Hi Paul, I'm following up because I never received a response to my previous text regarding my concerns with the service and overall experience at White Pearl.
Since then, I've had another cryo facial, again with a new esthetician. The facial was OK, but certainly not the level of service I've experienced in the past or expect from a $1,200+ package. During the appointment, I was actually told I needed to exfoliate more because of excessive oil, clogged pores and blackheads around my nose. I found that pretty surprising considering I've been coming to your spa every two weeks for more than a year specifically for professional facial treatments.
I also receive the cryo facial with red light therapy, which has normally included an additional 15-20 minutes under the red light lamp. This time, the timer was set and approximately five minutes later she returned and told me I needed to leave because another client was coming and they needed the room. I was honestly shocked.
Then today I received a call regarding my standing Tuesday 2:00 PM appointment and was told you are short-staffed and overbooked, so my appointment was being moved to Friday at 4:00 PM -- essentially telling me, rather than asking me, that this was when I would be seen.
At this point, I have to ask: what is going on? The constant staff changes, inconsistent treatments, skipped or shortened services, scheduling confusion and lack of follow-up have completely changed the experience I originally signed up and paid for.
I have tried to be patient and previously reached out because I genuinely wanted the opportunity for these concerns to be addressed. Unfortunately, things have continued to decline.
At this point, I will not be returning. I am requesting cancellation of my remaining package and a refund for my 3 unused facials, which at approximately $200 each represents roughly $600 in unused services.
Please confirm that my remaining appointments have been cancelled and let me know when I can expect the refund for the unused portion of my package.
I'm disappointed that it has reached this point because I was a loyal client for well over a year, but I simply cannot continue accepting this level of service and inconsistency. read more