Groom

Cleaning Bill $4500 not paid – We were the cleaning service and Lawrence simpson did not pay over $4500 bill of few months cleaning and never return phone calls. Show details

Dishonest – No notice about salon closing after booking in two appointments with gift vouchers - a total waste of money. Surely this can't be legal behaviour??!

Fraudulent behaviour! – I rang to make an appointment in Sept 2015 for the city or Highpoint Spas- both were closed and I was told the highpoint spa was to open in dec 2015, then when I rang in December, they said it would open in New Year. Now I find all the spas are closed- they obviously had no intention of opening the Highpoint Spa at all- this is dishonest!!! These people are fraudsters and should be taken to court!

Disappointed by Dawn and staff at Southland .Have gone to Southland since it first opened – I am really disappointed with Southland Groom. I have been a regular client since it first opened, arrive today for my appointment to learn it has been closed. I had other appointments made in two weeks, before going on overseas trip. No text message, no one answering phones. If they do open again, I think clients will have lost respect and… Read more

no loyal clients would return, after this experience.We will all go to ENDOTA. Very hurt and disappointed

exceptional service – I had visited groom chadstone knowing they have had a change in management and staff as I was a costumer awhile ago and was not too pleased with the visit. Although now it is a delight to visit as soon as I walked through the door I felt welcomed got offered a beverage of my choice, all friendly faces and smiles, my therapist was right on time and… Read more

I had a fantastic treatment Thankyou groom spa chadstone congratulations to management & staff for doing so well!

Amazing service – I visited Groom Spa in the CBD a few weeks ago. I was apprehensive as I had not been there before and I currently was using another Spa but wanted to give them a go as a friend visits there Southland Spa and cant speak highly enough of it. After arriving a young lady escorted me up to their first floor and offered me a herbal tea, after filling… Read more

out the necessary paperwork a young woman, her name escapes me took me into one of the treatment rooms and explained the treatment I was about to recieve, it was an espa personalised facial, a brand I had not heard of before. All I can say is that I emerged from the room 75 mins later a totally different person, I would have to say it was the best treatment that I have ever had and all the staff seemed so friendly, like they actually wanted to be there. It was my first visit but will not be my last. Well done! The atmosphere was very friendly

Lying cheats! – I have two unredeemed Groom vouchers - one for a Sunset Boulevard package and the other for a massage. Last year I noticed that the Highpoint salon had closed down (this is my nearest salon) for "renovations", so I inquired as to what was happening. I was told that they would re-open in Oct/Nov 2015 and that my package voucher would be extended to… Read more

March 2016 (the massage was due to expire late Feb this year). And now this.. when did it become okay for going-under businesses to rip off people in this way? Absolutely disgusting!

So angry – I recieved a voucher from my friends to pamper myself and now nothing just nothing surely they can't do this! So upset my friends wasted all there money

Unhappy – After many tries to make an appointment finally had one to use a voucher which was a gift to get a text message to say the stores are now closed, no info or support how to redeem an expensive present, really unpleasant experience.

Disgusted – Really disappointed, had an appointment on Thursday and was going to use one of the vouchers I have (totaling over 120.00) and now they are worthless. Really disgusted.

Thieves – I also paid for a series for spray tans. They stated I would save 5 dollars per session so I paid for 3 upfront and have only had one of them. They owe me $90 and I also had an appointment on Wednesday and got the message tonight that they are closing. I will also be taking this further and with Westfeild. I'm furious. So disrespectful to a loyal customer.

What happens to the vouchers we have? – Myself and my two daughters have booked into Groom Southlands for 12th December. It took awhile to get all three of us booked in at once. Tonight I got a text message to say they are closed. What happens to our Vouchers?. No answer on the phone no provided. Will be calling them tomorrow .

Doesn't even deserve 1 star! – I am extremely furious! My mum has organized an appointment for my grandmother for her 70th birthday. She was quoted $109 for a full body massage and a manicure. I work at Southland so my mum came in to pay the appointment so once my grandma arrives on Wednesday she isn't expected to pay for anything. We both walked in to find the customer… Read more

service of a brick. We said that we wanted to pay the appointment for 'Customer' on Wednesday at 3:50pm. She then said the total price is $147. We said that we had been quoted $109 and if we knew it was going to be this expensive we would have gone with endota. In the end we paid for the appointment with a receipt I must add to take to the police if needed be! Today my mum has received a text message from groom Southland saying "unfortunately we have had to cancel your future appointment with us as groom spa is closing. Apologies for any inconvenience caused. Reply STOP TO OPT OUT" at 7:24pm this evening. My mother has then tried calling the number but the number is switched off so she sent two texts immediately saying "I want my money back as I have already paid for the appointment on Wednesday and also said turn your phone back on, I paid for this yesterday" she also queried if they knew about this yesterday and that she demands a reply.

