I purchased a package of three RF microneedling treatments with mesotherapy after it was recommended to me by the doctor during my initial appointments. The offer was buy two, get one free, so I decided to go ahead with the package.
I completed my first two sessions without issue. However, when it came time to book my third appointment, I was told that the...
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I purchased a package of three RF microneedling treatments with mesotherapy after it was recommended to me by the doctor during my initial appointments. The offer was buy two, get one free, so I decided to go ahead with the package.
I completed my first two sessions without issue. However, when it came time to book my third appointment, I was told that the doctor was not available. It later transpired that she had actually left the clinic, but this was not disclosed at the time. As a result, there was a very large gap between my second and third treatments. RF microneedling is most effective when sessions are spaced approximately 4–6 weeks apart (at most 8 weeks), so this delay significantly impacted the effectiveness of the treatment.
After being told they did not currently have a doctor, I was repeatedly asked to wait while they arranged a replacement. Eventually, I was given an appointment. I attended the clinic only to find that my appointment had effectively been cancelled without any prior notification. The receptionist was very polite and apologetic, and I requested that a manager contact me. No one followed up.
I later contacted customer service to explain what had happened. They called to apologise and said there had been an issue with their booking system. I was also told they would look into offering an additional service as compensation for the long delay and cancellation.
When I finally had my appointment with the new doctor, she and her nurse were excellent,professional, kind, and clearly very competent. However, during the appointment I was informed that there was no record of me having mesotherapy included in my treatment. I went to reception to clarify and was told that the previous doctor had not left any record of it. Given everything that had already gone wrong, I felt it would have been reasonable to give me the benefit of the doubt, but instead I was told I would need to proceed without mesotherapy.
Afterwards, I messaged the clinic again to explain the situation. Their response was that I could come back on Sunday to receive the mesotherapy. However, I do not live nearby and was not prepared to make another journey for a service that should have been provided during my scheduled appointment. I also reminded them that I had previously been told I would receive some form of additional service as compensation, but this was ignored. I was simply told again to come on Sunday.
At that point, I declined. After multiple cancellations, long delays, missing records, and poor communication, it is difficult to have confidence that further appointments would run smoothly.
While the previous and new doctor as well as their nurses were excellent, the clinic’s organisation, record-keeping, and customer service were extremely disappointing. For that reason, I am giving one star.
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