I had a horrible experience here. My friend and I needed some TLC and booked a massage for her and a detox package for me with half an hour foot bath and half an hour reflexology. We were both going through very rough times and needed a place to relax and rejuvenate. The morning of, I thought it might be nice for me to come in early and get a massage in addition to my detox package. I called and asked if they had an available appointment before mine, scheduled it and then realized I had made a mistake in timing shortly after calling, and called back right away to cancel it. They said that I would have been the messeuse's first appointment anyway, they had just called her to ask if she could come in earlier, and would just let her know to come in later, at the originally scheduled time after all. I asked if I could get the money back for the massage since I had to prepay, and it was such a short amount of time before I realized my mistake, and the girl on the phone said that it made sense that she would ask her manager, but then came back on the phone and said no, it's policy. When I came in later, they told me that the foot bath was broken so I couldn't get that half of the treatment I had scheduled but that they would not refund me for that either. They said I could come in for just the foot bath some other time when it was fixed, even though the package I got was the combination of that with reflexology. I don't live in the area and was just visiting for the day and they didn't care. I asked the manager then could I at least get a refund for the massage that I didn't use and nobody lost any time or money over, and she said no and then started being manipulative and lying to me. I said I didn't think this was right and she then pretended that in the time that I had booked and canceled the massage that morning a few people called and tried to book that slot and therefore they did lose money. I said in such a short time, did you at least call them back to let them know the spot opened and she didn't reply directly. I already knew she was lying because the girl on the phone had not mentioned anything and had seemed to think it was reasonable to get a refund in that situation, but now apparently that same receptionist had gotten all these calls. When I said I knew that wasn't true then she got caught and finally admitted that it wasn't right of her to say that. But then switched to saying that it was impossible to give a full refund in the mindbody appointment system that they work in, and therefore her hands were tied. I also knew that wasn't true because I have worked with that system, and then she got mad and defensive and flustered. I started crying at one point because it was all too much for me in the moment, and I had come looking for refuge and instead was being completely mistreated, not to mention that I wasn't able to receive half of my service that I had booked because of their malfunction, but was having to pay for it anyway. My friend was also horrified. Finally the manager agreed to partially refund me for the foot bath but she would charge me the full price for the half an hour reflexology, which was more than half of the package price. I wanted to leave as soon as possible, and when I checked out, it turned out they hadn't even charged my credit card yet for anything, including the 'massage' charge that didn't happen, that my card was just on hold, so they charged me then. My friend also tried to reason with them and they wouldn't. I was way more upset and feeling traumatized after leaving this 'Wellness Center' than I had been coming in. I contacted them after saying I didn't think it was right. Their response was that in the end they hadn't charged me the difference between the services, so that technically I owed them $9 and should be grateful. Then later said if I was going to leave a bad review they would refund me if I promised not to write one. No thanks, not that way. I prefer to keep my integrity. read more
