ComplaintsforHugh Spa
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Complaint Details
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Initial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On November 24, 2021, I paid for two deep tissue massages for me and my best friend. My massage was extremely unprofessional and not what I paid $150 for. I was rushed into the room by a woman, who created an atmosphere of anxiety and not relaxation. The woman began a massage that was short and sharp and not at all what was described on your website. Your website states, "a type of oil massage therapy using firm pressure and slow strokes to release chronic heavy tension," which was not what I experience. It felt as if the woman did not care, she was using short motions, not at all firm pressure, and it felt she was rushing to keep up with the other massage therapist in the room. At the end of the massage she sat me up so quickly and twisted my neck in a way that I left the room in pain, and not the good type of pain that comes from a deep tissue massage. The jerking and carelessness of her work were unacceptable. I felt the pain she caused in my neck for 3 weeks after my experience with her and honestly still feel she messed something up in my neck that comes and goes since November. I have called the spa twice, emailed all year with no response and I expressed my concerns at the location before I left, I feel a refund for the $150 is fair and would like suporrt.Business response
11/01/2022
Business Response /* (1000, 14, 2022/11/01) */ The client made a complaint via email after receiving the whole service. She requested we give her a full refund of the service and the gratuity she had left for our massage therapist. Our staff emailed her back stating our store policy which is " Refunds will not be issued after services have been completed. If your service is less than satisfactory, please notify your masseuse no later than 15 minutes of your service. The owner(s) reserve the right to make the final decision on any and all refunds issued". We offered to file a claim with our liability insurance in which the client declined.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.