MassageLuXe

Imagine this day… I am taking my 81 year old Mom and my Sister to MassageLuxe for a spa day for Mother’s day. I’ve arranged child care for my Sister’s two children and we are having a nice lunch after our treatments. My Mom can’t handle a massage because of her bones and muscle tone (she’s 81!), so we arrange a facial for her. Sounds pretty awesome… read what happened.
MassageLuxe in Fairview Heights Illinois calls me last night to confirm our appointments for 9:30 this morning. We arrive this morning and Courtney at the front desk tells us the esthetician called in sick so my Mom can’t get her treatment. I was shocked and explained that we arranged this well in advance, booked child care, and my Mom can only get a facial, so what does she intend to do to call in an esthetician to service my Mom. Courtney’s response was «I’m sorry there’s nothing I can do, can we reschedule?». I was pretty surprised at this lack of empathy or an approach to make this an exceptional customer experience, so I asked for the name and number of her manager and district manager. She said she couldn’t give them to me because of «privacy issues». I told her this is not about privacy, it is about customer service, so please call your manager and ask her what we can do to resolve this staffing issue.
Courtney called Becca Collins (the manager) and explained the situation. Becca told Courtney to tell me that she was «dealing with a family situation and there was nothing she could do for me». WHAT? This complete lack of customer care was incredibly shocking. I asked Courtney to call her manager back so I could personally speak with her and she said she couldn’t because of privacy issues. Never once did she attempt to offer us a resolution… her only response was there was nothing she could do. I asked for her district manager’s name and contact information and she would only provide his name (Jason Malacarne) but refused to provide his phone number. I told her I wanted to contact Jason to discuss this further. Never once during this discussion did I raise my voice – but I was firm and it was clear I was disappointed.
I’ve never in my life posted a negative review online, but this situation was embarrassing, extremely disappointing, and my biggest surprise was there was no desire to recover and make this a better customer experience. There are so many options available for spa services, and I chose to use MassageLuxe. Has anyone else experience this level of service from MassageLuxe?

Without a doubt the WORST massage I have ever had. 1^st off, she was late to show up, that didn’t really bother me much. But, I specifically told her the area a wanted worked and not to do anywhere else and i wanted it deep. So, she sits down on a roller chair! I knew there would be no leverage once she did that and she continued to lightly touch everywhere except the area i told her to! I couldn’t believe how bad it was. When I rub lotion or sunblock on myself for about a minute I get a better & deeper massage than this girl gave me. It was seriously unbelievably BAD! I will never return.