I would first like to thank Dr. Lama for her professionalism, skill, and excellent work. I started coming to this clinic in May and have had several aesthetic procedures with her, all of which produced great results. She is knowledgeable, gentle, and I have always been very happy with the treatments she performed.
Unfortunately, despite my positive experien...
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I would first like to thank Dr. Lama for her professionalism, skill, and excellent work. I started coming to this clinic in May and have had several aesthetic procedures with her, all of which produced great results. She is knowledgeable, gentle, and I have always been very happy with the treatments she performed.
Unfortunately, despite my positive experience with Dr. Lama, I will no longer be returning to this clinic because of the unprofessionalism of the reception staff and the assisting nurse.
During my appointment, the nurse provided me with promotional prices for two different treatments while we were in the treatment room. However, when I went to reception to pay, she denied ever giving me one of those prices. I found this very surprising because she had clearly discussed and quoted both treatment prices with me. If necessary, this can easily be verified through the clinic’s CCTV footage. It was disappointing to be told something in the treatment room and then have it denied moments later at reception.
I also asked whether, instead of purchasing individual Groupon vouchers for each treatment, they could simply honour the promotional prices directly at reception, as had been done during my previous visits, which also makes it more simple. I have been attending the clinic approximately every two weeks since May, and this had never been an issue before. This time, however, I was told that management no longer allows this, despite it having been accommodated previously.
What disappointed me the most was the attitude of the receptionist. She appears unfriendly, never smiles, and was generally unwelcoming and unhelpful. When I raised my concerns, she responded by raising her voice and shouting at me. She then went into the staff room, leaving the door slightly open, where I could hear her speaking negatively me before coming back out and saying, “They are all the same.” This was extremely unprofessional and made me feel very uncomfortable as a paying client. Whether discussing me or other staff members this comment is very concerning. The receptionist is the first person clients encounter, and unfortunately this interaction has completely changed my opinion of the clinic and I will not return.
There were also concerns regarding the assisting nurse. On one previous visit, numbing cream was applied before my makeup had been properly removed. During my most recent procedure, she was also very loud shuffling instruments etc. throughout the treatment, which made the procedures unnecessarily unpleasant.
It is unfortunate because Dr. Lama’s work is genuinely excellent. However, the customer service and professionalism of the supporting staff is not acceptable. I no longer feel comfortable attending this clinic. I sincerely hope management addresses these issues, as they are damaging the experience of what could otherwise be an outstanding clinic.
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