Ella Baché - Balwyn (1141 reviews)

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No one at the reception when I arrived nor instructions to call someone. Waited and then found a bell to call someone. There was some confusion about my apppointment and I was asked my phone number again I confirmed my appointment time. I waited until 15 mins past appointment time and I asked if it's going to take further time. When I asked one of the two ladies who had already been discussing with another staff for the last few minutes said she will be doing my service. She was already late, but kept me waiting further whilst she spoke or trained another staff. This got me late to pick up my son after his class. When I mentioned the delay, the lady apologized and said that she will do it as quick as she can. Why would I wait for 15 mins to be rushed with my service. Finishing it quickly is always something you need to do for your own differentiation. The professional service was fine but CUSTOMER's TIME NEEDS TO BE RESPECTED.

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Georgia my therapist who did my waxing & facial had a bit rip down the dide of her uniform. When I was getting waxed I was covered with a white towel that had either make up or fake tan all over it

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Didn’t consult my brow wax at all and just started waxing. My brows are so much thinner than usual and the front left eyebrow has been shortened and is uneven. She was scratching at the front of that brow for a few minutes and I’ve come home to look and it had been bleeding, it’s very sore now. Didn’t realise how unhappy I was until I got home. Never had a bad experience here before but please ensure you consult your clients before you start waxing their brows.

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The treatment finished about 10 minutes early which was disappointing - was a 50 minute treatment rather then 60 as advertised

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Hi there. I’ve been to your salon 4 times now and received 3 facials. All of these treatments themselves have been fine, however when I book online it states that the treatment goes for 1 hour and is $95, however the facial only ever goes for 45 minutes which I find to actually be illegal as the full service I booked and paid for was not provided, or misleading advertising for 1 hour for 95$. My facial today was mediocre. My therapist was nice, however took half the facial time organising creams etc; that I felt like I really only got a 30 minute facial for $95 which is outrageously overpriced… at one point she even left the room for 3 or so minutes. Please can I have someone contact me about the time of the facial I have had missed on these 3 occasions, and have me reimbursed as I’m quite over it now. At first I thought it was my mistake but now it’s obvious this is just your mistake that you’re taking people for a ride with. I even have the email confirmations stating the 1 hour booking.

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I booked a special package (3 different treatments) and had to do this over the phone as it was not available on line. Booked a time. Received a call the day before to come in earlier which I did. Had one treatment done and then find out the booking made on the computer was only for the one treatment instead of the package deal containing 3 treatments. Told if I want the other 2 treatments that were part of the package I needed to come back another time when I book in for another treatment. The person who provided the treatment was lovely. But there is obviously an issue with front of house booking. Very disappointed as it was a birthday gift.