We are extremely disappointed with the customer service we received at this place for our birthdays. My twin sister and I had booked a massage appointment for Monday, intending to celebrate our special day with a massage together. On Sunday evening, we both attempted to book separate appointments using our phones. Regrettably, while I was able to successfully secure a reservation and make the required deposit, my sister encountered an error message indicating that there were no available slots for the designated time. This discrepancy immediately raised concerns about our plans.
Due to the urgency of the matter, I eagerly awaited Monday morning for the salon to open, and immediately contacted your establishment to address the issue and seek a resolution. As a new customer, I had hoped for understanding and compassion in light of the unfortunate circumstances and the significance of it being our birthday. Unfortunately, the way this situation was handled by your staff left us feeling disheartened and upset.
Not only was I met with a lack of empathy and understanding by Olivia, but I was also informed that refunds are generally not granted due to various reasons. While I understand the policy, I firmly believe that exceptions can be made when unique and unfortunate situations such as ours arise.
It saddens me to think that our birthday celebration was marred by such an unwelcoming and unsupportive experience.
I kindly request that you reevaluate your customer service policies and empower your staff to handle situations like ours with more empathy and flexibility. A compassionate approach to customer concerns can significantly enhance your salon's reputation and retain valued clientele.
I sincerely hope that you will take this feedback seriously and address the issues raised. We genuinely had high expectations for our visit to your salon, and it is disheartening to have left with such disappointment.
Despite explaining the situation and the significance of it being our birthday, Olivia and her manager not only refused to provide a refund or accommodate us but also failed to even mention a simple "happy birthday." This lack of empathy, flexibility, and basic courtesy has resulted in the loss of a potential regular customer. I will certainly not recommend this place to anyone.