I don't usually write negative reviews as i don't believe they are fair. However, in this instant it is much deserved. Booked a couples massage at this place after reading seemingly positive reviews. On arrival there was no welcome (more confusion), no one was wearing a face covering and a toddler was running around. For a supposedly 'relaxing' experience this was far from it. We got asked to pay straight away and taken to the massage room, on entering we could hear all the noise from the reception area and due to people not wearing masks we didn't feel comfortable to procees with the massage.
We asked politely for a refund only to be greeted with hostility, confusion and excuses as to why they were unable to do so. We paid by card and the owner refused to refund as she didn't know how to issue a refund back onto a card apparently!? I even suggested I would be happy to show her how to do it as I have used the same card machine. She insisted that she will need proof that we paid, even though she had the confirmation receipt! After spending the best part of an hour with our bank and going to the bank for a statement of proof she finally issued a refund.
An absolutely awful experience and horrendous customer service by the owner herself, she was aggressive and confrontational despite the fact we were talking calmly and trying to rationalise our consumer rights with her. If her husband Les wasn't there we believe this situation would have gotten very ugly. Appalling service, I would not recommend this place. The owner is a disgrace, a note to her you cannot treat people, especially your customers with such a disgusting attitude.