Emma Wilson Urban Spa London, Norwood

Reviews

1. Laura A ★☆☆☆☆

   In preparation for my honeymoon, I went for a legs, bikini and underarm wax at the spa. I was led to a badly lit, basement room where the underarm and bikini wax went ok but the technician clearly couldn’t see what she was doing properly. Upon arriving home, I noticed a lot of the leg hairs had not been removed, I mean LOADS. Needless to say, I was disappointed. I had had this treatment done in preparation for having a hassle-free honeymoon without needing to shave. I was sent a feedback survey by the spa which I completed and explained that my legs had not been done well and I would not recommend using their services again. Later that day, around an hour before we were due to go to the airport, I received a call from the spa asking me to come in to rectify the problem. I explained I was due to leave imminently and that wasn’t at all possible. They suggested sending photos of the problem for them to review, which I did. I received no response. I emailed again to see if they had received them. They finally responded saying that they couldn’t see anything (despite me highlighting where the hairs were) and could I come into the spa. I had to reiterate AGAIN that I was now on my two-week honeymoon, which I would rather be enjoying than spending time sending photos of my legs! Regardless, I sent more photos which again received no response. I chased AGAIN, only to be told that Emma had been away but she gave me no answer as to whether I could receive a refund for the poor service. I chased AGAIN, explaining that the customer service had been so bad, I would be leaving a public review. I then received a response saying I could have a refund and that they would be back in touch, well, surprise, surprise, I received no response or follow up from them. The bad wax job I can forgive, but the customer service I have received from this spa has been shocking and all the more disappointing that the experience impacted my honeymoon. I haven’t felt at all like I was listened to, or that my disappointment was appreciated in any way, and feel as if I have been totally ignored as a customer. This was the first time I used Emma Wilson's Spa and, needless to say, it will be the only time I ever use it.

   almost 2 years ago
2. sabrina mccarthy ★★★★★

   Been coming to Emma Wilson Urban Spa for 6 years and I am never disappointed with my treatments! Staff are friendly, experienced and professional. It's lovely being greeted as a friend each time I have an appointment!

   almost 2 years ago
3. Anna Wainwright-Vine ★★★★★

   I had a facial done by Philipa and it was one of the best facials I’ve had. My skin was glowing after and there was an improvement with my skin after the one visit. I felt very relaxed and rejuvenated after. Philipa is very friendly and has a lovely energy about her. She is very adventive and advisable to her clients individual type of skin needs (which I’ve personally have never had before from a therapist doing a facial). Her knowledge, experience and passion filter through her treatment sessions. I would have no hesitation booking with Philipa again as she’s amazing at what she does! The staff working in the salon are also extremely friendly and made me feel very welcome on my first visit. I highly recommend Emma Wilson Urban Spa.

   almost 3 years ago

1. Heather V ★★★★★

   High quality urban spa. Staff are extremely professional. Highly recommend them for facials, massage, waxing and laser hair removal.

   almost 3 years ago
2. Vicky Rapti ★★★★★

   Had another wonderful experience at EW spa today. Alex was very thorough and professional,but also very friendly and warm. I shall definitely be returning! Vicky

   almost 3 years ago
3. Nnenna Umelloh ★★★★★

   Coming here is a joy and a pleasure. I cannot tell you how much I enjoy the Voya massage. I definitely encourage you to book longer sessions. I promise you 30 minutes is nowhere near enough. I get a 90 minute full body massage about once a month and it's great. Do not book your appointment online. Call them or visit in person to avoid the booking fee.

   more 6 years ago

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