UPDATE: To the manager, please don't make insulting statements suggesting that your team offered to…read moreadjust the service, amount, or otherwise resolve the situation. Your response is very misleading, and honestly, I find your comment insulting.
I'm not sure if you were the manager handling the situation that night, but if you have cameras, I strongly encourage you to pull the footage and review what actually happened. A woman came barging out of her client's room and immediately started yelling at us to leave. She did not allow us to explain anything or even hear us out. The situation became so heated that her own employees had to step in and calm her down because she was yelling at us.
So, to suggest in your response that there was some reasonable attempt to resolve the situation is simply not an accurate reflection of what we experienced. I stand by my review, and I find your comment dismissive and insulting.
And if you are the manager who acted that way that night, I sincerely hope you regret how you handled the situation. No customer should be treated that way.
----------
I've been coming to East Foot Spa for almost 10 years, which is why I'm honestly so disappointed by what happened tonight.
Our appointment was at 6:30 PM, but my partner and I were waiting in the room until around 6:50 because the therapists were running late. I tried to give the benefit of the doubt and thought maybe they would make up for the time in the actual massage.
The massage started off okay, but it didn't feel like the usual experience we've had there. My partner asked his therapist at least 5 times to apply more pressure. Then, to make matters worse, the massage ended 7 minutes early.
I went to the front desk and calmly explained that we weren't happy with the experience. The woman at the front desk just smiled and nodded, so I finally said, "I need this addressed." They explained that we paid for a combination massage and not a deep tissue massage. We weren't arguing about what type of massage we paid for, and we weren't asking for our money back. We simply wanted to adjust the tip because the service didn't meet our expectations.
The employee then went to get the owner to explain the issue to her. Instead of coming out to calmly speak with us, the owner came out yelling at us and immediately told us not to come back, all while another customer was right there. I was honestly shocked by how she handled it.
We were trying to address a service issue, not cause a scene or refuse to pay. If you're the owner, I would expect you to come out, listen to the customer, and try to resolve the situation not come out yelling and telling loyal customers to leave.
Another employee was asking us to lower our voices, but it's hard to stay calm when the owner is yelling at you. We were simply trying to have our concern heard.
After almost a decade of coming here, I never expected to be treated this way. The massage was disappointing, but the way the owner handled the situation was honestly what made this experience so upsetting.
She told us not to come back, and after tonight, we won't. It's really unfortunate because we had been loyal customers for years.
