Lorena Luca Skin & Spa - CARY

I received a gift card (from my sister from out of state) here. I called both locations & said I had gift card to redeem. Based on my schedule I chose the Cary location. When I went to pay, I was informed my gift card was only valid for the Raleigh location. This wasn't mentioned when I scheduled & I said I had a gift card. The lady at checkout said it states this policy on their website. I had been on website & hadn't seen it. I did look again & website does say it on the gift card link for purchasing, valid for one location. I never looked there because I wasn't buying one & my sister didn't tell me either. They did end up helping me redeem it & I'm very glad. I think the staff should tell a client if they have a gift card to make sure it's for correct location as well as put that info on home page-not under a link. The facial was ok/fair, the room I was in didn't have a mirror which would be helpful after a treatment.

My massage was excellent and I really enjoyed the environment until the end. I had called to make an appointment and told them I had a giftcard for a particular service- I decided to book with the Cary location because I believed the person who gifted it to me had purchased it at the Cary location not knowing they were not interchangeable. When I arrived, I mentioned again that I would be using a giftcard. Smooth sailing? Not exactly.nWhen I was checking out after my massage, the receptionist informed me that I would have to pay out of pocket for my service and could keep my gift card to use at the Raleigh location another time. She also mentioned that the receptionist booking the appointment over the phone should have confirmed that the giftcard was for the Cary location. As a college student who had just paid my tuition for the upcoming semester, I did not have enough funds in my checking account and explained that I would have to run to the bank and either withdraw or transfer the money from my savings account, which i was completely willing to do. It's partly my fault after all, I didn’t read the fine print. It was at this time I also noticed a posted message on the counter stating word for word “Your gift cards are now as useful as ever! Gift Cards purchased at the Cary location can now be redeemed at the Raleigh location as well.” The receptionist had previously mentioned that they couldn't process the gift card because the POS systems are different so I asked how that sign could be true. At this point, she went and brought the manager out. They said they’d have to take a picture of my license if I were to go to the bank- OK, i get it, you don’t want customers to take advantage, i understand that. They proceeded to question me and looked me up and down and said “are you sure you don’t have a credit card” in a condescending tone which clearly expressed that they did not believe me. No, I had told them several times that I only had a debit card and would need to go to the bank for the payment to go through. Feeling judged and looked down upon, I started tearing up and asked to step outside to 1) call a family member to bail me out because I was not willing to leave and come back anymore and 2) gather myself- I was embarrassed, after all. When I asked this, I could tell they were calculating the risk that I’d run off to my car without paying- Queue the waterworks as soon as I stepped outside. Luckily, a family member agreed to bail me out. I went back in to tell them they would be calling to settle my bill and went back outside to wait for confirmation it was paid because, at this point, I was inconsolable and didn’t want to appear, once again, like I was ditching. They ended up accepting the gift card and my relative even paid the tip to my masseuse- the management's actions weren't any fault of hers.nAfter reading reviews of this Spa, I realize that my experience hassling over gift cards is not unique but I hope my experience of being questioned and judged is. I left stressed and upset. I learned that the Cary location is merging soon with the Raleigh location so there won’t be any more discrepancy about where the gift cards can be redeemed but I would still recommend that the business spend some time training employees about customer service and effective communication.

My boyfriend surprised me with a couples massage and they neglected to share the full spa was not open for use. So afterwards no shower could be taken to rinse off all the oils which where in my hair and they didn’t even offer a towel. No complimentary waters were provided after the massage. There were no robes for my boyfriend or myself to use in our room. Expense/cost was above average. Massages were not up to scale. The massage therapist didn’t not take directive well when explained problem areas and pressure needed. Unsatisfied customer.

I have been a client at La Therapie/Lorena Luca for years. I have always been more than pleased with the services there. However, earlier today I called and booked a service for 330 today. I was beyond disappointed (and irritated) to find the salon closed when I arrived for my appointment. When I called the CARY number I was informed my appt had been scheduled in the Raleigh location. Nothing was mentioned during my phone call that the two locations had been combined! I was told patrons had been notified via their emails. This is terrible customer service. It should have been mentioned when scheduling. I would never have accepted the appt knowing it was in the Raleigh location. I planned my whole day off around this 330 appt only to find out @ 305 that I would not have this opportunity. I was offered a complimentary service to reschedule in the Raleigh location which I declined. Very, very disappointed.

Christin was sooooo AMAZING!!!! She did fillers underneath the eye for me. She made me comfy throughout the whole procedure. She explained the process and risks perfectly to my understanding and my results were FLAWLESS!!!! Coming back FOREVER!!!!