Cosmetic Boutique Australia - Roxburgh Park (209 reviews)

Comment

A hair removal session for 2 areas was finished in 5 minutes. No consultation or professional advice. It's like a factory and only wants to get people out of their way.

Comment

My rating of 8 for the environment and professional advice is only for Martina. I have had 9 sessions with her so far and she has been a really considerate, empathetic and honest person. My all other ratings of 0 is regarding an incident that occurred on 4 October 2023. See details below. I am writing to convey my profound disappointment regarding a recent incident at your establishment. Being a devoted customer, with a history of nine splendid sessions with Martina, I have consistently held your boutique in high esteem. However, on the 4th of October, 2023, an emergency situation arose at my workplace, necessitating a rescheduling of my 6:00 pm appointment. Despite being in the midst of a pressing situation, I made a conscientious effort to reach out to the clinic, specifically addressing Martina for assistance. Regrettably, my attempt at communication did not yield a response until after 6:10 pm, when another staff member contacted me. This staff member conveyed that my request was not in line with the clinic's policy requirements. It is imperative to clarify that I was seeking a rescheduling, not a cancellation. This response struck me as profoundly inconsiderate and appeared to prioritize a business-centric approach. My paramount concern centers around the absence of transparency in communication. It wasn't until the staff member contacted me after 6:00 pm that I learned Martina was unavailable that day. Had I been informed of this beforehand, I would have taken the initiative to reschedule my appointment regardless. This is particularly crucial for treatments involving my face and skin, where trust and comfort hold paramount importance. The clinic's lack of transparency in not notifying a customer of the unavailability of their primary service provider is deeply concerning. It is unjust for the clinic to assume that customers would be comfortable receiving services from an unfamiliar provider, particularly in matters as personal as those pertaining to their face and skin. I recall a similar instance in the past where a machine failure at the clinic necessitated the rescheduling of my appointment, despite my timely arrival. Martina, being my primary service provider, is familiar with the meticulous planning I undertake to accommodate all my appointments within my tightly scheduled day. Despite the disruption to my plans, I chose to be understanding and acquiesced to a rescheduled appointment. I refrained from seeking any form of compensation or penalty, as I believe in handling situations with empathy. It is crucial to recognize that a customer's time is as valuable as the clinic's. Customers should not be treated as mere puppets, moldable at the convenience of the business, without due consideration for their individual circumstances or vulnerabilities. The recent incident, unfortunately, appears to prioritize the convenience of the business over the support of the customer. This approach contradicts the level of service I have come to expect from your boutique. For a loyal customer who has consistently demonstrated promptness and consideration for the clinic's circumstances, it is disheartening and appalling to witness the clinic's behavior in this instance. It certainly reflects a short-sighted approach and compels me to reconsider future engagements with the clinic. This situation has led me to believe that the clinic does not hold its customers in high regard. In light of this, I am compelled to formally address this matter via email. I sincerely hope we can swiftly rectify this situation and continue our mutually beneficial relationship.