Serenity Skin Care & Body Wellness — Local services in Englewood

I do not normally write bad reviews because I give the service provider an opportunity to make things right. In this case, the customer service was so bad that I cannot let this go by without notifying the community.

I purchased a gift certificate for my mother’s birthday. I selected Serenity Skin Care because of the convenient location for my mother. I purchased the “Date for Two” package which includes 2 Express Facials, 2 Massages, and 30 min Sauna for 2 totaling $320 worth of services and added $100 of gratuity so my mother wouldn’t have to worry about anything and she can go and relax and feel refreshed.

My mother had a facial performed by Ms. Terri and sadly, she had a bad reaction to the facial causing red inflammation, itching and burning. She returned to Ms. Terri and was provided with a cream to help soothe her skin. It didn’t help, and my mother had to go to a doctor for prescription meds. My mother didn’t want to return to Serenity again for any other services.

I called Ms. Terri and asked for a full refund because the service I paid for was to have my mother pampered not have to go to the doctor’s office. Ms. Terri did not want to refund the full amount. When asked why Ms. Terri proceeded to recreate the events that led up to today including mocking my mother’s voice and portraying her as a whining customer. At that point, I became upset and stopped Ms. Terri. I asked her never to mock my mother and asked her for the reason why I would not be receiving a full refund.

Here are the reasons Ms. Terri provided. An employee saw my mother in Church the following Sunday, and she looked fine. (3 days after meds) Ms. Terri said the timeline of events didn’t “make sense” to her. She suggested that maybe my mother is using something at home that caused the reaction. (blame customer)

After about 20 minutes of this, I asked if she was calling my mother a liar to which she said “no sir”. I followed up by walking her through the timeline of events again.

Ms. Terri said that is not what she meant but if she was denied the facts and calling me and my mother a liar she must think it was intentional. I informed Ms. Terri that this was horrible customer service and I asked who was in charge and makes the final call. She said she was part owner and would need to talk with the other owner. She also told me the owners met already when I first called about my mother to discuss the case and this was the decision they came to. This tells me that both owners believe this is how customers should be treated.

Ms. Terri tried to get me off the phone and claimed she needed to take care of another customer. After refusing to get off the phone Ms. Terri said she needed to talk to the other customer and placed me on hold. Instead, she didn’t place me on hold and she didn’t go talk to a customer. She put the handset down and called the other owner from her cell phone. I was able to hear Ms. Terri’s part of the conversation and I learned that Ms. Terri didn’t want to refund the money because “of the principle” not the money.

This taught me three things: Ms. Terri doesn’t know how to place a call on hold. Ms. Terri lied to me about the other customer to get me off the phone. Ms. Terri was not genuinely remorseful for what happened to my mother.

The other owner agreed to refund the complete amount to make me go away. I am glad I received a full refund. However, I am upset that I had to push this hard to make the situation right. I am posting this review for a few reasons. The first is to inform other consumers of the business they are considering. Second is to use this as a teaching opportunity for Serenity. Every customer is important and should be valued. My mother’s time is valuable and what could have been resolved quickly may have resulted in a positive review for Serenity. Instead of turning this into a positive experience, they chose to fight the customer, mock them, call them liars, and ultimately pay to make...

Every year for my birthday I take myself to the spa and get myself a massage and facial. I usually go to places in Manhattan the majority of the time, but since Covid, I have been trying to find other alternatives around NJ to support local businesses. Thanks to the great reviews, I came across Serenity Skin Care and Body Wellness, was impressed by the reviews and booked Serenity Signature Facial with an Oxygen Infusion, Revitalizing Eye Treatment and the Serenity Signature Massage.

If you're a new client, make sure you show up a few minutes early to fill out some paperwork - you don't want it to take up precious appointment time! I was hoping I got Terri due to the glowing reviews of others and I got her! She is amazing in her craft! After taking a look at my skin and asking about my concerns, she suggested I get a Glycolic Peel rather than the Eye Treatment to help with my skin goals. I love a good professional opinion and I'm glad that Terri took the time to explain everything before she started. Terri was incredibly thorough and gentle throughout the process, even with extractions and ingrown lifts.

I look like a completely different person now that Terri fixed me up. I had really fallen behind on my skincare regime during the pandemic and after the facial, I feel like I look a few years younger and my face is soooooo smooth! Hands down the best facial I've ever had. I was so impressed I booked a Microdermabrasion Facial with her next month and I can't wait to have my skin back on track.

Next up, Raymond with the massage - what a treat, what a dream! He is incredibly skilled with his hands and I'm so grateful he was able to get me back in shape. My WFH set up is very different to my office, and let's be honest, it's been a stressful year, so I've developed some TIGHT muscles. Ray put in that work to melt all my knots away and to provide a heavenly massage. My range in motion is so much better and even though I'm still a bit sore here and there, I feel so much better. Man, what a massage can do! I can't wait for my next one - definitely ask for Raymond. Seriously.

I must add that Terri, Raymond and the amazing receptionist (I'm so sorry didn't catch your name!) all have wonderful bedside manner were all amazing. I truly felt extra special on my birthday, it really shows that everyone at this spa loves what they do. Book yourself an appointment, you...

So it’s October 2020 it’s my birthday and I’m trying to figure out what to do. When I finally decided that I was going to get a spa treatment the hunt was on! Serenity Skin Care and Body Wellness was at the top of my list. Of course after reading the reviews I had to check the website and to my surprise they offered birthday packages. Terri was so flexible, I was able to exchange one treatment for another. From the time I arrived the ambiance was just what I needed after a stressful few months.

First I started out with a facial...Terri is an amazing esthetician! You can tell this is her passion, Terri was able to help me deal with my ingrown hairs and revitalize my skin! She even recommended some products for me to use and my skin has never looked better! I was so impressed with my first facial from her that I scheduled another three months later and have been going ever since. Did I mentioned she’s a brow expert...what a plus!

Gloria the pedicure “magician”...have you ever had a pedicure that was so good you don’t even want to walk on your feet after? I just happen to randomly schedule a pedicure as I was tired of paying for gel pedicures and after a week it felt like nothing was done. Gloria is careful with your feet, she takes her time and goes the extra mile to make sure you are relaxed!

My hot stone massage was an experience that I will never forget! To be honest all of my interactions with the staff has been memorable, they truly take care of your needs. If you are looking for a place to retreat, relax and rejuvenate...Serenity Skin Care and Body Wellness is your...