Restore Hyper Wellness — Local services in Sugar Land

Restore was highly referred to me by a close friend, for the last couple of years. She spoke very well of staff and her treatments.

On Friday (4/8), I went to purchase a gift card as a birthday present for my friend. I entered Restore and stood at the front desk for 5 minutes, without ever being acknowledged. I then started to walk towards the back to find a staff member, to assist me. I look to my left and see a woman sitting at a computer while a young man is approaching me at the same time. I asked him, "Do you work here? I have been waiting at the front for 5 minutes." His response, "Oh really? Ok...I can help you." I was immediately displeased with his response, lack of apology for my wait, and overall cavalier attitude.

I asked to purchase a gift card and completed the transaction. He then looked at me as I stood there looking at him. I asked, "Can I have my receipt?" He started fumbling around with the computer and then stated the printer was down but he would email it to me before close. I wrote down my email address and left. This was around 3pm. I checked my email at 6:50pm and still had not received the receipt for the gift card. I then called Restore because they close at 7pm and kept getting a recording message. (I called 4 times) I left a voicemail explaining my issue and requested a callback, in addition to my receipt. A couple of minutes later, I receive a text message that my message has been forwarded to the front desk and someone will get in contact with me.

Today is now Sunday, April 10th. (Day of review) I have not received a phone call, email, or my receipt. To say the customer service is less than stellar is an understatement. I will never make a purchase from Restore again and I am going to recommend my friend choose a different place...

WARNING: Only sign up if you want to be a member for life. No cancellation even after written form was filled out and proof of submission.

I had two sessions of cryo there, seemed good, so I signed up for a membership. You know how it is, I never used it, so I cancelled--in writing using their own cancellation form in August 2022. (I have this in writing and proof of email). Someone then emailed to offer us to stay and pause the membership, which I didn't agree to. They decided that meant they didn't have to cancel it, so they continued charging me.

Since I don't use that card, they continued charging me for 11 months, until just now July of 2023, when they text messaged me to ask if I could get a new card since the old one stopped working. I explained that I had cancelled last year, she argued saying that since she asked me after that if I wanted to change my mind, they decided not to cancel. I said, still over text, well, let's cancel now. She said, oh now you have to email me. So texting was fine for updating my email address but not cancelling? I also spoke to them over the phone when I wanted to cancel, but they required the form.

So I a) called, b) filled out a written cancellation form, and c) texted in response to them, and she STILL refused to cancel. Only when I threatened to cancel it on my credit card did she finally 'agree'. The entire thing...

If I could rate this 0 stars I would. I came here 2 months ago to get a hydrofacial since it was on special for $150. I had a great experience no complains . Once they were done they offered me an appointment to come back I said yes let’s do it, but NEVER was mention that they had a cancellation fee. Of course If I knew I would have not made the appointment or I would see what other day I was able to go if they are gonna charge me a $105 cancelation fee. They send me a reminder LITERALLY a day before my appointment by the time they were about to close. Their communication with their clients is the worst. Also the lady who did my facial told me she was going to honor the same price as I got last time , If I would have show up they would have charge me the full price. Please change the way you communicate with you clients before your charge them $105. This...