BAD CUSTOMER SERVICE SPOILS SPA DAY
I recently purchased a Mimosa gift certificate for a "Relaxing Day of Beauty" for my wife this past Mother's Day. It was to have included; a Facial, manicure, pedicure, massage and lunch. ( $300.00) Needless to say, my wife was very much looking forward to her special day. When she called the spa to book her "day", she clearly communicated to the receptionist, she had been given a Gift Certificate, for a spa "day" and was wanting to set up her visit. She was offered a choice of 9 AM or 11AM. She choose the 11:00 am time and proceeded to show up on the arranged date and time.
When she arrived she was informed that the Spa would not be able to accommodate her full day, as that required the earlier 9:00 am start time. (Would have been nice if they had mentioned that right from the day she booked) As such, they could not provide all the services I had purchased in the short time frame they had remaining, they would be happy to breakup her package and she would be allowed to return another day for the reminder of the services I'd paid for. The Manager even went so far as to give her a receipt for services credit.
Disappointed and having been so looking forward to her day, she agreed to go ahead with the Facial and Massage and lunch. Both services which were rendered were satisfactory, but certainly nothing special. She hoped that her lunch would at least be better.
She was then informed her lunch would not be available as the Spa required advance notice so they could order in the food! Wait a minute, shouldn't that have happened when she called to book the appointment, she had indicated when she booked, the Gift Certificate clearly stated; includes lunch. Or even the morning of, when the customer arrives, how hard can it be to get food delivered, regardless, it is indicative of the level of poor Quality Customer Service available
Needless to say, she returned home very disappointed with the entire experience as a result. After hearing about her experience, I called and attempted to speak to the Manager of the Spa, but she just was full of lame excuses, accepting no responsibility and in fact defending her receptionist as professional when she clearly is unable or unqualified to accurately book appointments in my humble opinion. I reiterated my concerns at the time offering her a chance to make it right! Ultimately, my frustration level must have overwhelmed her and she Hung-up on me...Nice.
No problem, I placed a call to the Owner of Mimosa, shared my wife's experience, as well as my surprise in a Manager's lack of ability to handle a customer complaint. (how long do you think she'd last in any kind of real company, i mean who hangs up on a Customer, even /especially an upset one!) The Owner was neither business savvy enough ( the profit you made from us will not cover your loses from future potential customer's who read this!) or simply unwilling to rectify this situation to my full and complete satisfaction, which was simply to reset the whole thing and give her her full spa day as promised and paid for. Bottom-line, there are far better Spas to which you can send your loved ones, I encourage you to do so! read more