Appalling service: Sorbet Olivedale

I wish to bring to your attention the atrocious service I encountered at your Olivedale branch from Connie who was the the******.

Yesterday morning I made an appointment for a facial telephonically where I specified I wished to have a repeat of my last facial. The consultant on the other side of the call whom I suspect was the store manager seemed to understand and no further questions were asked and a 4pm appointment was concluded.

I arrived at 16.05 and was lead to the room by Connie. Upon arrival Connie showed me the robe for me to change. It seemed she had no intention of leaving the room while I changed and this prompted me to request her to give me space to change. Her response was "I am going to leave the room but I need you to understand that you will not get an hours treatment as I need to leave by 5pm. So you need to decide if you will have a 30 minute session or stick to the one hour which will not be an hour". After this she left the room and when she returned she asked if I had made up my mind. To this I responded with us continuing with a session for an hour, this was at around 16.15.

As Mentioned earlier I had specified the treatment in my call when I made the appointment. It came as a surprise when Connie asked me what treatment we were doing, her question was posed as "Are you doing a Dermalogica or Environ treatment?", to this my response was but I specified this in the call when making the booking. Her response was "I said are you doing Dermalogica or Environ?". My response- "We can proceed with Dermalogica. I can see your heart is not in this so I cannot proceed with a Dermalogica treatment."

Connie completed the treatment by 5pm. As can be expected, it was rushed and cold and at the end Connie indicated I was snoring, not sure what she was alluding to with this comment.

When one makes a date to have a treatment, this is meant to be relaxing and the****utic. My issue was not that my treatment had to be cut short- it was the delivery of this and the revolting nonchalant attitude from Connie as well as the nerve and audacity to tell me I was snoring. What was meant to be a relaxing experience added unnecessary drama and irritation. Through my experience with Sorbet, I know products need to be taken out/prepared beforehand so the guest knows exactly which products will be used /brand will be used as they enter the room. Over and above time being a factor, Connie was scrambling for products during the session.

I appreciate the call/action by the store manager to inform the owner of the incident which was followed by a discount of R100 and a product as a gesture of goodwill but I wish to bring this to your attention so you understand the damage your consultants bring to the core brand. I believe Connie is an experienced the******, this makes it more confusing as she should know better. All Connie was concerned/cared about was her knock off time at 5pm, as a guest and customer even I knew this as she made it crystal clear.

I don't seek any freebies or vouchers but for your Client Service/Reputation team to remember that customer experience is everything- especially during these times when one has to think twice about where /how they spend their money. Please make sure your agents do better.

Take care and keep well