Unfortunately, I have to leave a 1-star review based on my recent experience…read more
I booked "The Works" Custom Facial, which is advertised as a 1 hour and 30 minute service for $140 and includes a double cleanse, exfoliation/dermaplaning if needed, extractions, masks, face massage, cold therapy, serums, moisturizers, and SPF.
My appointment started at 3:00 PM, but the facial was finished around 3:50 PM. I asked my esthetician, Serena, why the service ended so early because I was expecting the full 90-minute experience. I was told that the service is based on what your skin needs rather than the scheduled time, and that I did not require many extractions.
While I understand that every facial should be customized to the client's skin and that I did receive the LED light treatment, I was disappointed that the service ended after about 50 minutes when I had booked and paid for a facial advertised as 1 hour and 30 minutes. I did not receive a mask, and the facial massage felt extremely minimal. In my experience at other spas, when extractions or corrective treatments are not needed, the esthetician typically uses that time for a longer facial massage, additional mask time, scalp massage, hand and arm massage, neck and shoulder massage, or other relaxing treatments so that the appointment still feels complete and the client leaves feeling cared for and pampered. Instead, I left feeling as though I received less because I take good care of my skin. What was most frustrating was paying the full $140 price, plus a 15% tip, while receiving a significantly shortened service. Had I known that the appointment could be reduced by nearly 40 minutes depending on my skin condition, I would have appreciated that being clearly communicated before booking.
Advice: If you have acne, congestion, or significant extraction needs, this service may be a good value for you. However, if you maintain your skin regularly and are looking for a relaxing 90-minute facial, self-care experience, or glow-up refresh, I would strongly recommend asking exactly what is included and how long your treatment is likely to last before booking or just go somewhere else.
I left feeling disappointed, misled by the advertised appointment length, and feeling that I did not receive the full experience that was represented for the price.