was paid from my Mastercard. I started crying and headed straight for the door, to get out as quickly as I could. The lady who helped me came out from behind the counter as I was getting my shoes on and asked if I wanted to talk more about my experience. What else was there to say? If a customer getting acid in their eyes isn't enough of a reason to talk to the manager or have a conversation initially, I'm not sure what else to say. It wasn't until the owner saw something happening, and other customers watching, that she came over and asked what was going on. After I quickly explained that glycolic acid had gotten in my eyes during my facial, she asked the lady who did the facial if that happened. She was quick to nod and say, "Yes, just a little bit in her right eye". WHAT???
The owner offered me a refund, saying that we could talk more about this later. They asked for my Mastercard, and returned $173.25, $2.60 less than I was initially charged. I'm not sure why, this is just what my credit card statement shows in hindsight, and at this point, I really don't care about $2.60. I went and sat in my car for about 5 minutes, tried to stop shaking and calm down before driving away. I cancelled my plans and went home.
I got a call from the Spa just before 5pm later that day. I thought it would be the owner calling to hear about my experience. Instead, it was about my refund. She apologized for having made a mistake, but would need my credit card information over the phone, because the portion of the payment I had made from a gift card, needed to be returned back to a gift card rather than back to my credit card. She needed to charge me again. They charged me $99.75 to my credit card, for a gift card that was initially $95. This was $4.75 more than I had on my gift card. I didn't say anything, I was too upset to fight about it. At this point, the Spa should have taken the hit for the processing error that they made.
I never did hear from Lifestiles. After an experience like that, I was shocked at the lack of responsibility taken, concern, and customer care. My eyes burned for most of the day that day. I never received an apology. read more