UPDATE: I've been coming to Enigma for years, and Evan is an excellent piercer. My review came from…read moregenuine disappointment at how much the overall experience has changed. That's why I genuinely taken aback by the length and tone of their response below. I'm not quite sure what they intended it to prove
My review doesn't claim that they never replied. It explicitly says that I eventually received a response over a week later. I emailed them a few times during that time. By my third message, I'd explained the piercing was red, bleeding and producing green discharge, and that I was considering urgent care but understood it was better to consult the piercer first. I asked what I should do. I could have just come into the shop, but wanted to be respectful and ask first. A reply ten days after my first email isn't useful aftercare.
In their public response below, Enigma claims that they first replied on May 26. After posting that response, they emailed me privately. They didn't repeat the May 26 claim in their email but did attach screenshots of their previous replies. Both screenshots are dated June 5, so 10 days after my original email. May 26 is the date I emailed them, not a reply from them. I've checked my inbox to make sure and there is no response from Enigma on May 26. They also admit that another more recent email "slipped through the cracks."
When they finally replied on June 5, one email gave me Evan's working days and the other advised coming in to change the ring to a straight post. But by then, the problem had already healed up, so the advice was no longer useful.
My complaint isn't about what they eventually said, it's that it took ten days and repeated messages to receive any help.
Honestly, if the intention was to show that my review was unfair, sending me evidence of the very thing I complained about is an odd way to go about it. I stand by every word.
