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Terrible customer service/ Lack of regard for safety.
Shoji Spa & Lodge的点评
点评：I’ve lived in Asheville for over 10 years and have visited Shoji many times to soak always having a great experience. This particular time, I left angry and dissatisfied. I booked an hour long soak + a 90 minute massage with Ashley that I desperately needed because running a local business, I truly haven’t had much self care time at all and I was excited to make the most of this experience. Earlier today, Buncombe County issued a severe weather warning for what appeared to be around the time of my appointment—this was a potential flash flood warning where 6-8 inches of rain was expected in the eastern part of the county where Shoji is located. I called to see if they had an inclement weather policy. They said no. At this time, I wasn’t able to change or cancel my appointment and that was okay, I was looking forward to coming anyways. I’ve been many times and the soaks in the rain or snow are always quite special. It wasn’t raining when I arrived. I was walked down the hillside to tub 3, the very furthest from the reception area, and I’d been down for less than 10 minutes before the sky broke loose and it down-poured for over 30 minutes. Normally, this would have been amazing, but it seems they were doing repairs on the roofs and mine (tub 3) was the only that was totally incomplete and had zero space to shelter my belongings or take respite had it stormed. The shingled roof was completely removed and I had not an inch of shelter space like every other tub had. I had to pile my towel, my sweater, my robe and 2 outdoor pillows over my bag to ensure my belongings didn’t get soaked and electronics damaged. All my stuff got damp but nothing ruined. I ended my soak about 10 minutes early as it was beginning to rain again and I didn’t want to get stuck down there. When I told the girl at the front desk what happened and how unenjoyable that was with no where to shelter my things, she smiled and thanked me for my feedback. What?! I was not giving feedback, I was giving you the chance to make it right because having absolutely no shelter:dry space is a hazard. I then told the massage therapist and it was agreed that my complaint was completely valid. She said she’d talk to the front desk to see what they were willing to do. When I went down to check out, their offer to make it right was taking off the fee for the 60 min deep tissue massage that I added on to my regular massage. What again?! I declined to be discounted there and expressed that punishing the therapist for her service wasn’t the way to make this right. They smiled smugly again and said okay, my receipt had already been sent anyways and it was as not deducted. Total customer service fail and you’ve lost a local customer in me. Maybe repair the roof to ensure shelter/dry space before knowingly operating it under repair, especially when heavy rain was in the forecast. Really sad to see once greatly regarded businesses put their bottom lines first and over the customer’s experience and overall safety.
翻译：我在阿什维尔生活了 10 多年，曾多次前往 Shoji 浸泡，每次都获得了很棒的体验。这一次，我带着愤怒和不满离开了。我和 Ashley 预订了一个小时的浸泡 + 90 分钟的按摩，这是我非常需要的，因为我在当地经营一家企业，我真的没有太多的自我护理时间，我很高兴能够充分利用这次体验。今天早些时候，Buncombe 县发布了恶劣天气警报，似乎是在我预约的时间附近，这是一个潜在的山洪警报，预计 Shoji 所在县的东部地区将有 6-8 英寸的降雨。我打电话询问他们是否有恶劣天气政策。他们说不。此时，我无法更改或取消我的预约，但这没关系，无论如何我都期待着来。我去过很多次，雨雪中的浸泡总是很特别。我到达时没有下雨。我沿着山坡步行到距离接待区最远的 3 号浴缸，下了不到 10 分钟，天空突然倾盆大雨，倾盆大雨持续了 30 多分钟。通常情况下，这会是令人惊奇的，但他们似乎正在对屋顶进行维修，而我的（3号浴缸）是唯一完全不完整的，并且没有零空间来存放我的物品或在风暴发生时休息。木瓦屋顶被完全拆除，我没有像其他浴缸那样有一英寸的庇护空间。我不得不把毛巾、毛衣、长袍和 2 个户外枕头堆在包上，以确保我的物品不会被浸湿，电子设备不会损坏。我所有的东西都湿了，但没有损坏。我提前大约 10 分钟结束了浸泡，因为又开始下雨了，我不想被困在那里。当我告诉前台的女孩发生了什么事以及没有地方存放我的东西是多么不愉快时，她微笑着感谢我的反馈。什么？！我不是在提供反馈，而是给你机会改正，因为绝对没有庇护所：干燥的空间是一种危险。然后我告诉按摩师，他们同意我的投诉完全有效。她说她会和前台谈谈，看看他们愿意做什么。当我下楼结帐时，他们提出取消我在常规按摩中添加的 60 分钟深层组织按摩的费用。又是什么？！我拒绝在那里打折，并表示惩罚治疗师的服务并不是纠正这种情况的方法。他们又得意地笑了笑，说好吧，反正我的收据已经寄出去了，等于没扣。全面的客户服务失败了，你失去了我这个本地客户。可能会先修理屋顶以确保庇护/干燥空间，然后再故意进行修理，尤其是在预报有大雨的情况下。看到曾经备受推崇的企业将利润放在第一位，而不是客户的体验和整体安全，真的很难过。
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