I will just start by saying they are not going to like this review. I was there almost 2 months ago now, so while normally i would have normally just said, forget it and not bothered, this experience was outstandingly poor enough to warrant a two-month-late review. I live in LA but visit Nashville more often now for work, to visit friends, etc. I have been getting facials consistently in LA for years and rarely to i go elsewhere. I have always looked at facials as a necessity, like exercise; I go for results, not merely to "relax" and be pampered. Don't get me wrong, pampering is great, but in my opinion secondary.
My friend and i found a facial/massage combo from this business on Groupon and figured, what the heck? It's worth a try. First of all, no matter how good the deal seemed, the distance we had to drive from East Nashville was simply NOT worth it. We were very specific about what we were looking for when we called them and made the appointment, and they assured us that was what we would get. We were running a couple minutes behind but had allotted 2.5 hours for the appt - an hour facial and a 90 minute massage, which was an upgrade for an extra $30 from the 1 hr massage in the package. As soon as we got there the woman who gave us our intake forms made us feel rushed, basically telling us we were late and needed to hurry. I'm sorry, didn't we come here to relax? The facial lady takes me first. She seems nice enough. It's very relaxing. She puts stuff on my face and rubs it around, as well as immersing my hands and feet in hot bags of something or other. It's all well and good, but when nearing the end i ask her about the extractions (actually skin work) which we explicitly requested when booking the appointment. She tells me that because we ran late, that was the ONE THING she had to exclude from the treatment. An executive decision she had no right to make without consulting me, the patient paying for the treatment. I was no longer relaxed. The presumption here was flabbergasting, and i was getting pissed. Then instead of going straight in to my massage so i can stay on schedule for my plans afterwards, I am informed that there is a 15 minute waiting period between sessions, even though the gal doing my massage was not even with a prior client and could have taken me right away. I was not informed of this mandatory waiting period when we booked the appointment either.
Sorry. But it gets better. So i go into the room with massage gal. She tells me whats going to happen, then leaves so i can get on the table. She's gone so long i do something I'll never do, which is check my phone to see what time it is, and realize i no longer have time for my 90 minute massage. She comes back in after something nearing 10 minutes and i inform her we will have to do a 1 hour instead, after which she has the audacity to tell me that I'M the reason we didn't start on time, after their stupid "between session relaxation" period, and the fact that I've been waiting for HER for 10 minutes!!!! Try having a relaxing massage after this bullshit? Her technique is bizzare, so again, having a hard time relaxing. At that point i just wanted to get out of there. I've also been getting monthly massages (as much as i can) for years, from people who really know what they're doing, and this was intermediate at best.
By the way, after seeing how dissatisfied i was with how the facial turned out, that woman proceeded to pull the same crap on my friend, and just skip the extractions without informing or asking her in advance. Unbelievable!!!! We complained and they reduced the charge to my card; but the girl was new and didn't factor in the 40%? payment i had already made over the phone to reserve our spot. The discount also didn't factor in the fact that I'd gotten a one hour massage instead of 90 minutes. I called the business multiple times over the next couple weeks and left messages with both the receptionist and the machine and NEVER got a response from the owner. When i finally did reach her in person (because she just "happened" to pick up this time), she tried to JUSTIFY what had happened and why i wasn't entitled to a refund for the 30 extra minutes i did not get because of THEIR fuck up!!! Then when i kept insisting she reluctantly said she would refund it to my card. Guess what??? It was NEVER refunded to my card.
I'm sorry, but the customer is always right; ESPECIALLY when the customer is RIGHT!!! Even if i lived in the neighborhood, i would NEVER go back there. Go to LOVESKIN in Nashville instead. We had to then pay to get facials again the same week, but it was actually worth it this time. read more