It's always a bit heartbreaking to fall in love with a brand only to have their service kill the over all loyalty.
While the method they use is absolutely, hands down, the best (depending on the tech though), it's been a nightmare headache anytime I've tried to book sessions.
The litany of mistakes, wrong charges and misallocated sessions were something I had been willing to work through with their ever rotating staff of front desk people because Linda, Sabrina and Sasha have all been worth the frustration, but today was the end of the line.
Excited by their re-opening I immediately reached out to book two sessions. Once again it was a long winded hassle to get the dates right. Once again I went through the process of confirming how many sessions I had already paid for and once again they got both my dates wrong and my charges.
Dates we fixed right away because the email was clear and it was wrong. The charges however...
1) They said nothing when booking that there would be an extra fee. It's been MONTHS since we've been able to book, they give no directions on how to access an online portal and change their pricing regularly. So forgive me if I didn't remember that I'd paid for a massage only (while now now trying to book a massage and facial) - would it really have been too much trouble for you to have reminded me and shared that there would be a price difference?
2) Apparently it was... Not only was there no mention of the charge when booking, but there was also no receipt - something they used to always send after charging my card (after actually first getting permission to do so). So it was days later when I noticed the charges on my credit card. I reached out asking what the charges were for and they said there was the price discrepancy between what I had and what I now booked. "We assumed you knew that."
3) I'm a very clear, concise and direct communicator, but apparently pointing out areas where their service team is lacking in communication and clarity is offensive to them because even though they specifically say in their IG posts that you should DM to book, their social media manager felt "uncomfortable" helping me to book. If you're going to offer that as a mode through which to book, it's probably good for the business to ensure she's properly trained on how to help people.
4) Shockingly the manager then reached out to also say that since I've been such a loyal customer I should have known that I'd owe more money... Again, it's been months. They do nothing to direct us to any online portal where I could check my existing sessions or how much I paid for them. You're in a service business focused on wellness... it's really jaw dropping how easily this could have been helped and yet they chose instead to double down on this idea that I should have known, they didn't need my permission to charge my card and that they needn't send a receipt for said charges...
5) In the end, I've had hundreds of lymphatic drainage massages and will opt to be done with the Tox / go back to the other practitioners who've been helpful (seriously, lymphatic drainage is a tremendous gift to your immune system), but for the lacking facility, the exorbitant prices and the abysmal service, it was time to say good bye.
I do hope they dig in and do better on service - I firmly believe the Tox technique is the best I've experienced, but the stress their team inflicts in getting to and through the massage itself almost negates the experience entirely. read more