A few years ago, my staff bought me a $200 gift certificate to the Relax Now spa. For a variety of reasons, I did not use it until recently. My service provider was Alice and she did an incredible job (lemon/salt body scrub, massage). I had planned to recommend the spa, and especially Alice, to my colleagues and anyone who would listen. When I went to go pay, the computer showed I only had a $95 balance. I told the counter woman I had never used the certificate and the full $200 should still be in tact. She asked me if I knew a name I'd never heard of who was listed as the person who used the certificate and I told her no. She asked who purchased the gift certificate and I told her. The woman was able to find that person's name and address in the computer but said there was no history attached to it. I confirmed that person had never been to the spa except to buy the certificate. At this point, the woman called the owner, who requested to talk to the other woman behind the counter. After she spoke with the owner, she came back to me and said the owner was holding firm and I only get the $95 credit. I asked if I could speak with the owner myself. She called the owner and left a message indicating a client was waiting to talk to her. After no return phone call, she called the owner again to try and explain my situation. After 45 minutes of waiting and much back and forth (with the owner refusing to talk to me directly), she indicated the owner is still holding to the $95 but as a "compromise" will "split the difference" with me. I was flabbergasted at the way the owner continued to argue with her staff and have them continue to check all over the place all the while knowing I was standing right there and waiting the whole time. I might have expected such poor customer service from staff but never by the owner of a place of business. .
Pros: Alice, massage table that turns into a chair
Cons: Owner's attitude, small changing room, thin walls
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