After delays due to covid restrictions, I was finally able to see Rea in early March. I also recommended 2 people to her as well. I understood her policy was very strict and for the two appointments I had, I arrived on time. I was really excited because I do believe she's great at what she does and she specializes in black skin, which is a plus.
A couple days ago I was alerted at work that my covid rapid test had come back positive. I was asked to take a follow up PCR test then go home. I knew I had my appointment on Monday, so I gave Rea notice. She requires 48hrs, I gave 24hrs. Bear in mind, it is Sunday afternoon and I've just been told that I've tested positive for covid. I explained that to Rea and she immediately informed me that I am to etransfer her the amount for my "late" cancellation ($195.00) or she will cancel all my appointments.
I was taken aback and was very put off by this response. I respect the policy of any business I frequent, however I strongly belive that sensitivity, tact and compassion are pillars in customer service and in that moment, Rea was deeply lacking in those traits. Fortunately she was able to cover an hour of the appointment and told me to send her $65 instead or she will cancel the rest of my appointments.
Because I was still willing to move forward with her despite insensitivity, I e-transferred her the amount. But after much thought, I decided that I am not interested in doing business with someone who cannot understand that in uncertain times like this - life happens. It's unfortunate because I was really looking forward to finally being hair free after struggling with this for so long. However "good work", as she calls it, means nothing without sensitivity and tact.
P.S. I'd like to note that she requires payment for missed appointments or late cancelations because that means she loses money - which is fair. But I'd ALSO like to note that as a client, I'm paying for gas/transit, parking, my time, as well as paying for the actual service. I'm not requesting a free service or special favors. And although she has "no exceptions". I think exceptions should be made for Covid. I even told her I could send her a copy of my results to prove I was being truthful, because I was that serious about moving forward with her. read more