点评:I can’t think of another person least deserving of anyone’s custom and money than owner John Prowse.
Put aside the fact this place smells like a mouldy toilet due to what appears to be a leak from the floor above, it also looks like a low end nail shop. We and another couple also had to wait 10 minutes for a therapist to finish what they were doing and come speak to us at the front desk, as there was no receptionist.
In January, I booked a voucher through Activity Superstore for a 60 minute “luxury” couples massage at Mermaid. This was a Valentine’s Day surprise for my partner. We had our booking confirmed by Activity Superstore weeks in advance so we turned up for our treatment having travelled across two counties on the train only be informed by staff they had no record of our booking.
One of the therapists rang the owner, John who was very rude from the beginning and clearly could not care less. He simply told us Activity Superstore did not make the booking which was later proven to be a blatant lie. There were not enough therapists for a couples massage so we had no choice but to leave.
Having reached out to Activity Superstore, they sent me copies of the email exchange between their staff and John (as shown on screenshot) clearly showing that John himself confirmed our couples treatment has been booked by him. Clearly he has incredibly poor manners as also demonstrated in his response to them stating ‘read the email trail, I already confirmed it’s ok’.
To then have the guts to be so rude and defiant, offer no apology, show no signs of customer service skills and blatantly lie to our faces was bad enough. Unfortunately when I asked John to put this right he topped it off by saying complain to Activity Superstore. Despite there being absolutely no fault on their part and the blame lying entirely with this man.
Bravo John, you could not have handled this is a more appalling fashion! Please work on your customer service skills and do your job properly. It’s not hard to enter someone’s appointment in the books.
翻译:我想不出还有谁比店主 John Prowse 更不值得任何人光顾和花钱了。
撇开这个地方闻起来像发霉的厕所这一事实不谈,因为楼上似乎是漏水,它看起来也像一家低端美甲店。我们和另一对夫妇还不得不等了 10 分钟,等治疗师完成他们的工作并来到前台与我们交谈,因为没有接待员。
一月份,我通过 Activity Superstore 预订了一张优惠券,可以在 Mermaid 享受 60 分钟的“豪华”情侣按摩。这是给我伴侣的情人节惊喜。我们的预订提前几周得到了 Activity Superstore 的确认,所以我们乘火车跨越了两个县才到达那里接受治疗,工作人员却告诉我们他们没有我们的预订记录。
其中一位治疗师给店主 John 打了电话,他从一开始就非常粗鲁,显然一点也不在乎。他只是告诉我们 Activity Superstore 没有进行预订,后来被证明是一个弥天大谎。没有足够的治疗师为情侣按摩,所以我们别无选择,只能离开。
联系 Activity Superstore 后,他们向我发送了他们的员工与 John 之间的电子邮件往来副本(如屏幕截图所示),清楚地表明 John 本人确认我们夫妻的治疗已由他预订。显然,他的礼貌非常差,这也体现在他对他们的回复中,他说“阅读电子邮件线索,我已经确认没问题”。
然后有胆量如此粗鲁和挑衅,不道歉,没有表现出任何客户服务技能,公然当着我们的面撒谎,这已经够糟糕了。不幸的是,当我要求 John 纠正这一点时,他更进一步说要向 Activity Superstore 投诉。尽管他们绝对没有错,责任完全在于这个人。
太棒了,John,你不可能以更令人震惊的方式处理这件事!请提高你的客户服务技能,做好你的工作。把某人的预约记在账簿上并不难。