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| - I am writing this review over 3 months since visiting the salon for a facial due to the lack of professionalism and customer service by Rolfs when I complained about my experience. This is my first time to write any review of any business.
This was my second visit to Rolfs with my first being excellent 5 years ago. I had called to make an appointment for a facial and had expressed that I wanted my pores addressed with the facial. Since I did not know what type of facial I wanted based on my skin concerns, the receptionist suggested that the facialist decide for me at the time of my visit after looking at my skin, which was fine with me because that is the facialist's expertise. I did not ask about fees because my main goal was a facial that addressed my concerns. The next day I came to my appointment and was greeted by the facialist. She didn't ask me any questions, but seemed to have a plan as to what she is doing. She asked many personal questions as to if I had children, what I did, etc, but asked me no questions about my skin concerns, so I assumed the receptionist had already conveyed my concerns. She seemed to want to talk about the office during the facial and advised me that several therapists had left recently, but she had stayed, suggesting that there were problems with the salon. I advised her in the middle of our session to be aware that I only had one hour, so to be sure to address my skin. She stated she understood. I wondered during the facial when she would extract my pores, etc. ,but thought since she 'understood my concerns' she would be doing it soon until she stated we were done with my facial. I asked her what did she mean by 'being done' since I not felt any work on my blackheads or larger pores, and she stated that the facial I had did not address that. I stated that that had been my chief complaint when I called in and the reason I was getting the facial done. She stated that that was a different facial and would cost more than what I had done (the facial she did was not inexpensive at $140), so I asked her why she didn't offer me the more expensive facial because the cost would have been fine since that it is why I came into the salon? I asked if this other facial perhaps took more time, but she said 'no' it was an hour facial. She seemed totally clueless and just left the room.
Upon leaving the salon, I asked to speak to the manager, and was advised she would have to call me back. When the manager finally called back later that day, I explained the situation and my complaint with the therapist including all the small talk including that all the other facialists had left, but my facialist had never asked me any questions about what type of facial I wanted as the reception indicated she would. The manager explained that she understood and stated she could offer a facial to me that would address my pores with a $20 or $40 discount with the SAME therapist (the discount was not relevant because I advised her that I did not want to see the same facialist again because of her lack of professionalism and expertise). The manager then said she would look into who else could provide the service at her salon and call me back in a week or two.
Now, it has been over 3 months and NO PHONE CALL back and no apology for the poor service and lack of professionalism. I am disappointed with Rolfs' poor customer service from the therapist level to its management.......even a note in the mail apologizing for the lack of good service would have been appreciated.
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