Chen Kang Wellness

Hi. I have been your member for a while. This time, they required me to fill out my particulars, including my full NRIC. By law, we are not allowed to provide full NRIC numbers, only the last 4 digits. The form used Google Drive, which is a very basic format for collecting data. Please change your Google Drive form format or adjust the NRIC portion to only require the last 4 digits instead of the full NRIC. Please note that once data is collected from customers, you must have robust cybersecurity measures to keep all data safe and a firewall for your WiFi network. I spoke to your front desk staff and explained it to them. All they were able to reply was that they didn't know anything. This creates a very bad impression and image for your company. Staff who are not well-trained and are not even able to provide proper customer service responses. I asked for a company contact person whom I could speak to. They said they didn't have one. They didn't even dare to provide one. Seriously, I think you should provide proper training for your staff to be able to answer simple questions. I demand a reply from you. Thank you.

Masseurs are good. So far, Roy, Fenney, and Zhang are amazing. I liked their services. Hygiene level of the place is not up to standard. Towels are threadbare, and the massage chairs and beds are cracked and musty-smelling. Most of all, the service level of the receptionist is really unbecoming. They are rude, pushy, and unreasonable, and cannot provide a good reason for the centre’s form requiring a full NRIC number when it is supposedly against PDPA guidelines. So far, the rudest one I have encountered is a PRC young lady with a chin-length bob haircut. Please spruce up the customer service and cleanliness of the place. It’s not in alignment with your masseurs’ skill and strength.

After reading the bad reviews, all I can say is that the masseuses are all very skillful. The only issue lies with the front counter girls. They are very pushy when it comes to asking you to top up more for the ginger oil. These two ladies in the attached picture need to reflect on their work attitude if they wish to work in front-line service.

I bought a package and would say all the masseuses have very good skills. The masseuses don't know much English, which is still okay for me because, hey, it's the massaging skills that matter. What I can't accept is that the front desk ladies also don't know English. How can you be working at the front desk and not know English? I wanted to pay by card for a top-up, but they also didn't know how to process it. I said I have no cash with me and want to pay by card. She keeps talking in Mandarin to me. I took out my card, and then she figured it out. Why hire them for the front desk if they don't know any English at all? They are situated at Tampines Mall, which has people of so many different races and religions patronising the place. They don't even know simple English! Seriously, please train your front desk staff with the basic English required for customer service! Don't tell me they don't even know the English terms for 'cash' or 'card'!

This was our first time here, and we were excited to try it. My husband and I settled down in two seats, arranging our bags so they wouldn't be in anyone's way. Then a therapist came and asked us to move to seats under a fan, her reasoning being that we would feel cold in the seats where we were first seated. Ironically, she asked us to move to seats that were directly under a blowing fan. She was not happy with us staying in our original seats. She performed the foot massage as if she didn't feel like working that day. No pressure was felt; it was almost just a soft touch. She spoke broken English, which I was fine with. But when I asked her and used body language to indicate a harder foot massage, this therapist rudely told me to relax. I gave her one more chance for a few minutes, but the second time I asked, she still gave me the same attitude. I had to immediately cancel the service and walked away. The reception lady apologized and went back to her duty at the front desk. I'm not sure if she would make a note about the therapist's work attitude. I will never recommend or return to this place.