Most unpleasant and disappointing experience at Sorbet, Hillcrest Corner, Durban

<p>I have been to a few Sorbet branches over the years and have never experienced this at a Sorbet or any other professional spa. I had arranged for a medipedi for both my mom and I yesterday, Monday, 03.10.2016. Bearing in mind I work full time, have 2 children and have very little spare time to treat myself. It was meant to be a special outing for my Mom and me as she is visiting from the UK…so a spoil for both of us. Sorbet was my choice of venue for this special treat for my Mom and I….but oh what a mistake.</p> <p>We arrived, on time, however were not shown the same courtesy as one of the the******s was still busy with another pedi so we started 10 to 15 minutes later than we had booked. The one the****** was very pleasant and cheerful and chatty which was nice, the other, not so much.</p> <p>Overall the beginning of the treatment was not too bad… until…the the******s had put our feet in water to soak and wash after the treatment…however at the same time another client had come in for a treatment. At this point both the******s left us with our feet soaking and disappeared for at least 10 minutes. I was able to see behind the door and one of the the******s who had been busy with our treatments was now busy with a treatment on the client who had walked in. I left it for a few minutes however after 10 mins of my feet soaking in now what was cold water and no-one had bothered to check on us or had done anything further with our feet, I asked the owner, who so happened to be sitting there, what was happening, I explained that the treatment was already running over time and being a mom of 2 I had not planned on being more than an hour and a half. The time frame that the receptionist had indicated when I had booked the treatment, well in actual fact she had said around 1 hour. We were already running into over an hour and the treatment had not been completed nor had they painted our nails. The owner made some feeble excuse that a medipedi does take some time and they needed to explain this to customers…however I was very particular and had asked upfront the timing of this treatment. I then informed her that it was very unprofessional to take another client to complete a treatment while busy with a treatment in progress. She was surprised at this and asked the ladies what had happened. They explained that there had been a problem with the bookings and they had over booked. First of all this is not my problem, secondly this was not a cheap treatment, and thirdly it was completely unprofessional. I have never experienced this in my life. The the****** should have asked the manager or in this case the owner to resolve the matter, at least have the courtesy to explain to us what is happening and if we had the time to wait while they completed the treatment on the other client. But we were not afforded this courtesy.</p> <p>One the****** returned and proceeded to try and complete both our treatments hopping between the two of us. The second the****** finally returned and apologised. I had said to her it was very unprofessional and she was very apologetic explaining that there had been a problem with the appointments.</p> <p>My the****** completed my treatment rushing through the massage and did a slap dash job with the painting my nails. I then realised why she was in such a rush and that was due to the fact that she had another client sitting and waiting for her, for which she was running late.</p> <p>The the****** who completed my mom’s treatment took her time…at least an extra 10 minutes was spent completing her treatment. This is an indication just how rushed my treatment was ended.</p> <p>Upon paying, I voiced my dissatisfaction with my treatment and received a simple I am sorry. To top off the experience, I knew I had 100 points to use against my treatments, first off the receptionist did not ask if I would like to redeem these points, I had to ask to redeem. She then apologised and said she was not sure how to redeem and went to her hand written notes to attempt to find out to redeem. There was no manager to ask for assistance and the owner had left (might I add without addressing her staff as she had said she would do). So after her fumbling around I said not to worry as we were already VERY late due to the above mentioned proceedings.</p> <p>Upon leaving I noticed a sign saying that if you are not completely happy with the treatment you do not have to pay…well after expressing my disappointment and dissatisfaction I still paid. Clearly Sorbet do not honour their word.</p> <p>This experience has soured any further visits to Sorbet. After looking on Hello Peter I think there are many that share my sentiment. Statistics do not lie…out of 204 posts 42 had one star posts, 133 two star posts and a mere 42 were 5 star posts. Perhaps the franchisor needs to relook at the model as clearly something is amiss.</p> <p> </p> <p> </p> <p> </p> <p> </p>