ProActive Wellness & Prevention

My wife recommended the proactive location on Commonwealth Ave. because she loves her massage therapist there and the ability to book online. She has been going there for the past 8 months with positive experiences! We booked two massage appointments on the same time for this evening about 5 weeks ago. When we arrived for our appointments, there was no record of my wife's booking. She calmly offered to show the receptionist her email confirmation and logged into her Proactive account to show the booking, but was rudely dismissed three times. The receptionist was unwilling to acknowledge the mistake, noting over and over again that it was just "impossible". We know there was only one RMT there tonight and understand that the appointment could not go ahead, but have never experienced such an outright rude and dismissive attitude at supposedly professional business. She was not even open to noting that the online system may have some bugs that need to be worked out. She treated my wife as if she was an annoyance that was not worth her time. This ruined the experience for us and we will be taking our business elsewhere. I was so upset with the poor customer service that we walked out and I did not end up keeping my scheduled appointment. That attitude has no place in any business and maybe you need to look into some customer service training for your front staff. I'm sure all of those behind the scenes take their jobs very seriously and would be upset to know that this is how they are being represented.
8 years ago (12-02-2018)