Soothe: Wellness On Demand 4+

An exceptional experience for all!

We are four ladies that get together once a year. We usually book massages in town at a salon. This year we booked with Soothe for massages in our rental cabin. The booking process was fairly easy with very good communication from Soothe to book what we wanted (2 masseuses, four 90 minute massages). Due to a limited number of contracted providers in the So Lake Tahoe area, one masseuse signed up for all 4 massages. I was assured that Jamie B was up for the challenge. And she most definitely was! She was charming, interesting, friendly and amazingly strong with no decrease in length or quality of massages despite the 7+ hours she worked (with less than 10 minutes of ‘down/personal time’ between massages). She’d driven 2 hours to reach us and had a return drive of equal length yet was as cheerful and energetic when she left as when she arrived. If Jamie B isn’t the face of ‘Soothe’, she certainly should be! We definitely recommend Soothe and will book again! Thank you Soothe and Jamie B!

Therapists are great! App, not as much

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.

Terrible Customer Support

I used Soothe a few years ago and really enjoyed it. Then a couple of months ago I decided to return. I saw they had a subscription and I was excited to try it out. I had a credit from my previous use of the app. When I joined the subscription my credit didn’t apply. I went to their customer support chat and asked why it wasn’t applied. The customer service rep gave me a confusing answer but said it would be applied next month. I asked if he could clarify because I didn’t understand why it wouldn’t be applied in the first purchase and his answer was “I already told you why.” I was shocked!!! I asked if he could have someone call me to better explain and he said NO! The next month comes around and the credit was still not used. Again I contact customer support to ask them to use the credit. They told me they couldn’t give me the credit because they already charged me. I asked them for a refund and they said no. They told me my option was upgrade the massage I chose and apply my credit that way or IT WOULD BE USED NEXT MONTH (just like they said last month). I told them I wanted a refund and the customer service rep said that they would have a supervisor contact me in 24-48 hours. No one ever called me. What a surprise.

Terrible and rude customer service. I would not recommend because the moment you run into an issue you’re out of your money and they refuse to cooperate and/or try to resolve your issue.

Developer Response ,

Hello Nitaaa17! Thank you for your feedback and I am sorry to hear about your most recent experience with us. I would like to look into this a bit further for you. Please feel free to email me at oscar@soothe.com with your account details so I may review. Thank you.