The overall company reputation of Harborne Spa & Clinic is reflected in a mixture of highly positive and some critical customer feedback. The majority of reviews centre around the praises for a technician named Kadesha, who consistently receives accolades for her excellent service, professionalism, and friendliness. Customers mention relaxing and satisfying pedicures, full body massages, and gel treatments with Kadesha as highlights of their visit. In contrast, the spa has received criticism on a few accounts, such as the poor quality of a manicure and pedicure service, a below-average and seemingly inexperienced massage experience, and the issue of gels chipping within days. While there is a readiness to address problems, such as offering to fix the chipped gels, it appears that timing and execution of service recovery may not always meet customers’ expectations. The dichotomy of experiences suggests that, while the spa has the potential to provide an outstanding service, there are inconsistencies in service quality that affect its overall reputation.