On 4/12/08 I had a "Potent Potions" facial scheduled for 11:30 a.m. When I arrived I waited a few minutes while the receptionist took care of the person ahead of me. She then asked me if I had an appt. and told me to go downstairs. I have been to the Salon before so I did know where "downstairs" was. I sat all alone downstairs and waited for someone to greet me. Finally someone came out of the room, checked the schedule and greeted me. She said it would be a moment while she "turned over" the room. My services did not start until 11:40 which is not a big deal but it was supposed to be a 55 min. massage and was only 50 minutes total. For $85, I would expect a 55 (or even 60) minute appointment.

Although I thought the esthetician did her job I wasn't really sure what I received vs. what I was supposed to receive with the Potent Potion facial. I did receive the hand and arm massage and heated gloves but there was a minimal of 1 min. of extraction. I don't consider that I have flawless skin, quite the opposite, and the description of this facial states "extraction". I also can't say for sure if I received the mask unless it was a cream one. At no time did a mask get pulled off my face. It just seemed that this facial consisted of creams being applied and wiped off - very disappointing. I could do this at home myself!

On 4/15/08 I called to inquire what the "ampoule" part of the facial was (and she didn't know) and state my disappointment and was told someone would call me back. I assumed it would be that day. On 4/18/08 I called and again inquired and the receptionist apologized that no one had called me back and told me someone (Andrea?) would call me Saturday 4/19 (at home).

To this day I have not received a phone call. I feel that customer service is a big part of any business. If someone can't call back to respond to questions or concerns a client has, it is not a place I would care to frequent. You are in Salem, MA - one street over from the Point - not Newbury Street in Boston. I feel any phone call is important enough to warrant a return call no matter what the circumstance -- a complaint, suggestion or praise.

One person does make a difference and some people/friends I have spoken with also had some not so positive things to say about your Spa. I was not looking for a free facial or anything except a courtesy phone call back. If this is the way you choose to do business, good luck. Apparently you charge enough money that you don't need people to return. That's great but I can assure you I will not return. And I would not expect (as I was offered) to pay for another facial at a discounted price when I'm calling with a concern. I don't think anybody would want that.

Well I hope you get this and thanks for listening. No need to reply but feel free to mail me $7.50! ($85 ÷ 50) Thank you!

Mary Anne