Aurum Wellbeing Reviews 69

He tenido una incidencia ajena a Aurum Wellbeing y la resolución ha sido exquisita.

I wrote this review on Google as following:
I booked a basic facial cleansing through phone today, and the experience was shocking. I never knew in Barcelona blackhead removal was done manually by brutally squeezing it out. I was not informed properly on the phone today and expected the impurities removal technique with vacuum suction machine as I had always done before. The call was answered by a gentleman who couldn’t explain the treatment and told me I’ll know it once I arrived at the spa. But nothing was explained to me and I was escorted straight to the room by a lady, who was experiencing allergic reaction throughout my whole treatment. She was coughing, wheezing, sneezing and blowing her nose, while I was lying down under her breath when all these happened (she tried to move away but you can’t really avoid the sneezing). The cleansing foam and exfoliation process lasted less than 5 minutes and straight into the steaming process. Till this moment I didn’t know anything about manual elimination of black spots and impurities (as written in their website, which I failed to check prior to the treatment). It was very painful and I asked her to slow down but we couldn’t communicate well. The soothing mask was applied later but it doesn’t work at all and my nose was red and swollen when we’re done with the treatment. After that the spa reception team offered to give me this course for free as I didn’t have good experience but I understand this is both sides’ miscommunication, I wasn’t explain well about it while I didn’t check their website either. The reception team was very kind and in the end I was given 30% off of this treatment.

However they replied me with the following in Spanish:
En nuestra página aurumwellbeing.com está perfectamente explicado cada uno de nuestros procedimientos. Fue su error por no preguntar. No venga a quejarse por su mala comunicación, nuestra comunicación es clara en donde quiera que la encuentre.
Nunca suponga nada ni lo por hecho. Cada lugar tiene sus formas de hacer.
Tenga un poco más de respeto por las formas de hacer de otros.
De gente mal agradecía esta llena el mundo.
La persona que le atendió no le podía explicar porque estamos en España señora, no estamos obligados hablar un inglés perfecto
vergüenza pero tendría que dar no reconocer su responsabilidad en todo esto.
Si tan mal fue pudo parar el proceso en cualquier momento y decir que no quería continuar

Which translates as:
On our page aurumwellbeing.com each of our procedures is perfectly explained. It was his mistake for not asking. Don't come complain about your bad communication, our communication is clear wherever you find it.
Never assume anything or take it for granted. Each place has its ways of doing things.
Have a little more respect for the ways of others.
The world is full of badly grateful people.
The person who attended you could not explain why we are in Spain ma'am, we are not required to speak perfect English
Shame but he would have to not acknowledge his responsibility in all of this.
If it was that bad, you could stop the process at any time and say you didn't want to continue.

And a few hours later, they withdrew their previous reply and commented as follow:
Good afternoon, thank you for your review, we are sorry that our treatment has not been the experience you expected. There has definitely been a miscommunication due to the language barrier. It is impossible to know what a client expects if we cannot understand their language since we are in our country. Above all because each Clinic is different, and each one has its methods. We are downhearted that this experience has been described as shocking because we have done our best to satisfy you, most of our clients are always happy about this treatment, and the products we use are not any product that doesn't do anything, you will notice it. We do take blackheads out, our method works, it's just we cannot do it the way you are used to and that's something that is out of our control. We want to invite you to research a treatment before it's done if you feel misinformed due to the language. In the end, we want to turn this into something positive because now our clients will know our procedure for facial cleansing. Hope you have a good day.
Aurum Wellbeing team

In spite of an initial failure, in the mail service, they took care and everything arrived in perfect conditions.

Enjoyed a 60 minute massage with Rudy. He is personable, friendly and very knowledgeable. Absolutely to be recommended!