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Tina reviews Body Experience, Richmond
You say to let you know our experience of spa’s – good or bad!!
I have had an experience this morning that I would not want anyone else to go through at Body Experience, Hill Rise, Richmond.
I have been a loyal customer of theirs for 5 years. I have always kept my appointments and enjoyed their facilities. Their staff have always been kind, considerate and fun. Until this morning!! I am completely gob-smacked by what has happened!
At 9:15am, I called Body Experience to book an appointment for today, for a leg and under-arm wax. I was offered an appointment at 1pm. The receptionist confirmed my details from the computer records (name, home phone number, home address) and mentioned that she needed to update my credit card details. I was unwilling to give them over the phone. Of course, they could update them when I arrived for my appointment. Except that she would not make an appointment without my giving the credit card details over the phone. The number of ‘no shows’ had driven them to making this policy. I pointed out that I was not a ‘no-shower’! Quite the reverse, I was a loyal customer who had given them a great deal of business and recommendations. The lady clearly wasn’t going to change her mind. I asked to speak to the manager. She told me she was the manager. I asked to speak to the owner. She told me that the owner lives in Australia and I could not contact her.
I wrote an email to her ‘line’ manager, whose name she gave me.
An hour later, I had a phone call from someone calling herself the spa director (not the line manager!!!!) who explained that I had been talking to the ‘duty’ manager. Not the Manager. (Rapidly losing the will to live now). The Spa director, having read my email expressing my dismay at being treated so poorly, having given them a huge amount of business over the past 5 years, then proceeded to tell me that she was prepared to ‘overlook’ her rules on this occasion. I was welcome to keep my 1pm appointment. However, I had to understand that if someone phoned in the meantime, who was prepared to give their credit card details over the phone, they would have priority over my appointment.
At which point, I’m ashamed to say that I well and truly lost it.
I calmed down (& apologised) and explained to the Spa director that I thought that she did not have much of an idea about customer relations. Whereupon she gave herself a glowing reference and whilst she couldn’t forward me the owner’s email, she would forward my complaint to her. However, I must understand that she (the Spa director) has a very good relationship with the owner and therefore the owner would back her policies. To the hilt.
What I do know is that Body Experience are trading off one good review on their website. I would like to redress the balance! I’m a busy person. I work in the media (for 40 years) and am a good communicator. I am really allergic to bad manners and being bullied. I would like to register what kind of people are fronting this otherwise lovely Spa.. I fear that the owner doesn’t have a clue what is being perpetuated in her name. Oh and in the name of Christianity as well, as it happens. They feature the sign of the fish on their shop front and there are Scriptural texts on the walls, too. Perhaps they could encourage their ‘duty’, ‘line’, & Spa manager/directors to take these to heart. They are like rottweilers standing at the doors of a heavenly place!!
This reader review was submitted in September 2009
Please note: The Reader Reviews and other comments posted on The Good Spa Guide are the opinions of the visitors who submitted them and are not the opinion of The Good Spa Guide.
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* Contact Details for Body Experience
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