Turned away at the door

Really unimpressed with an incident yesterday.

It seems that zero service recovery standards or escalation processes exist for your front of house staff.

I had the unfortunate experience of booking a treatment one week in advance only to arrive there, wait to begin my treatment and then to find out that they do not have stock for the wax I booked.

The front desk tried moving me to another spa after my appointment time had already started.

There was no offer of substitute service or recompense for time and cost incurred to arrive there and be shown away.

When I asked how can a company not keep stock when bookings are made in advance the feedback is that they do not keep safety stock and if a the****** uses too much they must just wait until later in the week.

Really?!?

Had the team sent a message earlier in the day making an attempt to reschedule and offered to make up for the bad planning, that would have shown that customer experience means something to the company but alas, this was not done.

On the contrary, I actually received a reminder sms. Could that not have been used internally to plan for your customer appointments?

The last straw resulting in this review is that the front desk lady did not send any customer service feedback and the company had the audacity to send unsolicited marketing today.

Not your best showing at all.

Hopefully you learn the basics of logistics planning for your other customers’ sake.