Altoona >Beauty > Beauty & Soul Salon Day Spa
160 Adventureland Dr Nw, Altoona, IA | Directions 5000941.662537 -93.465504
TERRIBLE Customer Service - Ruined Anniversary AND Birthdays – My husband and I have had two previous massages at Beauty & Soul Salon Day Spa and were very satisfied with the massages. At our last massage on 12/28/11, we booked two more massages for 3/17/12 to celebrate our 6 month wedding anniversary and to celebrate both of our March birthdays.
There was only one time slot available, 1:15 pm - right smack in the middle of the day, but we wanted to have them done at the same time so we went ahead and booked. I still have the appointment reminder card with both of our names and the date and time of the appointment. The salon called the day before and confirmed the appointment - we were set.
We showed up 15 mins early for our appointment on 3/17/12, only to be told that my husband had an appointment but that I did not. I requested that she check again, we booked the appointment in person at the same time, we should both be down. Nope, someone else was booked in my time slot. The receptionist didn't offer ANY solution other than, "Your husband has an appointment, you don't....would you like to reschedule for another day?"
Why in the world would I reschedule an appointment when my appointment is RIGHT THEN and I have the reminder card to show that the time slot was mine? And why would my husband go ahead with his hour massage and leave me there to wait and I'm supposed to reschedule for another time? Not to mention our entire day was reworked around the appointments and we were celebrating birthdays and anniversaries. The receptionist offered NOTHING and we left.
On the drive home, disappointed, my husband called the receptionist and asked if there was anything she could do to make this right. She did apologize to him, said it was their error, and said she would talk to the manager and we would be getting a return phone call. It has now been 4 days and NO phone call. TERRIBLE CUSTOMER SERVICE! We are hugely disappointed!
DON'T visit here!!! – DO NOT go to this business!!! TERRIBLE customer service!!!! We purchased two Groupons for massages here and had a fabulous experience the 1st time (Holly is an amazing masseuse, I would work with her any day) but we were unable to redeem our 2nd Groupon because they ran out of availability and were unwilling to extend the Groupon.
The reason we had to reschedule the 2nd massage was because my mom was undergoing chemotherapy for cancer treatment. Her doctor called her last minute and had to reschedule her chemo so she had to reschedule her massage. When she called to reschedule on Monday the salon said that they didn't have any availability for the rest of the week. They were unwilling to extend the expiration date or to allow me to pay the difference between what I paid for the Groupon and what a massage would normally cost.
I understand that the Groupon was close to expiring and was willing to pay the difference, but the salon wasn't even willing to allow me to do this, even after I explained that the reason we had to reschedule was that my mom was undergoing cancer treatment and had to choose between going to chemotherapy treatment and her massage. She certainly would have rather gone to the massage but I think going to chemotherapy is much more important.
It's disappointing to receive such terrible customer service and to be treated with such disrespect and apathy despite the situation. Again, the actual masseuse, Holly, was amazing, but this business has a lot to learn in terms of customer service and relations.
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