Still yet to hear anything and I would strongly Suggest that you contact us immediately as we WILL be taking this further!

Call us immediately!

Con job – Went to groom fountain gate booked appointment with voucher had to wait a week said there booked up voucher said manicure and pedicure I didn't want manicure changed it for 1/2 hour massage both treatments were rushed and terrible go to pay she tell me the voucher is only for manicure or pedicure I said it written on the voucher both she said it… Read more

was written wrong so I had to pay for the half hour massage rip off couldn't tell me before we started!!

Inexperienced Staff – Had waxing done, didn't realise until I looked in the light that there was still a lot of hair visible. Called manager whom was not very helpful and said I should have come straight back in. Sorry but I have a very busy schedule and do need to work the job should have been done properly in the first place. I shouldn't have to waste more time to come back in.

Scam Do Not Buy Voucher – I pre purchased a 6 pack salon voucher for $250 and then they rang me saying they're renovating and I can't use my voucher for 6 months until they reopen. They never reopened, they up sold me and a week later called to say they're renovating. So annoyed. There's no number to call. Never again!

Inexperience therapist – I wish I have read the reviews before I bought the voucher at westfield fountain gate for my friend birthday , one hour stone massage . Not sure where they get their therapists from but the service and experience of therapist it's shameful.

Not value for money – 30min facial cut short to 15min bc I was 5 min late! Therapist was quite happy to use my time to try to sell me products though!! What a joke.

Overall groom has dropped the standard – I went to Groom Southland for a facial, when making the booking I asked if here were any add ons available and she said the therapist will discuss this with me when I come in. When I arrived the girl at the desk said your therapist is running 10 mins late please come back shortly and yes she will discuss add ons and she has no one after you. Came… Read more

back in 10 mins spoke to the girl about adding a head massage and she also said I have no one after you and it will only cost a few extra dollars.

My gosh, I felt so rushed during this facial, it was not relaxing at all, she was talking quickly as she tried to up sell me. Then went to pay at the end, had to listen to her up selling me products and I was asking questions and her boss yells out 'your next customer is here'. Paid for it and it cost me an extra $10 for a head massage lasting about 2 mins

Worst treatment ever – I went to Doncaster salon for a 2 hrs treatment, 11/2 hr later I was finished! My massage and facial were the worst experience ever! The massage was around 35 min, very soft and she didn't have any idea how a massage needs to be done! It was like she was applying sunscrean on, long strokes, no pressure, no working on muscles! The facial even… Read more

worst, all steps were mix up, no hairband, all really really bad! Never ever will go back, neither my family or friends!

If it's a 60min service, why was it only 30min??! – Fool me once, shame on you. Fool me twice, shame on me. Will never, ever go back. Sure the place looks amazing from the outside so shame that the inside service doesn't match. You can avoid this place at all costs but they have enough foot traffic to keep them in business for a while longer.

Inexperience therapist & waste of time! – After waiting for 2 weeks i finally arrived for my appointment for a luxury package. I was told the reason for the long wait was my luxury package takes 1.5 hours. So we started with hot stone massage, inspite of ticking 'firm' on the form & telling her I want firm massage, I got a soft massage and i ended up with a backache after that! Also i… Read more

felt only 2 hot stones used , rather than a row. Then pedicure, I asked to have my toe nails trimmed, but she forgot. When asked she finally filed my toe nail till iI felt so uncomfortable, rather than cut saying she forgot to bring her nail-cutter! Lastly for mini facial, the therapist Omitted the mask because we ran out of time! Can you believe it!!! Don't be fooled by their decor or prices, the service is Below par. I went there to be Pampered but therapist although friendly, needs more training, her massage was really terrible and not relaxing at all!!! Don't waste your money at Groomspa Doncaster, go somewhere else!

