Only because there is no way to rate 0 stars do I even give them 1 star. I received a gift certificate and a voucher for my baby shower. The terms were not clear, but I booked a prenatal massage for myself and a back massage for my sister so we could enjoy some down time together before my baby is born. For two weeks I looked forward to today. I was so excited to see how many great reviews and never thought I would leave as disappointed as I did. Now all the great reviews may be because there are different staff performing services--unfortunately I was booked with Suzana Caro, LMT, NCTMB, CD (DONA) Licensed Massage Therapist, Certified Doula-much to my shock a certified Doula as well-those babies must cry a couple of extra tears if she helps deliver them--RUDE and UNPROFESSIONAL does not begin to cover it-and I am 9 months pregnant today!
We arrived 10 minutes late-we attempted to call but no one picked up. Um-We left Rockville over an hour before our appt-we were on time except parking is impossible. I was booked for 45 min Prenatal Massage, sister had 30 min. So I undestand-dock me 10-15 minutes. But from our arrival she looked like miserable and would not even give us eye contact. She takes me to the massage room and says I will still be charged the full amount, but she can only perform 10 min of massage time! I said, no its ok, I will just reschedule and you can just massage my sister. She said I was not allowed to reschedule and the Gift Certificate was void?! My sister questioned why and she responded "well you were late and that is your problem not mine." She could have handled thing in a much more professional manner-and could have allotted us 30 min each. Instead she opted to be rude, attitudinal, and wanted to take our money for doing nothing.
I called a really nice girl answered, she must be one of the women everyone raves about--helpful, patient, and really wanted to assist me not leave so upset.
The manager/owner Mary Szega- really seems easily frazzled. While there could not figure a solution. Really should have had Suzana step out to hear us out, she is the OWNER and could have found multiple solutions, but instead told us a story of kids putting their money together to treat their Mom for a Mother's Day treat, the mom, like us, was late-so Mary shared she felt bad but did not render services, voided her gift certificate, and did not grasp why the mom was so upset. How can she do that-take people's money, not render services, over clients being a bit late. And not just taking some of the amount but all of it. She seems nice and intends to do well, but seems to lack good customer service skills.
At the end, she did send an email, trying to correct the situation by having Yelp refund my friends money. So we appreciate that.
However, I will never forget this bad experience and would not recommend buying any of their deals without calling and asking for CLARITY in what the complete offer entails. ALSO-DO NOT GO TO SUZANA CARO--I REPEAT--DO NOT GO TO SUZANA CARO! She was horrible-just seems like a bitter person more concerned over the money than over providing a friendly experience for a first timer! I cannot describe just how much of an awful human being she is and how bad she treated a pregnant woman who was nothing but nice to her. I have never said to someone that I don't like them, but I told her today.
Such a shame. I do not recommend SUZANA-especially if you are pregnant..
The business may be ok, but she is someone they can do with out. read more