Another rant on Bella Luna’s Spa Service

Sometime back I had blogged about my experience at Bella Luna’s Spa and it didn’t receive a good review. The manager was unhappy with my blog entry and instead of finding out why I was a dissatisfied customer, she tried to force me to remove my blog entry. You can check out my blog review HERE and also read about the ridiculous email exchanges I had with their manager HERE.

I had urged readers to share their experience and some did too in the comments section of my blog review HERE. And recently, I had received an email from another dissatisfied customer who had given me the permission to republish her experience here.

[QUOTE]

Hi Ashlene

How I wish I could chance upon your website earlier. Too bad I went to BellaLuna and got a massage from hell. Here is my story to share..

Bellaluna vivocity

Bought a voucher from groupon on  “$23 for 60 min Botanical Fusion Oil Full Body Massage with Back Scrub at Bella Luna (Worth $180)”

I was late. My apologies. The minute I stepped in, I felt that the place is quite quiet. The receptionist Iris attended to me. I am not a person who frequents massages but I do know how to differentiate a good massage parlor or a slipshod one. I had been to the Thai odyssey, massage hut and the latest one from Spa Elements at The Cathay.
She poured me a cup of warm (I expected green tea) water. She asked me to fill up the form, which is not as detailed as Spa Element. They did not ask whether which part of the back should they pay attention to or where my back is aching. When you go to the massage parlor, you are expected to be relaxed. I was asked about my tattoos. I felt that it’s inappropriate. And she went on asking where’s my workplace, how’s the crowd, what are the favorite designs, why I chose this line, bla bla bla.. It’s my off day and I’m talking abt work. That’s a minus point.

Proceeding to the masseuse, she led me to the room to get ready my massage. I had the paper undies and shower cap on and on the bed getting ready. Then I heard the drilling works next door. Damned. As I came in, all the five rooms were empty except for one. Why was I on the very last room where it’s closest to the renovation works? Another minus point.
The masseuse apologized on the renovation going on and went on starting massaging on my feet up. It was not too bad. When it came to my back, her sequence were off. It was suppose to be section by section. She rolled up my spine and started on the neck and shoulders. She went down to my lower back and then up my neck and shoulders again. I guessed she had used up all her mediocre skills and decided to use her hands to run a big X on my back. This is the first time i encountered this stance. I also suspected she had corn on her finger as I felt it scratching on my back. Minus point.

So, it’s time to turn to the front massage. Again she started on the feet which is good. Then she did the stomach. I always believe the massage should be one way, clockwise or anti clockwise. There should be a procedure to it. So she massaged my stomach, clockwise and then anti clockwise. ??? Another first. Then the chest. Nothing much.. Then came the head. As I was wearing the PLASTIC showercap, when she massage my head with the cap on, the rustling of the plastic was bloody annoying. She was at it for 10 mins. Maybe she was a shampoo girl previously. So I tot finally it was over, she went to my chest again, not kneading but putting pressure from her palms.
And off she went to take the scrub. So I tot it will be lying on my front again to get a good scrub, finally. Turns out I have to sit up. Again ??? She put the scrub on my back and began rubbing, for like 5 mins? I tot it’s suppose to be 15mins? Fine. The masseuse then asked me to use the portable shower to clean myself up when she was done. So that’s it. I cleaned myself and went out. Sorry, no tips for the masseuse because I dun think she did a good job, compared to Spa Elements. I did gave the masseuse a tip at Spa Elements.

So I was in the cubicle, waiting for Iris to tell me her packages, she asked me how was the massage, I said it was ok. No point telling her so much, the massage was over anyway. She then proceed to recommend me a promotion only for that day at $50 for an hour massage. I told her I wanted to try other parlors before deciding and she insisted me to get a five hour package first that would cost $250. Why would I want to get a $250 package when I dun even enjoy the massage and was hounded abt my job when I first step in? I will not even get it even if it’s free. It’s not how cheap it is cos I know even if I were to get a package, it will be with spa elements. Of cos, it will be way more expensive than Bellaluna. If the service is good, I enjoy my quiet time and a good massage, why not?

