Natural Balance Massage and Wellness Center

Critical: Communication, Professionalism, QualityWhere do I begin? I went to this spa because it was convenient, as far as distance. My massues is in Hong Kong.. I’ve been to some of the top Spas in Manhattan and I’m accustomed to outstanding service. My experience here was not what I expected. I had a facial with a trainee who rubbed my shoulder and put a hot wash cloth on my face. She focused on my shoulders and nose so much. I can’t say I had a real facial. I politely told Beth about my experience. She admitted Kim was being trained by her. She offered half off my next facial. I already knew I wasn’t going back there, but scheduled anyway. I would have called and cancelled anyway since by back felt broken… Kim did my facial and convinced me to purchase a lip exfoliate to “exfoliate and smooth out my lips”. I paid $45.. It was horrible. Come to find out, I purchased a lip plumper, which was almost expired. Beth did offer me a new one, after bringing it to her attention. I definitely don’t need my lips plumped. They’re big as it is.. I had a massage right after the facial. Melissa was very nice and I actual think she did a good job. However, the grinding motion with forearm and elbow on my lower back, left me incapacitated for over a week now. I can’t even sit in my car. I spoke to Vinnie to ask if this type of pain is normal. My lower back was sprained. I had to get an x-ray and given meds.. I’m not one to complain, but as a hospitality Agent at the Marriott Marquis for 17 years, who has dealt with dissatisfied guests from all over the world; I was appalled when Beth called to tell me. ” They don’t think they will be able to provide the services that I need’. Funny thing is… I WAS NEVER GOING BACK THERE!!! That’s not how you handle a dissatisfied customer. They have a lot to learn. It shouldn’t be about money. Providing outstanding service and client satisfaction should be their goal. Very unprofessional! Had I not been African American, would I have been treated differently? That’s what ran through my mind after Beth called me..I hate to say this, but as an African American, it’s really easy recognize when you’re being treated differently. They will deny it, but even the way the reception looked at me made me uncomfortable. This was MY experience. I don’t usually write reviews. However, this experience and the way it was handled really bothered me. Therefore; if you have more than 2 complaints about a services, in a place you’ve never been before, keep it to yourself. They’ll call and say they’re not able to provide further services. Instead of them offering to address the issues .Where do I begin? I went to this spa because it was convenient, as far as distance. My massues is in Hong Kong.. I’ve been to some of the top Spas in Manhattan and I’m accustomed to outstanding service. My experience here was not what I …More

Where do I begin? I went to this spa because it was convenient, as far as distance. My massues is in Hong Kong.. I’ve been to some of the top Spas in Manhattan and I’m accustomed to outstanding service. My experience here was not what I expected. I had a facial with a trainee who rubbed my shoulder and put a hot wash cloth on my face. She focused on my shoulders and nose so much. I can’t say I had a real facial. I politely told Beth about my experience. She admitted Kim was being trained by her. She offered half off my next facial. I already knew I wasn’t going back there, but scheduled anyway. I would have called and cancelled anyway since by back felt broken… Kim did my facial and convinced me to purchase a lip exfoliate to “exfoliate and smooth out my lips”. I paid $45.. It was horrible. Come to find out, I purchased a lip plumper, which was almost expired. Beth did offer me a new one, after bringing it to her attention. I definitely don’t need my lips plumped. They’re big as it is.. I had a massage right after the facial. Melissa was very nice and I actual think she did a good job. However, the grinding motion with forearm and elbow on my lower back, left me incapacitated for over a week now. I can’t even sit in my car. I spoke to Vinnie to ask if this type of pain is normal. My lower back was sprained. I had to get an x-ray and given meds.. I’m not one to complain, but as a hospitality Agent at the Marriott Marquis for 17 years, who has dealt with dissatisfied guests from all over the world; I was appalled when Beth called to tell me. ” They don’t think they will be able to provide the services that I need’. Funny thing is… I WAS NEVER GOING BACK THERE!!! That’s not how you handle a dissatisfied customer. They have a lot to learn. It shouldn’t be about money. Providing outstanding service and client satisfaction should be their goal. Very unprofessional! Had I not been African American, would I have been treated differently? That’s what ran through my mind after Beth called me..I hate to say this, but as an African American, it’s really easy recognize when you’re being treated differently. They will deny it, but even the way the reception looked at me made me uncomfortable. This was MY experience. I don’t usually write reviews. However, this experience and the way it was handled really bothered me. Therefore; if you have more than 2 complaints about a services, in a place you’ve never been before, keep it to yourself. They’ll call and say they’re not able to provide further services. Instead of them offering to address the issues .