Very disappointing experience after around 10 years as a customer.
My mother attended her laser hair removal appointment and was told that a very small area had not been shaved sufficiently. As a result, the treatment could not proceed. What was particularly frustrating was the inconsistency in how the situation was handled. In the treatment room, she was g...
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Very disappointing experience after around 10 years as a customer.
My mother attended her laser hair removal appointment and was told that a very small area had not been shaved sufficiently. As a result, the treatment could not proceed. What was particularly frustrating was the inconsistency in how the situation was handled. In the treatment room, she was given the impression that there may be alternative options available, including rescheduling. However, when she reached reception and the manager became involved, she was told neither option was possible.
What makes this even harder to understand is that, despite having attended the clinic for years and paid for treatment for full face laser, there have previously been occasions where areas such as her forehead were not treated. On this occasion, however, no alternative area could be treated and no effort was made to accommodate her despite her long-standing loyalty to the clinic.
Most disappointing of all was the way she felt she was spoken to. Rather than feeling valued as a customer of many years, she left feeling embarrassed, dismissed and upset.
Everyone can make mistakes, but customer service is measured by how those situations are handled. Unfortunately, this experience fell far below the standard she had come to expect.
No attempt was made to find a reasonable resolution to the situation. A simple compromise, such as rescheduling the appointment or discussing alternative options, would have gone a long way. Instead, my mother was left feeling that her concerns were dismissed entirely. After this experience, she has little confidence in returning to the clinic despite having been a loyal customer for many years.
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