True Spa

this is the MOST HORRIBLE SERVICE anybody can possibly experience in their entire lifetime!!

i am a member at true spa, and since then i have not been able to successfully book any spa appts without having to call and REPEATEDLY ask if my booking is done!

1st time, it wasnt done, they didnt call me back. 2nd time, it wasnt done, they didnt call me back and i have to call back and they say no space. 3rd time, it STILL WASNT DONE, i call back and have to yell at somebody before they squeeze in a place for me.

2 weeks back, my bf went down to book (FYI, u have to go down personally to book!! cannot do it thru phone!!), made the booking, THEY STILL DIDNT CALL BACK TO CONFIRM!!

i call them on that day, and they came out with stupid excuses like "OH I DIDNT RECEIVE UR BOOKING"

like cmon! u wan us to go down and book, and when we do that, u say u dont receive our booking!! what kind of service is this!! i requested to speak to the manager, JORDON, the lady whom i spoke to, TIFFANY, said he was not ard and he will call me back when he's in after 12pm.

by 4pm, no calls, i called back and they say he is still not in the office.

the next day at 7pm, i called back AGAIN and they made me hang on the phone for 5 mins before HANGING ME UP!!!

GOODNESS ME!!

its been 2 weeks! no news from jordan! no news from TRUE SPA!!

PLEASE DO NOT, I STRESS, DO NOT SIGN UP THE PACKAGE WITH THEM.

THEIR AFTER SALES SERVICE SUCK BIG TIME!!

UPDATE (6 May 2008) - Hey guys, quick update. SCT plays a MEDIATOR role. They do not have the power to enforce a refund as the contract specifically stated there's no refund. At the first "consultation" session at SCT, I argued that the industry standard for booking a spa session is maximum 7 days, and the Registrar agreed. As a result, I can now book for a session giving True Spa 3-4 days advance notice. I've gone for 2 sessions now. My objective now is just to finish off the package, and put this whole episode behind me. My recommendation is to lodge your complaint with SCT - it costs $10 only and at least you can get your money's worth in terms of the services. I'm willing to coach anyone through the process, but I find it difficult to send documents via yebber. My email is [email protected] - pls drop me a line if you need some help.

====================== UPDATE (24 March 2008) - True Spa simply ignored the letters sent by CASE on my behalf. As such, CASE has advised me to submit a claim with the Small Claims Tribunal (SCT). I'm planning to do this on Saturday, 27 March. I will then get a hearing date within 2 weeks.

CASE has given me the instructions on how to submit the claim. If you would like a copy of the instructions, pls leave me a private message.

====================== True Spa or truly bad service??

If you’re thinking of going for the free back massage being offered by TrueSpa at Ngee Ann City, think again! I did, and am now living to regret that decision.

While the free massage was great, what happened after that was horrendous. I signed up for a 12-sessions package (thank God! coz they wanted me to sign up for the package for 72 sessions!!!).

Anyways here’s the gist of what happened:

After a month of signing up for the package, I called up the hotline to book for a massage session. I called and called 6 times that day, but no one answered the phone. Perplexed, I thought there must be something wrong and waited for the next morning before calling again. I called at least twice that morning, and again no one picked up the phone. So I called the “consultant” who sold the spa package to me and told her of the problem I was facing. She said “you can book the slot via my mobile number”. So I said - “no, that’s not acceptable. What if you’re on holiday or MC, how do I make my bookings”. To cut the long story short, she admitted as much that “my other customers are also facing the same problem [not being able to get through the hotline], so they just book through me”. She promised to check the availability of a slot for me and promised to call me back later that day. After4-5 hours and still no call from her, and quite fed up of the service, I sent her an sms with “I would like to cancel my package”. Of coz I got a call immediately - no slot available for my requested date and no, I cannot cancel my package because I signed the agreement. She said she will speak to her Ops Manager regarding my cancellation request, and that he would call me abt it.

Of coz there was no call from the Ops Manager. So the next day I went down to TrueSpa and requested to see the Ops Manager. The reception refused to give me his phone number, and kept saying “he’s on the way”. Half an hour later, still no sign of the Ops Manager. He finally arrived an hour later. He must have lived in Tuas or something to take a full hour to get to Ngee Ann City.

Jordan, the Asst Ops Manager, reiterated that there’s no cancellation clause in the agreement. Again, he admitted that there is a problem with their hotline and offered to take my bookings personally via email ONE MONTH IN ADVANCE!!! Don’t know about you girls out there, but frankly I don’t plan my schedule one month in advance. A week maybe, but a month???

He even suggested that I transfer the package to a family member or a friend. Hello… would I want to transfer bad service to family or friends??? An enemy maybe…

As I said his offer is still not acceptable, he promised to talk to “senior management” regarding my cancellation request and two weeks later, I received an email that my request is declined and again with the offer to have my bookings taken via email one month in advance.

So I went to CASE for help, and CASE has written to TrueSpa regarding my request for cancellation and full refund. I’m still waiting to see if TrueSpa is professional enough to respond to CASE.