Coco vogue Durbanville Ruined Birthday experience

Truly an ********** customer experience my partner and I faced at your Durbanville branch this past Saturday at approximately 4:00 PM. This visit, intended as a birthday treat, was met with a complete lack of professionalism and disregard for client comfort.

We arrived 15 minutes early, as instructed for our appointment at 4pm on Sat 21 March. Mind you, when we were waiting to approach the reception desk there were already 2 sets of couples complaining which should've been our first red flag, but were subjected to an initial wait time of over 10 mins which we were fine with that later turned into an hour and 40 minutes of us just sitting there, progressing to nearly almost two hours before any service was provided.

During this time, there was no proactive communication or apology from the management for the duration of time we've been sitting there, their attitudes were more like they were doing us a favor as if we didn't pay for the service.

The situation further deteriorated when we were directed into a room where another couple was present and busy getting dressed! The look of absolute shock on all our faces as we stood there frozen in disbelief and utter disregard from the the****** in a complete breach of privacy, leading to significant discomfort for both me and my partner as well as the couple awkwardly trying to put on their clothing as quickly as possible. The jaw dropper was the the****** telling us that we need to get undressed and another random couple will be joining us in the same room! We made it very clear that this was unprofessional and uncomfortable and we're not advised that we would be sharing. I've been for many spa treatments at different places in Cape Town but have never shared a massage room with random strangers, EVER! The shocking part was that the the****** looked confused as if she couldn't understand what we were on about like they do this daily!!! We both got factory workshop vibes like yes, the massage is cheap and affordable but let's give it the cheap authentic feel as well. Awe struck!

We were then escorted back to the main building to wait a further 43 minutes for a private room to become available another couple was using.

Eventually, at 17:26 we were taken into the room, both of us already boiling with rage only to be told that even the the voucher clearly states either a Swedish massage or a CBD rub, we were then immediately told that if we wanted the CBD rub it would cost us each an additional R100 or R250 and we keep the little bottle when they're done. None of this was stated on the voucher saying that we needed to pay in extra should we opt for the CBD oil instead. I even confirmed with reception making sure that this was included and there was no additional charges as the voucher states we can have either of the two.

When she said that I've unfortunately reached my boiling point! I got so worked up and both of us ended up leaving dissatisfied and not even wanting the massage we waited almost 2 hours for. We just got up, got dressed and left.

Which was supposed to be a relaxing birthday treat for my partner turned into a complete disregard for the client service experience and not to mention breach of privacy where there wasn't even initiative taken to inform us the rooms were being shared which at that point we would've already told them no!

I feel like I was ****med out of time and money, not to mention the fact that coco cannot manage time making us over two hours late for our next appointment.

I am completely disgusted by your uninformed and unqualified staff who instead of creating a pleasant, welcoming and relaxing environment chooses to be confrontational with clients. And I'm not just speaking about us, I'm talking about us standing there and watching other clients complaining in front of us.

I've read the reviews and saw there were many other clients complaining about uncomfortable experiences having these "the******s" making them share rooms with other couples.

This would've been my second time at Coco also with us having to wait. Their service was tolerable but they've seemed to reach a new low with my very recent experience.