Customer service is always amazing here. They're always very welcoming & accommodating. I recently scheduled my other appointment in Santana Row & I can definitely say I would not go back to that location & I rather stick with this location in Los Gatos read more

LaserAway has absolutely no respect for customers' time. Appointments are regularly delayed by 30-45 minutes, rescheduled last minute, rescheduled without customer acceptance, and not honored. Extremely unprofessional scheduling experience and terrible customer treatment. It's become nearly impossible to coordinate appointments with them. If the company is this overbooked and unable to support existing clients, they should stop selling large treatment packages upfront. Taking customers' money for year-long treatments and then making it difficult to schedule appointments feels extremely dishonest. I would strongly discourage others from purchasing packages here if they value their time. read more

I leave reviews often, and I don't write negative ones unless it's truly warranted -- unfortunately, this experience was. My friend purchased a $600 promotional package (6 laser sessions) from this location as a gift for me. She had previously been a customer and made it very clear during the purchase that it was intended for someone else. When I tried to call to schedule, no one answered. I was left on hold for over 20 minutes with nothing but an automated system and music looping before I finally gave up. We then contacted another LaserAway location for help booking, and they redirected us back to this location since the package was purchased here. Shortly after that, my friend received a call from the same sales representative who sold her the package -- interestingly, this was the fastest response we received the entire time. During that call, the representative stated -- for the first time -- that the promotional package only applies to existing clients, and that "new customers" are expected to pay between $2,300-$2,600 instead. This was never disclosed at the time of purchase, despite it being clearly communicated that the package was a gift. That kind of omission is not a small detail -- it completely changes the value and usability of what was sold. My friend is now in the process of canceling the package. Between the lack of responsiveness, poor communication, and failure to clearly explain key terms before taking payment, this experience felt extremely unprofessional and misleading. There are plenty of reputable med spas in Los Gatos that are transparent, responsive, and actually prioritize customer experience. I would strongly recommend looking elsewhere. read more

I would like to say Lily was so nice and amazing and answered on all my questions and very informative on all the treatments. I feel relaxed knowing I will be taken care of and getting treatments that I need for mature skin. Thanks Kathy R. read more

Bad results for laser hair removal and lip filler. They are always late to your appointment and then rush the process so the results are never what they should be. Been going for years and probably only had a couple good experiences. They lock you in with huge expensive packages that make you think you are saving money, you aren't trust me, they're being sued constantly for it. They book you appointments for services you supposedly have and then cancel your appointments last minute without telling you then tell you that you didn't in fact have those services, straight removed juvederm from my LaserAway profile a day before my appointment. An appointment I had to wait months to get only to get canceled last minute. Put you on hold then hang up on you. Customer service is awful unless you're buying something, they spam you and give you attitude when you don't buy something. Laser hair removal is a joke. After years and touch ups it is not permanent not even close . Lips don't look great either. For the thousands of dollars spent here over the years I could have gotten legit services elsewhere. I will probably jump on the lawsuit train myself here soon especially since I will not be using the last of my services ( but they might just make those disappear though as well) read more

No one ever contacted me to follow up, contrary to what review here indicates - just a tactic to look like reviewer's case was handled to assuage any ambivalence you may have about this sham business. read more

I am going to give them one start because I paid about 2K for laser hair removal and it didn't work. I still have to shave. Staff is very friendly. The office in Los Gatos need TLC. It is not spa like. Bad decor and very basic. read more

Worst pain of my life during a beauty procedure. one star at all because i did go through armpit laser and it was fine, this is for lip injections. They only have very beginner injectors as far as i went. Not allowed to inject until 1 year of work at laseraway, then when you ask how long they've been experienced they will usually say 1 year. aka they literally just started. all 4 separate times i went to get injections was the most painful experience, i was in pain for 4 hours (each time) nearly crying from pain after each appointment. They have never been able to fit a full mL into my lips in one go because there is too much swelling, this has never happened to me anywhere else with any other injector. I really only kept going because i bought a package very discounted and begged whoever was on the phone to get me someone experienced because i was crying in pain the last appointment and they entirely disregarded my request and stuck me with anyone. I really thought maybe the next person would be more experienced. The injectors are very inexperienced. They're new so i guess it's not their fault but they have to practice on somebody or else they can't get experienced. So fucking painful though. The BLT (numbing cream) is substantially lower in numbing %'s than other places as well. It really doesn't help. I even took 2 tylenol before my last 3 appointments, didn't do shit. I have a medium pain tolerance, i've had tattoos piercings and i can manage it, this was just horrible. On the bright side they looked pretty good after though just really traumatizing pain-wise. All of them seem to fill in the same style too read more

