Y D rated SEV Laser 3 stars
a month ago
I had laser treatments with this company approximately six years ago and recently decided to return, paying full price for multiple services. I’m a loyal, paying customer and have also referred others based on my previous positive experiences.
The technicians themselves are exceptional—skilled, professional, and consistently provide high-quality service. They are truly the reason I came back.
That said, the front desk experience has been disappointing and has noticeably declined over time. Over the past year, I’ve interacted with several different reception staff, and the service has become increasingly impersonal and rigid. The only reason I’m taking the time to leave this feedback is because this isn’t the first—or even second—time I’ve had this kind of experience. It’s starting to feel like I’m being profiled or treated with a lack of consideration, especially when the issues have been fairly routine: for example, something as simple as the iPad not functioning properly during check-in.
Most recently, I arrived for an appointment and had to wait behind two other clients at the front desk. Even so, by the time I was able to check in, I was less than 10 minutes late. Despite this, I received a text message five minutes after my scheduled appointment time stating:
“SEV: Due to lateness we can only complete one service due to the tech being booked out.”
This felt dismissive and contradictory. Rather than trying to work with me or even acknowledging what I was saying, the staff simply repeated that nothing could be done. I find this frustrating, especially when I the lateness was less than 10 min.
For a business that charges premium prices, I would expect better customer service—particularly at the front desk. Investing in basic customer care training and a more empathetic approach could significantly improve the overall experience.
