This was the worst experience I've had with a business. I called to make an appointment when a man answered and immediately the conversation seemed very unprofessional, rude, and disorganized. The time I wanted wasn't available so I agreed for 3pm, Wednesday, August 5. He said, "Maybe I can get you in on Saturday, let me call my massage therapist and get back to you in 5 minutes. I will call you right back." He never called me back.
I tried to overlook his unprofessional tone and gave his business the benefit of the doubt. I called on Tuesday, the day before the appointment, to confirm I was coming in the next day, Wednesday at 3pm. Because he never called me back, I had to be sure everything was set. I called, the same man answered (Dr. Justin Backlund), and he said, "Uh, tomorrow at 3pm? Yep, sure. Sounds good."
The next day, I decided to take the day off to relax before my appointment. When the time came, I drove to Edina (from downtown Minneapolis) to his office. The door was closed when I arrived. I called the business number, no answer. I knocked and no one answered so I peered in and found an empty office. I called to the back, 'Hello' a few times but no answer. I decided to wait patiently. About five minutes later, a man walked in after me also looking for Dr. Backlund (from the office next door). I told him I was also waiting and then he called to the back, closed doors for him. No response either but he heard his dog bark. He said I'm going to call him on his cell phone (found his business card) and left.
About a minute later, Dr. Backlund emerged from his back office door with his dog. He came out in an angry manner and I was actually slightly frightened. I asked him politely if he was Dr. Backlund. He said yes and said he was "doing some paper work". He acted just as he had on the phone, that I had inconvenienced HIM for calling or showing up to my appointment. The man from down the hall called his office phone and he answered telling him he had been "on a conference call" and to come back in FIVE minutes. At this point, he had already made up his mind that, as I'm standing in front of him patiently waiting, that I wasn't going to get the service I had paid for and confirmed the appointment for, took the day off of work, drove several miles to get to, and was anticipating a massage/chakra therapy. This person is in chiropractic and HEALING care. He was only raising my level of stress.
He told me I didn't have an appointment. He questioned if we ever talked on the phone. He also claimed he called me back or if I didn't answer, left me a message which I double-checked, he had not on both accounts. He then tried to say it was for next day but that was a lie. He then offered to do a free chiropractic adjustment on me for the inconvenience. I wanted to be nice so I considered it, thinking he would perhaps figure something out with his massage therapist. He said scheduling with Groupons were difficult and seemed bothered by it but didn't warn me at all or try to improve the process to avoid inconveniencing myself or other paying customers. He asked me to fill in some papers while he returned back to his room and closed the door. He called his masseuse and at one point I heard him scream "...she doesn't have an appointment!" Yes, I absolutely did and I called to confirm it the day before. This was becoming very uncomfortable and ridiculous. I did not want to be in the presence of this person nor his business.
He told me today was not going to work. Dennis, his massage therapist, was coming in later for another appointment but not for me. He asked if I would reschedule for Thursday morning. I had to say no because I couldn't take more time off work and Thursday wasn't a good day. And frankly, at this point, I did not want to deal with coming back there again after rude customer service. I was disappointed and upset. I said, I think I'll leave now. He said, "Ok, I'll take you off." Take me off from what I wondered. I told him "I'm sorry, I know sometimes these things happen but I did make an appointment." He basically ignored me and did not try to apologize in a genuine way or rectify the situation.