I visited on 1-7-2022, and it wasn't until today when I felt a little sick that I remembered how horrible of an experience I had here. I had to dig up my receipt to make sure I was remembering the right place, as I'm not familiar with the various IV places in town. Sure enough, my memory was correct. Restore Hyper Wellness at Easton will never get another dime from me or anyone I can let know about their service, or lack thereof.
I would like to start by saying the receptionist working that day was TREMENDOUS. According to my receipt, his name was Robby Sorey. He was the only person there with any sort of customer service skills. I was a new customer, so there was a lengthy onboarding process... no worries. After filling out all my paperwork and completing a video chat with a nurse, I was ready to start my IV session.
There was only one customer in the drip area at the time, and they were finishing up as I waited. I assumed the lady administering the sessions would have to clean up and prepare for me to come back, so I waited.... and waited... and waited. Other customers came in who were seemingly regulars, as they didn't require any onboarding. They were getting various services besides the IV treatments, so they were escorted to their appropriate areas in a timely fashion. As 20 minutes became half an hour, I asked to be shown the restroom. Robby showed me the way, and I came back to the lobby less than 5 minutes later. It's at that point I saw the woman I'd been waiting on escorting other clients back who had come in while I was in the restroom.
Fair enough, I wasn't there at the moment, so I sat back down and waited. I'm annoyed, but I'm a very reasonable person, so I just sat and waited. At this point, even Robby was curious as to why I hadn't been seen. So he took me to the drip area himself and was kind enough to offer me some water. I could tell it was his way of saying sorry for this long wait. I appreciated that gesture. He went over to ask the lady if she was ready for me, and she nonchalantly told him, "Give me a minute," as if it hadn't already been 45 some odd minutes at this point.
She finally came over about 5 minutes later and barely said anything to me. It takes a lot for me to vocalize my displeasure, so even after all of this, I was still attempting to give pleasantries. She barely looked at me and half-heartedly murmured responses to my questions about potential add-ons and such. Very cold and unwelcoming customer service on display. However, I'm not the type that feels the need to force people giving me a service to kiss up to me. I understand people have stuff going on in their own lives and this is just a job for her. So I figured she just had an off-putting personality.
She got my IV going and walked away to sit in her side office. Another customer came in, who must've also been a regular, as he was able to come straight back and be seen. This is the part that makes the entire ordeal so egregious...
I absolutely hate "playing the race card," but I can't help but feel a way when I was the only POC in the entire establishment. I keep referring to the woman in question as "the lady" because I'm not sure if she's a nurse or what her official position would be. And she didn't introduce herself before ADMINISTERING AN IV, as you would think someone doing such would, but I digress. So, the lady greeted the new customer with an entirely different demeanor than I was greeted with.
They were very chatty with one another. Your usual "How was your weekend? What are you getting this time? Are we adding on a Vitamin C this time around?" She was warm and welcoming and even offered him the remote to the TV. I can't help but to bring race into it, as that was the literal only difference between myself and the other customer. The glaring difference in service was too much to just gloss over.
Once my session was over, she came and unhooked me and dismissed me. No sort of "Come back next time," "Here's a pamphlet for add-ons next time," "Sorry about that wait, next time it won't take as long since you're in the system," "You might feel a, b, c but if you feel x, y, z, visit an urgent care." There was none of that. She just unhooked me and sent me on my way.
I wish I could remember her name, but she was the only person administering IVs on the afternoon of 1-7-2022. If I was a weaker-minded person, she would've really made me feel like trash. Instead, I understand it's just a her issue and she just ruined a potential repeat customer for your business.
A huge thank you to Robby Sorey for making me feel welcome. His unspoken kind gestures went a long way to make up for the absolute daft behavior from the IV therapist. If her mission was to covertly discourage POC from coming there, congratulations on succeeding. I'll be letting everyone I know to go elsewhere so we won't have to burden her with our mere existence.
Even if race wasn't a factor, her dreadful customer service alone is enough. read more
