My boyfriend bought a $240, 2 hour spa package for both my mum and myself as a gift for Christmas. We showed up to our appointment and we had somehow been double booked which is a large oversight considering the appointment was for two people having a 2 hour package at the same time.
There was hardly any apology and the staff who worked there had no idea what was going on. We politely asked for our money back as we would not be able to make it in another time as we were going overseas and we were so put off by their lack of organisation and apology.
The owner Vanessa was not willing to co-operate. I asked for an upgrade to the longer duration package and she accepted.
The night before our re-booked appointment, the business owner Vanessa called me to inform our 4 hour upgrade had been condensed to 2 hours. By this stage I was so infuriated and disappointed that I didn't want to argue any further but I entirely regret not doing so now.
There is no way to condense a 4 hour treatment into 2 hours. Lisa and Vanessa were less than accommodating and have absolutely no finesse in the work that they do. We didn't feel special, relaxed or pampered. They are fuelled by ego, attitude and profit, everything a day spa shouldn't be.
Needless to say, this is one of the very worst encounters I have had in customer service, which is a complete shame after we tried to do the right thing and support a local small business.
I am disgusted and appalled and I will be sharing my opinion with as many people as possible to ensure this does not happen to others. read more