I visited this outlet twice over a period of 3 months, both times for all-off brazillian zone. Both experiences were worlds apart.
The first time, was this brillant Turkish woman who spoke excellent German. Communications flowed freely and comfortably, she gave cues as to when the applied wax was coming off and was incredibly efficient and within 20 minutes, the job was beautifully done. She left the room for privacy for me to get dressed again, and politely said goodbye as I discovered her waiting patiently outside after. I went home with no allergic reaction, whatsoever. Excellent experience.
The second time was with this woman who explained that she was from Nigeria. I offered to speak English with her, English is my first language but she did not respond to that. I speak fluent German but the wax therapist didn't, despite claiming to have lived in Germany for over 14 years. The session continued in an extremely awkward manner, she was not interested in communication and seemed to be in 'tunnel vision' about getting her job done. I appreciate people who concentrate at work and just let her do it her way. The wax felt particularly warm that day, and I expressed it to her multiple times throughout. She did not take it seriously, even when I explained that I was in the early stage of my pregnancy. The entire session continue to show no signs of any form of intellegent understanding. To catch a few stays, she repeated applied the hot wax over the same areas, as much as 8 times. Naturally, it got incredibly uncomfortable and when I told her to stop, she snapped back saying that she wants to be perfect and that I needed to be patient. I had to tell her directly to no longer continue applying before she backed off reluctantly. When she finished, she stayed in the room while expecting me to get dressed while she was in the room and was asking me impatiently if I was finished with getting dressed. I found that treatment unprofessional and disrespectful.
This session lasted over 1 hour. The exact same service, at 3 times more the time taken in comparision to the first experience. The aftermaths were dreadful. Because of the overwhelming amount of hot wax she repeated applied, the area got incredibly dry and naturally itchy for a week after. I self medicated with pure aloe vera gel, here is a tip for you ladies and gents to deal with after wax discomfort.
The reception was incredibly unhelpful and unprofessional. I explained that the wax was too hot and all she said was it depends on the condition of the skin that day. She offered no apology. And expected full price payment without a blink of an eye. I was planning to get their customer card that day and unsurprisingly, I walked away without. This is no way to run a business; they are not aiming to get returning customer.
And in case the management is reading this, the correct way to handle the situation would have been to sit both the customer and therapist down to get a detail rundown of what happened. Especially when the customer continues to remain calm and assertive, the respond is not to deny any form of responsibility and then ask for full payment. I will never support a disrespectful customer service. Word of mouth is an incredibly important aspect of the running of any business, especially when dealing with such personal services.
As one would expect with the business model of getting a walk-in appointment, each session becomes a lucky draw dip in terms of the quality and skillsets of the wax therapist. It is a pity that the inconsistency in terms of skill-sets and treatment of the same procedure is so vast, shows lack of consistency in the training of their staff.
I say, take this place with a pinch of salt. There are definitely better services out there. Plus waiting time is not a guarantee; the first time I waited less than 1 minute, the second time I was told to come back 30 minutes later and I waited a further 10 minutes after. You are better off taking the effort in finding a therapist at another establishment whom you are really comfortable with and getting an appointment with that specific therapist each time. read more
