Poppy Hill - A Southern Spa — Attraction in Richmond Hill

September 11, 2024

UPDATE 4 December 6, 2024: The spa ignored my BBB complaint and my bank provided a partial refund. AVOID THIS SPA!

UPDATE 3 October 1, 2024: No follow up from the spa and no update from the bank. It appears they have yet to respond to my bank. I will be escalating to the BBB.

UPDATE 2 September 16, 2024: I have disputed the charge on the credit card due to this business charging full price instead of the cancellation fee.

UPDATE 1 September 13, 2024: I have been charged the full amount of $110 instead of the cancellation fee.

I have never been to this spa and was looking for a massage therapist closer to home. I opted to try this spa and if it turned out wonderful, I would have happily become a repeat customer.

Unfortunately, my interaction while booking through the phone felt deceptive and will not recommend this business based on how misleading the booking was.

1:37 PM - I called to see if there were any available massage appointments available for the afternoon. April was able to schedule me for 3:30 PM. She asked if I was using a gift card or Groupon, to which I replied that I don’t, but “I will check” (Groupon). *This is the point at which it should have been noted that shopping through Groupon will not be honored for this appointment, instead it would be used as a credit towards a future appointment. I was under the impression that I could check Groupon after securing my appointment slot.

I gave my card information over the phone to book my 3:30 PM appointment and was not informed of their cancellation policy.

After the call, I searched Groupon for deals. There were offers for their massage services. I was quoted $110 for 60 minutes, Groupon offered $73 for 60 minutes. I decided to call back and inquire about how to utilize this deal.

1:44 PM - I call back within 10 minutes of booking my appointment to inquire about how to use Groupon towards this appointment. I get the “Sorry, we can just apply Groupon purchases as a credit toward the future” explanation. Feeling confused, I just accepted it and the call ended.

I started to feel uncomfortable with the idea that I mentioned checking Groupon to April, and yet my card information was still taken and that there was no mention of Groupon purchases being used as a future credit after booking.

1:53 PM - I called to cancel and was made aware that there is a $50 cancellation fee. It did not sit right with me how the appointment booking went. It felt deceptive mentioning Groupon early in the call but not allowing me the opportunity to check Groupon BEFORE booking. The only thing offered to remedy the situation was the same “credit” offer from the call minutes before. I did not purchase the Groupon offer; therefore, the idea of a credit did not appease the situation.

I am disappointed at how my interaction with Poppy Hill went and how I lost $50 in 20 minutes. Could have paid $110 + tip for the appointment, but it’s...

Unfortunately, I dont think I’ll be returning to Poppy Hill. After my last visit, which was extremely underwhelming, I sent an email voicing my disappointment with my service. I’d had several massages at Poppy Hill to know that this massage did not meet the high level of skill I’d come to expect. (Also, I didn’t mention in my email, but I live 15 minutes away and 90 minutes after the start time of my massage, I was almost back home). I feel like because it was a $90 90-minute promotional massage, my massage therapist didn’t provide the same level of effort or skill. I tried to be kind in my email while providing constructively critical feedback that I hoped they’d value. My email was never responded to, which unfortunately leaves a poor taste in my mouth. As someone who has held management positions, I think it’s important that businesses welcome and respond to negative feedback, especially when it is given respectfully.

Further, the prices have increased drastically in the 2 years I’ve been here. In Christmas 2023–less than a year ago—my sister in law gifted me a $95 gift certificate which was enough for a 60 minute therapeutic massage. At the start of 2024, the price of that massage increased to $110 but now—at the end of 2024–the massage is $150 according to their website. Another local spa charges $45 less than Poppy Hill for an hour long therapeutic massage, so I look forward to giving them a try.

All of this said, their membership program is awesome. It provides a significant discount without any signup fee, contract, and unused services rollover. That is definitely the way to go...

I was a member with poppy and some reasons I need to out of the town and will not go for next couple months. Until I saw the member fee was charged again and I am so surprise that I have never call them to schedule the service and they have charged already without any notification. I called them back, they told me that there is not refund and can be credits only. What?!! Finally, I have to called my bank to dispute the transaction. I had thought that I will back to them later, but I don’t think so anymore.

There are key points:

First, I have never authorize the store to charge the money from my credit card, if they want to, they need give me a call to notify since I haven’t go there for couple months. Second, once be charged the fee, there is no refund and only credits and even not services yet. I never been told that the member will hold 90 days and after that will charge the fees. Normally, after such time, the member should be cancelled automatically not the renew.

In summary, the members fees will be charged automatically whatever you get services or not, even you had leaved a long time, and no refunds only credits which means that you are forced to consume.

Suggestion: If you like to go with them member, keep that in mind, make sure you want the services on time and if not, call them to cancel the membership temporary. Also, I would like to say that some of employees ( message and facial ) are very good, but merchant...