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| - I have been a client at Urbana for many years. I have not only been a patron, but I have brought my family members, friends, and even suggested Urbana to strangers looking for a spa. On this most recent visit, I brought in my friend, who had recently had a baby(and who gave up her regular masseuse to come to Urbana). When I booked the appointment with Ashley, I specifically requested that we both get the November special 1 hour hot stone massage for $85. We came for our massages, and the receptionist charged both of us the normal rate, rather than the special rate. I was able to get mine corrected before I handed her my credit card because I obviously knew the rate I had booked for. My friend- who had paid just before I walked up to the desk paid the full price. When I told the receptionist that price was wrong base don what I booked for, she acknowledged that she had overlooked that in my chart, but immediately corrected it before swiping my card. She told my friend that she could not correct her payment at that time, but that a credit would be issued to her. First of all, even if I hadn't booked for the special, a good customer-focused business would offer the special to anyone who came in and got that specific treatment. Secondly, I don't know the specifics of their cashier system, but there certainly should have been some way to void and re-run for the appropriate charge. Nevertheless, we didn't make a big deal about it at that time, assured that they would handle it immediately the next business day. Long story short, this took WELL over a week and a half for them to get straight. I personally was told multiple lies about how it was being handled, as well as my friend never got her credit until she disputed the full charge with her bank so that Urbana couldn't recoup the money. Our phone calls were never returned, and each time I called, or she called, we were given the run around by whichever front desk girl happened to answer the phone that time. Only one employee- Taylor, was actually pleasant to work with and seemed to even be concerned with what was happening. As someone who has spent a lot of money in this spa, from their beginnings up in the Birkdale community, I will never patron this spa again. I will never recommend this spa to anyone again because this entire ordeal has shown me customer service is not priority to them, and management is extremely lacking.
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