If you read the reviews on here, majority of them rave about the massage service they received, because indeed, the therapists are very good. My therapist was thorough, kind, and knew what she was doing. However, if you look at most of the negative reviews on here, you will see Jennifer's name on them. She is the front desk manager who also happens to be in a relationship with the owner. Hence, she can treat you, her paying guests, any way she wants. And that leaves me to the negative side.
Jennifer honestly needs training on providing service to customers who are upset. Case in point, all three of my friends received a text notifying us of our appointment and who would be doing our service. One of my friends saw that she was assigned to a male therapist. The rest of us all had females. Being uncomfortable with this, she called, changed the type of massage she had originally wanted, and changed the therapist to a woman. Unfortunately, due to some glitch or error in the system, they ended up scheduling the male masseuse with our other friend who originally had a female masseuse.
When my friend told Jennifer that she was scheduled with a female, rather than take the time to make things right, she was adamant on proving herself and her business to be right. Rather than handle this situation in a professional manner, Jennifer did/said the following:
1) "What do you want me to do?" She went on further to state that she couldn't magically change the masseuse into a female. That is no way to speak to someone who is visibly upset about the whole situation. It only made things worse.
2) "This isn't our first rodeo". Rather than acknowledge an error was made, apologize for what happened, and provide some type of compensation for the inconvenience, she made excuses. At first, she didn't think my friend had the female therapist to begin with. Believe your customer. Then, my friend had to demand for the compensation-- not her. In fact, not once did she apologize until all three of us came out there and told her to.
3) "I'm good." My friend was honestly upset and angry-- not because of the mishap as things happen-- but because of how inconsiderate Jennifer was in handling the situation. She kept on saying, "I'm good" and "We resolved this already" when the three of us came to her to find out what went wrong. But just because you're good, doesn't mean the customer who ended up not getting the service she expected is. Furthermore, saying that you're good is irrelevant because you are not the paying customer. It's not about you. And I think that is the most important thing I wish you could understand. It was never about you. It was about a customer who was upset for something that wasn't her fault at all.
I am certain that this review will go to deaf ears, because as mentioned, she is in a relationship with the owner. But this is more so for any potential customers. Be wary of their booking system and call and confirm everything.
Jennifer, I was kind to you when confronting the situation as I felt horrible about seeing my friend upset. I just think you could have avoided so much of what happened had you been apologetic from the get go. Thank you for your time. read more