The worst customer experience I've ever had + no masks worn by employees. I apologize for the novel, but this was ridiculous.
I purchased a Groupon for a massage and scheduled it online for 2 pm on Sunday. Very easy process to schedule and I received two text confirmations and one email confirmation.
When I arrived (5 minutes early), to my appointment, two women were getting their hair done by employees who were not wearing masks. This already made me nervous, but since told me the waiting area was downstairs and away from them, I figured it was okay. While sitting in the waiting area, the employees walked past me several times, without masks. A group of around 5 people came in (I'm guessing friends of some employees) to use the restroom, located right by the waiting area, and only 2 of them wore masks.
Around 10 minutes after my appointment time, I heard some of the people in the back talking. One of them said the name "Kristian," so I figured he would be out to see me soon. People kept walking back and forth through the waiting area, and Kristian hadn't appeared. A male did appear, but since he didn't have a mask on nor did he greet me, I didn't he was employee, certainly not Krishtian. I finally asked one of the employees to put on a mask, and she looked annoyed and asked if I would feel more comfortable if she did. (Obviously). So she eventually got her mask and got her client's mask.
15 minutes after my appointment time, I found the number on the Xavier Massage website and left a message saying I was waiting for my appointment and that I would wait for another 20 minutes before leaving. So at 2:20, I decided I would leave. When I was going to leave, I saw the man at the front desk (sans mask of course) helping a customer. Apparently he was an employee, afterall. I decided to wait in line to let him know my massage therapist never showed up. They were taking a long time, so I finally left.
Ten minutes after I left, Kristian called to explain that he had tried to call or text to let me know he needed to reschedule because he had "promised the time slot to someone else." The only texts I received were confirmation texts, the most recent one being the day before the appointment. He apologized and said he could see me tomorrow. I let him know that I waited for 20 minutes and was very frustrated. He said the massage would be on the house, and I said that while I appreciate the offer, I was so uncomfortable with how many people weren't wearing masks that I did not want to return. He said I could come in at a less busy time if that would help (not sure why it would help if the employees themselves don't wear masks, but whatever). I told him I wouldn't be rescheduling.
When I got home, I went back to his website, and guess whose photo I saw on the website? The male employee who had walked by me repeatedly, the one who was sitting at the front desk when I left. It was Kristian himself, who apparently had another appointment at 2 pm, even though he clearly didn't. The fact that he lied to me on the phone, walked past me for nearly 20 minutes and didn't think for a moment that perhaps I, the only person sitting and waiting, might be his 2 pm is absolutely ridiculous. And the fact that he didn't wear a mask the entire time is the cherry on top. Not only will I never return there, I am also going to contact Groupon about my negative experience and I will be letting the community know that this business does not enforce or wear masks to protect people from a virus that has killed 200,000 people. I hope you employees read this and recognize how selfish and reckless you are being. read more
