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Customer Service Nightmare
The Woodhouse Day Spa - Columbus, OH的点评
点评：I got my mother a Balanced Body Massage for Christmas. We decided to have a spa day on Feb 24th. At checkout, my mother was charged extra for her massage because she had requested firmer pressure. So the therapist upgraded her to a deep tissue massage without my mother’s consent.
I decided to call the following day to talk about the unnecessary charge however wasn’t able to get a hold of the manager. It then took me 5 days of calling with no response or call back. I ended up emailing the general manager, Kelly Jacobs, on Friday 3/3. The manager had no interest in rectifying this situation but instead, placed the blame on the customer. It comes down to communication. I have never been charged for a service I didn’t request. If a client wants deeper pressure then the therapist should say it is an additional add-on fee. If that were communicated as an upgrade, I know for certain my mother would not have opted for it, knowing the service was a Christmas gift. She simply thought the therapist was giving her the choice of firmer pressure.
Rather than reassuring me how this will be a learning opportunity for the Woodhouse therapists to be clear with service upgrades and/or credit me the difference, they’d prefer to lose future business. The fact that I am still dealing with this over a week later is inconvenient and distressing.
I decided to call the following day to talk about the unnecessary charge however wasn’t able to get a hold of the manager. It then took me 5 days of calling with no response or call back. I ended up emailing the general manager, Kelly Jacobs, on Friday 3/3. The manager had no interest in rectifying this situation but instead, placed the blame on the customer. It comes down to communication. I have never been charged for a service I didn’t request. If a client wants deeper pressure then the therapist should say it is an additional add-on fee. If that were communicated as an upgrade, I know for certain my mother would not have opted for it, knowing the service was a Christmas gift. She simply thought the therapist was giving her the choice of firmer pressure.
Rather than reassuring me how this will be a learning opportunity for the Woodhouse therapists to be clear with service upgrades and/or credit me the difference, they’d prefer to lose future business. The fact that I am still dealing with this over a week later is inconvenient and distressing.
翻译：我在圣诞节给我妈妈做了平衡身体按摩。我们决定在 2 月 24 日举办水疗日。在结帐时，我母亲的按摩被收取额外费用，因为她要求更坚定的压力。因此，治疗师未经我母亲同意，将她升级为深层组织按摩。
我决定第二天打电话讨论不必要的收费，但没能联系到经理。然后我花了 5 天的时间打电话，没有回应或回电。我最终在 3 月 3 日星期五给总经理 Kelly Jacobs 发了邮件。经理无意纠正这种情况，而是将责任归咎于客户。归结为沟通。我从未因我未请求的服务而被收费。如果客户想要更深的压力，那么治疗师应该说这是额外的附加费。如果将其作为升级进行传达，我知道我母亲肯定不会选择它，因为知道这项服务是一份圣诞礼物。她只是认为治疗师让她选择更坚定的压力。
他们宁愿失去未来的业务，也不愿向我保证这将如何成为伍德豪斯治疗师了解服务升级和/或将差异归功于我的学习机会。一个多星期后我仍在处理这个问题，这一事实既不方便又令人痛苦。
我决定第二天打电话讨论不必要的收费，但没能联系到经理。然后我花了 5 天的时间打电话，没有回应或回电。我最终在 3 月 3 日星期五给总经理 Kelly Jacobs 发了邮件。经理无意纠正这种情况，而是将责任归咎于客户。归结为沟通。我从未因我未请求的服务而被收费。如果客户想要更深的压力，那么治疗师应该说这是额外的附加费。如果将其作为升级进行传达，我知道我母亲肯定不会选择它，因为知道这项服务是一份圣诞礼物。她只是认为治疗师让她选择更坚定的压力。
他们宁愿失去未来的业务，也不愿向我保证这将如何成为伍德豪斯治疗师了解服务升级和/或将差异归功于我的学习机会。一个多星期后我仍在处理这个问题，这一事实既不方便又令人痛苦。
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