1/5 Nick B. 6 months ago on Google • 2 reviews
I'm
not
normally
the
sort
of
person
who
writes
online
reviews,
but
after
the
treatment
my
wife
and
I
received
from
this
"wellness"
centre
I
feel
compelled
to
do
so.
Having
been
bought
a
couple's
massage
from
my
brother
in-law
as
a
gift
after
the
birth
of
our
third
child,
we
made
an
appointment
looking
forward
to
a
professional,
comfortable
experience
as
the
online
reviews
suggest.
Unfortunately,
the
booking
got
mixed
up
in
our
calendar
and
we
arrived
to
the
massage
parlour
on
the
Tuesday,
when
in
fact
the
massage
was
booked
for
the
Monday.
You
might
be
asking,
"How
about
the
reminder
phone
call,
on
Monday,
when
the
centre
had
realised
that
we
had
not
arrived
for
our
75
minute
massage?"
No
such
phone
call.
This
means
that
not
one,
but
two
"professional"
masseurs
had
been
sitting
for
75
minutes
with
no
client,
and
no
sense
of
customer
service
to
give
us
a
call
and
see
if
there
is
an
issue.
Putting
the
customer's
wellbeing
first?
Yeah
right.
So,
having
arrived
at
a
closed
massage
centre
at
11am
on
Tuesday,
let
in
by
a
masseuse
who
had
no
idea
what
was
going
on,
we
were
informed
that
the
massage
had
been
yesterday.
We
promptly
phoned
the
head
office
of
the
massage
centre,
to
explain
what
had
happened
and
to
see
if
we
could
get
any
support
from
a
company
priding
itself
on
taking
care
of
clients'
wellbeing
-
as
stated
in
their
slogan.
What
followed
was
a
45
minute
phone
conversation
in
which
the
"manager"
was
completely,
and
utterly,
unsympathetic
to
the
situation.
I've
lived
all
over
the
world
and
have
experience
of
customer
service
at
both
ends
of
the
quality
spectrum.
This
experience
is
ranked
way
way
down
at
the
bottom.
Apparently,
the
"policy"
of
this
centre
is
to
not
remind
clients
of
their
massage
24
hours
before
hand
(every
single
service
I
use
in
The
Hague
does
this),
and
even
more
incredible
is
the
policy
of
not
calling
clients
who
haven't
arrived
for
a
massage.
The
"manager"
offered
no
support
whatsoever,
obviously
no
refund
(which
we
were
not
expecting)
but
absolutely
no
offer
of
a
rebooking
at
a
discounted
rate
despite
the
company
having
very
happily
taken
190Eur
for
the
double
massage.
My
wife
found
it
hard
to
not
get
emotional
as
this
was
a
gift
she
had
been
looking
forward
to
after
the
premature
birth
of
our
son,
and
the
"manager"
on
the
other
end
of
the
line
could
not
have
cared
less.
The
"wellness"
of
this
particular
client
was
not
high
on
her
agenda.
We
put
our
hands
up,
and
of
course
say
that
the
initial
mistake
was
ours.
But
the
total
and
utter
inflexibility,
lack
of
empathy
and
sheer
incomprehension
of
customer
service
is
baffling.
I
have
had
a
lot
of
excellent
massages
in
the
past,
and
can
quite
safely
say
that
Massage
Sense
would
not
ever
be
able
to
deliver
the
kind
of
service
comparable
to
top-quality
establishments.
The
business
model
itself
-
where
masseurs
"hire"
a
room
in
some
sort
of
bizarre
AirBnB
type
clone
-
goes
against
the
very
philosophy
of
creating
a
warm,
comfortable,
welcoming
space
in
which
a
client
can
have
a
relaxing
time
and
cater
for
their
wellbeing.
The
waiting
room
of
Massage
Sense
is
like
an
awful
dentist
reception.
There
is
clearly
very
little
pride
taken
into
the
aesthetics
of
the
place,
and
even
less
pride
in
their
approach
to
what
could
tentatively
be
called
"customer
service".
I
would
seriously
avoid,
and
take
your
custom
elsewhere.
1 person found this review helpful 👍
