Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner gifted me a gift certificate for $330.50 for a couples massage at Sensea on Dec 25th 2022. I went on their website to attempt to try to book our appointment many times before reaching out to them in May 2023. It seemed there was never a couples massage appointment available. I was unable to call and speak with their reception over the phone and emails back and forth resulted in nothing being offered to help. I asked when the card would expire and my question was not answered. In July 2023 I again asked for them to accommodate us as my partner was not interested in going for a massage by himself without me. I also asked for a refund and they offered to book us for spa passes. Finally I emailed them in January wanting to book myself and a friend in for a quick appointment saying that I wanted to use the gift card and they said it would be charged when we arrived but we didn't make it to the appointment due to inclement weather and they charged my credit card for $147

• Initial Complaint

  Date:19/11/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sauna created a new morning only booking. I booked two spots for a date and the cost was $103.50. The booking is from 10:20am to 12pm. I arrived and got changed and waited for my date and did not get to access my first sauna experience until 10:30-10:35am. I left the sauna areas at 12pm to get changed, showered, blow dry my hair, apply the body lotion that the sauna provides and get dressed. I left the facility and the staff did not engage with me on my was out. I was then charged an additional $138 for a late check out despite not being notified by the staff. I send an email to the manager explaining the experience and was talked down to and none of. my identified issues with the practice were acknowledge. I was informed that I had to have left the facility all together by 12pm and not be in the change room still. Due to the nature of the services that are rendered at this facility (advertised as relaxing experience and they have a structured process how to sauna) and accounting for how long it takes to get changed at either end of the booking I identified that the booking from 10:20am to 12pm only accounts for 1 hour of sauna usage when you have to account for changing and rushing out of the facility. This does not allow the facility to used in the manner that the company advertises which is 3 cycles of heat (for 15 min), cold, and rest. Additionally, as it is a sauna facility phones are not the norm to bring in, the facility only has one small clock on any of the exterior buildings, and two clocks inside of specific buildings. There are no announcements or notifications that a morning sauna is ending or visual systems for the staff to remind patrons of the need to go get changed. A booking from 10am-7pm costs $69 and you are allowed to get changed in the facility after 7pm. The booking from 10:20am-12pm costs $51 and you are charged if you have not left the facility by 12pm. I've given the company multiple opportunities to correct this issue.

• Initial Complaint

  Date:26/06/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Review ********* G 2 stars 05/06/2023 The spa management encouraged feedback. I always left constructive feedback which was always appreciated by the front line staff. I once asked a simple question based on previous conversations I had with people who had/have a working relationships with Sensea. I asked if staff was treated well by management. Without giving details of the response given, the answer saddened me. I asked staff to include my name in the "feedback" that day. Since then, I returned multiple times without any issues on payment or otherwise. The last time I tried to book, I attempted 3 times and each time I received a confirmation email for my booking, followed by a cancellation email saying they couldn't process my payment. I asked Sensea to look into their end and they responded with "spots go fast" so of course I started to question what was really going on. Shortly after, I receive an email saying I was no longer welcome to the spa due to "uncomfortable conversations" with their staff. I responded with an email suggesting not to ask for feedback if it had a potential to cause anyone to feel uncomfortable. I also mentioned that Sensea management was lying about my payment process. I feel Sensea was upset by my question and decided to use a passive aggressive approach instead of a direct approach to ban me. I think I hit a "management nerve." The whole idea of a 3rd party platform like this is to remove a bias and create a resolution between customers and businesses. Unfortunately, Sensea has their own way of dealing with certain customers. Ban them without resolution. Side note: I question the fact that businesses in Nova Scotia can refuse service for any reason which potentially opens up the possibility of any form of discrimination.

• Initial Complaint

  Date:13/12/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Services not rendered...services paid in full A medical emerg arose 2 hours after being at the spa..4 person bday celebration..I booked a massage when I arrived for later that day. We had to leave early due to unforseen circumstances..it was my first time at the spa..I could not call to inquire about rebooking they said management would be in touch. They tell me their employees need to be paid. They will not refund or rebook my appt. I am will to pay for a day pass...but not 200 for a massage I did not receive. Emailed them several times. No response from management.

