Dear BL Nielsen.
Thank you so much for taking the time to tell us about your experience here at Art of Wellness.
We are obviously sorry you don’t feel you had the optimal treatment, and we would like to hear more details about your booking.
Was it a 60- or 90-minute appointment you made? You mention both times in your review, and massage is only included in the 90-minutes treatment and all members of the staff do the massage during this treatment, so we are very surprised to hear that you didn’t get it, provided you booked the 90-minutes treatment.
Is it silence from the staff you are referring to, was it background music you wanted, or both?
It is a bit difficult for us to see what is documented on your appointment as we don't have your name, so it would be a great help to us if you could provide us the date and time you visited us? Perhaps in an email, if you feel more comfortable with that.
Sometimes we talk about the effect of the products, but usually we “only” tell what we about to apply, why and where. That you didn’t feel you were provided with the information you are used to or wanted, is obviously not up to standard, just as it’s not okay you weren’t asked about your facial regimes, unless you have already mentioned that on the phone when you made the booking.
Did you communicate in Danish or English? Because unfortunately not all of us speak English, and if someone is not secure about the language, unfortunately sometimes people tend to not say anything at all.
Finally, it’s understandable you feel frustrated about the booking process, however unfortunately that is the way our booking system works.
But of course, we would very much like to see you again. So if you would like to visit us another time and give us more details about your experience here as well as receiving a give-away as a thank you for taking the time to help us improve, you are more than welcome.
We are looking forward to seeing you.
Thank you for your reply via email.
We have established that you booked a 60 minutes, where massage is not included, and the confirmation of your booking was sent to you the day before your appointment.
Our email is this:
Thank you for your reply.
We have attached a screenshot of your booking, so you can see what was written in the confirmation you received prior to the treatment.
This looks like an error in communication, we would very much like to know who informed you that wax of the upper lip would be free of charge, as that is not case neither in the 60 minutes nor the 90 minutes treatment.
Have a nice day.
