Skin Sense, Inc.

I tried to provide feedback via the feedback form that was sent to me from Skin Sense, however, the site or submitter process is not working properly so I wanted to include somewhere it could be seen:

1. This feedback form is elementary and does not capture the customers experience.
2. The only reason I visit this spa/location anymore is b/c of the therapist. She is amazing at what she does and has always provided exceptional customer service.
3. The management or ownership has changed and it is very noticeable, not in a positive way. I have numerous friends and co-workers that visit this location and they are all saying the same things:
- the front desk staff is not as pleasant/friendly as past staff members and they change so frequently. They do not greet customers in an acceptable manner. They do not offer to walk you back to the lounge anymore. They are not knowledgeable about the services offered, pricing, point system, birthday month specials. It is not the skin sense spa experience that it once was, sadly.
- the front counter is now cluttered with an extremely large gratuity box (where the label is peeling off indicating what this large object is for) - this is excessive and it is not a bar, the therapists don't need a "tip jar".
- There continues to be these impromptu changes made with points and how you can use them and earn them. The system that worked so nicely before and really offered customers extra incentive to choose Skin Sense is now so confusing and muddy that the staff has no clue how to interpret what the point system even is and it is no longer a value add to offer to customers.
- The pricing went up with no notification. It is not the proper time to tell a client/customer that the service they just received price was increased and charge them the increased fee - on the spot. However, a more proper approach would be to let the repeat customers know at time of booking about a price increase, if that was not done then to make them aware upon their next visit that the price has been increased and the next visit to expect it. Customer/Clients do not like price shock after what should be a relaxing experience. Most customers attend this spa for the comfort of what it once offered.
- Birthday month special, this changed to. I was a witness to this change during my visit on the 29th. I was purchasing a product and asked what the birthday discount was (it's only once a year and I always have an idea of what the discount is but asked to double check). It was then called out by the new manager that they didn't do that anymore. Excuse me?? The staff, one was checking me out and another was right behind her looked at the manager as if she had 4 heads. They both were in shock (as was I) and asked when this happened and they both stated they had been giving birthday discount to everyone who's birth month it was. The manager stated "remember, we just had a meeting about it this week." As if it was just changed on Monday. Then I was charged full price, no birthday discount based on her decision in a meeting earlier in that week, without properly educating the staff. This was poor management and should have been handled very differently. The customer should have received the discount and it mentioned moving forward this was being stopped. Then after the customer left (as to not embarrass the front desk staff) to inform the staff that based on review in a meeting this was no longer being offered.
- the lounge is no longer offered with hot tea and fresh fruit or mints like it once was. It is the little things that the customer notices and that makes the overall experience pleasurable. Taking these types of things away is only adding dis-service to the customers as those little things were small luxuries.

I really hope this reaches the right management or owners as they need to be aware of how downhill their customers experience is. They will start to dwindle off, poor customer service and being cheap is never a winning business strategy, especially in the spa world. I hope the therapists as employees are treated exceptional, as they should be. If not, losing really good therapist will be detrimental.

I have tried to make contact with the owner in the past since new management took place but was never called back and I begin to think the message was probably never even received.

First of all let me begin by stating that [redacted] at the Brier Creek location provided the absolutely best massage I have ever experienced at Skin Sense. I received a gift card as a birthday gift and on January 19 scheduled the service to use gift card. Prior to receiving the service the gift card was given to the young lady at her request. I received my 50 minutes of heavenly relaxation and pampering. After my session and hanging out a bit, I headed to check out. [redacted] greeted me with a "How was everything?" while the other young lady whom I can't remember her name, interjected with "This gift card has been used on December 31, do you have another method of payment?". All relaxation immediately turned to stress and tension, as I am trying to explain to her there is no way because I had it in my position on December 31. [redacted] professionally tryed to handle the situation opposed to the other young lady who is only trying to convince that there system reflects it was used on December 31. She couldn't tell me whom redeemed it nor what service was provided. Keeping in mind, there was a gentleman whom the young lady was engaged in conversation prior to my arrival witnessing the exchange. After the young lady wasn't able to convince me the gift card had been used combined with my failed attempt to convince her that it hadn't, she utilized [redacted] who is their technical support person (not in a customer friendly way, however moreso to convince that I am attempting to use a card that has already been redeemed). She and [redacted] shared code talk, and after about 5-10 the issues was resolved. The young lady at that time became very apologetic because it was an error on there end. At this point it was a little too late. I was already embarrassed and felt belittled. I immediately called to file a complaint and spoke with [redacted] at the other Raleigh location. [redacted] then called me back and assured me that she had spoken to [redacted] who is the spa director, and she would be giving me a call soon. That was around 12:30 or 1:00 the same day and I have yet to hear from [redacted] I called back on January 20 and spoke with [redacted] to get a contact person over [redacted] and she informed me that her name is [redacted] however she could not provide any other information but I can google it. For the prices of the services that are provided, customer service should not be a barrier from rendering 100% satisfaction experience. Whenever the young lady discovered what she thought to be an already redeemed gift card, she could have contacted [redacted] then jist to make sure since the normal procedure is to collect the gift card from the customer and I am providing one. There are multiple ways this situation could have been handled differently. It is also, disheartening that [redacted] who ot seems represents the company on behalf of the owner has not even attempted to contact me. I really like Skin Sense and it is unfortunate that I will never return, purchase a gift card or recommend to friends or family.

