Pure Indulgence - Chermside Concept (2612 reviews)

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Pure indulgence is the only place I trust for my brows and has been for almost 10years now. I recommend Pure indulgence to friends, family and even my own customers when I was working in hotels. I would have spent thousands on treatments for myself plus gift vouchers for whoever I am buying for. And to be honest I will more than likely continue to recommend Pure indulgence. BUT today was my first Sunday appointment in a very long time and I was shocked at the surcharge. I am all for staff being paid a penalty rate over the weekend and encourage all businesses to do so. But 20% surcharge on a Sunday is so over the top. 5-10% sure, I’d probably pay that, but 20%!!!! Seriously? There’s a 15% surcharge on public holidays where staff penalty rates are double time and on Sundays staff rates are only time and a half. How can you justify 20% for your loyal customers just because it’s a Sunday? It’s also not fair that it’s your front line staff who have to take the heat from disgruntled customers. On this occasion the girl at the front counter was lovely enough to side with me and not charge me the extra. The reason being was because the last series I bought was before this new policy came into play. She then encouraged me to pass on my feedback. So this is what I’m doing. Your response will probably be along the lines of “just don’t book on a Sunday” and that’s fine because generally I don’t book on a Sunday. But as I’m sure you can understand life gets busy & sometimes you only have a spare hour on a Sunday. As I stated in the beginning I LOVE Pure indulgence and your staff are amazing but I hope that you reconsider the amount of your Sunday surcharge (or really the whole thing). Especially for those customers who are loyal!

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I have had massages and facials at pure indulgence before which have been absolutely amazing. I wanted a pedicure that was a bit more luxurious than what you get at the drop in nail salons all around shopping centres so was happy to pay more to get that but I was very disappointed. The only real difference was a private room instead of a row of chairs next to each other where everyone can see you. Even the massage was not as long or as good as I usually get. I’m pretty sure a different colour than what I chose was put on my nails as well. I guess for more than double the price I was expecting a lot more pampering and I didn’t get it so I think I’ll stick to the basic salons for my pedicures from now on.

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The new girl who replaced Tatiana was just as good. Thank you.

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Very friendly and professional experience was beautiful and I will definitely be back especially with Emma thank you

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Suzanne was absolutely wonderful. I have no words to say how much better I felt after my massage. She is a skilled professional with a warm, relaxed, low-key style who I will definitely see again. Thank you Suzanne and P.I.!

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I have been a frequent visitor to Pure Indulgence for years. The staff are always lovely and the salons are always presented beautifully, but twice in a row now I've booked in for a certain treatment only to have it changed once I'm in the room. I love browsing the menu and choosing a treatment for myself, something I need/want that caters to what my skin problems are and mostly to pamper myself, and both times my treatments have been changed once I'm in the room with the therapist telling me that 'something else' will be better but it ends up not being what I wanted at all. Both times they changed me to their promotion facial and then tried to entice me into buying a series package and I think that's all they care about, trying to up sell their series packages rather than delivering a treatment that the client actually wants. The first time this happened I was booked in for a Signature Facial valued at $145 for 70 mins and the second time I was booked in for the Pro Ultimate Facial valued at $169 for 80 mins, and both times the therapist talked me into changing my treatments to their latest promotion which were both valued at $99 and were for less time. This is strange to me from a business perspective, why would you change the client to a cheaper treatment when they were clearly happy to pay more for what they booked in for? I then get told excitedly that by changing to the promotion facial I can buy a series package and the total will be only approx $100 more than I originally was willing to pay for the other treatments. Obviously they just want their clients to buy a 'series package' and that's what they're focused on, not delivering the treatments their clients actually want. But I don't want to buy a series as I don't get a lot of opportunities to visit the salon and I just like to enjoy the treatment I like/want when it suits me. Doing what the therapists are doing ends up with me paying only 1/2 to a 1/3 of what I was originally going to pay (which isn't good for the business) and I end up leaving feeling deflated because I didn't get what I originally wanted. You're probably thinking that I don't have to say yes to doing the other treatment and that I'm able to say no, but the therapist's don't tend to ask, they say "I'm going to do this instead and I think this will suit your skin better" and away they go. When you're already on the bed ready for the treatment, you feel kind of stuck and can't say otherwise. I'm sorry to say but I won't be back to Pure Indulgence, nor will I recommend it anymore. It's such a shame that you have all these beautiful treatments on your menu, yet clients don't get to enjoy them.