Southwest Day Spa — Local services in Brookline

Addendum to my original review - in response to their reply:

I am truly grateful I trusted my instincts and intuition and protected myself from this so-called business. I have come to know much more, upon doing more research, reading other concerning reviews, and my personal interactions with Maria G. She only extended the walk-in option AFTER I posted my review. Not a coincidence. I did not reply to that e-mail, therefore to have them say I declined is simply not true. A majority of businesses may require a credit card upon making the reservation, but would not process it until after the services rendered, or would use it if a cancellation is within a short window. This business clearly does not trust their customers and that is a huge red flag. Others who may have been a no-show very likely had a valid reason. Again, please proceed with caution. Their small team is severely lacking in business common sense and customer service acumen, not to mention their subpar skills, as shared by numerous clients. They are not savvy business leaders, but a poorly run team that needs basic training in respect and wellness. I am happy to take my business elsewhere (scheduled already) and I urge others to do the same. This business feels questionable. Horrible and unprofessional experience with customer service (Maria G.) in setting up the appointment and I'm so glad I did not schedule. I was interested in two particular spa treatments and as a first-time customer, I was looking forward to meeting Levina. I was told she is off until the end of March. I was then open to scheduling with someone else (Manuela). However, since I had never been there before, I did not feel comfortable with having everything pre-paid. Most businesses do not demand this of their clients. When I told Maria G. that I would rather pay after receiving the spa treatments, with a generous tip, she showed no flexibility and even less warmth. Upon looking deeper into reviews and feedback for this place, I am glad I did not ultimately come here, as business practices seem extremely shady, unprofessional, and honestly questionable. They also never pick up the phone and have an apparent reputation for being impolite to clients and falling short of their expectations. Please...

Worst place I have ever visited here in the US! This place is clearly a scam!

I asked the owner if she could do a package deal for me for body wax and deep pore cleansing. She agreed and asked me to buy a gift card worth $50. I bought it and booked an appointment (for $500).

The service lady was continuously asking me to get the front body waxed this month and get the back section done next month (this was so senseless!). Also, she was so harsh with her waxing technique that when i got home and washed my face, i found that she burnt my skin on the upper lip area. For the deep pore cleansing, she continuously insisted that I should take the light therapy (for an additional price). I also booked a separate nail appointment with them the same day, but only after reaching there did they tell me they don't have equipment to do the nail service (that was so stupid and super frustrating)!

I paid the full amount after the service ( I did not use my gift card that day). I conveyed all service-related issues to the owner, and to my surprise, she got so furious and defensive that she started blaming me for not liking their services. She even canceled my gift card (without me even knowing it) to adjust the remaining cost because I asked her that I would not continue with the package deal because their service was bad.

I don't understand why they are so shady with the communication?! Such rude customer service, and they work on their own terms. The owner tricked me and canceled my $50 gift card, and I only got to know of that when I tried booking a massage appointment for a friend. They are clearly greedy and not really interested in the quality they provide.

PATHETIC CUSTOMER SERVICE! Will never recommend it to anyone! Save your money; There are much better and cheaper places...

The worst experience of my life. I bough a groupon voucher on Groupon for my wife as a present. It took nearly 2 month to make an appointment, not because they were busy but because they don’t care about Groupon customers. Finally my wife made an appointment and on the way to the spa, her car broke down. She called and left a massage, explaining the situation. Later on, I followed up and tried to make a different appointment, first the lady on the phone took the voucher number and than told me that she redeemed it, because the appointment was canceled 20 minutes prior. Their policy is 24 hour cancellation. So I said well how was my wife supposed to know that her car was going to break? Well if you want, you can pay the cancellation fee of 75$ and than come in. At that point it would cost a regular price. The place is overpriced, the customer service is rude and not helpful at all. If my wife needed a massage to relax, now she needs it. Let me save you all time and money and avoid going to this place. I sincerely hope that they will go out of business, and get a real job to know how it is to earn money at hard labor and be nice to customers. Places like this, don’t deserve a Title of business. I will be sure to contact a Better...