The Day Spa — Local services in Jacksonville

I HATE writing negative reviews about services I felt were less than impeccable ESPECIALLY when I attempted to resolve the situation internally. I had my first facial ever serviced by Nicole. AWESOME service!! So awesome that I booked another service to include my mother and husband getting facials and massages as well. The person who completed their facials was Colleen. Again, awesome service! However, the same person gave them massages, and they both equally hated the ”experience.”. My husband described it as someone touching you with the tips of their fingers as though they didn’t want to touch your skin. This was the same experience my mom described, and they had separate time-slots. On top of that, the technician that ”performed” their services. was coughing throughout the “experience.” I refuse to mention her name, because I feel as though hindering her from growing in her craft is not the goal of this review. I explained to my esthetician my concerns, and she immediately provided me with the name of the office manager, Lisa, who was not in the office at that time, and said that she would be reaching out to me. She raved about how the manager is all about conflict resolution, and that she would get back to us. We waited several days for her to get back to us and it never happened. It would be a week after our appointment that we called her. The manager, Lisa, did not show any care for our concerns and at some point the phone “accidentally“ hung up on us. We tried to call back and she said that she had taken another call but will call us back. When she called back, she sounded so unconcerned about our issue that we felt like we were bothering her. Not one time did she offer us anything not even an apology for the horrible “experience.” I paid good money for my family to have a similar experience as I did, and it almost felt as though she would prefer we never frequent their establishment again because we had a negative experience. The sad part about it is I really like my esthetician and felt as though this could be something that I’ll continue to receive at this establishment. I live in Saint Augustine, so this place is pretty far from home. I refuse to return and will make sure that none of my friends and family go there either. I believe that they think that they are dealing with poor Black people who are trying to get over. It’s never that! I spend a lot of money on good service all throughout Florida, enough so that I will take my money somewhere else and hope to receive a much better response to lackluster service if that’s what I encounter. I feel bad we’re going to have to disconnect from Nicole and Colleen because they were awesome! Also, there was an African-American female tech, Keisha who performed my massage and did great!! Perhaps they should put someone else in charge of customer service or a conflict resolution if it is their desire to...

This place does not even deserve one star. The customer service and communication between “managers” and desk staff is the worst of the worst. My sister purchased a massage for me as a birthday gift. They were out of gift certificates the day she purchased but they told her that I would be able to come in at any point as they put it in the system as store credit.

Long story short, the store credit was not in the system. Getting some one to resolve the situation was ridiculous. The “manager” LISA was extremely rude, nasty, and unprofessional to my sister when she went in resolve the issue. (She brought bank statements, ect) She told her she’d have to get back to us in a week as the owner was out on vacation. We never heard back from anyone SO We ended up having to visit the spa for a 4th time before anything was resolved.

One receptionist came to the conclusion that they gave the store credit to a different customer with a similar name. She was the only receptionist that was helpful/kind. She also told us she has been looking for another job because this has been happening way too often.

On our 4th trip to the spa we asked to speak to the owner (“she wasn’t available”) so we asked for the owner name and the receptionist refused to give us her name...?

We tried to explain the situation AGAIN for the 4th time to this receptionist— getting no where. As we were about to walk out guess who walks out to speak with us...THE OWNER.

So much unnecessary stress could have been avoided if we could have talked to her initially like we requested. She begged us to give the spa another chance and “didn’t want us to leave unhappy” but after everything My sister asked for her money back.

I wouldn’t spend...

3/5 as the facial lady was very experienced and did a good job and massage was okay too. But I would give 1/5 to the receptionist, she is not good at handling customer. The policy that they have sucks, I planned a surprise for my sister, the appointment was for 3pm, my sister reached by 3:20pm. The package included massage for 1 hour and 1 hour of facial and they charged me at the time of booking the appointment. I informed the lady from before that the customer might be late by 15-20 mins. The receptionist was like we could do only half an hour of massage and 1 hour of facial then. The spa wasn’t flexible at all, if you are late by even 10 minutes, they will reduce that from your service, neither would they provide a refund(in my case they could have charged worth half an hour for massage) as that is the time of service they provided. But they charged for 1 hour. If you want to reschedule they will charge 40$ extra for each service. I took a package and now that i learnt the individual service it is lesser, so she over charged me. Every-time i called they had a different price, i still trusted them as she said the other staff might have been confused. They will not even provide you as basic as a spa gown. They are inflexible about there timings, refund, customer service but expect a gratuity. Gratuity is to be earned when a customer is beyond satisfied and not a compulsion when you are so bad at customer service. I trusted them based on the ratings. Don’t do the same mistake i did. One of the worst spa’s i have...