| Address: | First Floor, Empire Plaza B Wing, Lal Bahadur Shashtri Marg, Vikhroli West, Mumbai Suburban, Maharashtra, 400083 |
| Website: | makeo.app/skinnsi |
Dear Team,
This is in continuation to the issue that we have been reporting to Skinnsi team since 30/Oct/23. There is an open ticket #00852640 but there is no resolution,
On 24/July/23, we have purchased a package of hair removal treatment which was of 8 At-Home-Service sessions. The amount paid for this service was Rs. 36, 000. During that purchase Skinnsi sales representative Mr. Pratik Wadwa ( contact number [protected] ) confirmed to us that these treatment sessions will be arrange at our house and we had paid extra amount for the same. I am attaching the invoice as Evidence1-PurchaseInvoice.pdf.
On 31/July/23, we availed Skinnsi first session of the treatment and the same was arranged as At-Home-Service session as promised by Skinnsi team. Similarly on 13/Sept/23, we availed the second session of the treatment and again the same was arranged as At-Home-Service session as promised by Skinnsi team. I am attaching screenshot of Skinnsi website as Evidence2-ServiceProvided-WebsiteScreenshot.jpeg that shows clearly that the first 2 sessions were serviced as At-Home-Service sessions.
On 29/Oct/23 when we tried to book our third session, we realized that our At-Home-Service sessions have been converted to At-Centre-Service. There was no communication from Skinnsi team about the change in service. As per the website if we now have to avail At-Home-Service then we have to pay additional Rs. 1499 for each remaining 6 sessions. These extra charges to avail At-Home-Service were never discussed or disclosed to us by Mr. Pratik Wadwa.
On 30/Oct/23 we reached out to your contact centre and spoke to a customer care agent who told us that all At-Home-Service session have been unilaterally converted to At-Centre-Service. We explained her that we had purchased At-Home-Service session so why we had to pay extra Rs. 1499 for availing the service. After long discussion, we requested customer care agent to escalate the call to the Manager. We spoke to Mr. Vishal Walture who took note of our query and promised us to resolve the issue in 24 to 48 hours. He promised that he will send this case to the internal audit team and will call back to us with the resolution. I am attaching a recording of that conversation as Evidence3-CallWithVishal-30Oct23.mp3
on 31/Oct/23 we again spoke to Mr. Pratik Wadwa about this issue. He mentioned that due to some technical issue all At-Home-Service packages have been converted to At-Centre-Service package. He also mentioned that this system issue will get resolved in 1 to 2 days and we will be able to book our next session as per our At-Home-Service package. I am attaching a recording of that conversation as Evidence4-CallWithPratik31Oct23.mp3
Since 31/Oct/23, we have been calling up your contact center to seek remediation. We called on 6/Nov/23 and again on 8/Nov/23. We are given assurance that the issue will be resolved and that Mr. Vishal Walture will call us back with an update. Mr. Pratik Wadwa has stopped responding to our phone calls.
Today, 15/Nov when we tried reaching your contact center [protected], there was no ring or response on IVR. We have sent emails to [protected]@skinnsi.in and [protected]@skinnsi.in but the emails are not replied to.
Dear Team, it will be of great help if you can resolve this issue at the earliest so that we can avail the services that we have paid for.
Looking forward for a quick response and right resolution.
Thanks and Regards,
Nasrulla Habib Khan.
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