I received such horrible customer service that I didn't even receive a treatment and gave up a smoking Groupon because I don't want to go back. I left work two hours early and drove 35 miles in 4:00 p.m. traffic to get to my photofacial appointment. When I arrived, she had me start filling out the paperwork. 5 minutes into it she sat in front of me and said she was having a major personal issue and wondered if we could just do the consultation and I could come back the next day for the treatment. Considering I heard the consultation takes about a half hour and the treatment only takes 5-10 minutes, I didn't quite get it, why just try to reschedule the quick part and considering the personal issue began the day before, why didn't she just call me earlier in the day to reschedule? I also did not want to do another 70 mile roundtrip drive for 5-10 minutes, and told her so. So she called someone and asked them to pick up someone for her (I'm assuming a kid), and said she would be done at 5:45.
So I continue with my paperwork. A few minutes later, she pulls out my sister's file and is looking at it, and then says she has two types of attachments. She says one is much too strong for Asian skin and the other went to the shop and was supposed to have been back 4 days ago; she's really not comfortable using the stronger attachment on me, so can I just reschedule and come back for the treatment at a later date? Or I could just call Groupon and get a refund. I said a refund is one thing but what about the time off from work and the drive? I was frustrated. As I sat there thinking, she kept making comments that it was for my own protection, she didn't know what I had to think about. I said why didn't you call me to reschedule? She said she didn't know I was Asian and couldn't just call everyone to check. I said you obviously just don't want to do the treatment today. She went off on a tirade about how she couldn't believe I was being so insensitive, that she understands the drive is an inconvenience, but it's really not a big deal in light of her major personal crisis. I was pretty much stone-faced by that time and knew there was no way I was coming back.
I actually have no idea what was really going on. My name is not Jane or Ashley or anything typically Caucasian. Even had she brought up the attachment issue immediately, I would have had no choice but to reschedule. But then why start with the major personal crisis issue? One that sounded like if it was one, then it began the day before. Why didn't she just call to cancel the appointment altogether? And why just try to reschedule the treatment portion which takes very little time? And why, for an appointment that had been scheduled over a month earlier did she have to call someone to ask them to pick up someone for her. The whole thing left me extremely frustrated. Especially as I left for the long drive home in 5:30 traffic.
And by the way, my sister also purchased the Groupon and had completed her two treatments. On the first one, the person used too strong a setting and burned my sister's face. She's very forgiving of mistakes like that (crazy, it's her face and can cause permanent damage!), and went back for her second treatment. They tried fraxel. One, they are obviously not experienced with Asian skin. Two, I don't think it actually worked. I was going to try it because my skin is not that bad. I'm going to chalk up the whole experience to being a sign that I should not get photo facials. BTW, Groupon was great about giving the refund! read more
