RESET Mind & Body - Uptown Phoenix — Local services in Phoenix

EDIT: Owner reached out to make it right.

Bad experience. Communication and customer service sucked.

Booked a session for my wife and I. We brought our 10 week old baby with us who would’ve slept in the stroller while one of us would’ve been watching her.

Front desk girl had it written all over her face that a baby is not welcome there. She just seemed to not be able to be honest enough to tell us the truth.

After her disappearing for 5 minutes to talk to her manager, I asked for a refund since my family was a) not welcomed there and b) it was not communicated anywhere that I am not able to bring my baby when I bought the 2 drop in sessions.

Instead of ‚Hey yeah, sorry that there was some miscommunication. Let me figure out how we can get you a refund.. I will get back to you either tonight or tomorrow during the day. What’s a good phone number or email for you?‘ I got a ‚Was that agreed upon?‘ back.

If that isn’t already bad enough in terms of customer service, I asked to talk to the manager to clarify on the situation and to get a refund.

The front desk girl said I’d have to wait until the next day… which would’ve been totally reasonable IF she did not just get off the phone with her manager to understand how she can communicate to us that we are not welcome to take a session and relax as parents together.

Anyways, I rarely write bad reviews. And the few bad reviews I gave in the past 8 years always included some constructive feedback. So here we go:

Be friendly AND honest Put your customers first Say sorry and make it right if something feels not right

If anyone gets back to me and actually makes up for that bad experience, I will edit this review with how it got resolved.

EDIT: Tim, the owner of Reset, gave me a call today to understand what happened and to make it right. He informed me that the girl at the front desk was let go of since my experience was not the first bad experience that customers had with her. He took responsibility for the miscommunication, refunded me the full amount that I paid and gave me 2 credits for a session at Reset to make up for it. Thanks Tim!

This review does most probably not relate to everyone. So take it with a grain of salt.

And last piece on this:

I wish there were more places that put mothers, fathers and babies first since this is what life is actually about. That’s why everyone smiles when...

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