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| - One of the highest recommended massage places in all of Cleveland. I was extremely excited to surprise my wife and take her here for Valentine's Day for a couples massage. She's been under a lot of stress and kicking butt lately working out getting in shape and a professional deep tissue massage was just what the doctor ordered. This hubby was going to get bonus points this Valentine's Day. I was really on my game this year, took the time and booked the reservation in early January, left my credit card on file to hold the appointment as it clearly states during booking and assured me was just to hold the reservation and no payment is at all required until the day of the appointment.
Got a phone call one week later advising me that my original time of 2:45 wasn't available so they'd move it to the next available that day, 3:00 instead. No problem!
Time goes on, fast forward to today, one week before my amazingly planned Valentine's Day excursion. I get a phone call from a polite and pleasant employee informing me they're calling to collect payment for the booked appointment plus gratuity today one week before per policy. I'm taken aback by this. It clearly stated at time of reservation no prior deposit is required. My conversation ends with the employee telling me she'd check with the owner and see if they could make an exception because I explained my funds are tight and I get paid the Friday before Valentine's weekend hence why the original arrangement was why I booked in the first place. She agreed and said she'd call me back. Phew! Crisis averted, or so I thought.
An hour later she called informing me the owner refused to make an exception as this is policy and she would not deviate from said policy. My heart was breaking, my perfectly planned finale to Valentine's Day weekend was crumbling. I pleaded with the girl to have the owner call me, stating I've never had such a problem with another establishment during any holiday booking. She said she would call her one more time for me, I thanked her and hung up. Hopes crushed, praying the owner of this highly recommended establishment would have mercy on a thoughtful husband trying to make the day a little extra special.
Hour later. Same employee calls back one more hour later. I can hear it in her voice, I'm done for. The owner refuses to personally call me nor make any exception to her policy which is stated no where on the website, nor during the booking process or even brought up when I was rescheduled one week after the appointment was made. She proceeded to advise me the manager would allow me 24 hours to come up with the money or my appointment is cancelled. I reiterated I had no extra money to front this cost until I get paid on the 12th. She apologizes one last time and we hang up.
Utterly disappointed. How can the owner of such a renowned and popularly recommended salon have such a cold heart on such a beautiful love filled day? Not to mention lack of customer service skills.
Here I sit, one week before the day I had such big plans for. Crushed and heart broken with disappointment with no chance of redemption because I was only notified one week before of this requirement. You can't even book a nice restaurant a week out from Valentine's Day let alone a well deserved day of pampered massage for the woman I love the most and wanted nothing more than to reward her for being my biggest inspiration and love of my life.
Sincerely,
Heartbroken
*Edit to reply to business owners comment*
Well the business owner sure did get the last word in with her rude and condescending jab she took at the end of her reply by saying - "I'm sorry you don't have the funds to prepay for the service...". Just wow. My pay schedule nor personal finances shouldn't be any of your concern. Your only concern should of been keeping this appointment originally and actually getting the $160 for the appointment and received a generous cash tip. Not lashing out and personally bashing a potential paying customer. You had every opportunity to make it right between my 3 conversations with your employee or even when I was called back about the reschedule a week after the original appointment was made. Then I could of had ample time to make new arrangements. In what world would anyone especially in this industry want to continue to patronize a business especially after parting ways on such bad grounds. You have a cancellation policy that clearly states on your website that if you cancelled early you are still subject to a fee up to 100% still being charged. I was fine with this. After this experience and it taking me to make the interaction public, she finally agreed to budge an inch and asking I remove this review. I told her I would not because other honest hard working people need to be warned and I would never want anyone else to be in this situation with no chance for redemption this late in the game.
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