This was my first time coming to this massage place because the place I normally go to is currently…read moreclosed. I called beforehand and was told that their Rancho location was closed, but that their upland location was open, and they gave me the address. They never asked if I was coming in right away, and I never said I was, so I completely understood when we arrived around 6:45 PM and were told they didn't have anyone available at that moment.
The lack of availability was not the issue. The way TJ, the owner, handled the situation was.
His wife, Michelle, was extremely sweet and genuinely tried her best to help us. We were two clients hoping to get massages, and she was making calls and trying to see if she could get someone to come in. We never expected or demanded that she do that, but the fact that she was willing to try really showed how much she cares about her customers.
TJ, on the other hand, came across as irritated that we had even shown up and seemed bothered that Michelle was trying to help us. He repeatedly kept saying, "There's nobody here, there's nobody to take them," and seemed annoyed that she was even making an effort to find someone for us. I also think it's extremely rude and unprofessional to speak that way in front of your customers, especially when your wife is actively trying to provide good customer service. You could clearly feel the negative attitude, and it made the whole situation uncomfortable.
What really bothered me was that while we were standing there waiting to see if Michelle could find someone for us, another customer called. TJ answered the phone and told them there was someone available at 8 PM that same night and booked them, knowing we were standing right there trying to be seen. We had arrived around 6:45 PM, and they close at 9 PM. That made the entire interaction even more confusing and frustrating.
Again, I would have had absolutely no problem being told, "Unfortunately, we're fully booked tonight, but we'd love to see you tomorrow." It was the attitude and lack of professionalism that bothered me.
Michelle was wonderful, accommodating, and clearly cared about trying to help her customers. Unfortunately, my interaction with TJ completely changed my impression of the business. You can turn customers away when you don't have availability without making them feel like they're a bother for simply walking in and asking.
This was my first time here, and unfortunately, it was also my last.