I tried to provide feedback via the feedback form that was sent to me from Skin Sense, however, the site or submitter process is not working properly so I wanted to include somewhere it could be seen: 1. This feedback form is elementary and does not capture the customers experience.
2. The only reason I visit this spa/location anymore is b/c of the therapist. She is amazing at what she does and has always provided exceptional customer service.
3. The management or ownership has changed and it is very noticeable, not in a positive way. I have numerous friends and co-workers that visit this location and they are all saying the same things:
- the front desk staff is not as pleasant/friendly as past staff members and they change so frequently. They do not greet customers in an acceptable manner. They do not offer to walk you back to the lounge anymore. They are not knowledgeable about the services offered, pricing, point system, birthday month specials. It is not the skin sense spa experience that it once was, sadly.
- the front counter is now cluttered with an extremely large gratuity box (where the label is peeling off indicating what this large object is for) - this is excessive and it is not a bar, the therapists don't need a "tip jar".
- There continues to be these impromptu changes made with points and how you can use them and earn them. The system that worked so nicely before and really offered customers extra incentive to choose Skin Sense is now so confusing and muddy that the staff has no clue how to interpret what the point system even is and it is no longer a value add to offer to customers.
- The pricing went up with no notification. It is not the proper time to tell a client/customer that the service they just received price was increased and charge them the increased fee - on the spot. However, a more proper approach would be to let the repeat customers know at time of booking about a price increase, if that was not done then to make them aware upon their next visit that the price has been increased and the next visit to expect it. Customer/Clients do not like price shock after what should be a relaxing experience. Most customers attend this spa for the comfort of what it once offered.
- Birthday month special, this changed to. I was a witness to this change during my visit on the 29th. I was purchasing a product and asked what the birthday discount was (it's only once a year and I always have an idea of what the discount is but asked to double check). It was then called out by the new manager that they didn't do that anymore. Excuse me?? The staff, one was checking me out and another was right behind her looked at the manager as if she had 4 heads. They both were in shock (as was I) and asked when this happened and they both stated they had been giving birthday discount to everyone who's birth month it was. The manager stated "remember, we just had a meeting about it this week." As if it was just changed on Monday. Then I was charged full price, no birthday discount based on her decision in a meeting earlier in that week, without properly educating the staff. This was poor management and should have been handled very differently. The customer should have received the discount and it mentioned moving forward this was being stopped. Then after the customer left (as to not embarrass the front desk staff) to inform the staff that based on review in a meeting this was no longer being offered.
- the lounge is no longer offered with hot tea and fresh fruit or mints like it once was. It is the little things that the customer notices and that makes the overall experience pleasurable. Taking these types of things away is only adding dis-service to the customers as those little things were small luxuries.
I really hope this reaches the right management or owners as they need to be aware of how downhill their customers experience is. They will start to dwindle off, poor customer service and being cheap is never a winning business strategy, especially in the spa world. I hope the therapists as employees are treated exceptional, as they should be. If not, losing really good therapist will be detrimental.
I have tried to make contact with the owner in the past since new management took place but was never called back and I begin to think the message was probably never even received.","neg-1