Great treatment pity about the upsell! – Great service and products. Hated the fact they tried to con me out of $300 for a heap of beauty products I did not need - made me feel very uncomfortable and felt me feeling embarrassed. Probably won't be back despite good treatment overall.

not client focused – Received last minute eye tint nooking so cudos for them for that.. but the girl doing the application was super hasty in getting tint off.. ahe said 7 minutes felt like 5 made her leave it on.. asked for a cream around eye .. didnt come.. still waiting .. I suppose this is why Endota was booked out.. shall go back to Endota

Voucher but asked to pay more...twice – I came today and used a voucher I recieved, within the year before it expired, but they asked me for more money before I left because the value of the treatment had gone up by $4 since the voucher was purchased. I feel like it ruined the experience of using a voucher when your asked for more money. And the voucher was for a Hot stone back massage… Read more

it wasn't for a specific dollar value.

I know the voucher was pitched specifically with hot stone because the last time I was there it was only for a back massage, but they asked me to upgrade for an extra $20for hot stones. Again getting my wallet out to use a voucher. I won't buy vouchers here anymore.

not sure where they get their therapists – Facial was mediocre. This is the second time I had a manicure and my 9 year old could paint better then these girls. I got home and took it off. Its sad. Such a beautiful place but its all smokes and mirrors.

Ruined my skin, can't get a reply – I went to Groom Doncaster for a 30 minute microdermabrasion facial. From the minute I met my "groomer" I was already being given the hard sell. She literally spent all but about 5 minutes of my session trying to sell these products to me. As one other reviewer put it, I felt like I was in a time share seminar, when actually I was paying big bucks… Read more

to be there.

The MD session didn't seem too bad, however, near the end she put something on my face that stung so badly, I had to bite my tongue not to scream. She said "can you feel that tingle?" I said "no, it burns!!!" She said, "that means it's working!" Um, no! It shouldn't feel like my skin is being scalded!

My husband drove to the mall with me, and the second he saw me, his jaw hit the floor. He said it looked like I fell asleep in the sun for about 12 hours. My face was bright red and burning and tight. The apples of my cheeks hurt so badly, I could hardly sleep that night. I tried putting 100% aloe Vera gel on my skin, but it felt like I was putting acid on my skin. Even straight water made me want to cry. I finally found a tiny bit of relief from paw paw ointment. Nearly 24 hours later, the redness started to subside.

I got one day's grace, and then my face started to peel. Horrible great big chunks of skin. In some areas, several layers of skin are coming off, and I'm so worried they are going to scar! Plus, once again, my face feels like it is on fire and I'm in tremendous pain.

I've checked with an aesthetician I know, AND did extensive research on the Internet, and this shouldn't happen!!! Although some minor peeling can happen on rare occasions, it would, if anything, just be a tiny bit of dry skin that you could wipe right off.

I called Groom Spa Doncaster and left a detailed message for them. Even though I expressed the peeling and pain, 24 hours later, still no reply. So I had to chase THEM, and finally got to speak to someone. The manager was a bit shirty with me, falsely claimed I had been contacted, and was offering me zero help. She just kept passing the buck to the girl who did my facial, and the manager was no help for my pain or problem whatsoever. Nor did she bother didn't to apologise for my bad treatment or no one contacting me.

The girl who worked on me finally rang me. She seemed to have little sympathy for my pain. She tried to claim that peeling was totally normal. I informed that it actually wasn't. She then tried to turn the tables and BLAME ME for my face peeling. She said it's because I'd used products with benzoyl peroxide in them in the past. I'm sorry, sweetie, but there is no way that using tiny spots of benzoyl peroxide directly on past blemishes is going to make 100% of my face peel off! She then tried to get me to come back in to sell me a product that should help my face recover. Seriously?

I know things happen and I'm sure sometimes people have bad reactions, but it was the total lack of any kind of concern or caring or customer service that is the most aggravating. And not one single word from anyone that was anywhere near an apology.

So I'm now in my fourth day of horrible pain, and my fourth day of hiding in the house because I'm too embarrassed to go out in public, even though I have dozens and dozens of errands to run.

You couldn't pay me to ever go back to Groom Spa. Never!

Dont waste your money – Hi first of all I might have missed their contact details on their website because of the frustration im feeling right now about the company. If not its no wonder they dont currently have a contact there cause I wouldnt be suprised if they where flooded with complaints. What is going on laely with Groom????? A couple of years ago my partner and I… Read more

