My girlfriend Chris and I decided to do a girls day out to the spa. Aspen Grove Salon and Spa in Castle Rock, CO had just opened and were offering $20 services, so we thought we would give it a try.
She called and made our appointments, which had to be scheduled a month out because of all of the traffic due to the grand opening. We took this as a good sign and made the appointments for a massage, pedicure, eyebrow waxing (hey ladies – I am Italian…), and a haircut. Chris explained to the receptionist that we were both pregnant, and asked if there were any products we should stay away from. Jo at the salon explained everything should be okay, but we could not get an ionic pedicure while pregnant, therefore it was a standard pedicure. Chris and I talked about it, and since pedicures are my favorite, I was fine with whatever they could do… especially with summer right around the corner.
Two days before our appointments we started thinking that we should double check to make sure the massage tables had a spot for Chris’ pregnant belly. She called only to find out they wouldn’t perform a massage on someone who is pregnant in their first trimester, therefore they had to cancel my massage. Because it was only two days before our appointments, the only thing they could offer me was a manicure. Boo. I was starting to get poopy about the situation, but really wanted to spend the day with Chris, so I agreed. What could I do at that point?
Upon arrival we found a beautiful waiting room. There was a small fountain with running water that just about put us to sleep while we were waiting because it was so relaxing. The interior of the salon had beautiful details and the woodwork had been handcrafted by a local Aspen designer. My in-laws have furniture in their cabin that was crafted by the same person, so I was familiar with the quality in his designs.
Chris started with her massage and I started with my haircut. They wash your hair in a quiet, low lit room with soft music and a very intimate feel. It was fantastic. Then I was off to my manicure and pedicure. They were both below average and only included a buff and nail oil. My fingers didn’t even get polished and my feet didn’t even get buffed or lotion. Isn’t that the point of a pedicure? She did paint my toe nails, but had to turn on all of the lights in order to do so, therefore the mood was totally killed.
We finished with the eyebrow wax, which I had never had before so I didn’t really know what to expect. I have to say I was pleasantly surprised how pain-free it was.
I tried to remain positive, and Chris had now joined me for her pedicure so I sat and hung out with her. She had a different nail tech perform her pedicure, and she was awesome. She did the services that would be expected with a pedicure and I liked her personality and work so much I scheduled a follow up appointment with her to have acrylic nails put on. While I was talking to her, another hair designer was also talking to us, and mentioned my eyebrows still needed to be cleaned up. She took me back in and fixed what the original woman had missed.
I went back a few days later to have my nails done and Sarah was awesome. She did a great job and I was really happy with her and the service she provided. We were talking about the previous service I had received and she admitted they had fired the girl I had worked with that day. Sarah agreed to give me an upgraded pedicure to make up for the horrible service I had received. The owner, Jonathan also came over and agreed the services were not their standard and said he wanted to make things right.
I went home really happy. I have worked in retail and other service industries and they did the right thing. I can understand the pickle they were in, and sometimes as an owner you just have to step in and make things right.
The day I was to go back in for my re-base and free pedicure Jo from Aspen Grove Salon and Spa called and explained Sarah had an emergency and she would have to reschedule. I said it was no problem, but she said she would have to call me back because her computer was down. No return call. I called four days later and spoke to Jonathan and explained what happened and asked if I could reschedule. He said he was updating the computer and would have to call me back. No return call. I waited five more days and started calling about every other day. Each time I call I receive the voice mail and this was never resolved. It has been three weeks since my missed appointment. I have stopped calling and I soaked off my nails. I have told my MOPS mommies to stay away, and I am letting the $40 go.
I hope eventually Aspen Grove Salon and Spa gets things going, because I love new business in Castle Rock, but I also know there is a lot of competition out there, and MOPS has already scheduled pedicures with another salon. I am hoping this salon will be my new salon… keep you posted!
First I would like to thank Angela and Chris for trying our new salon and spa. It sounds like it was a bit of a mixed experience. I have worked hard at building a beautiful place that is inviting and relaxing. In this posting she has said that I have succeeded in doing so. In starting a new business you do your best with staffing and operations. Unfortunately with Angela we missed the mark with both. There is no excuse for not returning a call and it is surprising to me that there wasn’t a returned call, however, it seems strange to me that there were several calls without a returned call. I don’t know if a message was left on these calls that reached our voicemail but , Angela, if you want to call me personally (303-877-7737) I will make sure that you are taken care of. Whether you want your money back on the pre-opening promotion or allowing us to serve you I will make it right. You noted that the “girl that I fired” turned on the lights and the atmosphere was blown… that doesn’t happen anymore. It’s very frustrating for me that this was done. We have had our growing pains. Most of them are solved. Computer problems, staffing issues, scheduling… All a work in progress. We are getting better and better everyday. Hopefully we can earn Angela’s business again. As a thank you to her for posting this and making us aware of her problem via this posting, for every three new customers that come from this posting, I will give her a $50 credit towards anything she wants in the salon… Massage, Facial, Pedicures (a candle lit room this time), Hair service, what ever you would like. And for everyone that mentions Angela and More Sugar Than Spice I will give HALF OFF your first service. Try us again! If we don’t hit the mark… let me know so that your advice can help us make it better for everyone. After all, we built this for your comfort and to make YOU happy and look spectacular.
