R J.
Yelp
Really frustrating experience here today. I had a deep tissue massage and facial scheduled today. I am in the midst of chemo and wanted to really treat myself. I made the appointment weeks ago and they have a policy that they can't do deep tissue if you're having chemo ( though I cleared it with my MD and told them that when booking my appointments; scheduling staff said I could decide what type of massage I wanted when I arrived)). I arrive today and my masseuse tells me she won't do a deep tissue massage only oncology ( I was ok with this, I wanted to escape my head space so didn't care). The massage was pleasant. After my massage, before I even got up from the table, when I most most relaxed, the masseuse tells me that IO won't allow me to have my scheduled facial because I'm getting chemo- what?! I was just at IO 3 months ago for a facial ( was getting chemo then too and no one said that there was a policy regarding facials and chemotherapy). Today, the manager and masseuse chalked it up to "an over sight" and I'm really irked. I was mad as hell, but didn't want to make a stink, and feel I should have been compensated in some way- either a rain check or discount on today's service, but as I was checking out they offered me dried apricots??!? I'm pretty frustrated ( an understatement) both that such an oversight should occur ( are the front desk staff not properly trained? Is there too much turnover due to COVID?), and equally irritated that what I thought was the best place in Marin for a facial, is dropping the ball in this way! As a wellness based business, if you disappoint a loyal customer like this, you should at least make an effort to right the wrong. Poor front desk communication, attention to detail and an awful inability to make the customer feel taken care of (especially when a small business, in a time when small businesses may be struggling- they did have to shutter their SF location post lock down)! Not. Ok.