The Face & The Body in Chesterfield, MO

I had a wonderful facial with Sara yesterday.  She was very thorough. I scheduled three more appointments with her.   After my facial, I had an appointment with Gabby for Botox.  I was very disappointed when after my facial they told me Gabby was at the Brentwood location and could not do it yesterday.  I had to reschedule it for next week.  I find that unprofessional since they called me and confirmed the appointment.   I had that scheduled for over a week.

Update - The management called me to resolve this issue and apologized for the mishap. I understand mistakes happen and really appreciate the team getting back to me. I am so happy with the way Judy handled this. Thank you Jennah Purk!

I had a negative experience during my recent visit at the chesterfield location. My appointment was at 3:30 with Elke and I reached the spa around 3:15. I walked to the lady at the front desk to check-in and told her I had an appointment at 3:30 with Elke. She said "we have you down at 3:45" to which I responded that I got an automated text confirming my appointment at 3:30. She asked me to have a seat and wait for the provider. A lady that was waiting along with me was taken for her appointment by the same provider (Elke) at 3:30. This was actually my appointment but someone else was taken in instead of me. I still keep waiting and another lady walks in with her daughter to check-in for her appointment at 3:45 with Elke (same provider). The lady at the front desk asked me with a puzzled look on her face if I had an appointment with Elke and asked me to confirm the time again. I showed her the confirmation text I got from them and that I had responded back with a "yes" to confirm. She went inside to check with the provider and came back and told me that they will have to reschedule me since my appointment was canceled. She then proceeded to check-in the daughter that came in with the second lady and took her back for the appointment with Elke. I don't understand how my appointment got magically canceled when she told me that I was all checked in a few min ago. She apologized to me and rescheduled my appointment but wasn't able to answer why my appointment was canceled. I find this behavior very unprofessional. How can a confirmed appointment get magically canceled? If it was truly canceled why wasn't that communicated to me the moment I walked in?

This was the 2nd time in a few months I used a gift card and had a massage which was mediocre at best. Both times I was barely acknowledged both before and after the service. The second time I was told my gift card had a zero balance. I had to ask several questions before the other receptionist commented and told me their gift cards expire after one year. I get a lot of gift cards, never have I had one that was only good for a year. Perhaps a nicer attitude would have softened the blow but they obviously do not care. I will stick with the friendly people at my local Massage Envy and certainly will never buy gifts cards for friends & family there.

I will no longer be using the Face and Body O'Fallon location.  The service at the front desk is unsatisfactory.  In the past I have put up with the front desk seeming to be an endless turnstile of new trainees, a new face every time, new issues everytime. However, I'm done after showing up for a scheduled massage only to find out they did not have my previously requested female technician.  Three women at the desk tonight and not one said " we're sorry".  All I got was "we don't have a female massage person working at this location".  I understood that because, when I made the appointment  the person making my reservation said she would arrange for a woman from another location to come to O'Fallon.  The technicians have always provided great service, but I just can't deal with the constant confusion at the front desk.  I've yet to decide if I will give another location a try.

I will no longer be supporting the Face & Body or recommending. I have used their services for several years but today's interaction and experience put an end to that.
I had an appointment for a facial Mon, 9/13. I started feeling ill the night prior to my appointment with fever and body aches and therefore attempted to cancel my appointment that evening 9/12. I called the OFallon number. The recording gives the hours and hangs up. There is no option to leave a message/vm. I then attempted to see if I could cancel through text- but that is not an option either. I called the next morning prior to 10am (their open time)-
Still no way to leave vm- gives hours and hangs up. So I waited until they opened at 10 and called back- no answer x2. Then I called back about 20 minutes into my appointment time (11am) and explained to Corine the situation. Her response was a a weak "okay?". End of conversation.
Two days later I noticed a withdrawal from my bank for $118 from the Face & Body. I called and explained the situation to the front desk (ofallon) on 9/15. The young lady sounded very confused and wasn't able to help. She said she'd leave my name and number and have the manager return my call. It is now Sunday 9/19 and I never received a call back from the manager and my account has not been refunded.
I call the store back again and get transferred to Corine whom I spoke with Monday to cancel (apparently the store manager). Who states she remembers our conversation/situation. She claims she told me there was a 24 hour cancellation policy (which she did not) and goes on to explain that this policy has been in place for years so if I'm a regular customer I should know this (poor customer service). Then when I remind her of the lack of communication skills on Monday during our "talk" (when all she responded was "okay")- she responded to this with "sure". Someone has obviously failed communications 101. Corine confirms I will not be getting my money back and the only reason they wouldn't charge me is if I was sick. I WAS SICK (which I explained to her on Monday). She tells me I can talk to her manager. I'm given information to call the manager at the Brentwood store (Christine).
I immediately call Christine and once again explain the entire situation and how I've been charged $118 for a service I didn't get and that I did all that I could to try and cancel in as timely of a manner I was allotted. She apologized and said she would have to talk to Corine because she didn't know anything about the instance (even though I called several times and left a message to get a call back from a manager 4 days ago). Christine and Corine talk and I receive a call back from Christine informing me that they will not be refunding my money because even though I was sick, 1. I could have left a message (again, there was no way to leave a message during closed hours- I have confirmed this since and had other people listen to it as well- it gives business hours and hangs up). 2. The policy has been in place for a long time and is there to protect their workers (Hmmmm- What protects your customers? Poor customer service)
Christine tells me the only thing she can do is escalate to the owner. I responded "yes please give me the owners information so I can speak with them." She informs me she cannot do that and that I will not be personally speaking with the owner and that she will talk to the owner on my behalf (I wonder how that will turn out).
I'm just left in disbelief at the poor communication, repulsive customer service, and apathetic attitude by this management.
For future reference, with such a rigid cancellation policy that involves taking large chunks of money from people because you keep their card on file, you should make it as easy as possible to cancel! Meaning in your reminder text, perhaps place a cancellation link or button.
I hope you all enjoy the $118 you took from me (and my family) because that is the last money you'll be getting from me. I will be placing this review in as many places I can...there were other ways to handle this and still make sure your employee AND customer were taken care of.