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| - I was given a 90 minute massage gift certificate from my Brother and his wife. My Son recently passed away and this was such a nice gift for them to send me. I called to book the much needed 90 minute massage for New Year's Day, perfect way to start the new year. They were friendly when I arrived and I was so looking forward to my massage. After 60 minutes the massage theripst told me thank you and ended the massage, I told her I had booked a 90 minute massage, which she quickly informed me I did not. I told her it wasn't her fault, I would speak with the young ladies at the front desk, but I did book a 90 minute massage.
I go to check out and tell them my issue and there was no sympathy or understanding, or even any conversation to try and make it right. They just told me I will have a 30 minute credit. Which I commented why would I want to come back here when I'm unhappy and for 30 minutes? One of the young girls very rudely told me about all the other Element locations I could go to. People make mistakes I get that, it's sad there was 0 customer service or care to correct the mistake. Not how I planned to start my New Year!
I received a call from the Manager. She was everything you would hope a leader would be, understanding, and truly wanted to turn the bad situation around. She offered to give me back the 90 minute gift card and asked if I would give them a second chance. We all make mistakes, it's how they are dealt with. I was very impressed with her concern, and time to follow-up. I will be going back, everyone deserves a second chance! From 2 to 4 stars because of a phone call. Thank you!
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