I recently had the unfortunate experience of booking a 90-minute massage at True Tan through ClassPass, and it was by far the worst massage experience I've ever had. What made it even more frustrating was the deceptive practice that this company employs.
Upon check-in, I was told by an employee that I needed to pay an additional fee since I booked through ClassPass. When I asked if this fee was disclosed beforehand, she asked if anyone had informed me about it. I told her I didn't think so, and upon checking my emails and the ClassPass listing, there was no mention of any additional fees upon arrival. I reluctantly paid, assuming it was some kind of booking fee. Little did I know, I was being charged a 20% tip BEFORE the massage even started!
To make matters worse, the massage itself was terrible. Despite being a full-body massage, the therapist only worked on 3-4 areas of my body. My feet were barely touched, and when they were, it was more like a tickle than a massage. She then moved on to my hamstrings and spent an absurd amount of time on my upper back, completely neglecting my arms, chest, and quads. The massage ended abruptly, leaving me utterly disappointed and still tense. Even though the massage was a disaster, I still felt bad for the therapist and gave her a cash tip, unaware that I had already been charged 20% in advance.
Later that week, I called to inquire about the additional charge, only to be told that it was indeed a 20% tip that was billed before the service was even rendered. I requested a refund for this pre-charged tip, as the service certainly didn't warrant it, and it was never disclosed to me in any communication. The representative on the phone flat-out refused, stating that it's their policy to ensure their employees are paid.
First of all, this shady policy was never disclosed to me upfront. Second, it is not my responsibility to ensure your employees are paid--that's the company's job! Mandating a tip for an awful massage, especially without prior disclosure, is utterly unacceptable. True Tan's deceptive practice of charging a tip before the service, regardless of its quality, and their apparent disregard for fairly compensating their employees despite their high prices, is appalling.
Avoid this place at all costs. There are plenty of other spas out there that are transparent and deliver a far better experience. True Tan, on the other hand, deserves to be called out for their slimy business practices and subpar services. read more
