Joanne Yen
The service during my first visit was adequate however, I was not offered any water or asked if I might need anything. I do not remember the lady who performed the massage however, I do remember that some of her instructions were unclear. None of this was really a problem and I was willing to go back for a second appointment. I made the appointment and realized that I had to reschedule, which went smoothly. Then the day of the massage came around and I realized I had started menstruating. I have been to a few different massage places in the past and have been told mixed advice regarding menstruation and massage, especially full-body) where I have been told to cancel my appointment and that they would help me reschedule without any issues. So I called Just Melt as soon as I found out which happened to be only 30 minutes prior to my appointment (I was getting ready to head to the appointment and realized it as I was in the restroom). I called them immediately and asked for their advice on whether I would be able to keep my appointment. The receptionist stated that she didn't think it was a good idea but that she would speak with the manager and call me back with confirmation. I didn't want to start my journey over if there was a possibility they would not take me. I did not hear back and my appointment time arrived so I called them back. I explained everything to the manager who made me repeat my inquiry several times stating that she did not understand my question (I stated that I called earlier to find out if my menstruating would affect my massage and if I would be allowed to keep my appointment). She finally told me that there is no interference. They refused to take any responsibility for me being late to my appointment and stated that due to policy they would either cut my session short or charge me for a reschedule since it is the day of the appointment. I felt that this was unfair because I did my part in trying to find out what I should do and waited to receive a call back. It was not my fault the situation happened so close to my appointment time and that I was not called back like I was told they would. Instead of trying to work something out with me and attempt to be accommodating, they only cared about their own time and money. This shows me that customer service is not their number one priority which is disappointing because I thought I would really love this place. I would only have had maybe 20 minutes of my full hour if I had kept the appointment and would have had to repurchase the massage if I rescheduled so I sadly opted to cancel the appointment entirely. While I understand the policy, I believe that there should have been some accommodations made considering the circumstances and considering I took responsibility in respecting them by calling ahead of time.