I made an appointment for wednesday. when I arrived they said my appointment was on the previous day. They charged my debit card for their error. On May 25th, my sister in law, [redacted] gave me a gift card to Skin Sense On Wed, Oct 14 I had a massage appointment at Skin Sense, A Day Spa, 6801 Falls of Neuse Rd #130, Raleigh, NC XXXXX. When I called for directions before my appointment I was told that my appointment was scheduled for Tue, Oct 13. They charged my [redacted] debit card for the price of the massage $85.00. I am 100% positive I had the correct day. No question. My calendar that week was full. My sister-in-law, [redacted] felt responsible so she contacted Skin Sense to try to straighten it out. [redacted] went to the Skin Sense at Brier Creek and talked to a manager, [redacted], in person on Oct 14. First Ms.[redacted] said my appointment was for Tues, Oct 13 AND THEN she said my appointment was for Mon, Oct 12! Ms.[redacted] told us to call the manager at the location of the appointment. [redacted] called and talked to [redacted] (Manager) at Falls of Neuse location same day Oct. 14. [redacted] told her that everything was fine and that I already booked another appointment. This was NOT TRUE. Everything was not fine and I DID NOT book another appointment. [redacted] offered me another service in lieu of crediting my debit card. I was not interested in that particular service. I told her that I would think about it and call her back in a few days...never committing to the alternative and "lesser valued" service [redacted] asked to speak to the owner, [redacted] Oct 14. Ms.[redacted] was unavailable and [redacted] asked for a call back. One week later, Oct 21 STILL no response from the owner. [redacted] called Ms.[redacted] again on Oct 21. She was told Ms.[redacted] would return her call in a little while. No call backagain. Skin Sense is not admitting it was their mistake. While I understand their policy of being charged for a no-show, in this case it was their (Skin Sense) mistake and I am still being charged for a service I did not receive. It seems a little too convenient to say I had the wrong day. Especially when they said my appointment was scheduled for two other different days! /////Desired SettlementThe truth and a full refund /////Business Response [redacted] had an appointment scheduled for October 12th. He did not show up to the appointment. We charged his card in Millennium per our cancellation policy. He called saying that he had scheduled his appointment for the 13th, and not the 12th. I explained to him how confirmations were done via email and we had the correct email address for him. I also explained our cancellation policy when he booked the appointment. This is our policy for all customers booking appointments with us by calling. Our cancellation policy is in our brochures and on our website. To compensate, I offered to reschedule his appointment and give him a complimentary salt cave visit. He understood and that was where the conversation ended. His wife called later that day or the next day upset that we had charged the card. I explained to her about the cancellation policy as well, but she insisted that he would never have scheduled it on the 12th. She never said anything about her Brier Creek visit to the Spa Director. Corporate was never informed she was told two about two different appointments. I apologized to her about the confusion, and told her what her husband and I discussed. She became irate, saying we should have refunded it because he again would never have scheduled it on a day he could not come in. I confirmed the email we had on file with her and explained to her how our confirmations are now done via email. She was still angry when we got off the phone.We allowed the chargeback to be approved from the credit card merchant services due to their request. Our sincere apologies for this confusion to the clients and it is unfortunate this happened. We strive to make sure we provide the best customer service and hope we have the pleasure of the client returning to Skin Sense, a day spa.

Services paid for not delivered. Wait with no explanation for 40 minutes, left in waiting room. caused extreme anxiety and no concern/care of managerMy daughter and I have suffered a number of deaths in the family and thought we would come for a relaxing day at the spa. When we booked the appt we were told what time to show up. Later that day, I called to cancel one of the services which the staff agreed to do. However, at no time did anyone advise that this would change the time of arrival. So we showed up and were sent to a room where we waited for a very long time. Had to wal outside of the room after 40 minutes to be advised that there were another 40 minutes before our appt! Something they could perhaps have mentioned upon arrival. Anxiety started to raise and we decided to go back out and ask (not offered anything) if we could move the salt spa up so we wouldn't have to sit for 40 minutes. Went into the salt cave to find that it was another place on our own to sit and wait with no explanation and chairs were broken. More anxiety and by now we were not going to be able to relax. Manager insisted that it was "too bad" because we should have known all of this and there was nothing she could do. She also began making excuses to demonstrate that WE were the problem, not them. I would like a credit in full as the staff there at the front desk was extremely condescending and rude and we did not receive services. Desired SettlementRequest credit in full.

First of all let me begin by stating that [redacted] at the Brier Creek location provided the absolutely best massage I have ever experienced at Skin Sense. I received a gift card as a birthday gift and on January 19 scheduled the service to use gift card. Prior to receiving the service the gift card was given to the young lady at her request. I received my 50 minutes of heavenly relaxation and pampering. After my session and hanging out a bit, I headed to check out. [redacted] greeted me with a "How was everything?" while the other young lady whom I can't remember her name, interjected with "This gift card has been used on December 31, do you have another method of payment?". All relaxation immediately turned to stress and tension, as I am trying to explain to her there is no way because I had it in my position on December 31. [redacted] professionally tryed to handle the situation opposed to the other young lady who is only trying to convince that there system reflects it was used on December 31. She couldn't tell me whom redeemed it nor what service was provided. Keeping in mind, there was a gentleman whom the young lady was engaged in conversation prior to my arrival witnessing the exchange. After the young lady wasn't able to convince me the gift card had been used combined with my failed attempt to convince her that it hadn't, she utilized [redacted] who is their technical support person (not in a customer friendly way, however moreso to convince that I am attempting to use a card that has already been redeemed). She and [redacted] shared code talk, and after about 5-10 the issues was resolved. The young lady at that time became very apologetic because it was an error on there end. At this point it was a little too late. I was already embarrassed and felt belittled. I immediately called to file a complaint and spoke with [redacted] at the other Raleigh location. [redacted] then called me back and assured me that she had spoken to [redacted] who is the spa director, and she would be giving me a call soon. That was around 12:30 or 1:00 the same day and I have yet to hear from [redacted] I called back on January 20 and spoke with [redacted] to get a contact person over [redacted] and she informed me that her name is [redacted] however she could not provide any other information but I can google it. For the prices of the services that are provided, customer service should not be a barrier from rendering 100% satisfaction experience. Whenever the young lady discovered what she thought to be an already redeemed gift card, she could have contacted [redacted] then jist to make sure since the normal procedure is to collect the gift card from the customer and I am providing one. There are multiple ways this situation could have been handled differently. It is also, disheartening that [redacted] who ot seems represents the company on behalf of the owner has not even attempted to contact me. I really like Skin Sense and it is unfortunate that I will never return, purchase a gift card or recommend to friends or family.","neu-1