Lorena
Rated 1 out of 5GoogleI had previously visited Gisso Chiswick and had a good experience, which is why I decided to return. However, this time was a complete disappointment due to poor customer service, lack of transparency, and an overall frustrating experience. Booking Issues & Extra Charges Months in advance, I booked a weekday-only voucher for a Hammam experience. When I called to schedule, I clearly stated that my voucher was for Monday to Friday. The woman on the phone still booked me for Sunday, without mentioning any additional charges. When I arrived, I was unexpectedly asked to pay an extra £20 because my appointment was on a weekend. This was completely unfair. If she had informed me of the extra fee at the time of booking, I would have never agreed to a Sunday appointment. Why should I have to pay for their mistake? Customer Service: A Complete Letdown I tried to be reasonable and even offered to reschedule my appointment to a weekday, which was what my voucher originally covered. Instead of apologizing or trying to fix their mistake, they refused to move my booking and insisted on the additional charge. This shows zero regard for customer satisfaction. They made an error in my booking, did not disclose additional costs, and instead of correcting it, they just expected me to pay extra. To me, this is nothing but a way to take advantage of customers. What was meant to be a relaxing experience turned into a complete waste of my time. I traveled there expecting my appointment to go smoothly, only to be hit with an unexpected charge and no flexibility from the staff. If a business cannot take accountability for its own mistakes, it does not deserve returning customers. Final Verdict: Do Not Recommend I previously thought Gisso Chiswick was a great place, but after this experience, I will not be coming back. The lack of communication, unwillingness to resolve an issue they created, and the dismissive attitude towards customers make this a zero-star experience. I wouldn’t recommend this place to anyone who values honest business practices and good customer service.
Dear Lorena,<br><br>We are sorry to hear that you were unhappy with your experience. However, we would like to clarify a few points for those reading this review.<br><br>Your Groupon voucher was for weekday use only, as clearly stated in the deal’s fine print. Weekend appointments carry a £20 surcharge due to high demand.<br><br>Despite this, you arrived on a Sunday and declined to pay the additional fee. Rather than simply canceling your booking, we reached out to offer you the opportunity to reschedule for a weekday so that you could still use your voucher. You responded by asking about availability for Monday—after already leaving this one-star review.<br><br>Additionally, in your review, you stated that you would “never return” to our salon, yet you were still actively trying to arrange a new appointment with us. This contradicts your claims and suggests that your experience was not as unacceptable as you have portrayed.<br><br>We always strive to accommodate our customers and be transparent with our policies. In this case, the terms of your voucher were clearly stated, and we provided multiple options to ensure you didn’t lose your appointment. We regret that you were unhappy with our policies, but we stand by the fairness of our approach.<br><br>Best regards,<br>The Gisoo Team