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  • I booked a facial today last minute due to the fact that I don't get much free time to be able to plan ahead. I have been battling hyperpigmenation and have been using a RX lightning serum daily and have found that monthly exfoliation peels help the efficacy of the daily treatment (which was recommended by a dermatologist). I was greeted by the esthetician and brought into the treatment room. I asked her what type of peel she would recommend for me due to my concerns. She then began to explain to me that she could not give me a peel because she hasn't met Massage Envy's requirements for applying them. So, A) Why do you have an esthetician working on people that can't give the client all options that are offered? B) If I have an esthetician that can't provide all the services offered why am I paying the full amount? C) How come when I called I wasn't told that I would have an esthetician that couldn't perform all the services that are offered? I understand that employees need to be trained to the company standard...well then have a training program that they finish prior to treating clients. I shouldn't have to have less services offered because Massage Envy doesn't want to pay their employees for training prior to working on clients. So, I mentioned my complaint to someone at the front desk and she told me that they don't usually mention this to people over the phone because peels are usually done at the 90 minute sessions and not the 60 minute. Hmmm that's strange because I've had about a dozen 60 minute facials at various Massage Envy locations and I've always had some type of peel. If I were a manager or an owner of this location, I would have offered the client some sort of compensation for the miscommunication and inability for the client to have the service they were wanting....AKA good customer service. I will not be returning to this location due to lack of customer service and professionalism. If you live in south Summerlin, do yourself a favor and drive a little further the to the Rainbow and 215 location, they have better customer service, friendlier front desk staff and better professionalism. I would also like to add that the esthetician was very nice and I don't blame her for this bad experience at all. I blame Massage Envy's policy and lack of communication and professionalism of the front desk staff.
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