• Initial Complaint

  Date:03/10/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  57.50 x 3 = 172.50 for 3 passes So I'm banned from Sensea Nordic Spa for an encounter with a staff member that me and two others apparently had.. that didn't even happen. I literally supported this business from day ONE. Even tipped the nice workers that I loved. Paid for passes and even treated people to the spa since opening. I have never been so insulted in my entire life... I hope everyone I know boycotts them based on the fact that they are snobs who seem to think being excited about their business during check in is unacceptable. I swear we were not rude. Like there's no mistaking me being rude. Period. She could have asked us to calm down if we were excited. I have tried to contact owners and they basically told me they don't want anything to do with me. They won't tell Me what the three of us did. Just that we're banned? It's really bizarre.

• Initial Complaint

  Date:23/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 Sensea Nordic Spa gift cards. I received one for Christmas 2021 ( value of $260). The other I received for my birthday (an e-g/c) February 20, 2022 ( value of $50). They were to go towards a couples massage & day pass. I have been trying to book for any Sunday since I received my first gift card( we work a lot; only day avail.). I have only been successful in booking on a wait list. I noticed that some of my wait list bookings have been canceled because the original person that booked canceled and that supposedly opens the appointment back up to the public and cancels my wait list without notification and I don’t even get the booking as a true wait list works. I have messaged the company in June and this past week about my troubles with booking and the poor way the wait list is handled. I was told to simply keep checking for bookings as they open 60 days in advance. I’ve done that with no luck. I enquired about my recent wait list bookings opening back up and was told when the original booking in canceled with lots of notice that it is re-opened for the public, I do not get that appointment as a wait list booking should and they cancel and re-open my wait list booking without notification. It was only fluke that I found out by checking for openings numerous times. I asked for a refund since they can not seem to supply services that I’ve been trying to get. I was told that they will not give a refund. I told them I was considering contacting the BBB , giving them one last chance to rectify the situation but they have not responded. I am saddened that I can not get an appointment there; I was really looking forward to it. I have been more than patient and made every attempt to get an appointment by even setting my alarm for midnight to try the site and schedule a booking. They are only reachable by email or more recently, by leaving a voicemail only. I do not know how to upload emails for proof but I can forward & supply the G/C numbers when/if needed.

  Business Response

  Date: 24/09/2022

  Hello, 

   

   

  We are sorry that you cannot use your gift card to book the service you are looking for. The gift card is a monetary value and not a specific service or product. So you have to find the service you are looking for before being able to use your gift card. For spa passes, we can help you and find a day that you wish. We actually offer this quite frequently in your case. But as for treatment, it is really on first time first serve basis and they are in high demand. That being said, if the monetary value you offered for your gift card was for a treatment and nothing else and that you cannot find the specific treatment and specific day you are looking for, then we can refund you don't worry. 

  Just send your request at ************** as we usually don't deal with bbb and don't reply on 3rd party platforms, but we do directly to all our guests when they reach us on our email. 

  Thank you. 

   

  SENSEA Team

  Customer Answer

  Date: 29/09/2022

   I am rejecting this response because:
  They e-mailed me privately as well and said that they would refund me this time only but only through credit card. I explained that it was not my Visa. The $260 card was purchased using cash and the the $50 e-card was purchased with another person’s Visa card and that they do not have the same card. I have not received a response from them as of yet. They can check the balance on each card and see that they have not been used and cancel them once this is settled.  I do not understand why they just can’t give me the cash equivalent and be done with this matter. I feel like they are dragging this situation out in hopes that I will drop the issue and go away.  $310 is not worth walking away from.  They do not deserve the money when they can not provide the service I was so hoping to get.  It appears to me that they both have a poor business at up and their customer service is not truly interested in resolving the issue.