Our Little Secret Spa

The customer service cycle is seemingly approached as arbitration by the owner Tracy. I was given a spa package as a gift, thankfully, because I would never pay for someone to dismiss, demean, and attack me as Tracy did. The package had 5 visits to be scheduled within 6 months. The spa did NOT have the personnel to accommodate the amount of appointments for all packages sold. However, this could NOT have been the responsibility of the business or the owner, if Tracy had anything to say about it. When I tried to book my remaining 4 visits, 3 MONTHS BEFORE EXPIRATION mind you, I was told I was calling «at the this minute» and 4 visits would be impossible to book in that time frame. When I pressed that issue again, stating this was not the first attempt to make said appointments, Tracy finally gave me a month’s extension to the expiration date and cited the first available appointment. The therapist had appointments between the hours of 10 A.M. and 3 P.M. left and very limited weekend availability. Relaying to Tracy that I work during those hours during the week, she responded with something of the like «Oh, so WE have the resources to match your package but YOU refuse to available. Your services will just have to expire.» Only when I reminded her tips come from paychecks did she back down. Lastly, I used their website to change an existing appointment. Little did I know clicking the link in the reminder email provided would NOT take me to the correct place on the website but instead lead me to booking a new appointment only; it did not cancel out the previous one. I had no knowledge of this until Tracy called me to accuse me of missing my appointment and asked why. I explained what steps I had taken. She sighed, then told me that I had «didn’t do it right at all» and then hung up on me. All of the staff, technicians, therapists, receptionist, and esthetician were lovely people who provided top notch service. Tracy ruined my experiences every time and I will not be back. There are several others in the Collierville area who have been subjected to Tracy’s combative and unhelpful nature.

Seriously the WORST customer service I have ever experienced. They sent a sales lady all over town promoting the spa with a package deal. It included 5 visits, each visit provided an option between 2 different services and all 5 visits had to be scheduled within a 6 month period. The price ($ 60) was a phenomenal deal considering the actual value of the services. I bought 3, one for myself and 2 as gifts. Both of the gift receivers and myself had issues getting any of the appointments to coincide with our schedules. The spa only has one of each type of technician and they completely oversold the promotion so getting 5 appointments scheduled that you could actually make it to within 6 months was enough of a hassle but then there’s the owner, Tracy. From my first encounter with her, she was aloof and rude with a half smirk the entire time she deigned to speak to customers. She was inconvenienced to have to answer any questions. For 6 months, I tried to work out an issue with her about getting a duplicate gift card (someone gave me one as a gift after I had bought my own and they were limited to one per customer). Originally, Tracy told me that I needed to work it out with the sales lady, Sherry. I called Sherry and left her probably 5 voicemails over a 2 week period. Sherry never returned my calls. Tracy then told me that Sherry is more likely to respond to text messages. That went about the same as the phone calls/​voicemails. Tracy then told me she would contact Sherry and have her call me. I never received a call. Tracy told me to send the giftcard back to Sherry by mail and they would issue a refund check. I waited another 3 weeks without any response after mailing it back. Then Tracy stopped taking my calls and returning my messages. So 3 months and countless attempts to contact both parties and resolve the issue, when I was finally able to reach her again, she was dismissive and unapologetically unhelpful and hung up on me. I was shocked to find out that she was the owner!!! I have been to many of the local spas and have never had an issue anywhere else. I have since found out that several other people I know had the same experience with her. I will say though, the spa itself is adorable and the receptionist, aesthetician, nail tech and masseuse that I had appointments with were all wonderful.

This is a cute little spa. They only have one chair for pedicures and one table for manicures, so don’t plan on a girls’ day out where you both get pampered at the same time. I took my little girl here for a mommy/​daughter day. It was a fun experience, but I don’t like to have one person wait while the other is getting done. The lady did a nice job, and both our manis and pedis lasted a long time. It looks like they have tables for massage, as well.

Are you in need of some waxing? Botox or spider vein treatment? A manicure or a pedicure? Feel like a massage? Or any other type of medspa treatment? Our Little Secret is your place. Located on the historic Collierville Square and across the street from the Collierville herald, you will find this adorable medspa. They offer a wide array of medspa treatments. I have been to another day spa in Memphis and have received good service, however the service at Our Little Secret is so personable beyond belief. I hope you will tell everyone about Our Little Secret once you leave this amazing place.