Design 1 Salon Spa Gaines — Local services in Gaines Charter Township

Sometimes a reputation speaks too highly of a business. Oxymoron right? I'll say! I just sent my father to Design 1 spa after doing research of Grand Rapids Spas over a course of two days. My decision to go with Design 1 was based on the atmosphere and their reputation as well as the reviews I read. Well, unfortunately based on the service he received, the reputation of the salon spoke entirely too high. A father's day gift for an older, hardworking man, much deserving of a day of pampering went terribly wrong. I booked him for the Executive Retreat package which is supposed to last 2.5 hours including a massage, a mani and a pedi. Well, from what my father told me a great majority of that time he spent sitting around waiting. He was not greeted upon entering the salon and each of his services were rushed through. One excuse for this may be that his appt would have run close to closing time but bare in mind the reputation of this salon and high class atmosphere, one would assume that that would never be an issue. He received a manicure that took at best, 15 minutes and a pedicure that left his feet soaking so long the machine cut off and no one noticed. Does any one else see a problem here? I am very upset and highly disappointed. The gratuity was added in to the bill that I paid prior to him going because I just knew he'd receive great service, if I'd known he would have been treated this way I wouldn't have sent him there let alone tipped! I expected to receive a phone call from a very overjoyed, relaxed, satisfied dad, but instead I had to hear about the poor service he received and a receipt that showed him how much I paid which made the poor service worse for him! In this world we believe the things that we spend more money on we can expect to be of great quality. In this case he may have received better services, at least the mani/pedi, going to a local nail shop and that's very upsetting. I called the salon back to complain and although the manager was nice, they all were over the phone. Her concern seemed to be rather..umm...how can I word this...fake! A lot of mm hmm's and oh's on her part as I explained to her my disappointment with the service of her salon. She offered a $50 gift card for a second chance stating "we really cant refund any portion of the service." Really? Every person is not looking for monetary relief when they are disappointed. Getting my money back was not the reason for my call, having the money back in my account will not change the fact that this special day that I planned for my exceptional father went terribly wrong. I just wanted to voice my complaint, bring to her attention that if your going to have a reputation as such you should make sure your employee's are capable of living up to the standards of the past. Apparently 9 mths ago they were providing outstanding service, however I am in the present and the service was NOT so good! I told her she could send my father the gift card, but he's an older man with an older way of thinking. When it comes to spending a great deal of money and bad services he is not too often one for second chances. Hopefully I can convince him to just put it to use and be done with it. I certainly would not...

I called yesterday to schedule a haircut after the appointment was canceled the week prior and only 1 attempt had been made to reschedule.

Some backstory: we started seeing a new stylist (one of their top tier stylists) and on the first appointment was told the appointment was being moved up an hour early with approximately 2 hours notice in advance. This ended up working out great though. Upon arrival to the new, earlier appointment time we proceeded to wait 25 minutes for the stylist. Obviously this was a bit annoying considering we were told only 2 hours previously that she was ahead of schedule and the appointment could be moved up an hour, but then to arrive and be told she's behind and wait 25 minutes. But we get it, things happen.

But then at my next appointment just 4 weeks later almost the same thing happened: we were given brief notice that she could get us in earlier and as we were about to head to the new appointment time we were called and told she was running behind and ultimately had to cancel the appointment.

This brings me up to yesterday when I called at 11am to reschedule the canceled appointment and stated to the receptionist that we really like how this stylist is cutting hair (changing up hairstyles) but that I'm a little frustrated with how the appointment times are being regarded. Moved up, then late, moved up, then canceled, etc. I was very kind to the receptionist and told her several times I understood she was just the messenger but wanted to know how my reservations with this stylist could be remedied; could I count on the new appointment time? She said she would leave a note for her manager, Mel, who would call me back. I thought this was a little unnecessary since I never asked for a manager but so be it.

I had called at 11am.

At 4pm, I received the callback from Mel and she left the following voicemail being extremely condescending (in my opinion). I know how appointments work... Anyways, I missed her at the time of her call (4pm), but called back at 4:21 to speak to her. In which the receptionist told me she left at 4pm for the day.

So, Mel waited from 11am to call me at 4pm with a (in my opinion) rude voicemail addressing an issue- in which I have every right to have concerns about- only to leave for the day immediately after leaving the message.

When the receptionist told me this, I was obviously annoyed, but again, reiterated that I knew it wasn't her fault. Then I asked her if I could simply get scheduled with another top tier stylist. The receptionist was extremely kind and accommodating.

Design 1 has some great stylists, but it's truly unfortunate that their managerial staff treats clients with such a demeaning attitude for simply trying to ensure their appointment times (at a very busy time of the year) aren't going to be yanked around. Mel is fortunate I'm deciding to give another stylist a chance versus taking my business elsewhere.

I'd give 1 star, but the receptionist was so kind, that I'm giving 2 stars.

Overall, would NOT recommend Design 1 Gaines if you have any issues with your service. It's great for it's services, but not for its customer service.

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WOW! What an experience. From when I walked in the door I was greated with smiles and offered a beverage. I got some yummy chi tea and they hung up my coat for me. I was checking in for a day of pampering that my husband bought me. I was first got a massage with Alexandra who was amazing. She gave the best massage I have ever had! I have already recommended her to my friends and family. After my massage she was waiting outside the door with fresh ice water and walked me to the spa waiting area where the fire place was lit and granola bars were available for their guest. After a little wait I got a facial... my face feels so refreshed. I was offered a cucumber mask to add onto my facial and it was an experience. She put the mask over my eyes and mouth- I really enjoyed it. I could feel the mask hydrating my face. When I usually get a facial my face is red and blotchy after, however, becasue I got that mask my face felt and looked so good. After the facial Alona (who was the esth. and also amazing) was waiting outside with a fresh glass of ice water. I was quickly walked over the a pedicure bowl of warm water and slipped my feet in to soak. I felt like royalty. I relaxed with my feet soaking for about 15 minutes and then the nail tech introduced herself and began. Hanah was the nail tech and it was seriously the best pedicure I have ever experienced. She is extremely talented! She took her time and we had a pleasant conversation. She even painted detailed flowers on my big toe nails. She then began my manicure and told me about the shellac service and I was happy she talked about it because I ended up getting the shellac manicure so that my polish would stay on for 2 weeks. The polish job was perfect, and she even add some sparkles to my ring finger nails. I was so relaxed after all those services but I still had 2 left. A haircut and my make up done. After I changed out of my robe and got situated Hanah walked me downstairs to meet my hairstylist Leslie. She was very nice and listened to what I was wanting. I am that client that doesnt know what I want but I know what I dont want and she was very patient and helpful in helping me figure out what would be best. When she finished I was in awe that I actually liked it! She is def. my new stylist!!! I will be back to see her becasue I have never found someone who just knew what I wanted and made me feel so great about myself. Lastly, I got a make up application with Dana. She is extremely talented.I was a little nervous and she was going to make me look like I had a ton of make up on, but she also listened to what I was wanting and I walked out looking like a better me =) Overall, I was at Design 1 for a total of about 5.5 hours and loved every minute of it! I was treated so kind and the staff went out of their way to make sure I was taken care of. Thank you Design 1 for such a fun day! I...