Ella Baché - Charlestown (2090 reviews)

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I wasn't actually asked about how I would like my eyebrows shaped at all and therefore have come out with something completely different to what I was after.

Comment

I am a customer of Charlestown. I made an appointment with a gift voucher for a massage. I enquired about waxing at the same time . Was given a reason as why I couldn’t have the waxing done . Made sense to me. This was by the person who took my call . I arrived on time and went through to my room at 2pm . Changed and was waiting immediately. I waited for up to 10/12 minutes for the attendant to come back in. So by that time was approx 215. Massage commenced and didn’t have a problem with the product . Except the reason I was told I couldn’t get waxing done was A/ if I had oil or product the wax wouldn’t work or B/ if I had waxing done : my face would become irritated. All I had put on my face was a cold clothe on my eyes while I was having the front part of my body done . So was a little confused as to why I couldn’t have waxing done . When my massage was finished and the attendant had put away her products and went and got me a glass of water and explained I could get dressed . So I checked my watch … 3.05 pm . So I booked an hour long massage and I got approx a 40/42 min one . Not one to complain ever and I always have a great experience but not this time . I didn’t get my value for money . I spent $290 on products when I left . I am happy for someone to call me as I wasn’t satisfied with my experience. Thanks Fiona

Comment

The lady who did my treatment was very kind and nice to talk to however all I could smell the entire treatment was cigarette anytime her hands were near my nose which was most of the treatment. She also cut my eyelid with the tweezers which caused it to bleed and now I have a red scratch there. During the treatment the radio was on. Usually when I go for any treatment there would be calming music playing. I wouldn’t book in again for a treatment at this branch based off this experience as it was not relaxing at all.

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Clearly a junior - she didn’t listen to the reasons I came for the visit.

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I had a very strange experience during my visit. I arrived at 3:15 exactly for my appointment, not a minute late. Nobody was at the desk when entering, so I took a seat. About 12 minutes later a staff member came out to inform me they would not be able to offer my service due to me being late. When I tried to explain that I was not in fact late, I was shut down quite abruptly and told that I was essentially lying as staff members had apparently been coming out and checking the waiting room during this time. I was extremely confused as not a single person had entered the entire time I had been sitting there. I was told that they would need to move somebody elses appointment in order to fit me in, insinuating that I had caused some sort of disruption. When the staff member tasked with my service came out she was quite rude. When I explained how confused I was she again abruptly told me that what I was saying was untrue as staff had been checking the waiting room. I asked if they could please check the cameras as I had been there the entire time and was told to calm down. I again offered to cancel my appointment and come back another time as I was feeling very uncomfortable with the situation and once again was told to calm down. This confused me even more as I never once raised my voice and honestly was trying very hard to be accommodating as I assumed there had just been a misunderstanding and that we could communicate and sort it out. I then spent the entire session worried that staff may intentionally ruin my service out of frustration. This was not the case and I was ultimately satisfied with the beauty service that I was provided, but overall this was an extremely awkward and uncomfortable situation. I can only assume that staff were potentially checking through the glass panel in the hallway door and therefor my view may have been blocked by the stock shelf. I would therefore suggest that staff actually enter the waiting area to check whether someone is there or not before accusing a customer of lying. I have used Ella Baches services before without issue, but this experience has certainly altered my perception of the business.

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My feedback is that I received a brow tint & eyelash tint & the brow tint was semi acceptable but my eyelash tint made absolutely no difference. Not very pleased with this at all. Thank you