Pure Indulgence Garden City (1891 reviews)

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I arived in salon at 10:55am. My appoinyment was at 11am. I was left to wait untill 11:10am. A girl, I think she was Nicole, was a very gentle and lovely, but the appointment was too short. They told me at the front desk and on web page you can find that appointment is 50 min long, but with 10 minutes late and finished 5 minutes before 11:50am it was actually only 35 minutes long appointment for signature pedicure. I don't think that this very basic pedicure is worhted $69.

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Yesterday I did my third time facial treatment at pure indulgence and I want to say very disappointed. I bought a voucher which allows me to do three times tropical escape and yesterday was my second treatment. As my first experience, I already known the treatment process. But yesterday treatment was completely different. First, staff forgot to turn down the light, the light was too strong to make myself comfortable. Then, the whole treatment was doing in a rush. The most disappointed point is facial massage. Last time I got 5mins to 10mins facial massage but yesterday she only did no more than 1 min. I asked her about it, she said she did different type, I cannot understand why she cut the time. The treatment should be done in 50 mins, I only got 30mins. I was very disappointed with last experience and be upset with customer service. I think probably I will finish the last treatment and I won't come back again.

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I have been getting treatments at pure indulgence for years. I had never had a bad experience. I literally spend thousands of dollars in there. Being significantly pricier than most salons, I was still happy because I believe in paying the money for good service. However, in the last 6 or so months, pure indulgence has provided anything but good service. Management has changed completely at least twice, and every single appointment I have made (monthly) for the last 6 months or so has either been cancelled, postponed, (usually at the last minute, once the day before an anniversary trip and the other the day before an overseas holiday, leaving nonroom to make alternate arrangements). And if not that, then I have had the therapists changed at the last minute several times because of no-shows or some other drama. For a pamper treatment it doesn’t matter so much, but for more personal treatments like Brazilians, it is very unpleasant to have to see a new therapist each time. The salon has become poorly managed, the therapists are unreliable at best, and it is no longer worth the price. I am not usually one to complain. In several years of frequenting pure indulgence I have never ever left a bad review, even if I have had a not so great experience. Like terrible massages over the years by clearly inexperienced therapists. All that comes with service. This is a new level. I have not topped up my series for myself or my daughter, because I am no longer certain I will be coming to pure indulgence anymore. This may not matter. We’re just two people. Understandably, your new manager has inherited a fair bit of baggage. But if you want to remain viable, long term loyal clients like myself should be treated a little better. And given a little less attitude by managers who call with the same incompetent story and appear to be crumbling under the load. Please note that I am NOT after some free pamper treatment so please don’t even bother to offer it to me. I’m happy to pay for a service, as long as I continue to get what I’m paying for. I’d like to know what’s changing in order for me to remain a client, and if not, I’m happy to move on from pure indulgence.

Comment

The massage was ok, unfortunately the room was quite cold so I was very chilly most of the time. I also thought there was more to the Total Body treatment that I booked for, but it was just a 40 minute back massage and hot stones,nothing on arms or legs. Not bad overall though, just a little disappointing.

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I booked for spa wellness facial, on the description mentioned that has pressure point facial. Been the last couple of times I’ve done this, seems I didn’t get this treatment. I’ve done one time with Yuna, she was amazing and did the job properly. The other ladies done my facial, seems have less experience and didn’t provide me with pressure point facial. What the point charge so much but the treatment quality so low? My suggestion is should train all the therapist so they all in the same page.

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I normally have much to say about Pure Indulgence being a delightful and prestigious salon, it's my favourite place to go; it's the little touches they include that make it a great experience. I'm always asked if I'm comfortable, details about what I'd like for my treatment, offered a glass of water, etc. This time, though, was very different; my regular therapist had left so this time I was seen by a new one. The room was air conditioned and my feet were bare, but I wasn't offered a blanket or a towel, or asked if I was comfortable. I ended up asking for something. My therapist didn't ask me how I would like my treatment done and didn't respond when I asked her to tweak certain aspects. At one point she began a massage without any clarification on firmness and ended up really hurting my shoulder. After the treatment, I wasn't offered any assistance, mineral makeup to cover my red skin from being waxed, or a glass of water. These are all things I have always been offered any time I have had a treatment with my previous, regular therapist at Pure Indulgence; today was such a different experience, it was just very disappointing.