Hi all, I also have had a very traumatic time with MB since 2006.
I've gone from being so angry to now very sad and almost resigned. This is my story:
In 2006 I signed a package with them at about %50 per facial. At that time all my facials included a soft mask. Later on, when I am not even halfway through the first package, they had another promotion and were really really pushy about selling it to me (they like to do their selling while you are lying down there doing your facial. Doesn't that feel terrible? How to relax?). The deal seemed very good. Just $40 for a basic facial + 45min massage. They even said I can intersperse the basic facial with my $50 facial which includes machine. I thought not too bad, just $20 for each treatment, so I agreed to sign. However after I have already signed 15 sessions at just $600, they THEN asked if I would like to top up with a soft mask for the basic facial. I was like, oh you mean your facial doesn't come with a mask?!? Why didn't you say so? I realised then it was a dishonest sales tactic they used, providing incomplete info, and selling the real deal, in parts. So the soft mask cost $20 but got '1 for 1' if I buy 15 sessions. Oh dear, this meant I will have 15 extra mask sessions (which, again I'm sure it's their tactic so they can sell more facials to me and rationalise to me that I have 15 masks left with no facials!). In the end I paid $900, for 15 sessions, which works out $60 per session of basic facial and 45min massage. I told myself, ok, nevermind, it's still really value for money, just that I felt they didn't need to be so shady about the way they sold it to me.
Later on, when I was using my first package, the sales consultant started deducting from my soft mask package for each treatment. When I pointed out that my first package already included soft mask, they insisted that cannot be the case. I argued for a long time but eventually they won. I mean, I can't do anything about it!
In between, I had to endure the 'totally impossible to book' slots, so I ended up simply not able to use my package as I had on so many repeated occassions tried to call, even up to 2-3 weeks in advance, to be told they are full. They so obviously oversell their packages.
In addition their staff from China are poorly trained and very rude and dismissive. When I call them and they have this 'I can't be bothered attitude'. Sometimes they answer with an offhand 'umm, ummm' when you make your requests. I once remarked to a PRC staff on the phone when I asked her for the 'opening times' of the customer hotline, and she said 'I dunno', I said 'well perhaps you should find out so in future when other customers ask you, you will know?'. She just replied in a very offhand way 'um'. I then told her she can perhaps muster enough energy to reply me rather than just 'um' as it can be contrued as rude. She promptly told me, she doesn't think it's rude, and that she is very polite and prides herself as being one who bring great service. I could help laughing out loud at that point.
Anyway so most recently, my packages expired.
I have 13 facials, double the amt of soft masks left. I asked for an extension of the package, and they offered 6 months only and just once. I was really upset this time round because I recall vividly, when I signed on the package, the sales consultant reassured me many times that they will certainly extend the package so I can finish it, there is no problems at all. So at the branch they tried to ask me to sign the 6 month extension. I refused and pointed out
i) not only did they promise extensions were no problems at point of sale,
ii) they also were the cause I couldn't go for my facials since I can never get a slot successfully
iii) I have 13 facials and twice the amt of soft masks left. I go for facials once every 4-6 weeks, so I need an extension of at least about 20 months.
At the branch they then asked me to call the customer service if I want to request and I did just that. However after taking to LiShan, it was useless as she just kept repeating the same thing that the sales consultant at the branch did, which is that 'company policy' didn't allow her to make 'exceptions' to the rule for me. I talked for nearly 30mins on my hp to her and in the end she asked me to write in. I asked her what is the difference btw talking to her and writing in? It's still from the same customer? Why make things so difficult for me?? She replied saying she needed it in 'black and white'. I was so frustrated I felt like crying, if writing in was what was required, why didn't the branch staff just say so instead of asking me to call the customer service which was totally not helpful?
So I wrote them a letter there and then. I got a call back from them saying they will extend 9 months. It's just not enough.
But the long story is, I so regret signing up for their package and hope others will read about this and be aware of what you are getting yourself into.
LOL 
