Customer ReviewsforHereSpa

Dear ****,

Thank you for taking the time to share your feedback regarding the recent incident with our nail technician. We deeply regret the unfortunate accident that resulted in damage to your fabric ottoman and understand your concerns.

At HereSpa, we strive to provide high-quality services in the comfort of your home or office. To ensure the safety and effectiveness of our services, we emphasize the importance of clients providing a suitable workspace for our providers. This helps prevent accidents and ensures that our services are delivered under the best possible conditions.

While we are genuinely sorry to hear about what happened during your appointment, we are committed to learning from this incident. We appreciate the opportunity to remind all clients through communications like this to consider the environment where services will be performed. This is not only for the protection of property but also to enhance the quality and safety of the service for both clients and technicians.

Thank you again for bringing this matter to our attention. We hope to have the opportunity to serve you better in the future.

Warm regards,

HereSpa Care

Dear *******,

Thank you for sharing your concerns regarding the mani/pedi service provided to your father. We take your feedback seriously and would like to address the points you've raised about the service duration and our communication.

Firstly, we want to clarify that our website states that the duration of our services, including setup and cleanup, is an estimate and that actual times will vary depending on the specific options selected and the individual needs of each client. This is especially true for services tailored to seniors, like the one your father received, where treatments such as polish, foot baths, and scrubs are included but may be declined based on personal preference or health considerations.

Its important to note that in situations where certain service elements are not utilizedfor instance, if polish was not appliedthis can naturally result in a shorter service time. We strive to be transparent about these variations and ensure that all clients understand that the focus is on providing a satisfying and complete service rather than adhering strictly to an estimated time.
We apologize if this was not made clear at the time of booking and understand that it led to expectations not being met as you anticipated. We appreciate your suggestion to further clarify how service times can vary, particularly for our senior clients, and we are committed to improving our communication on these points to better set expectations in the future.

If theres anything more we can do to address your concerns or if you wish to discuss this further, please email us at ******************************** We value your feedback and are here to ensure that your experience with us is positive and satisfactory.
Thank you once again for reaching out, and we hope to have the opportunity to serve you better in the future.

Warm regards,

HereSpa Care

Dear ****,

We sincerely apologize for the experience you described in your complaint and appreciate the opportunity to address your concerns.

At HereSpa, our priority is the health and safety of our clients and service providers. We have strict protocols in place, particularly concerning potential health risks like fungal infections, which are intended to protect everyone involved. This protocol is clearly outlined on our booking page and in our terms and conditions, which you acknowledged understanding when you booked your appointment.

Our service provider noted concerns about a possible fungal condition during your appointment. Given these circumstances, our policy and professional ethics prevent us from proceeding with certain services without risking further health complications. This is a standard practice in the industry to ensure safety and prevent the spread of possible infections.

We understand your frustration at being unable to receive the service as expected. However, the situation escalated to a point where our service provider felt unsafe. It is crucial for us to maintain a respectful and safe environment for both our clients and providers. Despite the initial decision, our provider did attempt to accommodate you as much as safely possible by filing your nails, adhering to our commitment to customer service.

Regarding your concerns about the charges, as per our policy highlighted during the booking process and documented in our terms, services canceled due to safety and health concerns are subject to a fee. This policy is in place to compensate our providers for their time and travel.

We have attempted to communicate these points and our willingness to resolve this matter amicably. We regret that you felt unsatisfied with our responses. If there is an opportunity for further dialogue, we would welcome the chance to discuss a satisfactory resolution.

We take your feedback seriously and will review our procedures and communication strategies to ensure clarity and understanding of our policies for all customers. We are committed to learning from every service encounter.

Thank you for bringing this to our attention. Please feel free to reach out to us at ******************************* if you would like to discuss this matter further.

