I have been a patient at this clinic before, and I previously had my Hollywood Smile done by Dr. Abdul Rahman. I was extremely happy with the results, and to this day, I think he did an amazing job. He is professional, patient, skilled, and one of the reasons I returned to the clinic.
Unfortunately, my recent experience was very very disappointing.
I had re...
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I have been a patient at this clinic before, and I previously had my Hollywood Smile done by Dr. Abdul Rahman. I was extremely happy with the results, and to this day, I think he did an amazing job. He is professional, patient, skilled, and one of the reasons I returned to the clinic.
Unfortunately, my recent experience was very very disappointing.
I had received a voucher for either Botox or fillers because I had my smile. Before booking my appointment, I specifically called the clinic to confirm that I could use the voucher for underarm Botox. The staff confirmed that I could, so I planned my visit around that treatment and drove all the way to barsha.
Because I was traveling the next day, I also booked several additional services during the same visit, including laser, SoftLight, and other treatments, so I could get everything done in one appointment.
What made the experience even more frustrating was that no one informed me of the issue when I arrived. I completed all of my other appointments first, including my laser session, and only after everything was finished and I was sitting in the doctor’s room did the manager come in to tell me that I could not use the voucher for underarm Botox due to a “misunderstanding.” Had they informed me upon arrival, or simply called me before I came, I could have decided whether I still wanted to proceed with the rest of my appointments. Which would be ok.
The manager then offered me a “discount,” saying the treatment would cost AED 2,500 and she could reduce it to AED 1,500 because the voucher only covered a different brand. This was the first time anyone mentioned that the complimentary treatment was limited to a specific brand. Had this been explained clearly from the beginning, I could have made an informed decision.
What I found even more unprofessional was the way the situation was handled. Instead of taking responsibility, the manager repeatedly mentioned that the difference would come out of the employee’s salary or even from her own pocket, and as if she is throwing the staff under the bus..! I felt this was an inappropriate way to handle a customer complaint and placed unnecessary pressure on me. Internal staffing issues should never be used to influence a customer’s decision.
Since I was traveling the next day and had already driven a long distance, I felt I had little choice but to proceed, despite not being happy with the situation.
The doctor herself was kind and professional, and I have no complaints about her care. My issue is entirely with the way the complaint was managed. A manager’s role is to resolve problems, take ownership, and ensure the customer leaves satisfied. Unfortunately, that did not happen.
I hope the clinic improves its communication and customer service because the medical team and staff deserves better representation.
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