I told her no, I wouldn’t want to commit myself at this time. She finally let it go and as we went out of the cubicle, she told me not to buy the voucher again as it is for one time trial only. How rude can she be? She thinks I can’t read the terms and conditions? Or just because I did not buy the package from her? But then again, there won’t be a next time for sure.
The massage experience from hell.

Verdict: 0.5 / 5
0.5 for the cup of ginger tea after the massage.

Cheers & Thanks.

[UNQUOTE]

I guess I need not say more.

By the way, can someone teach me how to perform a print screen using Mac?

Deal.com.sg’s epic failure with BKK Trip Deals

Deal.com.sg’s facebook page is flooded with angry customers requesting for their refunds.
It turns out that previous deals for BKK trips had hidden costs and ridiculous terms & conditions that were only made known later on after they had paid.
These deals were exceptionally popular with 3108 vouchers sold for the 1st one and 2628 sold for the 2nd deal. Less than S$200 for air tickets & accomodation – what a bargain!
So many folks were tempted, even my friends were MSNing me about this deal.

Bella Luna Spa makes a fool of themselves AGAIN

Remember the hooha Bella Luna created previously?
Demanding that I take down my review as they are extremely unhappy about it?
Guess what?
It seems like they have resorted to more lame, low life tactics.

Guess who registered a new account in Cozycot Forum just to defend Bella Luna?

You know what?
TRY HARDER, BELLA LUNA.
My toes are tickled…

Bella Luna Pte Ltd’s ridiculous emails to me

THIS IS AN OPEN LETTER TO BELLA LUNA PTE LTD.

I had no intention of blowing things up but with the ridiculous emails you had been sending me, I felt like I needed to write an OPEN letter to you and make this known to all.

Gosh, it has been such a long time since I’d written this review on Bella Luna’s massage.
Check out my post HERE ! I paid for the service & I wasn’t pleased so I had every right to blog about it.

Anyway, let’s go back to the BASICS.
Marketing – most of us business grads would have taken this module before.
And even though I am currently not in the marketing line, I’m sure I have much more common sense when it comes to dealing with a dissatisfied customer & bad publicity.

What would you do if you were a marketing personnel from Bella Luna & you happen to have read about how dissatisfied a customer was with your service?

Would you….

1) Write a letter of apology & ask for more feedback on how you can improve your service etc?
2)  Perhaps do the above & also offer the customer another free treatment in hope that the customer would change their mind and give a positive feedback now.
3) Or tell the customer to shut up and retract whatever negative feedback that was posted on her personal blog

In this age of social media and technology, consumers are empowered with freedom and knowledge. The freedom to use & access the internet platform to gain more knowledge on whatever companies have to offer us. Check out review sites like Makeupalley.com where consumers all over the globe share beauty product reviews.

So this was what I did, I purchased an S$18 coupon via Cozyspree to indulge in a supposedly S$300 worth of treatments a day before my wedding photo-shoot. I was nice enough to exclude the fact that their masseur used so much strength that she ruined my manicure on 1 finger. I chose to close one eye on that…

However, I was not satisfied with the ambiance & the treatment so I decided to share my experience online. But Bella Luna sure wasn’t pleased with my candid review….

Check out their email to me:

And these were their subsequent emails:

PLEASE DOUBLE CLICK ON THE IMAGE TO ENLARGE
OR CLICK HERE 

Firstly, what is with the “You have to remove all Bella Luna Pte Ltd reviews from your website immediately” ?!?!
This coming from a SENIOR marketing manager, I am indeed shocked by her replies.
She was not only rude but also made no attempt to find out what had gone wrong; why I wasn’t happy with their service and so on.
Not only did she not bother to rectify the situation, instead, she merely made matters worst.

Jennifer Tan’s next email was:

Dear Ashlene,

Please understand, sometimes bad comments and bad reviews can hurt the company’s branding, even with just one. The reason why I asked for my company’s review to be removed from your web is because we have no laison with your company whatsoever. There was no written permission to upload such reviews and now that I have seen this, please remove the review. Truly appreciate.

