Don't step inside!…read more
My experience with Novuskin has been extremely disappointing. Although approximately two-thirds of the estheticians, along with Erika, Makayla, the nurses, Genicey, and Jenna, have been skilled, kind, and professional, my interactions with some hostesses, billing and sales staff, management, and other estheticians have left me feeling that customer satisfaction is not a priority.
Do not purchase a promotional 90-minute facial through Groupon, Facebook, Instagram, or another platform. In my experience, the advertised facial provided about 20 minutes of treatment followed by a lengthy sales presentation.
Before visiting, I expected to purchase a membership and ultimately chose the most expensive option. As a disabled military wife living with chronic pain after more than 50 surgeries and years of putting my family first, I viewed it as something positive to do for myself. Unfortunately, problems began almost immediately.
The membership and scheduling
Novuskin strongly encourages customers to pay the full annual membership balance upfront. Financing can add thousands in charges, and month-to-month payment is unavailable unless a contract has been completed and no new one has been entered.
Important treatment limitations were not explained before purchase. At my first appointments, I learned that dermaplaning required waiting several weeks before a facial procedure. I was also told that Venus Freeze results required treating the same area for an entire year, despite having specifically asked about the expected timeline.
Scheduling is another major issue. Advanced treatments may require 4-6 weeks' notice, while Botox and filler can be 6-8 weeks out. As a Diamond member, weekly wellness shots were a major selling point, especially because I live about an hour away, but Novuskin often cannot coordinate them with my other services. I have paid for shots I struggle to use and have sometimes arrived only to learn that the nurse was unavailable.
Treatments I cannot use
After 10 months, I have received only four body treatments and three facial treatments despite paying for 10 of each. I schedule months ahead, but family obligations, emergencies, or severe pain can make the two-hour round trip impossible. Even when I request a change two weeks in advance, I am often told there is no availability until my next monthly appointment.
I understand that medical requirements may limit treatment frequency, but customers need a reasonable way to pause memberships and use services already paid for. I was told that pausing would only delay billing and that I would be charged for the paused months upon reactivation. I ultimately had to become confrontational before the billing manager agreed not to charge me during the pause.
I am paying approximately $600 per month in advance for services I struggle to schedule and use, yet management has shown little concern.
Skincare and customer service
I purchased several expensive skincare products after discussing my needs with Nina. They smelled pleasant, but I felt less expensive products I already owned performed better. When I returned four barely used products, I was told Novuskin has a no-return policy under any circumstances. After repeated requests, they allowed me to exchange one product to which I was allergic and offered two complimentary service upgrades--services I already struggled to schedule.
One collagen gel caused increasing redness and inflammation when used with red-light therapy as instructed. After reviewing the ingredients and stopping that product line, my skin improved within days.
During the discussion about my concerns, managers moved me to a back room. Although I understand the desire for privacy, I did not feel heard or that they were genuinely seeking a solution.
My overall experience
Nearly every visit has brought another problem. I spent thousands hoping to care for myself after years of pain and hardship, but I have repeatedly felt that my concerns were minimized and that management was unwilling to provide reasonable solutions. As a Diamond VIP member, I have often felt more like an inconvenience than a valued customer.
Before committing, carefully review the membership terms, treatment availability, cancellation and pause policies, and skincare return policy. Do not purchase expensive products without researching the ingredients and return policy. I hope Novuskin improves its communication, scheduling flexibility, customer service, and membership policies. There are talented, compassionate people working there, but those positive experiences have been overshadowed by the management and membership structure.
Based on my experience, I would not purchase another membership.
