Nouveau Medspa and Salon — Local services in Chubbuck

I visited this spa for the first time yesterday. Unfortunately, I was late. Google maps takes you to a dead end street nearby. So I drove towards the general vicinity I thought it should be, and found a place called O Med Spa. I rushed in there only to find I was still in the wrong place. Nouveau Med Spa was across the street and behind some other buildings. I finally made it to the correct spa 15 minutes after my scheduled appointment, apologizing profusely immediately upon entering — apologies that were met with a stone face by the receptionist, who was clearly not happy with me (incidentally, I had also tried calling the salon twice while I was lost, and both times the phone rang but went to voice mail). Anyway, I tried to be quick changing, but the massage therapist said because I was late we would do the paperwork later. She went ahead and did a great massage, but when she finished up and told me to get dressed, I noticed it had only been 45 minutes. So is that the way it works there? You get one hour and 5 minutes for a 60 minute massage appointment, and if you are late or take longer changing your clothes, it comes out of the hour you paid for? I then went out to the lobby, waiting for awhile for someone to come out and show me the missing paperwork/consent form to sign. Eventually, and feeling distinctly like I was being punished (the vibe had been cold the whole time), and considering the massage, including tip, had been prepaid, I finally just left. I had been inside the building for about an hour total for my 60 min massage. I called the spa when I got home just to make sure they knew the account to credit, and I was told I’ll just have to fill out that paperwork they were talking about on my next visit.... Next visit? No. I realize it was Friday afternoon and people were likely anxious to get home, but that whole experience — especially feeling the palpable hostility, when they didn’t do anything to help me find the place (answer the phone, warn new clients about google maps’ faulty directions) — still feels excessive. Anyway, if you are considering trying Nouveau for the first time, I would recommend trying elsewhere. Passive aggressive receptionists, therapists who seem in a rush and don’t tell you when and why they are giving you 75% of the service you paid for? There has to be...

If a lower rating could be given I would opt to give zero stars. The customer service at Nouveau is horrendous, to put it nicely, and they racially discriminated my mom and her friend, taking advantage of their non-native English speech and appearances. Both women feel cheated and taken advantage of by this spa.

My mother went in for the Pico Facial in both April and May, and the employees spent no more than 5 minutes on each facial. Ultimately the facial was ineffective for scar reduction, etc that was advertised. The employees working the front were incredibly rude to my mother on her second visit. My mother had an appointment scheduled, and they left her waiting for 45 minutes in the lobby before they asked if they could serve her. They told my mother she had no appointment, though my mother brought physical, written proof of an appointment. The employees told my mom her appointment was cancelled. (They mistakenly cancelled her appointment because they misheard another customer cancelling an appointment and mistook this customer for my mother.)

The employees did not work with my mother, and the manager came to take a photo of my mother's skin before ushering her away. At a following appointment they told my mother they would not serve her again, despite not providing the full appointments and services my mother paid for at her first visit.

When my mother's friend requested to talk to the manager, the employees scoffed and told them Asian skin is temperamental and difficult to work with. The friend requested to see the before and after facial treatment photos, but the employees refused to show them.

This was a terrible and embarrassing experience for my mother, and she will never visit this spa again, nor will she encourage others...

Super disappointed to be writing this review, because most of the time, I have had good experiences here. I've had several massages from Amilia, and she has always been phenomenal; great massage, and always feel amazing afterward. Unfortunately, the business she works for leaves something to be desired. At all my previous appointments, I have gotten a text message a day or so in advance, to remind me of the appointment I made 8-9 weeks ago, and I have to reply to in order to confirm the appointment. I forgot my appointment this last Tuesday, and received a receipt Tuesday night for a $25 charge to my card they had saved on file at one of my previous appointments. Ordinarily, I would be more than happy to pay a no-show fee. I know how frustrating it can be to have a no show client, and miss out on that income, and not have enough time to fill my appointment slot. But if I had received a reminder text, email, call, carrier pigeon, smoke signal, etc. I absolutely would have been there; I would have gotten a great massage, and Amilia would have gotten paid for her time. Instead i just received a receipt for a $25 no-show fee. To say the least, I am incredibly frustrated. I have called the salon 3 times, and finally got a response from Guest Relations. She told me that the only way I would get my money back, would be to schedule another appointment, and it would go towards that. Unfortunately for them, I refuse to be manipulated and have filed a dispute with my bank for the charge on my card. So disappointed with Nouveau. I have been a client for a few years, and now will never go back. I'm sure they won't miss me, but hopefully this review, and others reporting the same thing, will warn some others before it...