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| - I am changing my Yelp review from a 1 to a 4 based on the amazing response i received from the manager of True Rest. A business can make a mistake, piss you off and provide bad service but its how they make it right that matters. Renee definitely went above and beyond to make this right
I would like to share my not so great experience with this company, I will say though that my 1st float was awesome! The 2nd time around not so much.
I purchased my 2nd float through a livingsocial deal for myself and my fiancé while we were on vacation in Europe, thinking how great it would be to come back and get our minds right before getting back to the work scene. When I called and made the appointments the lady on the other end confirmed we had both floated before and set the desired apt. The beginning of the experience with the young man running the office that day (July 4th) was odd, he walked us to our rooms and that was it. Even though we had both floated before it was a few months prior and this was only our second time at TrueRest, I found it odd that he didn't offer any information on set up or what to expect or even ask for that matter, the only question he asked was about how long we wanted our music on or if we wanted our own music playing, this was asked while we were still in the lobby. My float experience was great, no issues, my fiancé's light never did turn off and there was never any music in his tank in the beginning of the float or at the end. We both like to float in the dark the light is very distracting, the light switch in his tank was not working.
The worst part of the experience was when we went to check out. I presented the LivingSocial coupons to the young man and he proceeded to tell me that he could only apply the dollar amount to a membership or we would need to pay the full 79$ per person because we had used a Groupon 4 months ago (apparently there is a policy that you can only use one per 6 months). Clearly this was a shock since I had paid $39 apiece and wasn't expecting to pay full price for this float session. There was no where on my livingsocial coupon that stated this said policy, he proceeded to tell me that he couldn't accept them and that the policy is on TrueRest's web site (he was very perplexed and seemed confused himself after reviewing the printed coupons). I reminded the guy that I clearly didn't purchase this off of their website and that I don't typically go to a company website to read their policies for LivingSocial deals I purchase on LivingSocial's website. And with this experience there was no way in hell I was going to purchase a membership. This interaction lasted a good uncomfortable 5-10 minutes until I finally said, I wanted to keep a copy of the LivingSocial coupons so I could contact livingsocial to get my money back (livingsocial has always been fantastic when it comes to customer service). Once I stated this the young man said that he would "give me the benefit of the doubt this time." Really?? He read the coupons no where on there did it state one every six months. This was ridiculous and a joke. I understand having policies but the person who set my apt didn't mention a word on asking if this was livingsocial or a groupon and she could clearly see we floated 4 months ago. If it was clearly stated i would have gladly paid the amount because of my mistake, or if she had brought that to my attention when i set the apt most likely i would have STILL paid full price because i love to float.
I will not be giving my money to TrueRest again, it was a complete meditation buzz kill and the float was completely ruined by this interaction at the end of our visit. Very disappointing. I hope another establishment opens soon so i can continue floating.
Being in a customer driven IT career I am always looking at how i can keep customers and ensure we are doing right by our new and existing lines of business, it seems weird to me that TrueRest is VERY focused on driving new customers but forget that their business thrives on returning customers.
#thingstothinkabout
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