How can a company with four star rating deliver such poor service?

I paid for a full body massage for myself and my sister (this was supposed to be a present for her). After the Dec holiday Illyria House did informed me that the the****** did not return after the holiday. I agreed to wait a while until she returns or for them to appoint someone new. It has now been more than a month and I sent two follow up e-mails with no return communication form their side. I also called twice without any satisfactory outcome. Today I called again and spoke to the receptionist - with all the other staff either sick or not available. This is very strange and very bad service. How can this be a four star business?