I have had a VERY NEGATIVE experience with Emena Spa. Like many of you, I purchased the groupon for laser hair removal.
First of all, it is extremely difficult to set your first appointment. The staff (especially those who answer the phones and are at front desk upon arrival) are abrupt, rude, and unhelpful.
Secondly, the business is located in the design district. It is not easy to find, and it's almost impossible to park. That being said, it's not what's the biggest issue.
The way in which you are treated changes immediately after they find out that you are a "groupon" customer. You are then treated as an irritation, rather than a valued customer.
As a business owner, I ran a groupon special for my own business a few months ago. It drew a large amount of clientele, many of whom would be unaware of your business, or unable to patronize your business because of finances. This is the point of running groupons: to draw in a large amount of clientele at once, in hopes that they continue to use your business after they've redeemed the groupon "deal". If Emena spa had any forethought or business sense, they would treat the masses of new groupon customers with a much nicer attitude, because at this rate, I highly doubt they have much repeat business from groupon customers, if any.
The spa is VERY inflexible when it comes to scheduling or rescheduling appointments. The first time I went, I was turned away because I admitted that I had some sun a week earlier. (kudos for the technician doing her job, but....) they could not reschedule me for months. When I returned for my first appointment, I was rushed in and out, and felt like I was an annoyance, rather than a valued customer.
And, as you check out, they ask you "how would you like to leave your gratuity?" Each time, in a manner that suggests you MUST leave gratuity, or you will be held hostage or stoned, or perhaps more insulting, implying that you don't know what tipping IS. They also bluntly tell you to tip on the original price of the service, which would mean tipping 40-50$ each time, for a service that lasted 10 minutes, at most, and is done by a nurse-practitioner (usually a doctor in a dermatologist's office), and I have before never tipped my doctor.
Today was my 3rd treatment appointment, and I called early in the morning to see if I could reschedule for later in the day, or early next week, as I had unexpected meetings all morning. I was told that I would not be able to reschedule for several months, and if I chose to do so, would be charged a 50$ fee. So against my better judgement, I kept my appointment. I was running late (10 min, tops), as expected, and when I called from 95 to say so, they told me that they would not be able to hold my appointment. (Probably because they schedule the appointments so close together....like an assembly line.) And I was charged a 50$ fee. Again, the person on the phone was rude and dismissive, and I actually felt like screaming out loud.
I own a yoga studio, teach yoga full-time, and am usually a very calm and collected person; I cannot remember the last time something has irritated me like this. I cannot imagine running my business this way, and wonder if whoever is in charge at Enema knows what a turnoff the attitude of their staff and their general procedures are.
I called this evening to dispute the $50 fee, was told that there "is no manager". The girl on the phone told me to call back to speak to someone that could help me, on Tuesday, FOUR days from now.
I do not plan on going back for the 4 laser treatments that I have remaining. I would rather never have contact with this business again. In the years of frequenting spas and like businesses, this is by far, the most aggravating experience I have ever had. read more