Reply on Uhma Organic Spa & Green Shop
We are very sorry that this client left with the feelings they are expressing.
At Uhma we go to great lengths to make each and every experience a rich, positive and rewarding one.
The ladies' appointments were indeed booked on March 11 for May 8th at 1:30 pm.
On April 22nd another family booked multiple appointments for May 8th that would end at 1:10 pm.
Out of concern with possible delays that tend to happen with a group booking, we called all clients booked for that day, Miss TiffanyJ included, to move the appointments by half an hour. Between April 26nd and May 2nd, we called her 4 times to the phone number she gave us, and left messages explaining that we had her appointments moved from 1:30 to 2:00 pm, and that if there were any problems with that, for her to please contact us. She never answered the phone or returned the phone messages. We had no problems in moving every one of the other clients' appointments 30 minutes later.
On May 8th Ms. TiffanyJ and her party arrived at around 1:25 pm, and were greeted by Debora Almeida, co-owner of Uhma.
They said they were here for the 1:30 appointment, to which we replied that we had left several messages about the change in the appointment to 2:00 pm. They said that they had a recording of a conversation with someone (a female) from the spa that proved that she had called back and that her treatments had been confirmed for 1:30. We explained that that wasn't possible, since the only female that spoke to clients on the phone was Debora herself. They did not insist on that argument.
The whole group of five (there were only three booked) started to complain very loudly, and to threaten to spread negative information about Uhma, to which we replied that as per our policy, we would not argue with them. When Ms. Tiffany asked in no kind terms what was the reason of the change, we explained that a group had booked appointments for the morning before their appointments, and since in our experience groups tend be late and take longer to leave, and to avoid delays in the start of their appointments, we had moved all appointments by half an hour. We explained that we do this with the sole purpose of protecting our clients from delays in their appointments.
They demonstrated no interest at all in getting the treatments done at 2:00 pm, even though this episode lasted until around 1:40 pm.
We constantly ask our clients about their experiences, but since this client chose to ignore our messages, didn't have any treatments at Uhma Spa, and demonstrated a very bitter and negative tendency to the whole episode from before the start, we don't see much value in her comments.
We also don't think the comments have much value to Spa Finder clients, because as can be seen in other, more articulated and considerate posts on Spa Finder and on other online forums, our clients consider our services and customer service consistently excellent.
And so do Allure Magazine - "Best Body Treatment In Miami", the Miami New Times - "Best Massage in Miami", and Talk of the Town - "2010 Talk of the Town Award for Excellence in Customer Satisfaction".
July 8, 2010