Burke Williams Day Spa — Local services in Torrance

UPDATED 4-7-2025 I was contacted via phone/email promptly on Monday morning by Rose Hanson, General Manager, at the Torrance location. She expressed her concern regarding my complaints above and said that she was there on the day I had the problem. I find this even worse since I specifically asked for the Manager and what I got was the "Manager in Charge" so clearly the two staff, Layla and Denise, were not forthright. Nonetheless, Rose and I spoke in depth regarding the above situation and were able to come to a mutually beneficial compromise which I am satisfied with. I think that most people do not complain as it is awkward so I hope that this review is a teachable moment for the Managers in Charge at the Torrance location. I have upgraded by review from 1 star to 3 stars.

ORIGINAL REVIEW 4-5-2025: This was my second time going to the Torrance location of Burke Williams. The spa facility is very nice and has a lot to offer. Unfortunately, the same cannot be said about the "Managers in Charge". If you are unsatisfied with your massage/service and you "STOP" the massage/service mid-way, and you discuss it with the Manager in Charge (LAYLA), and she says she will "take care of it/you" and then asks if you would like to try someone else (no one available so none done)... YOU WILL BE DUPED AND EXPECTED TO PAY THE FULL PRICE OF THE MASSAGE THAT YOU STOPPED. Yes, you can have a sub-par massage that is basically rubbing your body and walking away every 30 seconds to get hot stones, but hot stones are too hot, so she comes back, and then rubs up and down a few times and then goes away again, then comes back, and this goes on and on the first half of the massage where I couldn't take it anymore! I had this EXACT same massage last month and it was fabulous, consistent, smooth, and normal. The masseuse today didn't know what she was doing or the hot stone machine was too hot, I don't know and I stopped it as soon as I realized she didn't know what she was doing. I don't expect to pay for SUBPAR services especially when I STOPPED AND CANCELLED it mid-way because it was SO TERRIBLE. The Manager in Charge, Layla, did not make any notes in my file so when I went to check out, the FULL COST OF $160 for the massage was requested. I asked to speak to Layla but she had gone home (how convenient). The New Manager in Charge, Denise, said they don't comp massages! Denise also said that Layla told her about the terrible experience and they were basically waiting for me to complain and then they would address my concern when I check out. They were hoping that I would just pay the full $160 and not complain. That's completely unprofessional and unethical! Layla/Denise fully expected me to PAY FOR A TERRIBLE MASSAGE THAT I STOPPED AND...

UPDATE TO MY REVIEW:

I was contacted by corporate to discuss my concerns based on my review. I was asked to give the location another try. My last two visits were a definite improvement, and all but one of my concerns have been addressed. I still wish we had clean blankets for every customer in the quiet room as it was before, however I am satisfied that they listened to my concerns and valued me enough as a customer to correct those issues. I also appreciate that they did Not ask me to edit my review. Thank You BW!

ORIGINAL REVIEW: I’ve been going to this location for many years and it definitely has declined. The temperature fluctuations are extreme throughout the spa - treatment rooms, quiet room and general spa areas. The quiet room feels like an icebox (the last few times I’ve gone), which was very uncomfortable - so much so - I could not relax. And you now have to share blankets in the quiet room which bothers me, I don’t think it’s sanitary. It use to be a clean blanket was available upon entering the room. Gone are days where you can come with just your purse and leave feeling relaxed, wonderful and put back together. Now you have to tow all of your toiletries with you, they don’t even provide deodorant anymore. I guess I’m stuck on the old days when the spa used to be a wonderful escape…be it a lunch time massage or a full afternoon delight. I’m not ready to give up on them just yet, but I do hope they improve some of these things to keep long time loyal (and new)...

Decent, in terms of the size of the location, but that was about it. I had a 50-minute deep tissue massage that was mediocre at best. But the absolute worst part of the experience was the coughing fit my technician had during the massage. Whether they were fully sick (which I'm hoping they were not) or getting over a cold, it really doesn't matter when you're working with the public. You simply DON'T come to work. Especially with COVID still going around and flu season. This person had to stop and cough to the point where I was just about to ask them if they were okay and end the massage. Because my face was down I couldn't see what they were doing, during this whole coughing spell (hearing it was more than enough); I became so uncomfortable at that point, because all I could think about was getting it over with and getting out of there, which obviously ruined any aspect of relaxation. And if that wasn't bad enough, the room was also stuffy, to the point of my nose closing up while I was face down. Tried to enjoy the other amenities with my friend afterward, as to not ruin their experience, but overall, it just wasn't a pleasant time after that. Thinking about the fact that I paid for a relaxing spa experience only to have spent $200 to be coughed on in a tiny...