Rosebery Rooms Reviews
The Kumari Club, 168 Clerkenwell Road London, Clerkenwell, London, EC1R 5DE
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793 reviews
Very clean & tidy salon - about 5 min walk from my office which is handy.
I had a relaxing eyebrow treatment & am very happy with the results - will definitely go back
Treatment by Login
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I have been to Rosebery Rooms in Chancery Lane about 12 times now for waxing. The job done is always fine, but the level of customer service is absolutely shocking. The second time I went, I was kept waiting for over an hour for my treatment, with no apology or explanation for why. I was offered a free wax as an apology later on, after I sent a lengthy complaint email.
I have since been back a few times, for the sole reason that it is close to my office and easy to get to after work or on a lunch break, and when you block purchase three treatments in advance, you pay £60 for three waxes. Good enough value to ensure I am a returning customer.
However, on my last visit there, I bought three waxes in advance, in preparation for my next few waxes. I recently tried to book one wax and was told by reply that I required a voucher number to be supplied to the salon within 24 hours to secure the booking - what kind of reply is that to a repeat customer? I promptly replied to say that I wasn't making a livingsocial voucher booking and that I had prepaid in advance on my last visit.
I called up straight away to clarify - the manager - Sonia, was insistent that there was absolutely no trace of my payment anywhere on the system, and that if I wanted to book for another wax, I would be paying full price. I assured her that I had paid for the waxes on my last visit. She clearly didn't believe me and said that there was nothing in the system under my name that I had already purchased three treatments. Sonia told me I would have to either provide a receipt as proof of purchase or trawl through my bank statements to prove it.
I went through my statements and sure enough, there was a payment for £60 to Rosebery Rooms two days after the date of my last appointment in which I alleged that I had made payment. I immediately called the spa back to confirm this, and I was told to bring my bank statement with me to my next appointment as 'proof'.
As a customer who has paid hundreds of pounds in treatments to this salon, I am disgusted at the way this issue has been dealt with. I should not have to trawl through bank statements to prove that I have already paid £60 worth of treatment when it's clearly an error or incompetence on their part, that they are unable to keep track of payments and customer accounts properly.
I have still not received an apology from the salon. Once I have used my treatments I have absolutely no intention of returning and will be sure to inform my colleagues, friends and family of my experiences here.
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The staff were friendly as always have previously been the else on another offer think the cost is a little too expensive bit over all a decent experience. They newels to asknif the length when doing a brazilian is suitable
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They called after I booked and said the time on the Treatwell site wasn't available. The slot they offered was early for a saturday but I accepted it anyway since they didn't say I could cancel or anything. In the end I was working until midnight in the office the night before and slept through my alarm and woke up 30 minutes before the appointment so I was a no show and lost the voucher. Not had this problem on any other Treatwell spas. If they couldn't offer the date and time as booked it should have been an automatic refund and an email politely inviting me to rebook for another time, not a random call from a pushy receptionist pressuring me into an inconvenient slot.
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Great service since the beginning in Rosebery Rooms. Staff very attentive and knowledgeable. Love insuite toilet, very useful.
Booked next visit straight away! 100% recommend
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