The customer service here gets this place 5 stars. The facial itself? 2 stars. Here is why (for both)
I have been getting facials regularly for about 20 years. There was a time in there where I got a facial every month, so I know what I like and what I think is best for my skin. And I'd like to think I know what makes for a great facial.
The baseline facial here is 45 minutes (not even 50 or 60 minutes). I was not told this when I called to reserve. Additionally, I got the extraction add on and was told it was 30 minutes. It is only 20 minutes. I immediately told the manager this and she was apologetic. So that's how my appointment started.
Okay, onto the facial. The young lady walks me to the room, asked me about my skin and steps out to get the products. Immediately I think "you haven't even looked at my skin. How do you know what products you'll need?" Also (and this is a small thing, but details matter). I believe all of her fingernails had chipped or fading polish. My preference is that, if I am having my face worked on, the aesthetician's nails should be clean, nails cut short, and tidy. (That's just what I am used to)
Anyway, I hop on the bed (super wide and comfortable bed). She returns and starts with cleansing, followed by exfoliating, followed by toner.
I would say about 30 minutes in is the first time she gets the magnifier/lamp out to look at my skin. She starts extractions (I know my skin and I have congested pores all over), but after about 5 minutes on my nose, I can't really say she did much more extracting. A couple here and there, but my chin, for example, is packed with stuff that needs to be extracted and all she extracted were like 1 or 2? I wear MAC make up, and though not wearing make up most days these days, for those of you who know, MAC camps out in your pores. She just kept tapping and rubbing her fingertips on my skin, and not extracting.
On the cleansing, etc, she kept missing my upper lip? . Not sure why.
After extractions, she applied like 3 additional things. One was a peptide something or other, finished by a moisturizer with SPF and an eye serum. Steam towels in between to wipe stuff off and that's it. No steam and no high frequency were used in this facial.
The store is pretty cavernous so I kept hearing people outside in the front desk area talking, and the music was not instrumental like you would find at most spas. It had words, and I think at one point, I heard lyrics that might have included bad words?
Anyway, if you're looking for a place where someone is just gonna cleanse your skin and rub on it for a bit, this is fine (think of this as a "big box" style facial). If you're like me and want a more focused and customized facial, this place doesn't appear to be it.
So...why the 5 stars? Because when I came out, and after I paid for the facial, the manager asked me for feedback and seemed GENUINELY interested in what I had to say. I didn't even tell her everything I have written here. She OFFERED ON HER OWN to refund the facial. That is INCREDIBLE customer service. I actually had to ask her to make sure the young lady's tip was not refunded. So I was blown away by that.
I won't be coming back here, but I have to commend customer service where it goes above and beyond. read more