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| - The only reason this is getting 1 star is because I still ended up with a massage yesterday. I apologize, this review will be long but please read.
I have been suffering from migraines and headaches. My neurologist suggested incorporating massages into my routine. My husband took it upon himself to surprise me with a 90 minute Swedish massage. He booked it earlier this week, with 2 enhancements, and the complimentary shampoo and style.
I arrived to my appointment 5-10 minutes early and was promptly greeted and taken to the waiting room. It was crowded and fairly loud for what I considered to be a "shhh" zone. People were on their phones, talking at normals levels, and just being plain rude. I waited for about 10 minutes (well after my 1 o'clock start time). My therapist was nice and because I do not believe this was totally her fault, I'll refrain from using her name. She informed me that although I had scheduled an enhancement of the craniosacral therapy, I would not be receiving that service today. I was shocked. My husband had spoken to 2 different client coordinators over the course of 2 days to confirm my massage. He was told a specialist had to be booked to perform that enhancement. So we thought it was taken care of!
No apology, but she did offer to use the cold stone enhancement. Note- this was nice during the massage, but shortly after, I had a horrible headache. I would not recommend this enhancement even though it says its for headaches and migraines. My massage was nice and she did a good job working out some kinks in my back. I had room 17 which was on one end. I could hear everything in the salon; people talking, every time someone closed a cabinet, laughing, and the music that was playing was so upbeat (even though it was strictly instrumental) it was impossible to completely relax. The time went by really fast. I noticed I didn't receive the scalp massage enhancement either but chose not to say anything to the therapist. I was pretty upset about the experience already (was really looking forward to the craniosacral therapy after having suffered a 12 day migraine). I figured I would take it up with the front desk and just not have to pay for it.
I was dressed and waiting for my therapist to come back with water and I looked at my phone. It was 2:25pm. My massage was for 90 minutes. On their website it claims that they do not take time out of your service for clean up and set up. Well, clearly, they do. I had been dressed and waiting around for more than 5 minutes (probably not more than 10). I was so shocked! No wonder the time went by super fast.
As I mentioned, we also booked the complimentary shampoo and style. I've never had these services done before so I went to the front desk after my therapist said goodbye. No mention of it, no one asked me about it, nothing. At this point, I was pretty mad so I decided I didn't want it anyway and decided just to check out. I told the girl that I did not receive either enhancements that I was booked for and she simply said "oh, ok." AGAIN, no apology, no questions about why, no concern whatsoever. They then charged me when my husband had already loaded a gift card that was supposed to be waiting for me. I did not know this of course because it was all supposed to be part of the surprise. I only found this out after having left the parking lot, and I called my husband and he told me. So I had to go back to get my refund.
The second girl that helped me was nice, but again, no apology, no questions, no offers to make it right. Nothing. I chose to not say anything as I was thinking in my head "I will for sure be voicing my opinion on Yelp!" I was told it would take 48 hours to receive my refund.
For the amount of money they charge here and the customer service you get, it is not worth it. Its a crime, actually. I am going to look for a new day spa. I'd pay three times the money if it meant being treated better and to go to a place that has their information together. The girls were nice but it was a very catty nice, as if I was taking up time in their day. I was so excited about this as I have had previous experiences here that were pleasant. I am so disappointed and more importantly, I don't feel any better than when I went in. In fact, I feel a bit worse. I'm a stay at home mom, and although I have luxury of being able to go to spas whenever I want, I don't have a lot of time. So when I do make time, its important that it feels like a getaway instead of a big pain in the ass.
Really disappointed Dolce. I know losing me as a client will not make or break you, and you probably don't care, but you should. I have a lot of money to spend, and I refer a lot my friends to places. Hoping The Willow Stream Spa will be a more promising experience.
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