Sen Chelsea (Senhealth)

Since Autumn 2007, I have been a regular customer for massage in Sen Kings Road on 149 King Road by paying 10 sessions for massage in advance, spending £500-600 almost every quarter, meaning £4-5,000 I already spent there. I also recommended some good masseuses to my friends who became regular customers, too. But, in the last 1-1.5 years, their service deteriorated rapidly and at the same time, their very nice and professional masseuses left there to return to China. Because they reduced the number of masseuses to one, now it is very difficult to book any slot on the weekend. The frequent change of masseuses means that you cannot rely on the consistent quality of service. When I complained to the male receptionist on the phone, he told me to sod off because he wanted to use the telephone. Is it the way to treat a loyal long-term customer who spent thousands of money in the last 3 years there?

Their receptionist also changed often in the last 3 years, which means that they don't even know you when you have been going there for 3 years regularly so you are treated as if it was your first visit. Until two years ago, I was treated with a big smile by the receptionist and I used to give my masseuse my daughter's tricycle and clothes when she had a baby. It was such a relaxed atmosphere in the past. Of course, the masseuse was too good for them so she left and I am pretty ready never to step into their shop. But, I still have 2 slots left on my treatment card, which I paid for last year for £500. I was planning to renew another 10-session but there is no way I will go back there as long as the reception has such a rude manner. I used to buy gifts and Chinese tea there, too despite their high prices (go elsewhere you can get the same much more cheaply!). Now I will definitely warn all my friends on my Facebook about their poor quality service because I don't want any more victims who pay a lot (hundreds of pounds) in advance for the service they will never get. Once their masseuse disappeared in the middle of the session to take a call and one of the receptionists did massage in stead, which was pretty bad as you can imagine.

I really hope they can train their store staff properly to understand that customer service is as important as their products.