Spa At Gateway Centre

«The Spa Owner is Ignorant and Does NOT Care about You!»
Please Read!
I received a $ 235 gift card to the Spa at Gateway for my birthday. I had enough on the card to pay for the cheapest package — the Spa Sampler. I reviewed the services for that package and decided that I did not like those services. I continued looking through the other packages. The package that I liked the most was the Spa Diva — the most expensive one ($ 345).
Included in the packages is a «light lunch.» If you do not get a package but get 3 or more services together then you can «buy» the lunch for $ 15. The information on the brochure and website state that the Spa does not permit substitutions for the packages.
So, my idea was to get the most expensive package — the Spa Diva. But I did not want the facial that came with the package. I wanted the Aqua Lift Facial — $ 30 more than the facial in the package. I was more than willing to pay the extra money. Also, I wanted to get a paraffin dip for my hands and feet. Those services would cost an additional $ 24.
If I were to purchase all of the services that I wanted I would have spent $ 399 ($ 345 + $ 30 + $ 24). That is an additional $ 164 that the Spa could have made. My services would have taken between 4.5 to 5 hours. But the Spa would not provide a lunch. I WOULD HAVE TO PAY $ 15 FOR A LUNCH.
The first person I spoke with was a manager named Jennifer. She was rude. She basically said that the policies are the way they are. THEY DO NOT ACCOMMODATE! So, I asked to speak with her supervisor– the owner — Julie.
Julie, the «owner», needs to learn a thing about CUSTOMER SERVICE. I never spoke directly to her. I called her 2 times. She left one message for me on my voicemail. She claims that her employees put the packages together by looking at the products, services, and time involved. She also said that the packages are discounted. SHE IS A LIAR!
I went through the Spa Diva package and the $ 345 price is the full price for all of the services individually. THERE IS NO DISCOUNT. Julie said that the «lunch» is the discount.
Now, think about it. If you knew that you could fork over $ 15 for a «lunch» to earn your business $ 164 more, wouldn’t you do it?
Julie is willing to provide lunch if I spend $ 235 (for the Spa Sampler). But she is not willing to provide lunch if I spend $ 399 and almost 5 hours in her business. JULIE IS IGNORANT!
Julie is too important to speak directly to her prospective clients and earn their loyalty. I gave her a chance to earn my money and loyalty. But all she earned was a bad review. And I had no choice but tho use my gift card or I would lose it (per their ridiculous policies).
The only reason that I am giving this place one star is because the lady (Stephanie) who did the 2 services that I received was really nice. I told her about my complaint. And she listened. She seemed very sympathetic and understanding. It is not her fault that she works for someone (Julie) who does not want to earn clients for her own employees.
On a side note, the Spa was not very accommodating to my 90-​year old grandmother who went there for a pedicure. My grandmother walks, but has difficulty. And the cheap, flimsy, flip-​flops that they use made it very difficult for my grandmother to navigate the Spa’s ridiculous maze of hallways. After a while, someone finally gave in and let my grandmother exit through a backdoor so that she wouldn’t slip and fall in the flimsy flip-​flops.
STAY AWAY FROM THIS PLACE!