First, I'd like to say that I suffer from anxiety, so I try to avoid confrontation and not create…read moreissues. I went to VitalitySpaClub on 2/22 and was serviced by Galina. From the moment I walked in, she was very professional and polite. This was my first ever facial and she was clean, thorough, and attentive. This is a review of how horribly they handle complaints of any kind, even to the point of disrespecting customers.
I left her table heavily moisturized and went home. The next day comes, and my skin is very dry, puffy, and sallow. Galina had advised me to moisturize 2-3x a day and avoid my lactic acid, so I did. For the next week, my skin texture was off. My skin felt prickly, raised, and gray-ish. My previous glow was gone, my skin was VERY dry, and my texture was dull. I went back to my routine and my skin hadn't perked up. I felt like I wasted a lot of money, because I wasn't expecting dramatic results but just something positive for my skin. I texted Galina about my thoughts almost a week later on Thursday, 2/27. She advised that she had only done a simple cleansing facial with sensitive products, extractions, and LED light (which does hurt) and she was confused why I contacted her because I was so happy leaving. She then insisted if I have any other concerns, then to call the manager. What I was looking for from her was skincare advice to help restore my skin, but I guess I could call and ask them?
So I called the manager, and the entire thing was weird from the beginning. I had never called this place before (I booked with Booksy) but as soon as someone picked up, she immediately asked if I wanted to speak to the manager. So they were expecting my call? That made me feel uncomfortable immediately. I was put on the line with the manager, who bluntly just asked me what the problem really was and if I wanted a refund. I didn't say yes because that's not why I contacted Galina, this wasn't supposed to be a huge thing. I was more disappointed than anything and I figured I could ask a licensed esthetician for skin advice for other products I could buy to help renew my skin. He then promptly told me they only use one skincare product, PCA, and that he can't help with much else. At this point I felt embarrassed for even calling. The line immediately cut to Galina, who I guess was listening the whole time, and she just started talking. She kept insisting she only used gentle products, PCA has the best reviews and awards, she didn't understand, she really only gave me a massage, what did I want?, did I want to come in for a free facial?, did I want free sample products?, they only work with PCA so they can't suggest anything else, she would work with me personally regarding anything I needed. If that sounds cluttered to you, imagine me on the other line. I felt overwhelmed and asked her if I could just contact her later. She said okay, then we hung up.
This is where things get really weird. I didn't call angrily or confrontational in the first place. I didn't threaten or demand anything. Galina texted me a half hour after the phone call to tell me she was suspended for one month because this was her first infraction, and that if I wanted service when I called back, I'd need a new esthetician, and that if she ever gets another complaint, she'd be fired. All of this was completely unprompted and I was like wtf. I felt so guilty that me simply calling and being disappointed in the facial got her suspended! Then I wondered why I was even being sent this in the first place, and I didn't respond because what was I supposed to say to that? I decided to attempt to call back the next day on 2/28 to speak to the manager, apologize for all of this happening, and ask for Galina to have her position back because this wasn't her fault. I tried calling VSC and my call went straight to voicemail. I asked my boyfriend to try the number and he said a woman picked up, so they blocked my number. For what, I have no idea. I don't understand, if I only wanted my money back, I would have asked in the first place, and even if I DID want it, that's no excuse to block a customer from contacting you. I told them originally I didn't want to feel like a problem customer, and I felt so embarrassed by all of this and felt like I got nothing out of reaching out when I had an issue except ganged up on and blocked. That day I emailed them and asked for a refund at this point. This was all blown out of proportion and their responses have been unprofessional. They haven't responded to the email or sent my money back. They have a lot of good reviews so they must do a lot right, but this wasn't it at all.
3/25 EDIT: Today alone the manager has put so much energy into personally messaging me here on Yelp to attack my mental health more (which I reported), falsifying reviews, reporting my pictures to be deleted, marking my review as funny, and lying in his response. Sad. But you all can see this review and that's all that matters.
