Soothe: Wellness On Demand

I've only had 1 problem therapist with the many massages I've gotten through Soothe. The app hasn't been showing me the new therapists I've recently seen, who I may wish to book with again. I just have a line up of the ones that saw me well before the pandemic started. I'm not even sure if they are all still working for Soothe, because I've tried to book prior therapists in the past and them it seems I learn they are no longer on a schedule, though they still are in the lineup of therapists. The tipping part of the app is a problem for me as well. I usually give cash tips, which means the app then bugs me every time I go on it to 'tip the therapist'. The amount to tip is associated with a changing face from smily to frown, depending on the tip size, and since I tipped a good therapist with cash, I certainly don't want the frowny face on their name. I told the above to customer service when I needed to give a tip through the app because I didn't have enough cash on me. The app brought up the penultimate therapist I had seen, and I accidently have the tip amount to them and I had to call customer service to get it fixed. The service guy told me to delete the app and reload it to my iPad, I did, and the problem still exists. Bottom line-therapists generally great, app needs some work.

I’ve updated my post to four stars as the staff at Soothe have rectified my situation. Originally post - I had been a customer of Zeel for the past year and was recommended to try to Soothe out. I purchased the annual subscription to take advantage of the 25% discount. I originally charged my corporate card accidentally, instead of my personal credit. Soothe was supportive and refunded my money right away and paid with my personal credit card. I booked one massage, and the therapist was okay, nothing to rave about. I have since booked several times, and the Soothe staff were unable to find me, therapists. I prefer male massage therapists and booked both in advance and last minute. I understand not finding someone last minute, but even the advance booking did not find a therapist. I have had a few that I cancel, simply because I had the massage therapist previously and was not a fan. Needless to say, I have now purchased a home outside of their service area, and are refusing to refund my money. I am not stuck with massage credits that I will never use. Their customer service is subpar at best, and if you deal with Brittany L, the supervisor, you'll be extremely disappointed in the lack of customer service. I've filed a complaint with the Attorney General of Washington State, as well as the Better Business Bureau. If you are looking for in-home massage therapy, I would NOT recommend Soothe. If you need immediate service, don't expect it from their customer service.

Only reason I didn’t give it 5 stars is because I had a little difficulty with payment. I had a gift card from spa finder and I had some problems putting payment in. However, when I contacted chat they were able to help and direct me. It took a bit but I was told it was because they just started using Spa Finder. It worked out because I am persistent. The other problem, it didn’t give notice that I was not able to get anyone on the time I selected. I didn't figure it out until I went in to app to check to make sure someone was coming and it denied my time stating that there was no one available. It would've been nice for an indicator from app or text to let me know. Once I picked a second time everything went in and worked well. I will say other than these little glitches everything else went very well. My massage was wonderful and it was awesome I could have it done in the comfort of my own place. We had a VRBO rental and it made it extra special for our trip. Michelle was wonderful and I would book her again. Thank you!