Thegreenwichspa Reviews 9

Wonderful experience with the very brilliant, kind and attentive Emma. Best-ever facial!

I had my facial with Michaela and she was the sweetest person ever! Definitely made my first experience at Greenwich Spa very enjoyable and I will be back for my Hydrofacial next!

What a wonderful experience with Ayla she was amazing, I felt so good afterwards.
Ayla was so welcoming and give me some skin advice along with a cup of tea. I’m already planning my next visit

I had an amazing massage by therapist Ayla and it was relaxing, I felt on top of the world
It was everything and more
Ayla made me feel so welcome and treated me to a lovely coffee also .
I’ll definitely be paying another visit

Absolutely awful place. After leaving honest review of my experience on Google they responded with a bunch of lies. Even though I had provided them with screen shots of the discount showing for a treatment on their website they still denied lol. After even suggesting I am happy to pay full price but unable to book due to the website issues they had worn the booking system they still didn’t have a solution. Then to say I became enraged because I couldn’t book is false as they then proceeded to text me ( which I have screen shots also of ) to ask me which I wanted to book I showed the screen shots of what was showing on the website and politely responded that it’s ok I have now booked elsewhere, thanks anyway. Certainly not enraged. More pleased that i actually find somewhere with a seamless booking system, polite trustful staff and guess what an expected discount for first customers of 20%. This is not the first bad experience Iv had with the Greenwich spa. I have gone into the salon previously waited ages for someone to come to the front reception who again was so rude and unprofessional. It’s as though it’s run by a bunch of teenagers that always seem to have a problem, clearly can’t manage the salon professionally. Would avoid at all costs. Pure synergy Salon a short distance away I would highly recommend rather than this awful place! If you’d like to respond to this reply as you have with my Google review I suggest you do so with honesty. I have screen shots of the conversation that was had along with the error messages I had when booking as explained to you previously. Rather than telling lies to cover up your shambolic way you treat customers. Thanks :)

I had a Million Dollar Facial booked at The Greenwich Spa today (08.04.24). When I arrived, I chatted with Rabia about my skin concerns/history, revealing that I previously suffered with acne, and had completed a course of Roaccutane (specialist acne medication) in September, 7 months ago. I had no reason to believe this would be an issue, as I had completed all of The Greenwich Spa's history/consent forms, one of which asked if I had taken Roaccutane in the past 6 months. I said "No", because I haven't.

Upon hearing that I was on Roaccutane 7 months ago, Rabia called the owner (Susanne Kollner) to inform her, and was told by Susanne not to proceed with the treatment on the grounds that they require clients to be 12 months clear of Roaccutane for this treatment. This would have been perfectly reasonable and understandable, if the consent form had specified 12 months, not 6 months.

I accepted this decision, which wasn't Rabia's fault, and retreated to the reception area to politely call the owner (Susanne) to request a refund, because the discrepancy between her consultation form and her treament policy, is obviously not my fault. Susanne stated that I wouldn't be receiving a refund because I had signed the form that (she believed) stated their 12-month-clear policy, and when I informed her that this is not what is stated on the form, and asked her name, she abruptly hung up the phone! I called back and said I wasn't sure if the disconnection was an accident, but was cut off - "No, I was finished with the conversation" said Susanne. Outrageous customer service. She then tried to claim that she had hung up because she was in the car, so she couldn't talk, however this hadn't stopped her from chatting with Rabia for a few minutes before, nor from answering my initial phone call, and generally I'd expect someone to explicitly state that they couldn't talk before hanging up, as opposed to doing it abruptly in the middle of a conversation. All I was asking for was reassurance that she'd provide me with a full refund as soon as she could, after verifying that she was wrong about what was stated on her own consent form. This reassurance was not forthcoming, nor was an apology for being rude, wasting my time, and failing to update her consultation form to keep it consitent with her treatment policies.

I followed up via email, attaching my completed consultation form as evidence, and stated that I would take further action if I didn't receive a full refund. Susanne responded, stating that I was being "threatening" - one has to be incredibly fragile to perceive a customer requesting a refund in lieu of further action (i.e. disputing the transaction with the bank) as "threatening"; disputing a transaction is the only recourse when a business refuses to provide a deserved refund. Susanne also said that she had sent me an email confirming that I would receive a refund shortly after I left the premises - this is not true, as the only email I received simply stated that my appointment had been cancelled, with no information or confirmation regarding a refund.

Rabia was nice and was actually apologetic (despite it not being her fault at all) but unfortunately couldn't do anything to provide me with a refund. It's not surprising that most of the positive reviews mention Rabia, and almost all of the negative reviews mention Susanne or "the owner".

Poor communication and poor management. The negative reviews for both The Greenwich Spa and Susanne's other business (My Detox Diet) consistently mention the rudeness of the owner, and this attitude carries itself into the owner's responses, which are fraught with evidence that she struggles to differentiate between genuine negative feedback for her business, and personal insults. Needless to say, I will not be returning.

Good service, some lovely staff and a nice relaxing space.

Very sad that the Greenwich Spa would operate a business with zero customer service.

My friend and I booked an appointment with the Greenwich Spa through Treatwell. After which the owner contacted us to say she could not honour those appointments. Long story short, the owner was outrageously cold, rude and very unhelpful. When we pointed out that her behaviour was unacceptable she literally said 'move on'. You could not make this up. Don't go there is my advice!!!

Wow!! What a bad experience I just had from This Spa. My friend and I, contacted Treatwell to find a spa to do Colon Hydrotherapy. We were initially impressed with The Greenwich Spa as it says it has two therapist and it gave us the impression we could do the work at the same time. We chose a date and time confirming availability and made sure to check the two therapist, were both assigned. Once we paid, I received a phone call to say… “yeah can’t Do that time as we don’t have two hydrotherapy rooms! Also you can’t do back to back as I have another booking so you have to do the time I Choose, not what you want!! That’s so not the way to do business and quite frankly Buyers beware this practice is not professional! She cancel our appointment and then said move on??? Thanks Greenwich Spa for a terrible first impression that will
Last. They miss sell what they can do!
Terrible Customer service!!!!!!