Ikeda Spa Prestige Review (Bad Phone Service Bad Website Bad Booking Experience)

Ikeda Spa "Prestige" just lost 1 customer and perhaps more when people read the below.

1) Treat customer as liar
2) Turn away customer
3) Bad phone etiquette
4) Bad public relations when talking to customer
5) Unprofessional tone and attitude when talking to customer
6) Did not train staff
7) Bad reservation/booking method
8) Other spas are not as inflexible and inconvenient as Ikeda. 
 

After reading about their Open House Package in the magazine Wattention, I really wanted to try the massage that came with the package.

Called them at 3.40pm. An Indo/Filipino woman picked up. She said the promo ends this month when according to the magazine, it ends 31 August.  Staff don't even know their own promo information.

She was about to reserve the day and time that I wanted, but asked for my credit card number.  I said I was not comfortable giving it and will be paying by cash. She then suggested I book online at their website, even though I assured her that I was definitely going to be there tomorrow Friday at that time.

We ended the conversation after I agreed to go online.

At 3.47pm, a different woman called and asked for me in a very rude tone. She insisted that I provide my credit card number to reserve. I repeated that I was not comfortable giving it and assured her that I would be there (so there was no need for me to provide credit card details).

That was not enough. She was adamant that I provide it. Said "most customers" would give it. Implying that I should also give it like "most" customers.

(If you want my money, then treat me right. I am not "most customers". Every customer wants to be treated uniquely. In fact, I think "most customers" would hesitate and avoid giving their credit card details/numbers. A spa is not worth compromising your credit card even if they say they will not reveal what you tell them.).

Still holding the phone, I said I was in the middle of booking online at their website.

The booking system was inconvenient to use. You have to choose which category first. The package is not under "promo deal".

When finally I reached the page that would confirm the booking, it asked for "promo code" and requried a booking deposit of $50 at Paypal.

Give me a break, for heaven's sake. Paypal??

And why should a customer deposit a $50 booking fee when other spas that are classy and upmarket don't even do this?

Why is Ikeda treating the customer so badly, without class and finesse? Where is the prestige in their "Prestige"?  What poor customer treatment. 

The woman who was on the phone said that whether by phone or online, I still have to provide credit card number. Her tone was very rude and unprofessional.  She further said that if I don't turn up, I will deprive other customers of  a booking.

How could she say that? I already confirmed that I would be there and will be paying by cash.

She was being very impolite.  It made me wonder why this Japanese spa has such bad booking policy and such untrained staff.  Is it even run by the Japs?

Then again,  I guess the booking policy is bad because it is Japanese. The Japs operating in Singapore can be very inflexible. Example: inflexible and few food variety restaurant menus.

Her tone and bad way of handling the situation really ruined my desire to book. To get off the phone, I said I can't find my credit card. She said, "Then cannot book lor.".

And that was it.

That's their customer service.

How could she have turned away a customer like that?    

"Either give us your credit card number or not, we don't need you. If you won't give, there are other customers who will.". That is what Ikeda Spa is saying.

There is a method that could have prevented it. But why should I teach them to be smart by posting it here?

Anyone with brains will know what the solution is.  This solution will be a compromise that the customer can accept. A half-way point that will appease the customer who will more likely make the trip to the spa.

Ikeda Spa, you slowly go and think about this solution while you are losing customers.