Smooth Solutions Laser Hair Removal Complaint - Poor Customer Service

Review by gingersweet on 2008-07-05
LEWISVILLE, TEXAS -- I went to smooth solutions for a free consult, which I had an appointment for and the manager who does the consult was no where to be found and the asst manager was going to be there in 40 minutes. they asked me if I wanted to stay and wait - and by the time she told me the asst manager is 40 minutes away from being there it was already 8:30am and my appointment was at 8:00am. If they are this bad when they are trying to get your business then how will they once they're already paid and have your business. I wouldn't trust irresponsible people like this to my face and skin. If they messed up your face, it would be permanent because it's by laser and they wouldn't take any responsebility for it.

Comments:1 Replies - Latest reply on 2008-07-20
Posted by SSLHR on 2008-07-20:
If this had happened to me I would be upset. Rightly so. Though I think I would have complained to someone higher in the organization. And in this case, I wish you had done so in addition to writing this comment.

I am the owner of Smooth Solutions and I am sorry this happened to you. This is not the type of company we strive to be and sometimes we mess up. We strive to do the best we can for our clients but my team members are people and make mistakes. In this case, it was more than just a mistake. That manager is no longer with us and was let go not long after for a few other episodes just like this. I am sorry it happened to you.

This is not something that happens often, though even once is too much. Our overriding concern is to do the right thing for our clients. So for example, we are the only company in the Metroplex that doesn't lock you in to a package. If you buy a package of five treatments and after the 2nd change your mind, we give you back your money for the unused treatments. Other companies make you sign a consent saying you won't get anything back if you change your mind. But I believe that giving unused treatments back to someone is the right thing to do and forces us to earn your business every visit. We've been in business over 13 years (longer than anyone else in Dallas) and have tens of thousands of customers. Plus, between 35% and 50% of our new customers come from referrals. We messed up in your case but generally we do things right.

Now here is the problem. If you story is correct, then according to our records you can only be one person. I want to do the right thing for you but I will not violate your privacy and will not contact you. Though I would like to offer you the opportunity call back our main number and ask for our regional manager. She will be happy to discuss what happened and give you an opportunity to take another look at us. Hopefully you will appreciate what you find and realize that we are not as irresponsible as you suggest. And if you have signed up with another company, which has locked you in with payments and doesn't have our knowledge, training and experience, without the opportunity to hear why Smooth Solutions would have perhaps been a better choice, then we have failed you. And for that I am truly sorry.

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