Verified Support
May 02, 2018
Kaya Skin Clinic Customer Care's response Hi Namrata, we regret the inconvenience caused to you. Customer satisfaction is our top priority. We would request you to please message us with your contact details. We will have someone from our service quality team get in touch with you to resolve your grievance. Thank You.
May 15, 2018
Updated by Namrata O'Connell-Bhatia Dear Madhu,
In response to the below email to my complaint I would like to highlight that any delay that was caused due to reshuffling or adjusting time slot according to other clients was not mentioned to me. In fact, I had specifically asked them to check their other locations first as the Clinic manager had highlighted their busy schedule. In spite of that they were able to reschedule my appointment on the same day without any persuasion from my end. This simply should just be communicated to the client if it causes any inconvenience.
To clarify, I had not asked the manager to start the appointment immediately, but had simply asked to explain what the delay was as they had kept me uninformed for 30mins and hence their response to that was to rush me into an empty room immediately. This can not be used as an excuse for not taking the precautionary measures to ensure that the forms had been filled before the treatment or simply informing me that this might be a special case and that we shall complete the forms once the treatment has been completed. Again, no communication.
I will also highlight the issue that the Kaya therapist had left the room 'several' times in the 'Middle' of my treatment which not only caused a VERY long delay in the completion of my treatment but also led to the distraction that led to the shaving of my eyebrow. (This should be evident in the 'before and after' photos that are taken around the procedure). I was not informed at all about the delay or why the therapist needed to step out several times, this was terrifying especially that it was to ensure if there were any complications to my procedure. This communication process is a standard procedure within any service industry. Again, you can see that they have had no communication with me which left me anxious during the entire duration of the treatment.
Evidently, I was expecting to have finished my treatment sooner than 4 dreadful hours but because of the combination of all the above I was completely drained by the poorly shocking experience received by Kaya Clinic at Infinity, this which I would again like to emphasis on, had been without any appreciation or empathy for the issues that had occurred that evening from any of the staff including the manage.
As I had been there for way too long according to what I had been told by the staff prior to the treatment, I had not accurately examined my complete face before leaving the Clinic. Once I had reached home and realised the shaved eyebrow, I chose to contact Kaya Customer Care as the staff at Kaya Infinity had shown inefficiency to handle the situation with complete unprofessionalism from the manager. This directly threatens the efficiency of handling a difficult situation by your staff at the specified Clinic and the also credibility of your company. The delay of the session as you have mentioned was due to the precision applied by the Kaya Therapist, this in my opinion shouldn’t have ended up with a shaved eyebrow.
This experience that I have endured has been horrendous and discomforting I left the Clinic in tears. Before I walked out, I asked the the manager to give me the relevant contact details to make a complaint to ensure I use the right process. The manager was made aware by myself of the discomfort that the entire experience had caused me. I am concerned that I have not been treated fairly. And hence, I would like my complaint to be escalated to a manager and revisited in its full capacity to reach a fair solution.
I look forward to your response.
Regards,
Namrata O’Connell-Bhatia