Follow up review including names of employees. I am extremely upset that no one is trying to take the complaints seriously. Lily (sales lead) and Debbie. The sales process felt misleading, with pricing not clearly explained upfront and additional costs introduced later. The overall approach felt aggressive and pressure-based rather than transparent. Appointments are a nightmare. The office environment was extremely uncomfortable. Staff openly gossiped about patients within earshot. I overheard body-shaming remarks being made about a patient's appearance. Shaming patients for how they looked physically was disgusting behavior as a Sales Lead. There were also explicit conversations about employees' sex lives and cheating happening at the front desk in front of clients, which is wildly inappropriate in a medical setting. I also experienced behavior that felt humiliating and discriminatory. There were comments questioning whether I could afford payment plans, and my name was mocked and mispronounced while staff giggled among themselves. Watching employees make fun of patients' ethnic names and speak negatively about clients created a hostile and unsafe atmosphere. When I attempted to escalate my concerns, I called 888-760-8186 and spoke with a representative named George. Instead of addressing my complaint, he repeatedly talked over me and ultimately hung up when I asked to speak to a supervisor. That interaction reinforced the pattern of dismissive and unprofessional behavior I experienced at the location. I attempted to file a formal complaint regarding harassment, body-shaming comments, inappropriate sexual conversations in front of patients, and discriminatory behavior. The lack of accountability is alarming including names of employees - Lily and Debbie. This location appears to have serious issues with professionalism, harassment awareness, and customer care. Staff need comprehensive training in workplace conduct, harassment prevention, and patient respect. Not only does it seem like it is this location but also the corporate that hangs up on people. Until meaningful action is taken, I will continue sharing my experience publicly on social media, tik tok, instagram, facebook so other potential clients are aware. read more

Terrible and sneaky scheduling department and front desk customer service . They moved my appointment the night before and sent a sneaky message to make it look like a a confirmation appointment and then send another text message saying there was a scheduled change. I spent 10 minutes with the front desk person trying to explain that when there is a schedule change they need to give a call to the customer and communicate communicated clearly rather than send a text message confirming the new appointment and then notifying the customer of the schedule change. We kept going in circles and it seems the screw up happened on the scheduling department end. Either way, this is not respecting the customers time and twisting their arm and to confirm confirming a change of appointment without communicating it clearly and then slipping that message in. read more

Not sure if they're short staffed & poorly managed. In the last few months constantly reschedule appointments a few hours out, and it's almost impossible to get appointments that's not a few weeks out. Pretty disappointing. read more

I don't recommend this company. They lie to get you to buy the package. They do not keep their word, even when it's in writing. My exchange was with Karen (no last name), just a phone number to text. She doesn't answer if you call. As you can see from text with Karen when we purchased the package of 8 sessions, I was quoted $2100 for underarms and Brazilian. But I got charged for $2144. Ok $44 more, no biggie. She then said any sessions needed for stubborn areas after we finish our package of 8 sessions will be COMPED. I texted and called Karen (for a month!) to let manager at Los Gatos know that we need a couple more sessions but...SILENCE, NO RESPONSE. I should've reported them to consumers affairs for false advertising. When I called Los Gatos location to speak to manager, the front desk girls won't even let me through! Won't tell me the manager's name. Nothing. You cannot get past anyone for any info. Why so secretive? The manager then texted me and tried to rectify. Just "I'm the manager", no name. I had to pay another $350 for touch up sessions, only to finish what was started and never have to deal with them again. This business is not transparent with their clients. Whatever they promise you is BS to take your money. There are so many places that do laser hair removal nowadays, go to an honest place! read more