where comenting on how warm the staff where at the Fountain Gate store. I know it just opened at that time but it seems all the mature people have left. First of all the lady who was doing my eyebrows seemed to really understand and have knowledge of my kinds of eyebrows and also knew what I wanted when I said I wanted it, had been moved to the spring st store. So I went to spring st to get her to do it. Then I went again and she was suddenly "no longer with us" Also that day the staff member who I was talking to was extremely arrogant and rude when I was talking to her. Also before I spoke to her I waited in the cue for 10 minutes without a complaint. I knew she was trying to work out the computer system (I can understand how difficult they can be) and since I am a reasonable person I was waiting calmly to allow that learning process to happen. When I asked for the lady I knew she asked if there was anything she could help me with and I explained that I am fussy with my eyebrow in a polite manner. She gave me a dirty look with such contempt as if I am one of those "rude custemers"As I walked out I turned to look her way and she was paused behind the counter as if shocked by my behavior. She even gave a look to her fellow staff member. It was just some odd energy since Id done nothing wrong. Same thing happened today at Fountain Gate when I asked for another lady who was good with my brows, who is also no longer there they said. (wonder why?) Exept the girls rudeness was not as extreme but still cold and bored. She was rude and not willing to have an interaction with me at all and way to young to be judging the situation anyway. I will not trust their staff to do my eyebrows. Im going to be brutaly onest here. They are too dumb!! Sorry but its either that or they are under paying them to cause some unhappiness and resentment which is then projected onto innocent clients. So there is no way I am going to pay extortionate amounts for ignorant communication like that. How do you know that wont bodge up the job. This is our skin they are mainly touching. My advise to those out there reading this. Research the web as much as you can on natural remedies for skin and hair. you dont need more then half the rubbish thats sold to you. Iwas just going for eyebrows but for now will just be proud of what I have even if its not that conventional. Ok they are not ridiculously bad but I jsut wanted a clean up. wont get that anymore either. Authenticity is better. Spend your money and support real health and wellness. Dont support Groom.

The gift that kept on taking – I received a gift voucher from my mum as a birthday present, when i called up to make an appointment I was told that they don't take vouchers on public holidays. Thinking that they meant groupon type vouchers I informed them that, no, this voucher had been paid for in full, to which they told me that still they don't accept them on public… Read more

holidays. This sounded so crazy to me! It's not like the cost of the facial isn't more expensive on a public holiday, the only difference is that with a voucher they already have your money! So I told them that this isn't right and I wanted to speak to the manager, they told me that the manager wasn't in but would call me the next day. Yeah, right.

So after I didn't hear back from them I decided stuff it, I won't cause a fuss I'll just go on another, more inconveniant, date. So I go in everyone's pretty nice they even offer me a tea, so good so far. Then they introduce me to the lady who will be doing a facial, who tells me that because of my skin type (i break out often) i really need to upgrade to a more expensive peel. I agree, not wanting to look cheap but secretly annoyed that my 'gift' is costing me money. She gives me the peel and a massage, which don't get me wrong, was really lovely and the massage was very good, but she spent the entire time trying to convince me to buy their overpriced 'cosmaceuticals' (which is another way of saying $60 for sunscreen), She just kept going on and on and i was thinking i'm trying to relax here but I feet like I'm in a timeshare seminar!

Anyway at the end of the 40 minutes (was supposed to be 50, but who's counting?) she pulls out all the products she's attempting to sell me, to which i say no, i'm not buying your products, she gets all annoyed and walks out. Then when i go to pay for the upgrade, I get told '$40 that isn't a lot of money to spend on a facial ey?' What..!? This voucher cost my mum like $85!!! Like how do they not realise that someone has paid actual money for this voucher???

I smiled politely and nodded me head but really what I should've said (why do i always think of a come-back line half an hour later) was '$40 that's a lot of money to spend on receiving a gift!'

expensive, felt like i was being given the hard sell

Awful – Facial supposed to last "50 minutes". It didn't. I sat in a chair waiting for the therapist for what felt like forever after I filled in my paperwork. Tea was cold. Finally therapist came out, took me into room. Then left again to gather the products for what felt like another age! Why not be prepared beforehand? Technique was very sloppy by… Read more

contrast to other spa chains (ie. Endota). Masque was put on, no massage during this time as advertised in service menu. Woman at counter told me there is no massage with the deep cleanse facial - I pointed out it was in the service menu. When I told her that the therapist simply left the room and "Told me to have a snooze" I was given a discount after having pointed out that the description of the service was misleading. Still dissatisfied. If I wanted to put a masque on and go to sleep I would do it myself at home and not waste $85.

