COMPLETELY UNPROFESSIONAL!! We had booked a couples massage for February 6th, paid in full with gratuity. I was very excited to try this place, as a lot of other reviews spoke very highly of their services. When we arrived to get our massage, we realized that the only therapists available were men, and asked if there were any female therapists available. We were told that the only female therapist would be in that Thursday, so we rescheduled to February 8th. (Mind you, there is nothing on the questionnaire about gender preference). The afternoon of February 8th, I received a call informing me that we would need to reschedule again, as the female therapist wasn't available (three hours before our appointment), which I happily rescheduled. The appointment was then moved to February 29th, which was the next evening appointment available with the female therapist. A couple of days later, we were contemplating just cancelling the appointment and finding something else to do together that could be sooner, so before I did anything, I called and asked what their cancellation policy was. I was told that as long as I cancelled 24hrs before the appointment time I would receive a full refund. I then asked if I could cancel straight from the email they sent (as my husband wasn't home yet and I wanted to speak with him first). We decided to cancel on Friday February 9th. I figured since it was a Friday, I would give it a few days to see the refund pending in our account. By the following Wednesday (2/14) nothing had showed up, so I called. No one answered so I left a voicemail. No return call by that Friday (2/16), so I called again and left a second voicemail. STILL nothing by today, February 20th, so I called AGAIN. I was informed that they had issued a 50% refund that could take 7 days to show up. I argued that that was not what I was told, and that I should be getting 100% of the $299.00 I paid. He said that I would have had to cancel 24hrs prior to the ORIGINAL appointment, which was NOT what I was told. We went back and forth, I argued that yes, I was the reason for the first reschedule, but that THEY were the reason for the second reschedule, that their cancellation/refund policy was not listed anywhere on their website, and when I called and asked for their policy, I was told I would get a FULL refund, otherwise we would have just kept the appointment. He argued that the website shows the therapists they have, and that when I called about the cancellation policy, "the question [I] asked was answered", that they didn't know whose appointment I was calling about, so basically it was my fault for not informing them that it was a rescheduled appointment and it was my fault for not asking the right question?! He THEN said that they weren't even open right now, and that he wasn't in a good place to be having this conversation, if I would like to schedule another phone call. I told him that I didn't see another phone call going anywhere productive, since we had just been going around and around in circles, and that ALSO their site says they are open, so they should probably fix that AS WELL AS listing their cancellation/refund policy IN ITS ENTIRETY on their website, as I'm sure I'm not the only person this will happen to. His response (and lack thereof) shows a complete lack of professionalism, there is absolutely no excuse for two unreturned phone calls over the course of a week, and the lack of clarity when asked about their policy. OH- he did say that we could keep our appointment for the 29th... as if we would even consider that an option at this point!! If I can't trust you to operate with ethical business practices - let alone RETURN A PHONE CALL - do you REALLY think I would trust you/your staff with your hands on my body?!?! AVOID THIS PLACE AT ALL COST! read more