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Second time this MONTH my appointment time was changed without contacting me first to see if the new time works. I just requested all my money back for the tattoo removal, xeomin bank and micro needling I had paid for in advance. This center does not care about the patients time, only how to fit more people in, which then results in longer waits and being behind schedule. read more

Once again we are LaserAway customers for many years. It has been a while that we have scheduling issues. We made my son laser hair removal appointment over two months ago for tomorrow April 5th at 3 pm. I always try to make his appointments with Nicole as she is amazing person. Not just her job even her personality is wonderful. I, myself have laser and facial appointments on regular basis but I won't even ask who is the nurse. But we become so sensitive in the case of my son. Bad experiences made us to request for specific nurse for him. My son had laser experience with other nurse and it was just wasted time and Jamie the Los Gatos location manager and director is totally aware of that and she gave him one extra session for what did happen in the past. Today at around 12 pm I received the message that I posted the picture. I called the store to ask for rescheduling him for another day with Nicole. The receptionist put me on hold and she never came back! I tried to call several times but they didn't answer. I went to the store and now I'm writing this review when I'm sitting in my car in front of the store at Los Gatos location. The store was empty of clients. Just one lady showed up at that moment. Also none of the receptionist were busy with phone the whole time I was there. After talking to one of them, ( not Michael) I told her why none of you are not responding the phone? I showed her my phone that how many times I called and they didn't respond. Again I fully explained the situation but she was just saying that Nicole is not working there! When I was asking which location she is working and plz schedule my son there! She was rejected my request and says she is not allowed to tell that!!!! I request to talk to Jamie! I was told she is not available until Monday. I was requesting to talk to Norma! I was told she can't help cuz she is a treatment specialist!!! While I know Norma so well for so many years and I know how helpful she is. Anyway the girl rejected any of my requests with no help or solutions. At the end, she refused to tell me her name when I was asking!!! I was very surprised?!!! I told her why you are not telling me your name???!!! She said because " I was talking to her with attitude "!!!! I'm speechless!!! I really don't know what to say.... Please check the camera to see everything. Even when I asked her why we got the message of this change at last minute?! She told me, because they just received Nicole's work schedule. How can I believe this? This appointment was made two months ago and you found out about her work schedule less than 24 hours before his appointment! And this is how you are treating a loyal customer?!!! With keeping her on phone hold for ever, not responding further phone calls from her and on the bottom line you condemned the client with having attitude when I drove all the way to come to the store to talk to someone to makes everything clear for my son's tomorrow's appointment?!!!!!! That is ridiculous! I need someone to respond to my review. Thank you read more

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Stay away from this center! I have been at many centers -- but this is the most unprofessional Laser Away in Bay Area. The women in the front desk are hard to deal with -- they are just not interested to help. In fact, they look disinterested to work. The technicians are always late to start the appointment which, in turn, disrupts the schedule for the day. One time, I had a burn in my hand from a laser treatment -- something I have not experienced in my 6 years of association with Laser Away. read more

Financing is through a predatory lender. Any permanent/long-term results claimed from this treatment constitute false advertising. If you start out with thick body hair, the hair comes back within 6 months of stopping treatment... and not much finer than before. Whatever percentage of "improvement" they promise, you will get much less improvement than that. Even my wife, with finer hair than I have, has had basically all of her hair return. The nurses and office staff are friendly and they're professional. The business/financial end is predatory, and the treatment is bogus. read more

I just called the Los Gatos location and spoke with Isabel. She was so kind most helpful. I will be booking my first appt.! Thank you Isabel! read more

I went to Laser Away for unwanted hair removal. I met Mercede patient care coordinator she was knowledgeable, kind and professional. She helped me with choosing the best options for me. My experience with this clinic has been great and I highly recommend them to everyone. read more

Loving this location and all that it offers. Did my 4th clear and brilliant today with Daria. She was yet another kind and lovely nurse. No surprise there. I think Los Gatos Laser Away does a good job with hiring and team building. Their service continues to stay above average for me, so I continue to exclusively go here (even when I have a closer laser away by my house). Norma is the best. Consultations with her are always pleasant and without any unnecessary pressures. She remains authentic and transparent throughout the process, something I appreciate. For me, I don't like it when people push sales. That's why I like Norma, because she just pushes information. She's detail oriented and answers questions clearly. She educated me on the clear and brilliant series, even offering her personal experience and results. I'm glad I was influenced to get C&B as I believe my pores and uneven skin texture has improved. Now, I'm going to try the IPL series. Tip when doing these series: go ahead and go crazy with the numbing cream. Don't be afraid to get close to your hairline. You might regret when you don't... I did, lol. read more

