| Address: | borivali, Mumbai City, Maharashtra, 400068 |
Hello,
I would like to share the quite bitter experience which we least expected from a highly professional establishment like Kaya.
I am sure you want to give your customers an experience wherein they not only get treated but they feel relaxed and, but for me the first visit & treatment ended into a bad experience.
Background:
I went to pick up my spouse, who is your customer for over 4-5 years and has regularly taken your packages, although she had a bad experience in the past still she recommended me to try your treatment.
I was skeptical in the beginning however, after learning about some interesting offers decided to take a chance. It was my first experience to take packages for facial & laser treatment.
I had a lot of expectation knowing Kaya as an established brand who believes in customer experience, until it was shattered during the start of the treatment.
Unpleasant & unexpected experience from Kaya: (2nd time)
1 I met your manager (Mitali) who explained to me the cost of package for facial (includes Q switch) and I paid approx. Rs 10k. later she pitched for laser treatment (hair removal) for 2 body part she quoted Rs 20, 150/- and started explaining about the procedures. At no given time did she ever mention that the laser treatment for chest didn’t include abdomen. We asked all relevant questions and got complete information. We clarified that the chest hair removal is for complete body till navel (abdomen). We understood that as 1 body part. It was utter surprise when I came for treatment that only the chest area was marked and hair removed leaving the abdomen area as it is with hair. It was an Easter Sunday and we wasted more than an hour addressing the issue. Your manager denied that she had failed to communicate and therefore I had to call Karishma to confirm as she was present to during the explanation. She too was proved wrong when she tried to confirm about the misinformation, Is this how you trust your loyal customers?
2 Another example of miscommunication and unprofessional behavior was when after the explanation was done (prior to treatment) and when we were about to make payment, the same manager increased the amount from 20, 150/- to Rs 23, 900/-.When asked why sudden increase she said that she quoted wrong price. We agreed for a treatment basis a price and while billing if you find price increase, I believe the deal is not the same. We silently accepted without creating any issue in front of other customers and were quite understanding. Now I realize that the issue of miscommunication or not being clear is normal at your Kaya clinic at Borivali. On another occasion, when my spouse had asked for using rewards to be used for paying the package, Mitali forgot and charged for full amount. To use the rewards points, she had to pay 300 extra to buy a product. Which means more money being paid while you enjoy the product margins on the sold product. She apologized but doesn’t leave a good taste. Doesn’t this clearly state that there is an issue with customer communication and service.
3- There was not a bit of professionalism in terms of apologizing or acknowledging, forget taking responsibility or ownership. The manager kept on arguing and wasting an hour and denying her act. She said max she can now consider abdomen at additional cost of Rs 13k? Isn’t this ridiculous?
As a customer why should we always pay for your misdeeds. VLCC had a corporate offer for us at 35k full body and now because of your goof-up I have to shell out Rs 24K + 13K ( Rs 37K) just for 2 body parts (ears & chest/abdomen). She later pitched for credit note which is not desirable for us. We have already taken package worth 50k, why do we block our hard earned money? Why is Kaya not customer centric ? or is it that you only show customer sensitivity when we open up and try to get fair justice on social media or consumer forums. We have been quiet all this while but now we want Kaya to take a call. We asked to speak to someone higher, which we never got details for.
It looks like that this is all a ploy to get more and more money from the customer. Even though we had a package with services left, we bought another package worth RS. 20, 000. Then I bought for approx.. 10, 000. Therefore, initially paying 23 for laser, and now since it is useless to get half body lasered, need to pay another 23k. if we were explained the full body package for 50k, we may have opted for that. Having more than 50k with your center, is not a small amount for service class.
Our fair and genuine expectation:
1 Either you compensate and consider the treatment for what the manager failed to clarify i.e. reconsider the treatment for chest and abdomen (till navel) for whatever we have already paid. (* I am not asking full body laser as compensation for you to find it so difficult to compensate for your folly).
OR
2- Refund the money for laser treatment. (*the other treatments we will still continue)
I want to see some customer centric approach addressing our expectations because we believe that Kaya values are being fair and retaining its customers.
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