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 inTuas or something to talk 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, and if not, would go to the Small Claims Tribunal Courts to appeal for the refund.
So ladies and gentlemen, be warned – TrueSpa provides truly bad service. Spread the word.