Sincerely,

HereSpa Care Team

Dear Jo Rodriguez,

Thank you for taking the time to share your feedback with us. We sincerely apologize for the difficulties you've experienced in communicating with our representatives and any confusion regarding our pricing and services. We strive to ensure clear and effective communication with all our clients, and it's clear we fell short in your case.

We understand your frustration, especially with the discrepancies you've encountered between the information provided over the phone and what you were expecting based on your understanding of our services. We're deeply sorry for any miscommunications.

Please know, we never intend to use deceptive practices, such as "bait and switch," and we take accusations of deceit very seriously. Our intention is always to provide transparent and fair services to all our customers. Regarding our pricing, we never publish or advertise fixed prices as they can fluctuate based on various factors, including availability and local demand. Therefore, we are deeply concerned about your mention of advertised prices and would greatly appreciate it if you could provide more information on where you saw these advertisements so we can investigate further.

We regret to hear that you decided to cancel your service with us. Please understand that our pricing model does consider location-based variables to accommodate operational costs, but it is never our intention to be unfair. We serve numerous clients across the New York City area with the aim to minimize travel distances and costs whenever possible.

We take your feedback seriously and will use it to evaluate and improve our communication and pricing transparency. We would love the opportunity to make this right and hope you might consider reaching out to us to discuss this matter further.

Again, we apologize for any inconvenience and disappointment you've experienced. Your trust is important to us, and we're committed to making improvements that will benefit all our valued customers.

Warm regards,

HereSpa Care

Dear **********************,

We at HereSpa sincerely apologize for the inconvenience and disappointment you've faced with our service, as detailed in your review on 2/26/2024. It's clear to us that our service did not meet the high standards we set for ourselves, especially concerning the cancellation of your appointments and the timeline for your refund.

Upon reviewing your account, we understand that there were changes in your schedule, leading to requests for rescheduling on 2/7 and again on 2/14, due to an extension of your vacation. We aimed to accommodate these changes with flexibility; however, it is apparent that our handling of the cancellation on 2/26 and the communication regarding your refund were not up to our usual standards.

We want to assure you that we have already processed the cancellation, and the refund is on its way. You can expect the refund to be completed within the next 5 business days. We are actively working to ensure that this process is as smooth and swift as possible.

As an FYI, you can cancel or reschedule your appointment anytime by simply texting our automated system at 1-234-HERE-SPA or giving us a call during business hours. Our priority is your satisfaction, and we are here to support you every step of the way.

We deeply regret the stress this situation has caused you and thank you for allowing us the chance to improve. We are dedicated to regaining your trust and demonstrating the true value of HereSpa.

Warmest regards,

HereSpa Care Team

Dear ********,

We sincerely apologize for the inconvenience you and your guests experienced during your special celebration. We understand how important it is for everything to go smoothly on such occasions, and we regret that our service did not meet your expectations.

We want to extend our sincerest apologies for the delay in your manicurist's arrival. Unfortunately, unforeseen circumstances such as road incidents and traffic can cause unexpected delays, which, while not common, did unfortunately occur in this instance.

Regarding the issue with the gel manicures, we take the longevity and quality of our services very seriously. We are disappointed to hear about the polish chipping and peeling off so quickly, as this is not the standard of service we aim to provide.

We appreciate that you reached out with your concerns, and while our policy typically covers issues reported within a 48-hour window, we understand that the special nature of your event warrants further consideration. As such, we previously extended an offer for a complimentary redo of the service. We understand you have declined this offer, but we want to reiterate that this option remains available to you and your guests should you reconsider.

We also want to address the concerns about our vetting process. We assure you that all our providers are thoroughly vetted and are required to maintain high standards of service. The provider in question has a history of positive feedback, which makes your experience all the more disappointing and surprising to us.

Your feedback is invaluable in helping us improve our services. We are committed to ensuring that our clients have a positive experience with HereSpa, and we would like to make this right for you.

Please feel free to reach out to us directly at ************** to discuss how we can further address this matter to your satisfaction.

Warm regards,

HereSpa Care Team