Pure Indulgence - Chermside Concept (2611 reviews)

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Pure indulgence is the only place I trust for my brows and has been for almost 10years now. I recommend Pure indulgence to friends, family and even my own customers when I was working in hotels. I would have spent thousands on treatments for myself plus gift vouchers for whoever I am buying for. And to be honest I will more than likely continue to recommend Pure indulgence. BUT today was my first Sunday appointment in a very long time and I was shocked at the surcharge. I am all for staff being paid a penalty rate over the weekend and encourage all businesses to do so. But 20% surcharge on a Sunday is so over the top. 5-10% sure, I’d probably pay that, but 20%!!!! Seriously? There’s a 15% surcharge on public holidays where staff penalty rates are double time and on Sundays staff rates are only time and a half. How can you justify 20% for your loyal customers just because it’s a Sunday? It’s also not fair that it’s your front line staff who have to take the heat from disgruntled customers. On this occasion the girl at the front counter was lovely enough to side with me and not charge me the extra. The reason being was because the last series I bought was before this new policy came into play. She then encouraged me to pass on my feedback. So this is what I’m doing. Your response will probably be along the lines of “just don’t book on a Sunday” and that’s fine because generally I don’t book on a Sunday. But as I’m sure you can understand life gets busy & sometimes you only have a spare hour on a Sunday. As I stated in the beginning I LOVE Pure indulgence and your staff are amazing but I hope that you reconsider the amount of your Sunday surcharge (or really the whole thing). Especially for those customers who are loyal!

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My consultant Rachel was amazing and I really enjoyed my facial. Thank you

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My low rating for question 5 is in direct response to the new 20% surcharge you have brought in for Sunday appointments. Not even restaurants charge 20% as a surcharge for public holidays trading! Considering Sunday is a normal retail trading day I find this really disappointing that you as a company are doing this (I realise this is a company decision not a local franchising decision). As a consumer it leaves you feeling a little ripped off for a service that you have always provided on Sundays. It would have been less offensive to just announce that you will no longer trade on Sundays than to overcharge your customers in this way. I will continue to use your salon as the quality of service from your therapists is exceptional but I certainly will not be booking any Sunday appointments in future.