Kaya Skin Clinic — Service not provided nor is the refund

Address:	New Delhi, Delhi, 110014
Website:	www.kaya.in

I took a Q-Switch laser + Chemical peel package on August 14, 2016 from Kaya Lajpat Nagar.No appointment was scheduled for my service and Kaya is not even processing the refund. They just keep dodging my calls. It has been 6 months now. Here is a detailed information on the conversations I have had with Kaya since then.

1. No appointment was booked for next 2 months despite repeated calls and request for appointment. Later on I was informed that Rashmi, clinic manager was out due to some personal issues and she wasn't able to notify me that their Q-Switch laser machine hasn't been working.

My concern is Rashmi was the one who convinced me to take the package and after 2 months of no appointment I was informed that machine isn't working? Are your employees trained only to extract money out of clients and not provide service?

2. I requested Rashmi for a refund somewhere in mid October. We agreed to have a face to face meeting to discuss the same. In F2F meeting, she requested me not to raise a refund request officially and that she would transfer my package to someone else and return my money in cash by November 10th.

3. Rashmi told me in Mid November that she is transferring my package to someone else and she will deposit the cash in my bank account. This also did not happen. I kept on following up with her for next couple of days to which she responds some days later that due to demonitization she will not be able to process the refund for next couple of weeks. Later she informed me that she has placed refund request but due to demonetisation Kaya is not processing refunds and will start processing refunds after 24th November, 2016. She also asked me to state the reason for refund of the package as "Moving out of country" and not say that I did not get the appointment.

4. I tried calling her a couple of times later but there was no reply from her. On Dec 12th, 2016 she replies saying that she is on a week off. I tried following up again after a week but there was no reply from her end.

5. I called up Kaya helpline number seeking for help. I was assured that I will get a call from a Senior Executive. I did get a call from someone at Kaya but after listening to my case I was informed that someone from the head team would contact me back. Again no call came.

6. 4 days later I again called up Kaya helpline for connecting me to someone from Senior team. After couple of follow ups, I got a call from SQ team.

7. I told my case to SQ team. I was assured that I would get a call back the next day after the team has talked to Rashmi, the clinic manager. Again no calls followed.

8. Again after a week I made a follow up call to SQ team for the status of my refund. I was again assured that I would get a call back from the person who was co-ordinating with me. Again no calls followed.

9. Meanwhile I got a message from Rashmi saying that she would share the refund grid with the next day. I followed up with her 2 days later asking for the grid to which I was informed that SQ team is now handling my case and that I should write an email to SQ team for the updates.

I have been trying to get in touch with SQ team since then but they keep dodging my calls and are not processing my refund.