Bad service

Facial, mani & pedi at groom spa – I visited groom spa Fountain Gate. The service at this outlet is fantastic with caring staff. I was left hanging for a few minutes whilst I waited for my aesthetician but was then greeted and offered a drink. I was a little annoyed at them trying to upgrade my facial for an extra fee and it almost takes that relaxed mood out of your encounter as… Read more

you are constantly reminded of the "benefits" of this or that via their sales process. Being in retail I understand this but it kills the mood of going in for a relaxing treatment. You really have to put your foot down if your not willing to purchase their creams & products. Overall it was a nice treatment. Facial was fantastic & relaxing. Staff are good at what they do. Expensive. Mani & pedi could be better for the price. I won't be having these 2 treatments here again as it's very ordinary.

Rude manager - treated me very badly – Went to groom today. Have been a regular customer for years. Today they charged me incorrectly as they punched the wrong numbers in the machine. I had left without checking the receipt. They called and said they had charged incorrectly. I said let me check with the bank what payment has gone through and then I will call you and pay anything that… Read more

has not been charged. Minutes later the manager of Doncaster Groom [name removed] called and said I left without paying and she will call the police. Talk about the worst customer service for a long standing customer. Never go there until [name removed] works there. I spoke to the back and confirmed the wrong payment was made and payed them promptly which I would have always done.

Went to groom today. Have been a regular customer for years. Today they charged me incorrectly as they punched the wrong numbers in the machine. I had left without checking the receipt. They called and said they had charged incorrectly. I said let me check with the bank what payment has gone through and then I will call you and pay anything that has not been charged. Minutes later the manager of Doncaster Groom [name removed] called and said I left without paying and she will call the police. Talk about the worst customer service for a long standing customer. Never go there until [name removed] works there. I spoke to the back and confirmed the wrong payment was made and payed them promptly which I would have always done.

Facial peel, yoga massage and Omnilux – My recent visit to Groom Spa was a very positive one. I was greeted warmly by the staff on arrival and was escorted upstairs to tranquil surroundings. Julie, the groomer looking after me explained in detail about the process of the peel and Ominlux I was to be recieving. As a first time Omilux user, she took the time to massage my scalp in order… Read more

to make me feel less uncomfortable whilst I was under the machine. I had a wonderful yoga massage, (a must do, may I add) and a facial peel. The products that were used on my face were explained in detail prior to applying. I had a slight tingle on my face, but all of which was part of the wonderful experience. Product knowledge was impressive. From the time I walked into the door to my way out it was "all about me" and I loved it. I will definately be using the Priori products offered and will be back for more Ominlux. Great service. Highly recommended.

Christine

Taylors Hill Victoria Great customer service, product knowledge

Don't use their service – Paid deposit when I made an appointment with them, cancelled my appointment but they refuse to refund deposit even though I gave 24 hours notice. If you have any issue with them any of their stores ignore your communications. Poor customer service. They take deposits from you and have no intention of giving any refunds if you cancel an… Read more

appointment! facials are good service is terrible, they ignore any communication from you. no contact details for Head office so you can't complain about their service.

Groom Spa refused to refund after damaging my face. Refuse to provide client a copy f consent form – I had a lactic peel from Groom Spa. My face felt 'burnt' after the peel. The staff insisted I had to pay for it, so I did. I requested a copy of my consent form that I signed long time ago. They failed to locate it. They sent me home with one sample doze of the cream they recommend to help with the burning and stinging sensation. That was… Read more

all.

The next day, I woke up , still felt my face was burning. Had scaly skin on my left cheek, and right bumps on my right lower jaw area. These lasted for 5-6 hours. My doctor prescribed me a steroid cream to use.

Two days later, peeling continued on my right side of the face. Burning sensation died down.

I rang legal aid and consumer affairs on this case for my knowledge, and whether a request of refund would be reasonable .

I wrote an email to groom spa and asked for a refund (to compensate on the damage, inconvenience and medical visit and medications).

They refused to refund because I was asking 'seeking advice' and they thought I will get a lawyer to sue them (?!). It is not my intention to sue them, I just want a refund and have this case settled, and of course I will not dare to go back again. However, they refused.

At this stage, they still have not provided me a copy of my consent form (which they couldn't locate).

I understand that people may have different reactions to different products - which should be indicated on my consent. I had no problems with it. However, I do not understand why they are refusing me to provide me with a copy of it?

They refuse to provide me a copy of my consent form means they have violated the NPP regulations.

i felt that they are not cooperating and trying to make things complicated.

I believe I have done my part on seeking multidisciplinary advice before requesting a refund (which was only $85). And yet, they are trying to turn it into a situation that makes it very difficult for a customer to deal with.

The matter is yet to be sorted.

violating consumer's privacy and rights. Poor managemnet and policies around safety procedure and client info