LaserAway - Numbing before clear and brilliant. Be generous, esp near hair lines (that's where it hurts most for me)! - Tattoo Removal Near Me - Los Gatos, California

I wanted to share my experience at Laser Away Los Gatos. (TLDR; it was really bad - they consistently messed up scheduling, the treatments weren't effective, and they oversold their services). The customer service was poor. My appointment times were frequently changed without asking if I was okay with it. I received text verification the day before, but my appointment time was different from what I made. I waited 20 minutes for the receptionist to call me back, but they told me my appointment wasn't for another 20 minutes. They didn't apologize or take responsibility for the time difference. The results of the laser treatment were also disappointing. I was told I would be a good candidate for hair removal and that I should start seeing results after the 3rd or 4th treatment. I initially paid for 8 treatments. After my 6th treatment, I hadn't seen any results and was recommended to buy a "maintenance package" (3 additional sessions) because I wasn't seeing results and that this was very common. After the 9th session, I still wasn't noticing much progress so I spoke with the manager, who offered an additional complimentary session. After I was done with the extra 3 sessions I had to buy, I went to schedule my last complimentary session, but the receptionist told me they would no longer approve the complimentary session that had been promised and that the manager who gave it to me no longer worked there. I asked to speak to a manager, but the receptionist said there is no manager currently and I'd have to go through customer service. I asked for that number, but she said she doesn't know it and has no way of finding it. I feel like I paid a lot of money for very minor results and it was not like the expectations promised. UPDATE: I have contacted the company directly by email and phone call twice. When I called by phone, they said to email and I have emailed twice with no response. read more

I can't say enough good things about my laser appointment with nurse Amy!! She was extremely kind, patient, and attentive, which meant a lot to me because I'm very sensitive to treatments. She consistently checked in, adjusted as needed, and made sure I was comfortable the entire time. Her calming presence and attention to detail made this a really positive experience. I would highly recommend her to anyone, especially if you're nervous or sensitive! read more

I'm a bit late on my review, but I am so impressed with the service. A month ago I started my laser tattoo removal journey. Not going to lie, it wasn't a pleasant feeling lol. However, Amanda was so patient and amazing while I grimaced through the discomfort. She explained every move she was making and helped me understand my aftercare. When I went for my appointment, the receptionist Michelle was super knowledgeable and helped me set up a HydraFacial package. Fast forward to a couple of weeks ago, I had my HydraFacial with Katherine. It was so relaxing and I got so many compliments on my skin after the treatment! read more

Hannah did a great job at helping me and came up with a great way to help remedy the negative service I got. I did get another plan with them and I will update on my experience. read more

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I have not attended this office location. This review is for Vanessa who oversees both the Santana Row and Los Gatos locations. Vanessa is simply awesome...she helped me get set up for some Cool Sculpting sessions which was no easy feat! Due to issues on my end the process took much longer than expected and Vanessa was patient - super helpful - and quite frankly hilarious throughout the entire process. As someone who works in the customer service field and puts their all into client relations - I really appreciate Vanessa and want to recognize her for her stellar stand out customer service skills! I was initially nervous to have a consultation but after working with Vanessa I feel much more confident in my ability to move forward with LaserAway / CoolSculpting collab. Thank you again, Vanessa! read more

If I could give zero stars, I would. I paid in full for a body laser hair removal package, and after they took my money, they kept canceling my appointments--often just one hour before my scheduled time. Each time, they refused to accommodate me or help find another spot. I repeatedly asked to speak with a manager, and the customer service representative only said they would send an 'urgent email,' but nothing ever happened. Extremely unprofessional. I do not recommend this place at all. Hard to find an appointment in general. read more

They started off great but recently they are rude and will leave you sitting in freezing rooms waiting for them. They seem to have high turnover and the workers make it pretty clear they don't want to be here taking care of clients. read more

Had my lips done last month and they were perfectly fine with the 80% I had left with one of the nurses that was on vacation unfortunately she wasn't there so it made me really sad to have other people touch my lips, but I had no choice because that was gonna expire soon I liked my lips before the other nurse touched them. She looked new. She didn't look skilled that much, and my lips look like botched, I will not go there again a very disappointing experience and that I have to wear every day.!!!! read more

Absolutely stay away! I did finance when contract signed. I paid the min amount whatever the payment site says every month. Now I learn there was something called "promo period end". After that, they add additional interest charges for all the months I already paid. I get so many messages, emails for valentine day, birtday etc that I am not interested receiving. They failed to inform me about "promo period ending" and added $900 additional amount. The automatic payment system should have calculate the min monthly payments to finish it off before this ridiculous "promo period". read more

Went to Laser way a few weeks ago and had the best experience with Isabel! She was very kind and complimented my outfit right when I walked it. I was a little worried about getting laser but she made me feel a lot better and reassured me the nurse was the best. I appreciate you Isabel and Laser Away team!! read more

I came in for my first time for laser hair removal in my underarm and brazilian areas. The phone consultation I had with Kana felt very rushed and she was speaking too quickly while going over the different options. When I went in to my first appointment today, I was greeted and helped immediately. The location in Los Gatos is very nice, clean, and easy to find. The nurse, Cindy, was very friendly and went over everything with me. I was very nervous but she was reassuring me the whole time, and took multiple breaks so I could relax for a second. The treatment was so fast, my underarms and brazilian were done in about 10 minutes total. Thanks so much and looking forward to coming back! read more

The whole staff here is amazing! Particularly Dasha Daria! She is detailed, understands what you are looking for, professional, and lovely! I adore here and would recommend her 10000% read more

I'm currently going here for my not so fun tattoo removal and I can't say enough great things about Erica! I am so happy every time I see that she is doing my tattoo removal treatment because she is SO thorough. She walks me through the entire process so I feel included and never fails to remind me of all of the post procedure aftercare. These appointments are spread so far apart that I typically forget a thing or two, so the fact that she treats me like a new patient each time is really appreciated. I unfortunately do not recall the front desk girls names, but they are always so sweet when getting me roomed and booked. The other day I completely forgot about my appointment due to a small emergency that came up. As I'm on the phone with the front desk apologizing my butt off, she was so kind and understanding of my situation. She rescheduled me immediately, waived the cancellation fee and even tried making me feel better haha. As someone who is never late to an appointment, I appreciated that so much! read more

I had a laser hair removal appointment scheduled for today at the Los Gatos location since 6 weeks ago. Yesterday at 6:14pm I received a text message saying they need to reschedule my appointment because of a "last minute nurse change". I tried to call yesterday and no one picked up (closed after 6pm). I called again today and expressed my frustration to a male about my appointment being rescheduled. Although he acknowledged a "nurse call out", he kept claiming that I was the one who cancelled my appointment and expressed no empathy/sympathy about the situation, offering an appointment tomorrow instead. Although that isn't too far out into the future, it doesn't work with my schedule at all and I specifically needed this appointment time today. I understand it is not easy to deal with upset customers but there was no apology or anything to be offered. I am still waiting for a call back to reschedule for a better time. I have gone to LaserAway since January this year (Mountain View mainly, Los Gatos once before) with no issues until now. Would hope for better customer service and better staffing because we pay a lot of money for the services so expectations are naturally higher. read more

I've been going to Laser Away Los Gatos for over a year and they are hands down the nicest ladies you'll ever meet, the service is impeccable, the amenities are spotless and it's very well run. Definitely recommend this location over the others nearby! read more

