Extremely disappointing prenatal spa experience and even worse customer service…read more
My boyfriend paid $157 for a prenatal massage and facial package as a special treat for me toward the end of my pregnancy. What was supposed to be a relaxing and enjoyable experience turned into an absolute disappointment.
First, the prenatal massage itself was extremely uncomfortable. This spa advertises prenatal massages, yet they don't have specialized prenatal massage beds to accommodate pregnant women. Instead, I had to spend the massage lying on my sides, which was uncomfortable and far from relaxing. I understand that side-lying positioning can be used for prenatal massages, but I expected a much more comfortable setup from a business specifically advertising this service.
The massage itself was also unlike anything I've experienced before, and not in a good way. I arrived with my hair freshly done and left with massage oil all over my hair. The therapist even massaged my ears, which I found incredibly unpleasant and unnecessary. I've had massages before, and I've never experienced anything quite like this. The advertised aromatherapy was equally disappointing. Rather than the relaxing aromatherapy experience I anticipated, the therapist simply rubbed oil onto their hands and held them directly in front of my face.
As if the actual massage experience wasn't disappointing enough, the esthetician called out, meaning I never received the facial included in the package my boyfriend purchased.
I completely understand that emergencies happen, and I have absolutely no issue with that. My issue is with how unprofessionally the business handled the situation afterward.
When I reached out to request a refund for the facial that was never performed, I was met with dismissive and unprofessional responses. Despite explaining the situation multiple times, I was literally asked, "Refund of?" I was then offered a $13 refund on a $157 package, without any explanation of how that was calculated.
When I expressed my disappointment, I was told, "We are all human and an emergency came up for the therapist," followed by "Have a nice day."
Nobody was questioning the employee's emergency. The issue is that your business failed to provide a service that was already paid for, and instead of taking accountability, you made the customer feel unreasonable for requesting a refund.
I was repeatedly told to contact Groupon because the spa couldn't refund the package and was offered the option of returning another day for the facial. However, after such an uncomfortable and disappointing experience, why would I want to return? I shouldn't have to make another trip because your business was unable to fulfill the original appointment.
For $157, I expected a comfortable prenatal massage, the services advertised, and professional customer service. Unfortunately, I received none of those things to the standard I expected.
What makes this especially frustrating is that this was supposed to be a thoughtful gift from my boyfriend during the final weeks of my pregnancy. Instead of leaving relaxed and pampered, I left uncomfortable, with oil all over my freshly done hair, without my facial, and having to chase down a refund.
I would absolutely not recommend this spa, especially to expecting mothers looking for a comfortable, relaxing prenatal massage. Save your money and book somewhere that actually prioritizes your comfort and delivers the experience it advertises.