I bought 6 vouchers from Metrodeal for a 90min Foot Pampering including Foot Spa, Scrub, Massage, Pedicure and Polish at Naturelle Hair & Nail Spa and chose their Las Pinas Branch. I tried to contact them last week so I can schedule on Saturday, Jan 21, because I have an event to attend on Sunday, Jan22.
I tried calling their landline but its not accessible. I texted them thru their cellphone number. I got no confirmation. I tried calling their cellphone a lot of times but failed to reach them.
I have regular and hectic work schedule so I can’t have the luxury to look for them before Jan 21 just to make an appointment. Since the rule is to CALL for an appointment and its their fault if they are unreachable, I went on Jan 21, to claim 2 vouchers. I was hoping for a consideration since its their fault. What’s the basis of that “hope”? I came to Verdance Nail Salon on the first Saturday of January and they had no record from ebay or advise from ebay that the deal was on. Since I was already there, they accommodated me because they value the effort and time I spent. The owner of Verdance was the one who welcomed us and thought for a solution to that dilemma. It was undoubtedly a perfect customer service.
With Naturelle, here is my story.
My husband & I looked for their location and found no parking space available for the customers. So we had to ask permission to the nearby property. I found 2 gay staff comfortably sitting and having a chitchat. When I was claiming my vouchers, the front desk lady politely said that I should have an appointment for that day. I told my sentiments. She said that there were still 2 customers in the waiting list if it’s okay for me to wait and to go somewhere else to kill time. I said that’s fine. What time should I come back, I asked. She said that she’ll get my number instead. I sensed that it’s not definite that it will not be on the same day wherein I would be spending time somewhere else, wait for their call or text, just to learn afterwards that I have to go back some other day. That is so unpleasant. So, I said that we will just stay in the nearby mall and come back at 6pm (3.5hrous after). She can’t answer and hesitantly said that there are 2 more customers in line. So I said that it will only take them 90mins cos that’s what the voucher says. So lets say the current 2 customers still have 1hour, then I only have to wait for approximately 2.5hours. Then, she insisted politely that I should have an appointment first. It’s not my fault if they are unreachable and its impractical “na sadyain lang kyo” just to make an appointment and anyway you only have 2 customers waiting and I am willing to wait. The girl seemed to just having a dilemma between company policy and a possible loyal customer. (Oh come on, there’s nothing to lose if you bend your policies for this kind of issue). Then, she said it’s up to me if I can wait. Then I agreed to stay and wait because one of the gay staff got another foot spa machine and asked the 2 waiting customers to transfer and started the service. Yun naman pala, may resources pa then why do they make their customers wait tapos nagkkwentuhan lang naman sila. Worse, I was the one looking for solutions and they are the ones giving me inconvenience.
When we were already sitting, the other gay and the girl in black poloshirt that seems to be a uniform, started to have a conversation — oh that is too good to put it, actually they were making “PARINIG” — it was louder than a normal conversation and it has a tone of sarcasm. They said that there were still 6 customers waiting and they were just outside busy transferring from one place to another (obviously a make up story to get even with me or shoo me away) I wanted to confront them but I was having a nasty headache (and they were aware of that the whole time) and so i decided to leave. I wanted to tell them that they should be involved in solving the issue not to make it worse and their job is to attract customers. But they were picking a fight with the customer.
One of the customers whom I saw at the nearby mall recognized me and told me that the staff were still saying nasty things about me when I left the salon.
I know that this is just a promo. I am aware that some services & its quality are also less because of the practical price, but I don’t expect EVERYTHING is LESS. The promo that these online websites give us is not a right for establishments to decrease their CUSTOMER SERVICE and their RESPECT to customers as CUSTOMERS. This is not a right to cause inconvenience to customers as they want it.
(Hey, we are spending our hard-earned money and we are giving you income and LIFE to your business).
Most importantly, I don’t expect these prestigious group buying online websites to promote or have affiliations to establishments which have a squatter-like staff. (Oh, don’t take it against me. I’m not being racist here. I didn’t originate such adjective to describe ill-mannered people)
I want a refund. I can’t imagine that I will be going back to that salon which I already know the type of staff and service they have. That is stupidity, if I do. I know this is not part of the refund rules but If I’ve known that I will be experiencing this with this salon, I shouldn’t have wasted my money. VERY POOR customer service is also NOT part of the promo. The PROMO is the PRICE — no more, no less. My experience with this salon exempts me. I want my refund.
