If I was rating based on customer service I would only leave one star.
First, the lady who did my wax was amazing. She was very nice and I felt very comfortable and relaxed in her presence. Her services were 5 star.
Customer service was horrible. I’ll never be back. I called December 23 (My appointment was for January 4) to cancel a full day of services I had booked but I wanted to keep my waxing appointments. I left a voicemail because they didn’t answer, and the girl at the desk called me back and left me a voicemail confirming that she went ahead and canceled all my appointments except for the waxing. It was very clear.
I called the morning before my appointment just because I had a bad feeling .. I called and I said “my appointments in an hour and I just wanted to make sure she canceled the rest of my appointments, and the lady on the phone was like “no, u have a full day of services.” I said “well I called and canceled” and she said “well we weren’t even open jan 1 there’s no way you could of canceled and we have a policy..” I said “‘no! I called back in December .. plenty of time to cancel...” and she got very defensive and was like “well we are just ganna have to figure it out when you get here...”
So, I get to the spa and THANK GOD this was all done via voicemail cuz then there would of been no proof.. it was clearly on my voicemail a confirmation that those appointments were canceled for me. I said “I’m so sorry I feel really bad..” and she was NOT apologetic .. I thought she would at least say “I’m sorry, it’s not your fault you shouldn’t feel bad.”..
She sat me down in the waiting area, didn’t offer me water or anything but was getting a water for someone else. I apologize again, saying I feel bad.. Bc I did feel really bad for the girls who lost their appointments for the day, once again she didn’t apologize to me. My appointment was for 9am, I didn’t get called back until 9:20.
Went to pay for the services, same thing.. I just felt like it was my fault somehow.
The girl who did my wax was Apologetic and did a good job though. She made up for my experience with the front desk. I debated between 2 stars and 3.
This is a perfect example of the difference between doing business through email, if this wasn’t done via voicemail it would of been my word against hers and she clearly wasn’t going to take any ownership.
** it won’t let me reply to your response. But she did not tell me over the phone I was there at 9 for paperwork, I arrived 15 minute prior to 9am- I wouldn’t of had my dad waiting in the truck if that were the case and I was already frustrated.
When I walk into a spa and I’m spending that much money I expect great service.