1 /5 Deidre: Extremely unprofessional and disrespectful experience. The owner is only polite when things are going her way. If youre booking through Treatwell, I strongly suggest you avoid this place.
I booked a 1-hour "Skin Glowing" facial for £20 via Treatwell at 2pm yesterday. I arrived on time but was asked to wait 5 minutes, which turned into 15mins. I understood the delay since there was only one therapist working and I work in a similar setting, so I know how things can run behind.
However, while I was still waiting, a couple came in asking for a massage for the wife and were told to come back at 3pm. This raised concerns, if my 1 hour treatment started after 2:15pm, how could the next appointment be scheduled at 3pm?
Anyways, I was taken in at 2:17pm, and the facial started at 2:18pm. While the overall treatment was good, the cleanup which I expected to last 15–20 minutes was rushed and done in just 3–5 minutes. By 2:55pm, when the next (from the couple) customer arrived, the owner walked her straight into the room assuming my session was over. I was still lying on the bed in just my bra! How Embarrassing!!! To make things worse, the owner started pressuring the therapist, asking how long the mask would stay on as the next client was already there. I had only been in the room for 35 minutes at that point.
The session ended sharp at 3:08pm. At the counter, I asked why my facial ended early. The therapist claimed it was a 20-minute facial, and she had already given me 40 minutes which was extra time according to her. When I disputed that, the owner left a client mid-treatment and came to the front desk, insisting that the facial costs £35 and they had reduced it to £30. She clearly didn’t even know what I was arguing about nor did she know the price that she posted on Treatwell. When I showed her my booking, She started to show me her Treatwell account and when I spotted the listed sale price of £20, she changed her tone and offered me 15 extra minutes in my next visit instead.
I told her this should have been fixed then and there, but she refused to either give me a discount or compensate by completing the treatment time. Worst of all, she asked me not to leave a bad review—The nerve of this woman.
I paid the £20 reluctantly but I believe no business that cheats its customers will ever thrive.
P.S: While I had the mask on, I could clearly hear the owner gossiping in Hindi about her own clients. Unacceptable.
