Massage 2 Mummy Reviews 151

Reply from Massage 2 Mummy

Updated Jul 30, 2021

Dear Sir

Thank you for taking the time to write this review and we completely understand your disappointment and frustration. That said, I feel I must address the suggestion that we have shown a lack of care or trustworthiness.

We absolutely understand the importance of reliability and ensuring appointments go ahead with the least amount of stress especially considering that our clients are at a time in their lives when external stresses should be kept to a minimum. Our service, however is provided by human beings and unfortunately personal emergencies can occur.

We provide 100s of massages throughout the UK and very few of those ever need to be cancelled or rescheduled. But our therapists, like anyone else are human and do have occasions when they cannot make it to an appointment due to circumstances beyond their or our control. All we can do in these circumstances is our best to communicate with the customer, find a solution either by sending an alternative therapist or rescheduling or, if no solution can be found, fully reimbursing the customer with our apologies.

I note that your wife has booked 4 treatments with us in total. The first of those treatments did unfortunately need to be rearranged due to the therapist having a personal emergency. We rearranged that appointment with an alternative therapist who attended this appointment, as well as the 2nd appointment without issue. Prior to the 3rd appointment, the therapist who attended the previous 2 appointments without a problem also had to cancel at the last minute due to her own personal emergency.

We informed you immediately in both instances and, given that you completely understandably did not wish to rebook this treatment after the second occasion provided an immediate refund with our apologies.

I appreciate how upsetting it must be for you to have 2 appointments cancelled at the last minute but this is certainly not due to either a lack of care or trustworthiness. I do not feel we or any other company could have done more to ensure this treatment went ahead. We communicated throughout, did our best to find a solution to the issue and when none could be found, reimbursed you fully.

I can only offer my sincere apologies again that you did not receive the service you had expected and hope you will let us know if we can be of any further assistance.

Massage 2 Mummy

Reply from Massage 2 Mummy

Jul 5, 2021

Hi Fareha

Thank you so much for taking the time to provide this feed back and we are very sorry to hear you were unhappy with the service.

With regards to PPE we are very clear with all of our therapists that both Visors and Face coverings should be worn when attending appointments and so we will investigate this immediately. Hygiene is a crucial part of our service given the nature of our clients regardless of Covid and so we take these provisions very seriously.

The above being said, it is important to note that of all our therapists around the country we do have 2 with medical exemptions prohibiting them from wearing face coverings however they are taking Lateral Flow Covid tests on a daily basis to ensure maximum safety.

We do not appear to have a record of your previous contact with our customer service team though it may be that your booking is under a different name. If you would be kind enough to email us at customer.service@massage2mummy.com making reference to this review we will be able to look into this immediately.

Thank you again for helping us improve our service and we look forward to hearing from you soon.

Massage 2 Mummy

Reply from Massage 2 Mummy

Jun 16, 2021

Dear Mrs North

Thank you for your review and your feedback. We are very sorry to hear that you were unhappy with your massage. One of the key tenets of our service is that our therapists should at all times be mindful of a customer's preferences before, during and after treatment. We can only apologies if you felt that was not the case with your treatment.

We would very much like the opportunity to rectify this matter with you and ensure the individual therapist is aware and can improve the quality of her service where required. If you could contact us on customer.service@massage2mummy.com with the details of your treatment that would be greatly appreciated.

We look forward to hearing from you soon.

Massage 2 Mummy

Reply from Massage 2 Mummy

Jun 16, 2021

Dear Customer

Thank you for your review. I note that you have not provided your name however we are aware of the appointment that we believe this review relates to.

We are of course very sorry that you were unhappy with our service. That being said, we do make it clear to all customers at the time of booking that they must be able to provide parking near to the property or at lease a reasonable distance for the therapist to carry her equipment from her vehicle. The therapist who attended your appointment has worked with us for a significant period of time and has never before had to abandon an appointment due to lack of parking. As such we have no reason to disbelieve her when she says that she tried hard to find parking local to your property but was unable to do so.

Despite that fact we did indeed offer to reschedule your treatment for another day with an alternative therapist. You declined this offer and so we offered a refund which you accepted and was paid.

I am sorry you feel you must advise others not to use our service however the above is a very rare occurrence as confirmed by the overwhelmingly good reviews we do usually receive.

I am sorry we could not be of more help on this occasion.

Kind Regards

Massage 2 Mummy