Jonathan
Jonathan,
Thank you for taking the time to respond.
As I mentioned before, I really do hope your business is a success at some point. And I do appreciate your offer for 1/2 off with every 3 referrals I send you, however your wife offered me that special the first time I was there and informed me that is salon policy. Therefore, this offer isn’t really that enticing to me and doesn’t really show me you are willing to make this up to me.
As far as the calls that were not returned, I spoke to you personally on one of them. Did you return a call to me? Did you make sure one of your employees did? I have caller ID and checked daily in an effort to get this resolved. At this point, as I mentioned in my many messages I would like the $40 returned to my credit card. You have the card number on file.
I hope your salon becomes the vision you have for it, and I wish you nothing but the best.
Angie
Angela,
You are (were) my customer and taking time to respond to you is a pleasure. As far as the returned call, I humbly ask for your forgiveness as I don’t remember not making the return phone call or delegating it. It takes far less time to return a call then to respond to a posting but I am glad that I am given the opportunity to respond now.
You state that I am not showing you that I am trying to make this up to you. What do I need to do to make this up to you??? Salon Policy is that we give you $50 credit for the FIRST three people you refer, I offered you $50 for EVERY three people that not only you refer but that come from this posting. This scheduling problem could be great for both of us if handled well. I also offered you the $40 for the certificates that you have. I also offered HALF OFF to all of your readers if they want to judge our services for themselves. I can’t really think of what more I can do apart from turning the clock back and making sure we accommodated you for your re-base appt.
I will happily give your money back but I don’t keep credit card numbers on file unless a customer requests that I do so so that they may pay on account. Keeping credit cards on file without your permission is not a practice that I take.
I am glad that you wish for our business to do well… If so, give us another chance and post something nice. Caroline, Myself and our seven children are relying on this business to succeed and we are doing our best to juggle everything.
I am very proud to say that most of our customers have been very pleased with the services we have provided. Our goal is to make everyone pleased. I hope it is possible. What can I do to make you happy? We want you and everyone that chooses our business to be happy as you are our neighbors. We live in Castle Rock, our kids go to school here, and we have decided to the risk and build a business here as well.
I hope that we will see you soon.
Jonathan
Jonathan,
Thanks again for your response, but I am not interested in referring six people in order to “allow you” to make this up to me.
You should have my card on file since your machine was down and you manually imprinted my credit card on the form I signed. I would hope it is a business practice to keep a customers signature on file in case of a dispute. I hope you do what is right and either cut me a check (my address is in your computer) or credit my card.
Either way, I wish you the best, and as I said in my post, I am not counting on getting the $40 back, and I consider this matter closed.
My husband gave me a gift certificate from Aspen Grove for Mother’s Day….it is full of coupons for various services, but when I called to make an appointment I was told by the man who answered that I cannot take all the money that was paid and apply it towards one or two services, I have to use all the coupons for their specific service and pay to upgrade each one.
For instance, there is “maintenence pedicure & manicure” but to get a full mani/pedi, I have to pay the difference, rather than apply a service I don’t want (facial, for example) to make up the difference.
My husband paid $180 for these services and now I’m afraid I won’t get what I want without forking over another $100+.
I am really looking forward to getting some things done before I go on vacation but now am afraid I won’t get my money’s worth.
Thank you.
Shannon,
Thank you for your post. The man that you spoke to on the phone was me. I remember the phone call. I think there was a bit of mis-communication. I remember you asking me if you could get the value of each certificate towards any service.
The certificates that you received were valued at far more than the price that was paid. For instance, the manicure and pedicure that you receive are a standard manicure and pedicure, valued together at $55. Your husband paid $44.50, however you are receiving the full $55 credit. Almost every spa has different levels of services such as a basic pedicure and spa pedicure and in our sake we have three levels the best being the “Grove” pedicure. Your husband bought the full package assuming that you would like to try everything. If you would like, I will trade every certificate for $180 credit towards anything you want.
Also, you wanted to exchange the Facial certificate. Your husband paid $22.50 for that certificate as well however you receive a $50 credit for any facial service. If you don’t want the free Express Facial or $50 credit toward any facial service, I will happily give you a $22.50 credit towards what ever service you want.
I am sorry for the confusion and I will to what I can to clarify better next time.
