This used to be my favorite spa and now it is the worst. They recently had a staff turnover and the new staff does not know what they are doing. I went for a facial and Lucy gave me the worst facial ever, it was so insulting to call it a facial which was a mask which I could have done at home myself I was still charged $90. The staff was very rude and insulted my intelligence by saying that I have nice skin so I don't need more things. Do yourself a big favor stay away from this place it is going straight down.
This was written by the daughter of the client. The daughter pre-paid for the facial which was $95. After her mother went home, she called us with anger and made complaint about Lucy personally and said we should fire Lucy. We have given a free 60 minute massage to the daughter the next day and she was very happy. I guess this review was written before she came to get a free massage.
The facial was not what her mother said only 20 minutes and only with a mask. It was truly an over 50 minute facial (started at 10am and checked out at 11:04am) that Lucy did every step (including cleansing, exfoliating, extraction, mask, face and arms massage, and hydrating with sunscreen) and tried hard to compliment and please her mother (such as her skin is good so it does not need peels). But the comments with good intention was taken as insulting her intelligence. At check out (one hour after facial started), I did personally asked her how is it. She replied fine and left a small tip before leaving.
After the mother left, Lucy told me that she was unhappy about Lucy did not steam her face first. She told Lucy and Lucy was going to do for her. Then she said no so Lucy did not do it. Her daughter pointed it out when calling. After I told her it was about an hour facial and Lucy did offer her steam, she did not write it in the review.
Somehow, her mother was not happy even before the facial started because she did not get previous facialist (her daughter knew it will be someone else doing the facial when the appointment was scheduled). We are sorry that she did not have as good experience as before so I offered to give her free facial next time she came. The daughter refused on her mother's behave and instead the daughter came for a free massage with her husband the next day (she had massage here before and I gave her favorite therapist). They left very happy. I thought this matter was remedied and is surprised to see that Spafinder.com still post this review.
Lucy just worked with us for a week at that time. She has since learned much about our procedures and is improving her customer service skills. As she is a positive and hard working therapists with several years experience, she has since gained MANY repeat clients who are requesting her regularly for massage, waxing and skin care. She also does threading and nails.
We welcome customer feedbacks that keep us on our toes so we can improve the quality of services.
Qi Spa Director