I am rejecting this response because: I believe they should offer a waiver for customers who would not be comfortable with some parts of a Chinese style massage (Their menus only list time frames and prices, no descriptions are given)I, for one was startled when she pulled down my panties without asking me beforehandHere I am lying on my stomach and startled I felt very uncomfortable with someone easily encroaching into my personal space As for the kind of “acupuncture” that she mentions in her reply, I am not alone in my thoughts A quick read of some their reviews on [redacted] are similar experiences [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Her defense about how I did not ask for a receipt? As customers, we have been accustomed to businesses providing a receipt for our purchases It very seldom when the customer has to ask for one When I called and made the appointment for the massages, there was no mention specifically for a couples massageThis was an assumption on their partA simple question when we arrived such as is this for-a-couples-massage? Would have been sufficient She wrote: The "roughing up of the hair" is a scape massageYes, that is correct I received a scraping of my scalp rather than a relaxing scalp massageNot at all comfortable and along with her yawning during my service is when I had enough and I wanted to leave Her reply of: The customer did not express any of her concerns at that time and nor did her companion This is untrue because I expressed my disappointment when explained why I wanted part of our money back and the reason why I was shortening the length of time Her only responses after hearing my complaints were “Oh you do not like Asian massage and what about the tip? That is when I left feeling very disgusted by our whole experience Now, [redacted] *** does not think an additional refund is warranted because the customer had a different expectation of what a Chinese style massage involved? Pulling down my panties was not part of the relaxing massage experience I expectedWe should receive our refund due to the horrible experience we received and now with the hassle for the refund
To whom it may concern, In reference to complaint ID *** (complaint about massage business) I am sorry to hear the customer was not happy with our serviceWe have so many repeat customers it is actually easy for me to remember this occasion because they were new to our storeI won't respond
to every detail of her complaint because I was not in the room but I can answer most key points* Most of our reviews are positive * Our policy is to charge upfront as a "majority" of independent (non chain stores) do* No receipt was asked for and most of our clients don't request one* We placed the clients in the sole couples room because when they made the appointment "they" asked for a "couples" massage* Yes the commercial grade carpet is very worn but it is vacuumed daily prior to the start of the business day* That is not exposed drywall at the top of the 3/wallWhen I first took over the store I responded to the comments made by customers that there was distracting noise from the lobby, break room, and laundry roomSo we decided to place foam-board above the 3/wall in some areas* All persons who work at our store have a Certificate from a massage school indicating they have received proper training (typically about hours)* As is the practice with a standard Chinese style massageNo oil is applied initially and accu-pressure is used to loosen the musclesDepending on the amount of muscle tension detected by the therapist this can last about to minutes before any oil is applied and the massage continues* The "roughing up of the hair" is a scape massage and is also traditional in Chinese style massage which I think the customer has never experienced before based on her commentsThe customer is correct in that I did ask about the massage when I provided the $refundThe customer did not express any of her concerns at that time and nor did her companionI do not think an additional refund is warranted because the customer had a different expectation of what a Chinese style massage involvedSincerely, *** ***
Again, I am very sorry the customer had a bad experience. Had she expressed such "extreme" concern at the end of the massage we would have tried to accommodate her in some way, as opposed to just indicating at the time the massage was not to her liking. I tried to address all of her concerns in my last response and I see no need to restate my position or the key points.I have been an owner/operator for over 3 years and trained/licensed for 4 years. I understand the need to have qualified masseuse and the person who did her massage completed her training two years ago and been actively working since that time. Frankly, I find it insulting that a person without such training would criticize something they know little about just because "their" expectations were not met. In reading her rejection of my response she mentions I said something about "acupuncture" . Nowhere in my response did I say anything about acupuncture and it makes me think she must have other complaints filed and has gotten mixed up. The vast majority of Chinese and other styles of massage are performed without clothing with typically a sheet or towel placed over areas not being activity massaged (typically to keep the client warm). As she stated in the initial complaint the panties were moved half way down as the masseuse stated she was going to massage that area. The client did not want that area massaged and the masseuse stopped, end of story.Frankly, I wonder why she decided to select our store after she has listed so many bad reviews that she uncovered on [redacted]. Could it be, as I said before, the majority of "our reviews are positive" and we maintain a 4 Star rating on [redacted]! It would seem this customer likes a "certain style of massage" and once she finds a store that offers that she should not judge other establishments for not providing "that style" when she failed to indicate at the start what she expected or wanted.I wish we could have satisfied the clients needs and concerns and I am saddened that it has resulted in this.
