Tula yoga spa
Toronto,#2REBUTTAL Owner of company
Sun, May 29, 2011
Tula Yoga Spa has been in business for 7 years offering a variety of Spa Services and a wide range of fitness classes. We have many return clients. We have been featured in Flare Magazine, National Post, Sweet Spots, EYE weekly and others
In 2010 we were selected by Fashion Magazine as Best Place To Get A Brazilian in Toronto. The writer of the article received a Brazilian by me personally, to excellent reviews: http://www.tulahotyoga.com/press_pdf/press-fashionmag042010.pdf
I am very passionate about what I do and have been performing spa services for many years. I aim for excellence in service and I am professionally proficient in my skill, as is every other staff member at Tula. For hair removal we offer soft wax, honey wax and sugaring (either with ball or cloth strips).
First off all, let me say this client Jill had never had a Brazilian before and she told me so. For her to say it was a terrible Brazilian wax is very misleading, as she is not able to judge or compare it to anything else. It is true she and her friend were kept waiting, but for about a half hour each. There was a miscommunication between staff and myself and I thought I had no more clients that evening. I was just about to leave the spa at 7:15 when I was told I had 2 clients waiting. This is very rare and hardly ever happens, it was simply a mistake. At Tula we are sticklers for being punctual in our treatments. Right away I apologized, explained the situation and brought the first client back. I was very friendly and professional with this client and we talked quite a lot. She was sweating considerably, she made several jokes about how much she sweated, and spoke about how she had been sweating coming up to the appointment. She said she sweated a lot with physical activity and in situations where she felt nervous. She told me she had been speaking about it prior to the appt, I assume to her friend. That is why I brought it up to her friend (quietly I might add) after when she asked how it was, I thought they were friends and had talked about it. When someone is sweating profusely it comes to a point when you cannot remove any more hair, and this is what happened. It was not my fault that this client had a sweating condition. There was a section at top that was not removed, but about 80% was done. I invited the client back in the next week or two if she would like to do the remainder, complimentary. I used sugar paste with cloth strips to remove the hair, it is quite comfortable and we have many repeat clients who love this service. It is usually more comfortable than waxing and less abrasive on the skin.
The second client I was very pleasant and professional with too. I made her feel as comfortable as possible and she seemed fine during her treatment.
In regards to leaving the door ajar this, to my knowledge, is not true. She made no mention of it during the treatment. At any rate, the spa is in the back of the building and it was closed, so there were no clients or staff members around but me.
The fact that I did not use their names during the treatment was another complaint. Given that there was a mistake with the communication of the appointment and they had been kept waiting I had no time to check their names as per usual.
These two clients wrote very offensive and insulting emails to us, despite this I offered a complimentary treatment for both of them. I also offered a different therapist for them. They refused and demanded a full refund. This I do not feel to be fair. Also, they purchased the service through Wagjag, a group buying site, for half price. This makes this request even more unjust.
Sincerely,
Isabel Lambert
Tula west yoga spa
[email protected]