Jonathan
I have been to this new place several times now. I understand and am pretty patient with the ‘growing pains’ they have been going thru. I personally can’t EVEN imagine trying to get a brand new business off the ground and running. And in true human fashion, it really seems you can NEVER please every single person no matter how hard you try.
I have had waxing – no problem, hair cut- loved it, Ionic foot thingy – no problem, pedicures – eh.. they were ok, and massage – would have been FANTASTIC, BUTTT you can hear the loud bass boom boom boom in the massage room that drove me nuts and I wasn’t able to relax, in fact I left with a headach from just hearing the boom boom boom of the bass in the music coming thru the walls from the salon. Oh well… I just go back to my favorite place behind Safeway in C.R. for massages. Quiet and relaxing there.
Anyway, that is my 50 cents worth 🙂
Thank you KC for your comments.
I know about the sound issues. The treatment room that you were in is a temporary treatment room until our other 2000 sq ft gets built. That room will eventually be a locker room that will lead into a relaxation room, and a wet room (Steam room, Sauna, Water Spa, Serenity Shower) with 4 treatment rooms and spray tanning. The treatment rooms will be on the opposite side of the Hair salon where the music comes from. If you express you thoughts before your next massage I will make sure the relaxing music in the treatment room is on and the salon music is lowered.
The treatment room has it’s own sound system. Hopefully you liked the music in there.
I would like to know who performed the Pedicure… So so is not a description that I would like. Fantastic, Terrific, Amazing, Awesome… Those are adjectives that should accompany services here. Did you upgrade from the basic? How were your expectations not met? Please let me know.
Thank you,
Jonathan
That place is a joke. They say you get a comp. drink and there was nothing there. Appointments are always canceld or changed. Maybe the staffing issues are because that place is so unorgnaized. There are plenty of women in Castle Rock who are unhappy with Aspen Grove. The growing pains will keep growing since they havn’t opend their other phase. To me that means there will be issues until that 2 phase has been open for some time. Good luck to anyone who does business with them.
I have to say I went to Aspen Grove for the first time yesterday to get a full highlight and it was a great experience. Krystal worked on my hair and she was wonderful. I even had 2 glasses of wine and a fabulous cheese/cracker and fruit spread on the house. I would recommend this salon. I also read this post before I had ever been there and they did give me 50 % off my highlights like Jonathan stated above. Thanks 🙂
Kate,
I am so glad you were able to get the 50% off and you had a great time. Wine and cheese sounds so yummy, but I am 5 months pregnant, so no wine for me. 🙁 Thanks for your feedback!
Angie
Good Day –
I am heading off to the Aspen spa tomorrow and read this to see the reviews. Sadly- not all good. I am hoping to be the exception to the rule and like Angela be able to report back tomorrow afternoon with rave reviews. 🙂
Mary Anne,
I hope you have a great time… I think you meant you want an experience like Kate 🙂 Don’t forget to mention this blog in order to get your 50% off! Have fun and feel pampered!
Angie
Johnathan.
I have to compliment you for having such patience with the typical ‘soccer mom’s of Castle Rock’. I’m not sure how the Cherry Creek attitudes headed so far south but, I commend you for having such grace. Having ran the #1 medical day spa in Colorado which is owned by the #1 plastic surgeon in Beverly Hills and Colorado we like to call these women ‘more grief than gross’… Learn to tell them to ‘kick rocks’ and move on. The credit card situation that Angela kept bringing up was laughable; obviously she lacks business smarts. FYI Angela, tht’s called a liability to keep your credit card information on file without permission and written consent. What do you suggest if Aspen Grove was broken into? You’d be up in arms about it. Sarah (nails) and Natalie(esthetician – looks like Jessica Alba:) are awesome! Nobody’s perfect… Tall Grass in Evergreen has ben in business for years and they constantly have issues; snotty employees/customers, double booking, cancellations, appointments starting late, customers showing up late… it’s life…
Kelly,
Although you are clearly confused about how a blog works, I have allowed your comment. My personal blog is not a forum to contact Aspen Grove salon, or Jonathan. They have chosen not to have a website at this time, therefore I would recommend a telephone the next time you have a comment for Jonathan.
I will not be posting any further comments directly for Jonathan.
Additionally, it is simply inappropriate to make a judgment about my status (ie. soccer mom) or business knowledge when you are obviously so clueless about who I am or where I’ve come from.
In the future I will not allow personal attacks directed towards the original author or an author of comments. I view them as unproductive and irrelevant to the issues being discussed.
As far as my credit card, I also said my address is on file, and I have yet to receive a refund via check either. The fact remains that I didn’t receive a service I paid for, the salon offered me a service to make up for it, failed to provide it and failed to provide a refund.
While I agree, that ‘may be life’ to experience such poor customer service and follow up, it is still my choice not to go there and talk about my experience as I see it.
****THIS POSTING IS CLOSED. NO FURTHER COMMENTS WILL BE POSTED*****