Cheers,
Jennifer   

(Actual email can be seen in the thumbnail above or CLICK HERE  )

I do understand the impact of bad publicity, however, this isn’t the way you handle it. Anyone can write anything in a review on their personal blog regardless of whether the service provider has given any consent or not. If I had received GOOD service from Bella Luna & blogged about it, do you think that Jennifer Tan would even bother to get me to remove my blog entry? Obviously, the answer is No.

Why would I even require written permission? So let’s say, if I buy a bag from ABC shop & I find it made of inferior quality, I can’t blog about my displeasure? If internet service provider XYZ gives me bad customer service, I can’t blog about it cause I have “no written permission to upload such reviews” ??? Jennifer Tan, stop making A FOOL OF YOURSELF!

Anyway, the last email was the final straw! (Actual email can be seen in the thumbnail above or CLICK HERE)

Btw Ashlene, if you still refused to remove your review, I cannot do anything about that right? But I wish to let you know that we at Bella Luna is extremely unhappy about it. Thank you.

Why do I, the customer, (or ex-customer because I’m not ever gonna step into their establishment ever with such crap service) need to care about your feelings when you have no regards for mine?
Instead of trying to appease the dissatisfied customer ex-customer, Bella Luna decides to try to shut me up by getting me to remove my review.

BTW Jennifer, if you still refused to acknowledge your mistake, I can’t do anything about that, right?
But I wish to let you know that I am extremely appalled & repulsed by the way you have handled this situation. Please go reflect on your actions before your company starts losing more customers.

Folks, do think twice if you ever wanna go to Bella Luna because they have crap services.

Bella Luna Spa – Body massage & treatment review

I paid $18 for the supposedly worth $300 massage+body wrap+steam+scrub.

Photobucket

It was a promotion held through Cozyspree. Don’t be deceived by its relatively professional-looking website. This spa is far from the image it intends to project.

Firstly, the location was a pain in the ass.Cuppage Plaza; more notoriously known for its sleazy health centers and KTV joints was also home to Bella Luna Spa. I found the spa tucked away in a dingy corner of the basement II. As I entered, I was greeted by its sombre decor – mostly black; which I personally found rather unwelcoming.

The consultant gave me a drink before explaining the steps of the treatment I was about to receive. First a 30min massage followed by a wrap, steam and then a scrub to end it all. Wow, so many treatments at one shot, I thought to myself, this was gonna be relaxing.

I was ushered to their locker room and to my dismay, they did not have disposable bathroom slippers. Instead I was given flip-flops that was used to death and still damp from the previous customer’s. How unhygienic, I had no choice but to just cringe and hastily make my way to my designated massage room.

I was in for another rude shock again, the room was poorly decorated with its sad, dark purple walls looking upon me. The unfurnished concrete flooring felt cold against my bare foot, nevertheless, I was more than happy to have disposed of the clammy wet flip-flops.

The bed had these dark khaki greenish gray towels on it. Maybe it’s the color but they reminded me of somebody’s forgotten dirty laundry left in the laundromat for months.

My masseur was an aunty who claimed that she did Zoe Tay’s pre and post-natal massages. She seemed like a pretty nice lady. She said that I had pimples on my back (which I didn’t think so; those are just fading pimple scars) so it was better that I top up a body mask for $10. Fine, I thought to myself, it was just $10 bucks anyway. So I had the scrub first and then showered it off in their tiny shower corner which also spotted the same bare concrete flooring. Yucks.

After that, I had the 30minutes FULL body massage. And I couldn’t even relax because the hole in the massage bed which allowed me to be lying on my belly, showed the shrinkwrap they kept under the bed. Not exactly pleasant to the eye and I did not een feel relaxed enough to want to close my eyes.

The body massage was finished in a jiffy, I don’t even know if it was really 30mins? But anyway, I had the body mask applied on and then I was left to steam for supposedly another 30minutes.

I left the massage room not feeling recharged, relaxed or satisfied. The consultant attending to me thereafter also made a mistake; she thought I did their facial. Interestingly, they did not accept cash only NETs. And they were offering me this $300 treatment at $200 for 3 times or 4 times (student rate). Luckily, they made no attempt to hardsell me at all. Perhaps that’s their only saving grace.

Overall, I’m totally not impressed at all. This place deserves only 1 heart out of sympathy.

Rated:

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