I was invited for a session of free back massage at True Spa to try out their service and facilities. They were professional from the start where they had a representative call to explain about the free offer right up to setting the appointment of the session. On the day itself, a couple of hours before the session, they even rang up to remind me and to say that if I’m unable to make it, I can reschedule for another day. I was impressed up to that point.
When I finally got there, there were quite a number of people, some were members waiting for their therapists while some where like me, there for a free session. The others got attended to rather quickly while I sat to wait my turn.
The person who attended to me gave me a form to fill up while I waited. I waited for the next 15 minutes and still no one came to say anything. If I did not witness how fast the other patrons were being served, I would’ve thought this was the norm. It clearly wasn’t. As I had a waiting baby and we had to rush off, I didn’t want to wait anymore and decided to walk out.
As I walked off, I told the staff at the reception counter that I didn’t want to wait any longer. They didn’t do anything to stop me and just watched me walk out. It’s strange that they had good pre-service but not so great actual service at their premise. So no free massage, and no review after all!
{ 4 comments… read them below or add one }
Guess that they are lack of staff for customer service.
I guess so…I was quite disappointed because they started off impressive.
Sil, it’s true. Their customer service was very impressive in the beginning but i can’t comment much now. I wanted to make some changes to my package but sad to say from last month till now i haven’t heard anything from them. I have seen the consultant there twice and since he can’t make decision, he promised to get the Operation Manager to give me a call to discuss further. I have been waiting since last month…Is this their good customer service??!
Sil, I wonder if they can last with this kind of customer service. In the end, customers will get cheesed off and not renew the service. Anyway, make sure you make full use of what’s left since you’re paying for it!