Prompt, polite follow up on an unpleasant visit
Update to the review below: After the owner's prompt and polite response, I decided to give House of Wellness a second chance and increase the rating to 4 stars now, possibly 5 stars in the future.
Original review: I love this spa. I've been for manicures, pedicures, facials, massages, and microdermabrasion. I've brought my friends and family. We have always had wonderful experiences.
However, the last microderm treatment was the worst experience I have ever had anywhere. Usually, I find it very relaxing. (Weird, I know.) This esthetician was rough and very hurried. On my forehead, she pressed so hard and went so fast that the tip of the handpiece tilted to the side and scraped my forehead a few times. My skin was pink and irritated for a few days after. (I wish I had taken pictures. Dumb me.) I've had the treatment for the past ten years in many different spas and have never had such irritation.
I emailed House of Wellness twice asking for the manager's email. I did not want to embarrass the esthetician with an email that everyone could see. No one replied. I finally texted and an employee called me back. It turns out the manager is on maternity leave. Any employee could have simply replied to my emails and said that.
In any case, the employee that called back said that particular esthetician no longer worked there. I said that maybe I was not the only one who had a negative experience. Then silence. Not even an, "I'm very sorry." She asked if I would like to book another treatment. I thought she was offering to make up for the last one. Nope. I will have to pay. She said that for a complimentary treatment, I should have come in so they could see my skin, especially because that particular esthetician was very good at microderm. Not the customer service I was expecting.
Unfortunately, I prepaid for four more. I'll try, hoping for treatments consistent with the House of Wellness standard. After that, I will not go back. Nor will I recommend them.
Reply from House of Wellness Aalborg
We are very sorry to hear that you had such a bad experience. I would like to start by saying how sorry we are and also explaining that the language barrier, especially on the phone, for many of my employees is very difficult. They are not trained in language, it is almost impossible for them to express themselves correctly and they are very nervous when having to speak and understand English in the middle of their daily work with everyone listening.
That being said we are 100% willing to give you back the money you paid for the prepaid treatments, should you be unhappy to return to us.
We of course hope that with the long terms positive resultants we also hear that you express, that you are willing to give us a second chance, this will of course be free of charge.
Best regards
Helena Olesen
Owner