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  • Unfortunately the problem with this ME is its' front desk staff. I've had massages with Elva and with Enrique who are both excellent, and a facial with Elyssa who is also excellent. I've had issues since the second month of my membership; I wasn't told that I needed to book my appointments after my auto-debit cleared or I would be charged for an extra appointment for the month. Apparently it's in the contract,(who reads those things?) however, in my opinion, great customer service would dictate that they would make sure I was aware of this. My guess is they have had customers skip out by cancelling the payment with the bank before the monthly dues were paid, but...ever heard of just being nice and giving your customers a heads up? A couple of months ago I paid cash for the extra services I received with my facial, but was charged on my card on file as well; it was resolved but only after I was told that their drawer tally was not off, and they were forced to look at security footage to verify I did in fact pay cash that day. I showed up for my appointment a couple weeks ago and was told my therapist wasn't working that day; I scheduled the appointment the month before (as I always do). How is it that the staff doesn't know who is working and when appointments are scheduled? They were able to schedule me with Enrique, (a half hour later than my original appointment) and as I mentioned earlier he is awesome, so not a total loss. However, before she scheduled me with him I asked about setting another session with my usual therapist and she didn't even know what days or hours were available with her. Then she asked me if I wanted 60 or 90 minutes with Enrique and I said clearly that I wanted 60. He was so good I found myself thinking, "wow this feels like longer than an hour." Well, in fact it was! They scheduled me for 90 minutes...I couldn't in good conscience refuse to pay for the extra 30 minutes, and he was great but....again, the customer service leaves much to be desired. I feel like the customer service with this location is severely lacking, and the front staff is not dynamic at all. They barely crack smiles and definitely are not helpful in the ways to be expected in the service industry. I have been in the salon industry for 32 years and I certainly know about great customer service!
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