I am rejecting this response because:
I believe they should offer a waiver
for customers who would not be comfortable with some parts of a Chinese style massage. (Their menus only list time frames and prices, no descriptions are given). I, for one was startled when she pulled down
my panties without asking me beforehand. Here I am lying on my stomach and startled. I felt very uncomfortable with someone easily
encroaching into my personal space.
As for the kind of “acupuncture” that she mentions in her
reply, I am not alone in my thoughts. A
quick read of some their reviews on [redacted] are similar experiences.
[redacted] [redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Her defense about how I did not ask for a receipt? As customers,
we have been accustomed to businesses providing a receipt for our purchases. It very seldom when the customer has to ask
for one.
When I called and made the appointment for the massages, there
was no mention specifically for a couples massage. This was an assumption on
their part. A simple question when we arrived such as is this for-a-couples-massage?
Would have been sufficient.
She wrote: The "roughing up
of the hair" is a scape massage. Yes, that is correct. I received a scraping of my scalp rather than
a relaxing scalp massage. Not at all comfortable and along with her yawning during
my service is when I had enough and I wanted to leave.
Her reply of: The customer did not
express any of her concerns at that time and nor did her companion.
This is untrue because I expressed
my disappointment when explained why I wanted part of our money back and the
reason why I was shortening the length of time.
Her only responses after hearing my complaints were “Oh you do not like
Asian massage and what about the tip? That is when I left feeling very disgusted
by our whole experience.
Now, [redacted] does not think an additional refund is
warranted because the customer had a different expectation of what a Chinese
style massage involved?
Pulling down my panties was not part of the relaxing
massage experience I expected. We should receive our refund due to the horrible
experience we received and now with the hassle for the refund.
I am rejecting this response because: I believe they should offer a waiver for customers who would not be comfortable with some parts of a Chinese style massage (Their menus only list time frames and prices, no descriptions are given)I, for one was startled when she pulled down my panties without asking me beforehandHere I am lying on my stomach and startled I felt very uncomfortable with someone easily encroaching into my personal space As for the kind of “acupuncture” that she mentions in her reply, I am not alone in my thoughts A quick read of some their reviews on [redacted] are similar experiences [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Her defense about how I did not ask for a receipt? As customers, we have been accustomed to businesses providing a receipt for our purchases It very seldom when the customer has to ask for one When I called and made the appointment for the massages, there was no mention specifically for a couples massageThis was an assumption on their partA simple question when we arrived such as is this for-a-couples-massage? Would have been sufficient She wrote: The "roughing up of the hair" is a scape massageYes, that is correct I received a scraping of my scalp rather than a relaxing scalp massageNot at all comfortable and along with her yawning during my service is when I had enough and I wanted to leave Her reply of: The customer did not express any of her concerns at that time and nor did her companion This is untrue because I expressed my disappointment when explained why I wanted part of our money back and the reason why I was shortening the length of time Her only responses after hearing my complaints were “Oh you do not like Asian massage and what about the tip? That is when I left feeling very disgusted by our whole experience Now, [redacted] *** does not think an additional refund is warranted because the customer had a different expectation of what a Chinese style massage involved? Pulling down my panties was not part of the relaxing massage experience I expectedWe should receive our refund due to the horrible experience we received and now with the hassle for the refund
To whom it may concern, In reference to complaint ID *** (complaint about massage business) I am sorry to hear the customer was not happy with our serviceWe have so many repeat customers it is actually easy for me to remember this occasion because they were new to our storeI won't respond
