Natural Balance Massage and Wellness Center — Attraction in New York

This is my very first time leaving a bad review, but I couldn’t help myself and I need to let people know what kind of customer service they have!!! my husband bought me a gift card for 90 minutes we thought, so I made an appointment for 90 On phone with them , they confirmed so first of all my masseuse ( Sweet Lady nothing personal ) She wasn’t doing the massage in order like she will do my shoulders then goes to the lower back then comes back up to the arms so I couldn’t relax and it wasn’t actual deep tissue I asked for It was more like body rub and I noticed that she was rushing, and I told her to pay more attention on my back because we have 90 minutes no rush and this is when she told me it’s 60, I got up (after around 25 minutes) went out to talk to the front desk because I need a 90 minutes my back have a problems I never make 60min it’s not enough for me ,but they wasn’t cooperating at all. They said I made appointment for 60 minutes but there’s no way I could ask them for 60 ( again because I never do 60 it’s always 90 and I thought the gift card was for 90 minutes so the number 60 wasn’t even coming out of my mouth ) instead of working on solving a problem ( they coasted by making a wrong appointment) they just started to blame me for making the wrong appointment( The phone lady go it wrong , not me) no apology even from their side!!! so they charged me for 30 minute massage like $75 or so and the rest they said I can use whenever for next appointment ok I called to make an appointment later for whatever leftover but the person on the phone said that I am not allowed there( which is fine. My experience wasn’t good as I said body rub not the deep tissue.) I told them ok I will come to get the rest of money then and they still didn’t want me to do that even and they said the owner will contact me which he did ( funny he said I’m trying to help which he wasn’t. He was just doing his job as giving me my the money I didn’t use ) and he said he gonna mail me the check. It’s been around three weeks now and I haven’t get anything. No apology, no appointment, no money. Maybe they do have a professional masseuses idk I’m not saying everyone’s not professional. I Am strictly talking about my experience. So I lost $150 for nothing! I understand they made me a wrong appointment which is OK it’s life things happens but I was expecting them to fix this but instead they blame me in everything There was 2 lady’s at the front desk and none of them could do their job! Terrible customer service!!! Just my opinion- The owner should send his employees ( Those who I was dealing with) to the training or something so they can improve it to the...

Where do I begin? I went to this spa because it was convenient, as far as distance. My massues is in Hong Kong.. I've been to some of the top Spas in Manhattan and I'm accustomed to outstanding service. My experience here was not what I expected. I had a facial with a trainee who rubbed my shoulder and put a hot wash cloth on my face. She focused on my shoulders and nose so much. I can't say I had a real facial. I politely told Beth about my experience. She admitted Kim was being trained by her. She offered half off my next facial. I already knew I wasn't going back there, but scheduled anyway. I would have called and cancelled anyway since by back felt broken... Kim did my facial and convinced me to purchase a lip exfoliate to "exfoliate and smooth out my lips". I paid $45.. It was horrible. Come to find out, I purchased a lip plumper, which was almost expired. Beth did offer me a new one, after bringing it to her attention. I definitely don't need my lips plumped. They're big as it is.. I had a massage right after the facial. Melissa was very nice and I actual think she did a good job. However, the grinding motion with forearm and elbow on my lower back, left me incapacitated for over a week now. I can't even sit in my car. I spoke to Vinnie to ask if this type of pain is normal. My lower back was sprained. I had to get an x-ray and given meds.. I'm not one to complain, but as a hospitality Agent at the Marriott Marquis for 17 years, who has dealt with dissatisfied guests from all over the world; I was appalled when Beth called to tell me. " They don't think they will be able to provide the services that I need'. Funny thing is... I WAS NEVER GOING BACK THERE!!! That's not how you handle a dissatisfied customer. They have a lot to learn. It shouldn't be about money. Providing outstanding service and client satisfaction should be their goal. Very unprofessional! Had I not been African American, would I have been treated differently? That's what ran through my mind after Beth called me..I hate to say this, but as an African American, it's really easy recognize when you're being treated differently. They will deny it, but even the way the reception looked at me made me uncomfortable. This was MY experience. I don't usually write reviews. However, this experience and the way it was handled really bothered me. Therefore; if you have more than 2 complaints about a services, in a place you've never been before, keep it to yourself. They'll call and say they're not able to provide further services. Instead of them offering to address...

I went to this spa on 4 occasions. 3 out of the 4 times I was so uncomfortable. I've only been there for massage. The only time that it was good was when there was a young Spanish guy who worked on me, he was very friendly and made me feel relaxed. A Jamaican lady worked on me once and it was so deep it hurt..I even told her it was too deep and she still continued to do it deep. Then I had a white woman and it was good but she never smiled at me, barely looked me in the face, and wasn't friendly at all. It made me feel like she didn't want to work on me at all and she seemed forced to do it. Then finally I had a short Italian white guy and he put just enough pressure to make it seem as if he was trying to help me but didnt help that much. I just said to myself. I really gave this place a try and it's not for me. Even the front desk isn't welcoming or friendly at all. When they don't like you or don't want you to come there they keep a neutral demeanor..they just do what is required. Just enough so that you won't complain about it. I never complained to them about any of this because what are they going to do..what can they do? FYI: I am a black woman. I am friendly, respectful, and caring. If you are non black or maybe even a black man you may have a great experience there. The rooms are so lovely and the tables are so cozy. I really like the layout, space, and neighborhood. When you go to the spa, you want to relax your mind, feel welcomed, feel like people care about you and want to help you. I just didn't feel that way which even added to my already stressed out mind and body. I don't plan on...