Business reviews by user

1 Reviews by SusanS

Zen Experience Massage & Wellness

Really Bad Customer Service May 24, 2012 | 9 of 17 people found this review helpful

Overall rating based on: 14 of 18 (77.78 %) Customers would visit this business again

Service Quality

2 of 5

Service Variety

2 of 5

Atmosphere

2 of 5

Staff Expertise

1 of 5

I have been to this spa several times. The front desk person is always clueless but I overlooked it because the therapists are good! Online booking is VERY miss leading. You book and hold an appointment with a credit card. They threaten to charge you if you don't show. That's fair. I was running 15 min late on a 90 min massage. I assumed I would get my remaining time scheduled. Traffic was bad. I arrived and they gave my appointment to a walk-in. No apology no effort to make things right. The front desk person who I think was the manager was defensive. I said I won't be back and she just let me walk out the door.

Expect a good massage from the therapists from Thailand...but don't expect any customer service.

I would visit this business again? No

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Reply on Zen Experience Massage & Wellness Hide

Dear Susan, We understand that there was a conflicting situation with your appointment on May 24th and we apologize for any inconvenience it caused you. We understand customers may be late for their appointment or fail altogether, due to a variety of circumstances. A credit card does hold your appointment time from being double booked. We also do reserve the right to bill your credit card for failed appoints, but only for 25% of the cost. Therefore it would not cover the full cost of the time held or the commission due to the therapist. When clients are running late we are more then happy to work with them by holding their appointment. It just takes a phone call to let us know that they are on their way. It's not fair to our therapists to keep the time open if we don't know if the client is coming and turn away a walk-in client. Before your time slot was re-booked an effort was made to contact you and a message was left on you voice mail. After waiting 20 min and with no reply to our call the decided was made to offer the remaining time to a walk-in client. This also enabled the therapist to make a commission and receive a tip. Failed appointments continue to be an issue in the industry. We do what we can but so far there is not a easy answer. We could opt for billing the full amount on all missed appointment but this solution is not received well by clients either. We hope you will decide to return to our spa for you next massage.

By swiendels| May 29, 2012