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The Soho Laser Clinic

Visited Mar 2013

If you want to be treated as a money making machine and short changed for treatment you should use this salon!!! I would recommend staying away from the salon.

Customer service at the salon and value for money has gone downhill since I started treatments at the salon. While the therapists are friendly enough the service has gone downhill. I have been kept waiting at the door on several occasions for at least 10 minutes or more in the pouring rain before a therapist has appeared to answer the door. This has meant my treatment has started late and when I complained about this I was told that there was nothing that they could be done about this as they don't have reception staff. This has also happened when the salon has called me up to ask if I can be flexible and come in earlier for treatment which I have always tried to accommodate. However on the one occasion I called to say I would be a little late (15minutes) due to train problems, the response I got was my treatment time would be reduced as they had a follow on appointment and could not be late for that. This is both surprising and hypocritical given on a number of occasions I have been kept waiting because of other appointments over running yet when it came to my treatment they were quick to use this as an excuse.

I did complain and the therapist said she would check with Andy (the manager) to find out if I could come back in to make up the missed time. I made clear that I had paid a significant amount of money for the laser course of treatments and have never messed the salon around and am always on time for my treatments previously as well as having been kept waiting for my own appointments. I also pointed out that on a number of occasions they have finished my treatments well ahead of my allocated time and I was only asking for a 15 minutes to finish off the untreated part. I got a call a week later saying that the manager was unwilling to offer an alternative slot and as I had been late it was my own fault for losing the full treatment. I can appreciate this attitude if I was a serial offender or had been inflexible with the salon and they had taken this approach but as this definitely wasn’t the case. It feels the attitude is just about making money and taking what they can from customer rather than building up customer loyalty through flexibility and good customer service.

To make matters worse having paid for my 'full body' treatment I was told I had to choose/prioritise which area I wants done as full body means whatever can be done in the 2 hours treatment. I have been having the same treatment for all my sessions yet depending on the therapist they would start complaining about what I wanted to get done, although I know the areas I have asked for can be done well within the time having had the treatment with other therapists at the salon!

It never used to be like this at the salon and things definitely gone downhill last few months. Therefore I would recommend avoiding the salon for treatment because good customer service makes all the difference!

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