Indu Wellness — Attraction in Baltimore

I rarely write reviews, but my excitement to book with this company for a birthday spa treatment quickly turned into a nightmarish SCAM!

My first, only and last experience with Indu Wellness started off ok with booking a few services (facial, massage, sauna) and after booking I was told I’d need to leave a credit card number but it would not be charged until after my service, seemed ok. From the getgo, I was given misleading information regarding their refund/cancellation policies over the phone. Then I was charged for things I neither received nor agreed to pay for less than a day later. With no mention of me being charged when I cancelled my appointment literally the next day either, and this was a large charge being taken out of my account without my knowledge which is alarming.

When I reached out for clarification about their refund policy, the staff was told by the owner themselves to suggest I should have read the policies online … which was all the way at the bottom of their onboarding page under general info which is not a requirement to fully read and difficult to even find. Despite the fact that I was actively seeking help over the phone before I even booked I was told I should have found and read this on their website before booking. I even asked for them to reach out to me because I was very upset and felt mislead as a new client, I was met with no response.This lack of assistance from an owner was uber frustrating and unprofessional.

I canceled my appointment the very next day, yet I was still charged without any flexibility or understanding from the team. When I requested a refund, I was told that was not an option and that I could only rebook another service with them. This feels incredibly unfair and disrespectful, especially given the circumstances.

Overall, my experience was far from ideal or what I ever expected from a wellness company. Can’t speak on practitioners sadly but I would not recommend Indu Wellness based on my unfortunate experience with their misleading practices, poor customer service and lack of professionalism.

I filed a dispute and I’m STILL waiting on my refund, could’ve done a lot with that money for my Birthday but alas yall did me DIRTY and won’t be getting any...

DO NOT BUY A GIFT CARD HERE

Husband got me a gift card for my birthday. I cannot book online because it’s an invalid number. It probably got written down wrong. So I’ve been calling for 2+ months to figure things out. Nobody ever answers. I’ve left 3 messages. No return calls, so I go in to work it out. Turns out they don’t keep records of gift card numbers. They attempt to use the card via the online system—only they can’t get it to work either. Their answer? Call us to book. I’m in there in person because I haven’t been able to get a human via phone for 2 months. The manager (Mary Steinke) is called and instantly has an aggressive tone (mad that the receptionist and I interrupted her while she’s in class on a Saturday morning), argues that I never left a message, and essentially accuses me of trying to scam them for a refund of a stolen gift card.

So many things could have been done differently: void the number and give me a new one, keep a gift card log, apologize and try to figure out if you have a phone issue or if some is slacking and deleting messages—all this is better than accusing me of being a liar and thief.

I have no doubt the practitioners here are excellent (and the receptionist was great but unable to resolve my issue). Management leaves a lot to be desired, and for this reason I’ll never go back. Do not buy a gift card here—the experience has been the opposite of a soothing, relaxing experience. They’re supposed to be calling my husband to verify I didn’t steal the card and issue him a refund. We’ll see if that happens.

UPDATE: Husband did get a refund same day… after Ms. Steinke yelled at him on the phone for several minutes. He was on the call in the car (on speaker) with his coworker who was absolutely appalled. Clearly, Ms. Steinke communicates one way in response to reviews and another when speaking to her directly. I hope for the sake of her practitioners that she learns from this...

Jennifer MADE me a returning life-long customer after ONE visit

Today was my first day at this establishment and here is my review:

In-take process - went very well. The ladies at the front desk are friendly, the environment is clean and has a good energy about it.

I booked a stretching session with Jennifer. Now, before i get into how awesome she was, let me say this. If you receive stretches/massages on a regular, you know the process is:

Complete the paperwork where explain the reason for your visit, problem areas, and what you want them to focus on during session.

Then, you verbally re-iterate everything you've written down to your massage therapist.

Once they start working on you, SOME, not all, either give little to no attention to your problem area or don't spend enough time on it, and you leave there still in pain and frustrated that you spent money on a half satisfactory service.

THIS WAS NOT THE CASE WITH JENNIFER - From the time I walked into the room and began explaining my problem to her, I could see the wheels in her head turning as she personalized my stretch session for my target areas. Not only did she ask me questions to really understand my issue, she detailed everything she was going to do to help me with my pain.

As we began the session, she focused on my pain area FIRST!!!! I wanted to cry tears of joy. As she was stretching me, she explained to me why I was having the issue and educating me on the body's anatomy. I immediately began to feel relief physically and mentally.

After the session - Once my session was complete, I didn't feel rushed to leave the room. I spoke to her about other concerns and she recommended other services at the facility that could help me with the issues.

I've already booked my second appt for this week.

My only regret is not scheduling an appointment sooner. They have a permanent...