" Please avoid this place. I had the most stressful experience trying to receive one of their Groupon massage deals. I never actually received my treatment and had to demand a refund as the customer service was so appalling. I have never given a negative online review for any product or service to before but due to the severity of the poor service from " Excellence" Spa I felt I really had to. I wrote a letter to their head office re the poor service. I said that I would publicise their mistakes if I was not compensated money I was owed. Two months later, I have not received a response and not had a refund that I was promised by the young man at the desk in Bradley Stoke. I made two journeys in, one so that they could see my voucher in person before they would even book my appointment- they still did not accept this and my friend, who booked the voucher had to go in herself to show her the phone voucher she had. We are both pregnant and all this was a real hassle and expense as we live the other side of the Severn bridge. It was made worse by the fact that we had spent weeks trying to get an appointment there together and had to book separately. I think they are handing out these vouchers without being able to accommodate people , taking money and not giving the goods. The second visit was to finally receive the treatment, despite my asking for a refund after the first visit, which was refused as my friend booked the voucher in her name. Ten minutes before the treatment, they called me to cancel the appointment as the therapist had gone home ill and no one else there could cover. They did not offer an alternative time or day, just that it was cancelled. After all the hassle over a 3 month period and having crossed the bridge for nothing again, I asked for a refund including my travel at this stage. The young man promised me all of this over the phone if I came straight down to the spa. I did so and was refused my refund as, in the ten minutes it took me to get there, the manager ( who was absent) had said I could not have the refund paid to me. I just would have thought that they would rather find a few pennies in their cash box for an irate pregnant lady who had been let down by them on so many occasions than say to me " computer says no" and only my friend could ask for a refund. Later, they took back their offer of covering my expenses to get to the salon. No apology has been made, letter ignored and no doubt they are continuing to take money for these vouchers and treating people with this dreadful lack of customer care.
I am a therapist myself, and I know that it's my job to help clients with stress reduction, the Excellence Spa most certainly did the opposite for me. "
15 September 2023
Anynomous
" I went to Excellence Spa to redeem a voucher I had been given. I received a text the day before confirming the appointment. I got there only to be told they would not honour it!! The manager made all sorts of excuses as to why - none of them being valid. I am absolutely disgusted!!! "
Anynomous
" Please avoid this place. I had the most stressful experience trying to receive one of their Groupon massage deals. I never actually received my treatment and had to demand a refund as the customer service was so appalling. I have never given a negative online review for any product or service to before but due to the severity of the poor service from " Excellence" Spa I felt I really had to. I wrote a letter to their head office re the poor service. I said that I would publicise their mistakes if I was not compensated money I was owed. Two months later, I have not received a response and not had a refund that I was promised by the young man at the desk in Bradley Stoke. I made two journeys in, one so that they could see my voucher in person before they would even book my appointment- they still did not accept this and my friend, who booked the voucher had to go in herself to show her the phone voucher she had. We are both pregnant and all this was a real hassle and expense as we live the other side of the Severn bridge. It was made worse by the fact that we had spent weeks trying to get an appointment there together and had to book separately. I think they are handing out these vouchers without being able to accommodate people , taking money and not giving the goods. The second visit was to finally receive the treatment, despite my asking for a refund after the first visit, which was refused as my friend booked the voucher in her name. Ten minutes before the treatment, they called me to cancel the appointment as the therapist had gone home ill and no one else there could cover. They did not offer an alternative time or day, just that it was cancelled. After all the hassle over a 3 month period and having crossed the bridge for nothing again, I asked for a refund including my travel at this stage. The young man promised me all of this over the phone if I came straight down to the spa. I did so and was refused my refund as, in the ten minutes it took me to get there, the manager ( who was absent) had said I could not have the refund paid to me. I just would have thought that they would rather find a few pennies in their cash box for an irate pregnant lady who had been let down by them on so many occasions than say to me " computer says no" and only my friend could ask for a refund. Later, they took back their offer of covering my expenses to get to the salon. No apology has been made, letter ignored and no doubt they are continuing to take money for these vouchers and treating people with this dreadful lack of customer care.
15 September 2023I am a therapist myself, and I know that it's my job to help clients with stress reduction, the Excellence Spa most certainly did the opposite for me. "
Anynomous
" I went to Excellence Spa to redeem a voucher I had been given. I received a text the day before confirming the appointment. I got there only to be told they would not honour it!! The manager made all sorts of excuses as to why - none of them being valid. I am absolutely disgusted!!! "
19 July 2023