Sign in

Serene Retreat Spa

Sharing is caring! Have something to share about Serene Retreat Spa? Use RevDex to write a review
Reviews Serene Retreat Spa

Serene Retreat Spa Reviews (1)

The response to this complaint was delayed since I was advised not to have any contact with Adriana [redacted].  On Friday, April 21 at 10:55 am. Ms. [redacted] walked into Serene Retreat Spa alone. She had an appointment set for 11:00am. I asked her if her guest was with her since she was scheduled...

for a couples massage and she told me her mom would be here soon. At 10:57 am her mom walks in with a small child. Her mom began completing the intake form. After the form was completed, I asked was someone coming to be with the child. They both said no and that the child was planning to stay with them during the treatment. I explained to them that our facility is very small and we are not equipped to have small children inside the room during services. Her mother then asked me if it states this on our website and I informed her that it was not. Ms. [redacted] then said that she tried calling but that we did not answer our phone. I explained to Ms. [redacted] that we are unable to answer our phone during session but that if she had left us a voice message or a text message, we would have returned her call as we state on our greeting. She first stated she left a message. I proceeded to pull up the spa's call log and compared it to the phone number she provided at that time. I showed her where there was record of calls but no voicemails or text messages, leaving us unable to respond to any inquiries. She then said she wasn't sure if she left a message. We agreed to continue the service with just Ms. [redacted] and not her mother so her mother took the child and left the building. I escorted Ms. [redacted] to the treatment room and she began to ask to be compensated since her guest had to leave. I explained to her that we will be more than happy to reschedule her service but that she would need to pay the reschedule fee since the request was made less than 24 hours prior to her scheduled appointment and the other therapist who was scheduled for her couples massage had to be compensated for blocking out their time to perform the service.  When I asked Ms. [redacted] did she want us to proceed or was she wanting a refund?  She said she did not want a refund and that she wanted to continue with the service and wanted to be able to reschedule her remaining time for another day. I expressed to her that we can do that if she pays the reschedule fee. She declined. I once again said that the only other alternative was for her to contact Groupon.  Ms. [redacted] refused and agreed to receive the service alone. After I stepped out and the spa assistant stepped in to perform her spa treatment, Ms. [redacted] demanded to speak with the owner. I let her speak with one of the co-owners since I am the owner and she was already unhappy with how I deemed best to handle the circumstance. Ms. [redacted] was not pleased with the outcome of the conversation with the co-owner and began cursing and using fowl language. At one point calling me a "[redacted].." We had a guest in the next room that was waiting to receive service. To avoid any further confrontation, I asked her to get dressed and to leave. Ms. [redacted] came out of the room demanding to speak with the co owner again and I explained to her at this point no services would be rendered and that she should contact Groupon for a refund. We do not issue refunds on Groupon vouchers. The spa assistant called the co owner back since Ms. [redacted] was irate and refused to leave. The co owner asked her to leave as well. Ms. [redacted] still continued to refuse to leave our establishment and continued to talk loud and using fowl language. We then told her that if she did not leave, we would have to call the authorities. She then proceeded to walk out of the door. As she was leaving she said: "[redacted] all y'all, all y'all are some [redacted]es!"On Saturday April 22, we got a negative review from: Xelyna [redacted] on our Facebook business page. (Via Facebook we have found out this is a relative of Ms. [redacted] and have included the screenshot) We could not address her complaint since Ms. [redacted] has never had services with us nor scheduled an appointment. On Monday April 24, we received a negative review from Ms. [redacted] on Facebook. We addressed her concerns in a private message which we have included the screenshot.On Tuesday April 25, our Facebook business page was flooded with negative and obscene reviews and comments from people who were claiming to be clients of our establishment but were instead family or associates of Ms. [redacted]. We could not address any of the remaining complaints since we did not provide services to any of these persons. We, intern, had to block our Facebook page to prohibit any more negative and obscene posts. They then took to our other advertising sites, Yelp, Google Business and even reported us to the Revdex.com. This situation has ruined our online presence.  During her tirade, Ms. [redacted] gloated with a friend about how she asked her friends to write bad reviews to bring our ratings down. Screenshots of this exchange have been included as well. We have had excellent reviews until this episode.  We have serviced 100s of clients with minimal complaints all of which have been remediated until now. We have been harassed via phone as well as through our social media sites. I have included a screenshot of one of Ms. [redacted]'s associates admitting to calling us several times. We had to close our business on Tuesday, April 25th due to all the harassing calls.  We have filed a police report (Stafford police department Case # [redacted]) as well as seeking legal advice for the harassment and disorderly conduct. We have tried to be understanding to the situation and would have been more accommodating if Ms. [redacted] would have been less combative. For my safety and the safety of the spa assistant , who is 8 months pregnant, we saw no other resolution but to refuse to continue service. We have contacted our rep with Groupon and she has advised us to not have any more contact with Ms. [redacted] and that Ms. [redacted] will need to contact Groupon.

Check fields!

Write a review of Serene Retreat Spa

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Serene Retreat Spa Rating

Overall satisfaction rating

Add contact information for Serene Retreat Spa

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated