I have been a long time customer of Medicetics (7 years). For the first 5 years I would of given it 5 stars, but over the last 18 months several things have happened that made me write this review.
1) I had botox several times at Medicetics and always asked if I needed to book a follow up appointment. I was always told "No. We can fit you in". When I needed a follow up appointment, front of house told me Dr Dondos was fully booked and could only offer me an early a.m appointment. I explained that I worked late shifts and this would leave me sleep deprived, but I was told this was my only option. I suffer with anxiety and on the day of the follow up appointment, I only got about 2 hours sleep and felt very anxious. Not good customer service.
2) I had for many years great Hydrafacials with Tabitha and Lenka at Medicetics. When Lenka left, I was offered an appointment with a new girl Angele. I asked Lucy (front of house at the time) had Angele done Hydrafacials before? I was told that she was experienced and had done hundreds at her last employment. When I was having the facial I could tell Angele was a novice and asked her had she done Hydrafacials at her last employment? She told me no and that after training I was her 8th client. This is very unprofessional. I would not book a Hydrafacial and pay full price with someone who is inexperienced and do not appreciate being lied to by front of house.
3) For 6 years I bought roughly 4 Obagi SPF50 Matte per year. Around 2 years ago Obagi changed the packaging and the silver and blue writing from the container would come off in my hands when I applied. I explained to Lauren (front of house at the time) and she said she would get back to me. I phoned around 2 weeks later and asked Lauren if she had spoken to Obagi. She shouted rudely down the phone to me that she had spoken to the Obagi rep and they "Are not going to change the packaging". She sounded put out that I had chased her about this packaging fault. Very unprofessional and rude.
4) Around 2 years ago Medicetics started a points system similar to Boots advantage card. I had saved up around £65 worth of points and was waiting until I had enough to buy a product. Then one visit I checked with front of house how many points I had and I was told that the scheme had ended and the points had gone. This is really bad customer service. If you are going to end the scheme, you should let people spend the points they have earned.
5) Front of house in the last 2 years rarely answer the phone and often do not call you back when they are supposed to.
6) I purchased an Epionce Milky lotion Cleanser just before lockdown. I had purchased many of these over the years and they normally always have 2 years left on the expiry date. When lockdown ended I returned this cleanser as it had only 11 months left on the date. Isobel (front of house) acted as if I was performing some kind of con trick saying that they rarely sell Milky Lotion Cleanser and the batch they had in for a while had 2 years on expiry. She phoned Lauren who was working from home and eventually offered me a refund. This incident was embaressing.
I feel there must be a problem at the top, as Medicetics used to be so well run and has now descended into an unpleasant experience.
There is a famous phrase by American business author Michael LeBoeuf- "Every company's greatest assets are its customers, because without customers there is no company."
Medicetics would do well to heed this. I am taking my loyal custom elsewhere. read more
