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| - Totally disappointed... I had to update this review, because of my extremely frustrating experience. I had a massage scheduled for Friday, September 27th at 5:00pm. 5 is pushing it for me to get there, but I scheduled it then, so no big deal, nice to end m y week there, nice and relaxed. So I was rushing to leave work to get there on time. I was at Gilbert and Germann (one street away) at 5pm, gave them a quick call, and told them I would be there any minute (I understand if they had to knock 5 min off my massage). When I called the girl at the front, she wasn't clear in saying they didn't have me down, but said there was a problem, and asked if I could see a male masseuse. I wasn't comfortable with that, and asked what the problem was? Did they not have me scheduled? She said they did but my masseuse had quit, and so they weren't able to accommodate me. Again, I understand that people leave, but they NEVER called to tell me this. They never tried to reschedule me, they never called to try to get me in with someone else. So I was already mad, but I worked in a salon and understand that things happen. However, the girl at the front was NOT accommodating at all. Since I was around the corner I went in to talk to them.
Upon my arrival, I informed them that I was going to cancel my membership, seeing as this was my first "official" month of the membership, and I had already been double charged, and now cancelled on with NO notice. She said I would receive a call from Barbara the Spa Manager first thing Saturday, and they would comp my next massage. But I have already paid, and there has been no refund as of yet, so we will see. I waited patiently on Saturday for a phone call, I emailed Barbara on Friday asking her to call me as well, and it is now Monday, and I have heard absolutely nothing. This is the most frustrating part of all of it to me. This would NOT be a one star review if they had promptly called me to resolve the issue. Now I am going to have to reach out to them.
Very disappointing, and poor poor customer service. Hopefully they can get it together for the masseuse's sake, or they will have plenty more of them walking out the doors. I highly suggest NOT doing their membership, save yourself the heartache. Maybe go in for the introductory offer if you are looking for a good deal, but they aren't worth it long term.
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