Matt Redmond
October 23, 2017 07:55
The management of this location is atrocious. I booked (online) massages for both my wife and me as a part of her birthday celebration. I found it odd that I received only confirmation for my massage, so I called immediate and was assured that, yes, both massages were in the system and they were able to confirm both my wife's name and the appointment I purchased for her. The day before our appointments I received another confirmation, again for mine only. I called again and had the same experience - able to confirm all details, and was assured that all would be set.
You'll never guess how this ends.
We show up early after rushing through traffic to get there on time, even calling ahead to AGAIN confirm that appointments were setup for both of us. The manager, I'm assuming, is just sitting at the computer staring at it while we stand there waiting to be helped, without even an acknowledgement that we are there. Sure enough, in her best surly manner, she asks if she can help us. I say that we are checking in for our massages and, lo and behold, they cannot find the reservation for my wife. I share the above story, ask how it is possible all of this could be confirmed but now it does not exist, and the manager's offer is a free facial for my wife and that I shouldn't be upset about paying for this as they have only placed a hold on my credit card for the massages.
She is utterly and completely tone deaf and I can only assume that she is in some management capacity for reasons wholly unrelated to customer service. On top of that, the offer to make good has nothing to do with the fact that they screwed up and she should be accountable - she is making her failing as a manager the responsibility of someone within their cosmetics team to rectify, with absolutely no effort or acknowledgement on her part that they did something wrong.
For this reason I will strongly and vociferously dissuade any and everyone that I know who brings up wanting any service that Exhale offers from going there. Literally, I will recommend that they go anywhere but there, let alone try to do something as futuristic as "use their website to book an appointment and expect it to work".