SRM: poor customer service

[olsonraymond]

It happened again!

I posted several months ago about a session I booked at SRM where I waited for 15-20min and the attendant did not show up. I changed, demanded my money back and left the premises.

I can't believe that after months of considering returning, I get shafted again on my first visit to SRM in several months. I must have extreme bad luck or this place is just the way it is. I booked an afternoon session with Giselle. Joy led me to the room and left me with reassuring words that she'll be calling Giselle in shortly.
I showered, dried off and waited and waited....waited for almost 20 min and I was thinking "this can't be happening AGAIN!"
There was not even a courtesy notice from anyone that Giselle is running late. This place should learn how to manage customer's expectations.
Needless to say I changed and demanded my money back and left the place pissed off AGAIN!

The next time I see a post claiming that SRM has excellent customer service, I'll be on the floor laughing.

X

 

[Anna P]

Maybe you should call the Better Business Bureau.

 

[DarkAngelAlliance]

When you leave all pissed off but still craving a pop. Do you go visit another MP or you head home and squeeze one off?

 

[mick7945]

You must have the worst luck in the world.
I've been to SRM many times (50-100) and this has never happened to me.
Talk to Joy about it. She'll make it right if it's their mistake.

 

[maria41986]

Not that I condone making people wait, but 20 mins in this business isn't that uncommon. If you can't wait that long then you will very often be disappointed.

 

[PC ANTAGONIST]

You arrived @ our spa at 2:55, I smiled and said Hi, Do you have an appointment you said yes with Giselle. I looked in the appointment book and said your appointment is for 3:15 you said yes. I said ok just have a seat because Giselle is busy for another 10 minutes ,and offered you a bottle of water you said no thanks. It was a little busy at the time. Got everyone taken care of @ 3:05 I said to you I can set you up in a room now if you like. You said ok and followed me to a room I collected your money turned on the shower kissed you on the cheek and said enjoy your stay Giselle won't be long .3:18 you were standing @ the front desk, dressed asking for your money back that was 9 minutes I'm
Giselle came to the front desk @3:20 said Joy where is my client. I said thats him leaving as you were closing the door behind you.

Can someone help me out here, don't know what I did wrong.

Thanks
Joy

 

[wicked_bunny6669]

Dr. Joy... was Giselle late or not? I think that is the main question. If she was late... then you guys are at fault. Otherwise... I guess the customer was just impatient. I don't mind waiting maybe 10 minutes at the most.

Even by your account... Giselle was 15 minutes late. Although the "client" may have over-reacted when he wrote that message because he was probably still annoyed... the fact remains he wasn't far from the truth.

I know from your perspective it may seem major overkill... but remember we are paying quite a lot of money for a session from your ladies.

 

[Karen C]

No DFK.

 

[Spicey Meatball]

Wait a minute... (no pun intended).

The appt was at 3:15 and he left at 3:18 and she was available at 3:20? Just because he was there early doesn't mean he should expect her to be ready early.

Doesn't sound any fault of SRM to me.

 

[sazzle]

Thanks Dave

 

[sarci]

Absolutely right Dave !

I'm sorry, but waiting 5 minutes past the appointment time is NOT unreasonable.

Anybody who's been to SRM knows Joy always looks after her clients, and tries to keep everybody happy.

JOY: I'm glad you've stated your case. Some of these guys use massageplanet.net as a way to vent, out of some idea the world "owes" them somehow.

I'm not unconvinced many are just looking to have future door fees waived

 

[lilly of the valley]

It's good to hear the other side of the story, although we don't know what the truth is. But waiting for 15 minutes at an MP is not uncommon. If you don't have that much time to spare, maybe this hobby is not for you.

 

[miguel]

I think it is funny that we are so thrilled that an MPA isn't a clock watcher, and that a session may go a few minutes over to make sure we are happy, but we expect that the attendant will be ready for our appointment on the minute.

 

[Brendon Knows Best]

Absolutely nothing Joy. Really bizzarre that someone leaves in a huff 3 minutes past his appointment time.

Thanks for setting the record straight.

 

[Dr House farted.]

I've been to SRM a couple of times. Each of my visits have been professional and almost worth the cost (ie time and money). But that's for another post ...

The ladies have been extremely friendly and pleasant. I won't lie. I was asked to wait inside a room like X, and it did take the young lady a disproportionate amount of time (as far as I am concerned) to attend. However, I took this as one of the inherent defects of the nature of the business. Most ladies, if it is an exorbitant amount of time, simply apologize at the start of the session and that is that. It's a courtesy - but you have to make it that far to get your apology

While I think you had a circumstance that isn't unique X, I think you could have also had it redressed while you were at the establishment. Which, it looks like you did, cuz apparently Dr Joy is the one in charge and she did give you back your money *shrugs*

It really is too bad that you didn't work things out with them and enjoy some of the better things they have to offer, besides wait time.

I remember once, I even suggested to one of the young ladies that they should leave a magazine in each of the rooms, just to kill off that kind of "down time". Guess they might want to revisit that suggestion, now that it's been made more openly.

Q.

 

[Tee<3]

This thread just reminds me why I never make appointments. I just walk in and see who is working.
Allure has magazines in the room for you to peruse while you wait. Its a good idea.

 

[Michael H]

SRM is one of the classiest spa in the GTA. Its elegant d

 

[mack_9]

I generally don't make appointments - actual, come to think of it, I never have. Anyway, I find the norm is to be shown to the room by the MPA who then leaves while you undress and shower. For 15 minutes to elapse is not unreasonable before the lady returns. My understanding is for that 15 minutes, the lady is cleaning up the room or taking a quick w/r break.

As I read Dr Joys post, Giselle finished up at 3:05 - as Joy had told this guy she would. For Giselle to show up at the desk at 3:20 asking where her client was seems to me to be perfectly normal timing.

If he was at the desk asking for a refund 3 minutes after his appoinment time, I can only guess that he started to dress as soon as his watch said 3:15. The ONLY time I get upset is when the lady starts the clock before the message starts.

 

[desperatehw]

IMHO, SRM customer service is second to none...

Joy, just take what happened as a grain of salt...

 

[Penny]

------------------------
You arrived @ our spa at 2:55, I smiled and said Hi, Do you have an appointment you said yes with Giselle. I looked in the appointment book and said your appointment is for 3:15 you said yes.
------------------------

First of all I called SRM for a 3:00p appointment with Giselle which was accepted. Not 3:15!
You maybe right about me arriving at your spa at 2:55p but I thought it was a few minutes earlier. When I was left in the room the clock showed 2:55p. And I grew tired of waiting and left shortly after 3:15p. I don't think my actions were unreasonable for leaving because I can't remember the last time I waited that long in another spa without a courtesy notice.

And you forgot to mention the part when I was at the front desk asking for my money back that you admitted that Giselle WENT OVER her time from her last appointment. I don't think that was my problem.