to every detail of her complaint because I was not in the room but I can answer most key points* Most of our reviews are positive * Our policy is to charge upfront as a "majority" of independent (non chain stores) do* No receipt was asked for and most of our clients don't request one* We placed the clients in the sole couples room because when they made the appointment "they" asked for a "couples" massage* Yes the commercial grade carpet is very worn but it is vacuumed daily prior to the start of the business day* That is not exposed drywall at the top of the 3/wallWhen I first took over the store I responded to the comments made by customers that there was distracting noise from the lobby, break room, and laundry roomSo we decided to place foam-board above the 3/wall in some areas* All persons who work at our store have a Certificate from a massage school indicating they have received proper training (typically about hours)* As is the practice with a standard Chinese style massageNo oil is applied initially and accu-pressure is used to loosen the musclesDepending on the amount of muscle tension detected by the therapist this can last about to minutes before any oil is applied and the massage continues* The "roughing up of the hair" is a scape massage and is also traditional in Chinese style massage which I think the customer has never experienced before based on her commentsThe customer is correct in that I did ask about the massage when I provided the $refundThe customer did not express any of her concerns at that time and nor did her companionI do not think an additional refund is warranted because the customer had a different expectation of what a Chinese style massage involvedSincerely, *** ***
Again, I am very sorry the customer had a bad experience. Had she expressed such "extreme" concern at the end of the massage we would have tried to accommodate her in some way, as opposed to just indicating at the time the massage was not to her liking. I tried to address all of her concerns in my last response and I see no need to restate my position or the key points.I have been an owner/operator for over 3 years and trained/licensed for 4 years. I understand the need to have qualified masseuse and the person who did her massage completed her training two years ago and been actively working since that time. Frankly, I find it insulting that a person without such training would criticize something they know little about just because "their" expectations were not met. In reading her rejection of my response she mentions I said something about "acupuncture" . Nowhere in my response did I say anything about acupuncture and it makes me think she must have other complaints filed and has gotten mixed up. The vast majority of Chinese and other styles of massage are performed without clothing with typically a sheet or towel placed over areas not being activity massaged (typically to keep the client warm). As she stated in the initial complaint the panties were moved half way down as the masseuse stated she was going to massage that area. The client did not want that area massaged and the masseuse stopped, end of story.Frankly, I wonder why she decided to select our store after she has listed so many bad reviews that she uncovered on [redacted]. Could it be, as I said before, the majority of "our reviews are positive" and we maintain a 4 Star rating on [redacted]! It would seem this customer likes a "certain style of massage" and once she finds a store that offers that she should not judge other establishments for not providing "that style" when she failed to indicate at the start what she expected or wanted.I wish we could have satisfied the clients needs and concerns and I am saddened that it has resulted in this.
I am rejecting this response because:
I believe they should offer a waiver
for customers who would not be comfortable with some parts of a Chinese style massage. (Their menus only list time frames and prices, no descriptions are given). I, for one was startled when she pulled down
my panties without asking me beforehand. Here I am lying on my stomach and startled. I felt very uncomfortable with someone easily
encroaching into my personal space.
As for the kind of “acupuncture” that she mentions in her
reply, I am not alone in my thoughts. A
quick read of some their reviews on [redacted] are similar experiences.
[redacted] [redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Her defense about how I did not ask for a receipt? As customers,
we have been accustomed to businesses providing a receipt for our purchases. It very seldom when the customer has to ask
for one.
When I called and made the appointment for the massages, there
was no mention specifically for a couples massage. This was an assumption on
their part. A simple question when we arrived such as is this for-a-couples-massage?
Would have been sufficient.
She wrote: The "roughing up
of the hair" is a scape massage. Yes, that is correct. I received a scraping of my scalp rather than
a relaxing scalp massage. Not at all comfortable and along with her yawning during
my service is when I had enough and I wanted to leave.
Her reply of: The customer did not
express any of her concerns at that time and nor did her companion.
This is untrue because I expressed
my disappointment when explained why I wanted part of our money back and the
reason why I was shortening the length of time.
Her only responses after hearing my complaints were “Oh you do not like
Asian massage and what about the tip? That is when I left feeling very disgusted
by our whole experience.
Now, [redacted] does not think an additional refund is
warranted because the customer had a different expectation of what a Chinese
style massage involved?
Pulling down my panties was not part of the relaxing
massage experience I expected. We should receive our refund due to the horrible
experience we received and now with the hassle for the refund.