to be a special treat, this experience was like getting food poisoning. The massage therapist started by running his hands along my ribs instead of staying on the muscles of my back. I told him politely and patiently several times and he only rubbed more lightly over my ribs, but did not stay on the muscle.
When he moved to my shoulders, he kept pushing on the bone - hard. I told him it hurt and he tried to explain that that is probably where I hold my tension. He kept pushing on the bone and I told him it hurt and asked him to stop because it just didn't feel good. He got a little offended, but stopped.
The horrible massage ended with my choice of elevation - the peppermint foot scrub. I have to take some responsability because I chose this without asking for information. I expected it to be a relaxing way to exfoliate and moisturize and get my feet rubbed. Sounded nice. It was not relaxing when he applied the scrub. Then, I went home with freezing cold feet because of the type of lotion they use - the same kind of chemical that is in icy hot or mineral ice. Not a good feeling! Who likes cold feet?!
I have never had to tell a massage therapist to stop doing something before. Maybe when they ask, I would request more or less pressure in some areas, but never have I felt the need to correct what they were doing. Aren't they supposed to know these things?
When I got around to telling the owner of this location about my experience, she told me that she didn't believe it was all that bad because I didn't say something right away. This conversation only happened after over a month of calling and being told that the owner was the only one who could help me and that she was not in at the moment and would call me back. By the time I actually got to talk to her, I was completely turned off to the establishment.
Her suggestion to come back and try a different massage therapist was more of a slap in the face than an effort at customer service. She refused to offer any kind of refund and kept referring back to the contract. My husband paid almost $700 for me to have a nice massage once a month for a year. Instead, I had one horrible massage experience followed by the worst treatment by any retail owner I've encountered.
The owner compared the membership to a gift certificate - but, even with gift certificates you don't have an expiration date to use it. She also compared it to her husband buying her a diamond ring she didn't like - but, at least she could sell it and get some of the money back. She then said that it was like a gym membership - but, if you don't like the gym, you can cancel. They don't ask you to pay a year upfront with no way to cancel.
I also spoke to the corporate office after the manager inferred that a refund was out of her control and suggested I call them. They told me that all membership issues are handled by the franchise owner and she has complete control over refunds. They did not offer me any help either.