Root positions itself as a high-end wellness center. And indeed, it has talented massage therapists, top-notch yoga instructors, a gorgeous dressing room and showers, and a relaxing tea room. Unfortunately their customer service is totally sub-par.\r
I've gone there for numerous services over the past year, and felt compelled to write a review, because compared to every other yoga or massage place I've been in Portland, Root's customer service is strangely inattentive, impersonal and unresponsive to requests and feedback.\r
One time I arrived for a massage, and the therapist was out sick. Front desk's response? ""There's no one else available. Would you like to reschedule?"" Typically a place will go out of their way to make amends in a situation like this, Root did nothing.\r
On several occasions, the front desk people have been downright rude to other customers and me - but these weren't the front desk employees, they were self-identified ""management"" on every occasion! Which makes it so much worse, because who do you direct complaints to? If management is rude, inflexible and unapologetic, you know you're in trouble.\r
So, if you go to Root, go for the yoga instructors and massage therapists, but don't expect a Nordstrom-calibur customer service experience from the people who run the place. If you're going to ask anything of management, put on your armor and set your expectations low.
Pros: Great yoga instructors + massage therapists, beautiful ambiance
Cons: Impersonal and occasionally rude customer service
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