Customer Reviews for Hand & Stone Massage and Facial Spa - Severna Park Plaza (1)
February 9, 2014
Lack of Customer Focus/ Understaffed
On Saturday morning around 9:00, I called and identified myself as a new customer interested in making an appointment for a facial... Immediately placed me on hold (4 long minutes). She came back asked if I had ever been there before. No, I am a new customer. She explained the difference between the two facials (one is an hour and one is an hour & fifteen minutes. The hour/fifteen is better). I asked what the next available opening was for the hour/fifteen. She said, "Please hold" (for another 5 MINUTES! I timed it). When she came back I was so frustrated. She just forged ahead and asked, "when can you come in?". I said, "I find it frustrating that it is taking me 10 minutes to book a simple appointment and you seem to be paying attention to everyone other than me. I said I wanted the next opening." She apologized and said she had other customers. She was not rude, but she just didn't get it. I asked to speak to a manager. She said she was the only person working (no support, no manager, on a Saturday morning?). I knew instantly this was not the service provider for me, but I still asked for a manager call-back and left my cell. 24 hours later and I still have not heard from them. Poor customer service.
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Hand & Stone Massage and Facial Spa - Severna Park Plaza
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