I booked a consultation with Brandon, the acne specialist in Walnut Creek, hoping for personalized…read morecare and guidance for my acne. Unfortunately, my experience fell far below expectations, especially considering the premium prices and boutique luxury experience this business promotes.
During my $180 consultation, I felt rushed when trying to explain my acne history, concerns, and the challenges I've overcome over the years. Instead of focusing on understanding my skin and needs, much of the conversation shifted toward Brandon's career history and professional ambitions. I was there as a paying client seeking help, not to spend my consultation listening to someone talk about their career.
I was also taken aback when Brandon commented that $180 for a consultation and $120 for follow-up facials were not much money. That may be his perspective, but it came across as dismissive. When I'm paying those prices, I expect quality service, genuine attentiveness, and an experience that justifies the cost. Instead, my facial appointments often felt rushed, as though the priority was fitting in the next appointment rather than giving my skin proper attention.
The treatment space was another disappointment. It was a small suite with people coming in and out to drop off mail or deliveries, which made the experience feel less private and professional than I expected from a business advertising a boutique luxury service.
My biggest concern, however, was the lack of communication and follow-up when I experienced a painful skin reaction.
I followed the prescribed skincare routine for two weeks. At my next facial, Brandon explained that my routine would be changing. When I offered to write down the instructions, he told me not to worry because he would print them out for me. However, I was allowed to leave without the updated routine.
I attempted to contact the business to obtain the instructions for the skincare products I had purchased, but I could not get the information I needed. I ended up returning to my original routine, after which my skin developed a severe reaction. I experienced a pins-and-needles sensation, significant redness and irritation, and extreme dryness, ultimately forcing me to stop using all the products.
I reached back out to Brandon to explain what was happening and ask whether I could come in for help, but I did not receive the follow-up I needed. Being unable to obtain clear instructions or timely assistance when experiencing a painful skin concern was incredibly frustrating. The lack of an accessible phone contact and reliance on email only made the process more difficult.
I understand that skincare results take time and that reactions can happen. My issue is not simply that my skin reacted; it is that I was left without the updated instructions I had been promised and without adequate support when I raised concerns.
For these prices, I expected professionalism, accountability, clear communication, and genuine care. Instead, I felt rushed during appointments and unsupported when I needed assistance. I have had far better experiences elsewhere, including in Oakland, where I've found providers who deliver a higher standard of service.
I would not recommend this business based on my experience. The premium pricing does not match the quality of care, communication, privacy, or follow-up I received. A luxury price tag means very little when the actual client experience falls so far short of expectations. This business needs significant improvement in how it treats and supports its paying clients.
