| rev:text
| - First and foremost I'd like to preface that my review is not based on service. In truth, the service I received historically was 3.5/5. The service was not as thorough as it should be, with missed patches and broken hairs, but the staff made up for it by being very personable. The spa has a nice feel and is well maintained.
My negative review stems from a conversation I had with the manager surrounding delinquent membership fees. I subscribed to their membership on October 27th, 2015 which entitles me to UNLIMITED Brazilian waxing, and 10% or 20% off of other services for $35 a month. I went back on November 9th, 2015 for a subsequent Brazilian (and other services) before my wedding. I was then charged $35+tax on November 27th, 2015, and again December 27th, 2015. I did not go in for those services. In early January, my credit card was compromised, and all pre-authorized debits needed to be updated. After undergoing the process to recover my credit card, I decided I no longer want preauthorized debits to go through. Allure sent me emails regarding the failed transactions, and I did not notify them thinking I could just go in and pick up where I left off. Of course, I should have been more proactive. Of course, I should have let them know of my situation. Bottom line is that I didn't.
I called to schedule an appointment to go in, and notified them of the situation. Since they could not accept post-dated cheques, and needed pre-authorized payment, the receptionist said I could get a pre-paid card. This takes about 2 weeks, so I offered to provide it when I got it. She said that wouldn't be a problem. I asked what would happen to the nearly $80 I had been charged without service and she said they would disappear. I didn't accept that and asked to speak to the manager.
Frank, the manager, took over from there. While I was not hearing the answers I wanted to from the receptionist, at least she was pleasant. Frank was the opposite of professional and courteous. First of all, he equated the membership to a gym membership and said "if you subscribe to a gym membership and don't go, would you ask for your money back?". This is an incorrect analogy. What Frank should have asked was "If you purchased a personal training package scheduled for x number of sessions and missed two sessions, would you ask for those sessions back?" To which the obvious response is YES. I'm not asking for money back, I'm asking for the money I've paid to be applied as a dollar amount to services. Frank's resolution was that since I had a service November 9th (which was included as part of my October payment) I could receive December's payment as a credit. Ultimately, since I used a service I was entitled to on November 9th, November 27th would pay for that. He claimed that I wanted $80 of service for $35. This was not the case.
Do I accept responsibility for the lack of communication? Yes. However, in the interest of customer service and retention, do I believe Frank was fair? Absolutely not. I was prepared to fix the problem and remain loyal, but I did expect service for money paid. He felt that I was being cheap and asking for services I was not entitled to, and made sure I was well aware of how he felt.
I, of course, will not be returning and hope they change their policies to be more catering for the client. This industry relies heavily on word of mouth and sadly I don't have a lot of good things to say about Allure.
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