I am honestly shocked by the level of disrespect and unprofessionalism I experienced from True REST Float Spa.
I called simply to reschedule an appointment and ended up having the WORST customer service experiences I have ever encountered. The employee I spoke with, KHADIJAH, was openly RUDE, ARGUMENTATIVE, DISMISSIVE and at times raised her voice during the conversation. This was not a misunderstanding or a difference in communication styles. The behavior was blatantly disrespectful, the interaction was aggressively combative and completely inconsistent with the environment a wellness business should provide.
When I requested her name, she refused to provide it and spent several minutes avoiding the question. She then tells me that she won't fix the appointment at all and to come to the establishment and handle it. Given the hostility I was already met with, I did not feel comfortable doing so. When I asked to speak with a manager due to her conduct, she stated that she was the manager. Even though she had just told me it was her first day when she was called out for her unprofessionalism. When I told her I wanted to speak with the owner, she then claimed that she was the owner as well. The statement turned out to be false.
The fact that an employee would misrepresent their position, refuse to provide management contact information, and attempt to block a customer from escalating a legitimate concern is completely unacceptable. I ultimately had to contact another location myself to obtain the owner's information because Khadijah refused to provide it.
What makes this even more disturbing is that this occurred at a business that markets itself as a place for relaxation, healing, and restoration. Instead of helping me reschedule an appointment, I found myself being spoken to with HOSTILITY and attitude over a routine customer service request. At one point, when I was attempting to provide information regarding my appointment, I was met with sarcastic and condescending remarks and laughed as I told her I needed to get the information stating "and look at you, you ain't even ready" and then proceed to laugh.
I have NEVER dealt with such rude behavior. The entire interaction felt confrontational and antagonistic. When I told I would leave a review she stated she doesn't care because she has enough of her friends leave a review.
To the owners' credit, when I finally reached them, they were shocked by what I described and apologized for the experience. They even offered complimentary vouchers in an effort to make things right. However, I have since called and found that Khadijah is STILL answering phones and representing the company.
That leaves me questioning whether this business truly values customer experience and accountability. A company can apologize, but if the same behavior continues to be tolerated, the apology loses its meaning.
Customers come to a float spa to reduce stress, not to be yelled at, lied to, disrespected, and prevented from speaking with management. No customer should have to contact a completely different location just to obtain ownership information because an employee refuses to provide it.
I cannot recommend a business that allows this level of hostility toward its customers. If professionalism, courtesy, and respectful treatment matter to you, I would strongly encourage you to think twice before booking here. read more