Do not waste your money and time here. Red flag 1: they sneakily up charge you for "numbing" which is actually only drugstore cream they charge $250 for allowing you to apply *yourself* in an empty room before your appointment. The nurse doesn't even do it for you. You absolutely don't need to spend the money on this, just buy numbing cream yourself and do it before. Red flag 2: the front desk person told me no way they could do 8 weeks apart it had to be 10. Well that was different than what the consultant told me on the phone. She refused and booked me at 10 weeks. I reached out and the consultant said the front desk girl was incorrect and she rescheduled me for 8 weeks out (today, Labor Day) Red flag 3: after texting me 5 times to confirm; they cancel my appointment day of with a few hours notice. I planned my holiday weekend around this appointment. I call and they say "a nurse called out". He then needs me to prompt him to look if there are any other available appointments. He asks me "where do you want to go?" I say "the closest location" and he says he "doesn't know which one is closest" so he lists of all of the locations. I say San Jose is closest to my original appointment location. He tells me there is one in SJ at 1:45... it was 1:35. I say "yeah I can't be there in 10 minutes my original appointment was 4 pm and San Jose is 30 minutes from me." He is giving a blank stare through the phone so I ask if there's anything else and he says 2:15 but no numbing. I say, "I've already paid in full for all services WITH the pricey numbing" and he says well "that's all we have". Zero help! Shouldn't need to be prompted to help a customer reschedule their appointment. The right customer service response would be to have multiple options ready before you text an appointment is canceled day of. It's also not acceptable to delay the appointment over a week out because of *YOUR* scheduling issue. Especially on a holiday weekend. Offering a Saturday morning appointment a week out is not comparable to a Monday at 4. Figure out how to prioritize and expedite people who were canceled day of by YOUR business. If this is already happening my second visit, i hate to think what the next 15 months will be. Unreliable and unprofessional. Don't be fooled by the "good" reviews, this place is shady and not even good product. You could barely see the effect of the lasers and after doing some research it seems it's very well known in tattoo removal boards that they're using weak lasers to get more money. DONT GO HERE. read more

terrible customer service, crazy payment plan. there are so many more options, why bother going to such a terrible place. Dishonest

Got a follow up phone call once but I missed it because I was in a meeting. Made attempts to speak to them again and again via email, actually made an appointment to talk, they never called. Sent in a survey result with disparaging scores - someone reached out, never heard from them again! How does this place survive with their horrible customer service? Also realizing that the techs were never asking me about progression and if they should be increasing the intensity. read more

I have had the worst experience with Laser Away. When I first called, the person on the phone got me signed up for a package. I signed up for a payment plan and ending up putting about $500 down payment and they set it up to take monthly payments from my account out during the course of my visits. After the first visit, I decided to cancel the rest of my services (I think I had about 10 sessions total that I signed up to do). When I called to cancel, I was told I had to speak to the person that signed me up and that she would give me a call back. One month later and multiple calls in to Laser Away, I still have not gotten a call back. What's worse is they have taken out two more payments since then so I've paid over $850 for one session and no one will give me a call back. I've called multiple times and now keep being told a manager will call me within the day, but still nothing from anyone. It's been extremely frustrating and I'm incredibly disappointed they treat people this way. I hope at some point to get this resolved still and if so, I will update the review. read more

I have been getting Botox for 35 years.yesterday an injector hit a vein in my eye area(where she never should have been) and it hurt! When she was done she left the room.i looked in the mirror and my vein looked like a huge worm my eye was immediately black! When I went and found her she said "oh it happens" no ice pack offer. I had to ask for one. This has never ever happened to me! I am black and green and bruised HORRIBLY! Doubt I will make my event. I made a call to get corporates number to write an email about the way I was dismissed. I have had nothing but the run around. I actually was hung up on by "corporate" at 6pm when they just returned my call! Would not give me an email! I questioned why corporate was calling at 6pm when I called at 10 am when they opened and was told there stores remain open till 8pm. I'm sorry does Nordstrom corporate stay open till 9pm!!! No! They are nothing but marketing stay away from the bootlegger injectors that laser away will hire! I was treated so awful!!! read more

I called to find out how long hydrafacial sessions are and how much a session costs. The receptionist wouldn't tell me the cost of the service without first registering me in their system. Weird as hell conversation. What business refuses to tell a client the cost of a service? She wouldn't give me the price so I hung up. Called another location and they told me hydrafacials are $299 each session and sessions are 30 minutes long. Way overpriced - local aestheticians near me charge $100 less for 45 minutes. 10/10 bad experience in every way. read more