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Worst Experience Ever
I'll begin by saying that this was the worst customer service experience I've ever had in my entire life. If I could give 0 stars I would.
I had purchased a Groupon deal for laser hair removal in September & went for my first treatment. I am half black, half white & I'm a 4 on the fitzpatrick scale; meaning I need specific lasers but I didn't know this prior (any trained tech is supposed to know this). The tech (initial "M") was kind and continuously asked if I was fine when I was having my treatment. It hurt a A LOT. I had laser treatments before but assumed the amount of pain was normal because the machine looked older.
The next day I burned and the day after I went back to Ideal body to let them know ask how I should take care of them. The head tech, Julia, asked M if everything was done correctly (lowest temp, gel applied, etc.) and M and I told her that she took all necessary steps. So I went back on October 31 for my second appointment, this time with Julia. This woman brings me to THE EXACT SAME MACHINE that burned me!? She said "I wouldn't burn with her". I told Julia, and she should already know this, that it wasn't M's fault, but that the machine is too strong for my skin type. After doing research before my appointment, I told her that the best laser for dark skin is a Diode or YAG (this is FACT). Julia insists I try the laser again 'because I burned due to the last tech', but Julia KNEW "M" did everything she was supposed to. M was a great tech and I was disappointment that Julia was snakey enough to try to blame her colleague but also stupid enough to blame a colleague after all three of us confirmed together that it wasn't M's fault, but the machine?
I'm getting upset and Julia finally brings me to the owner, Veronika, who is sitting in the lobby in a chair. I ask her if we could speak in a more private setting as I'm about to bring up the burns (and didn't want to scare any customers in the lobby) and she said she does not want to move because she is comfortable. Okay. So I proceed to explain how I need a different machine than the one that burned me, or a refund and Veronika said it would cost me $400 MORE to use the YAG. I decline as the Groupon already cost me $310 and I was not ready to pour any more money into a business who seemingly does not care about their clients.
I obviously decline and request a refund and Veronika denies my request. I tell her that Groupon will issue a refund if the salon deems that I'm not a suitable candidate and since I burned from the treatment, I'm pretty sure I would not be considered a suitable candidate.
Guys, I'm really standing in this hallway having to explain to a grown woman how burns are painful, I'm scarred from their machine and I'm not continuing with my treatments. The owner asks me to come into the hallway to show her my burns, I do so and she ACTUALLY ASKS "how do we know those were because of us?". I'm now livid and say "check your file" and instead of doing so, Veronika turns to Julia and says "did you see any burns?" If Julia lied at this point I was going to be suing lol. Julia tells the truth and admits that I had burned and come in after but that "the burning is normal." Well, let me tell you, BURNING IS NOT NORMAL FOR LASER AND ANY TECH WHO THINKS SO SHOULDN'T BE WORKING AS A TECH.
Defeated, Veronika says I can get into contact with Groupon. As I'm leaving the salon, all three of the young receptionists are whispering as they look at my file together (extremely unprofessional). Still, at least SOMEBODY finally checked my file.
I filed a complaint with Groupon and they refunded me but I never went into the salon to refund my taxes ($40+) they can keep it, they obviously need it after the hassle they gave me over a refund.
Just check how Ideal Body handles the negative reviews, instead of trying to remediate the customer, they blame the customer.
If you decide to do business at ideal Body, best of luck to you.
The next day I burned and the day after I went back to Ideal body to let them know ask how I should take care of them. The head tech, Julia, asked M if everything was done correctly (lowest temp, gel applied, etc.) and M and I told her that she took all necessary steps. So I went back on October 31 for my second appointment, this time with Julia. This woman brings me to THE EXACT SAME MACHINE that burned me!? She said "I wouldn't burn with her". I told Julia, and she should already know this, that it wasn't M's fault, but that the machine is too strong for my skin type. After doing research before my appointment, I told her that the best laser for dark skin is a Diode or YAG (this is FACT). Julia insists I try the laser again 'because I burned due to the last tech', but Julia KNEW "M" did everything she was supposed to. M was a great tech and I was disappointment that Julia was snakey enough to try to blame her colleague but also stupid enough to blame a colleague after all three of us confirmed together that it wasn't M's fault, but the machine?
I'm getting upset and Julia finally brings me to the owner, Veronika, who is sitting in the lobby in a chair. I ask her if we could speak in a more private setting as I'm about to bring up the burns (and didn't want to scare any customers in the lobby) and she said she does not want to move because she is comfortable. Okay. So I proceed to explain how I need a different machine than the one that burned me, or a refund and Veronika said it would cost me $400 MORE to use the YAG. I decline as the Groupon already cost me $310 and I was not ready to pour any more money into a business who seemingly does not care about their clients.
I obviously decline and request a refund and Veronika denies my request. I tell her that Groupon will issue a refund if the salon deems that I'm not a suitable candidate and since I burned from the treatment, I'm pretty sure I would not be considered a suitable candidate.
Guys, I'm really standing in this hallway having to explain to a grown woman how burns are painful, I'm scarred from their machine and I'm not continuing with my treatments. The owner asks me to come into the hallway to show her my burns, I do so and she ACTUALLY ASKS "how do we know those were because of us?". I'm now livid and say "check your file" and instead of doing so, Veronika turns to Julia and says "did you see any burns?" If Julia lied at this point I was going to be suing lol. Julia tells the truth and admits that I had burned and come in after but that "the burning is normal." Well, let me tell you, BURNING IS NOT NORMAL FOR LASER AND ANY TECH WHO THINKS SO SHOULDN'T BE WORKING AS A TECH.
Defeated, Veronika says I can get into contact with Groupon. As I'm leaving the salon, all three of the young receptionists are whispering as they look at my file together (extremely unprofessional). Still, at least SOMEBODY finally checked my file.
I filed a complaint with Groupon and they refunded me but I never went into the salon to refund my taxes ($40+) they can keep it, they obviously need it after the hassle they gave me over a refund.
Just check how Ideal Body handles the negative reviews, instead of trying to remediate the customer, they blame the customer.
If you decide to do business at ideal Body, best of luck to you.
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