Richfeel Trichology Centre — Complaint against deficiencies of service, unfair trade practices and cheating

Address:

Mumbai

I am a practicing advocate and an athlete who has represented team India at international platform. I presently stay near Regal Cinema Colaba. Due to my demanding profession of advocacy and trying to keep up with my sport life which requires regular training and fitness drills, I always have a busy schedule juggling between different spheres of life.

Having a good amount of hair growth that needs to be shaved in couple of days or waxed in every 15-20 days, which causes me grave inconvenience, and therefore considering my lifestyle I opted to undergo laser hair removal treatment. I decided to first start with my underarms. When I started enquiring around, Richfeel’s Colaba Centre was only five mins walk from my place, hence I walked down for further enquiry in the second week of February 2021, where I meet Dr. Meeraj and on availing pre-requite consultation he told me that I have a lot of ingrowths on my hand and legs and that I should I opt for full body package, he said that he shall offer me a good discount on the entire package. I made sure to inform the doctor that I have a very busy schedule and I wasn’t sure if I could time for a full body laser and hence I have opted a clinic very close to my place. Furthermore, on making necessary enquiry, I was informed that I cannot workout for couple of days post a laser session and that I have to undergo a session at the end of 30 days from the last session for effective results, to which I informed him that I cannot miss workouts and drills and it is very necessary for me to maintain my fitness. On that, Dr Meeraj, lured me into a full body package by giving me assurances of effective result and efficient services and that the clinic shall extend every necessary co-operation and shall put my appointments on priority.
After the consultation, on 14/02/2021, Ms. Anjum, the technician at Colaba Richfeel approached me with an offer of Rs.35, 000/- for full body ice cube technology if I offered to pay by cash, to which I agreed as I didn’t want to waste any dfurther time. For few days Ms. Anjum kept following up with me desperately to make 50% payment of amount, so much so she offered to send her person to collect the cash from me and that she has already generated the invoice (without my confirmation). However, I agreed to visit the clinic and deposit the cash money by myself and avail a receipt. On 18/02/2021, I visited the clinic and met Ms. Anjum and once again told her that considering busy and juggling schedule and that I have opted Richfeel Colaba only because it is close to my place. Once again, Ms. Anjum assured me that the clinic will extend necessary co-operation and shall render quick services. Basis the assurances and promises given my Dr. Meeraj and Ms. Anjum, and made a payment of 50% i.e, Rs.17, 500/- vide receipt no. 28335 dated 17/01/2021, and asked her to book an appointment immediately as I would like to get done with treatment at the earliest, to which she asked me to wait for a few days as more the hair growth the better. So, I diligently waited until she gave me a go ahead.

I further told Ms. Anjum that one of friend would be interested in availing the same treatment, and after that she kept following up with me about my friend and didn’t seem keen on booking my appointment. I kept following up with her to book my appointment. On 28/02/2021, in the morning I finally asked her to booking my appointment in the evening to which she replied that she cant book my appointment and that I have to book an appointment one week in advance. I called out Ms. Anjum that she should have told me at the time of consultation when I informed her about my busy schedule, when she made a false promise of co-operating with me in case of last minute appointment and finally agreed to book me an appointment on 03/03/2021, and she asked me to get my friend along who I said would be interested. After my session on 03/03/2021 and book an advance appointment of my 2nd session for 28/03/2021 (Sunday) at 4.30 pm, on the very same day of 03/03/2021.

On 27/03/2021, I messaged Ms. Anjum to which with my confirmed about next day appointment at 4.30 but she asked to come at 11.00 pm, to which I told her it is not possible because I have my badminton training early afternoon and if I undergo the treatment in the morning, I would miss my training session as I am not allowed to sweat post the session. She further told me that Colaba centre is undergoing renovation work and it will take 3-4 months and therefore I would have to visit their centre at peddar; to which I, once again told her that I had opted richfeel only because it was 5 mins away from my place and that if the centre was going to undergo renovation she should have told me well in advance and not lured me into opting their services by misguiding me knowingly fully well of my requirements. I also told her that if I knew that the Colaba centre was to undergo renovation I would have not opted for Richfeel. I felt cheated and told her that she suppressed material fact from me and furthermore I wasn’t satisfied with their customer services as after making of making I have to repeatedly keep following for appointments. I asked her to refund my money and that I would like to speak to the senior management. She convinced me saying that I can make the remaining payment once the Colaba clinic is functional. She kept asking me about my friend, to which I replied I shall only refer if I can have faith in their services.

I wanted to get done with the treatment as soon as possible, hence I agreed to visit the Peddar road clinic and further insisted on having a word with her senior. She said that she ll ask the doctor to call but the doctor never called, despite my regular reminders. Finally I managed to book an appointment on 20th April (almost 48 days post my first session). When I visited the Peddar road clinic on 20/04/2021 she begged me not to make any complaints to the doctor and that she might lose her job and that henceforth she shall fully co-operate as was promised in the beginning. Feeling sorry for her, I agreed to forgive her on the ground that she shall finish off with my treatment at the earliest.

On 18/05/2021, once again on my own, I reminded her that the 30 days period expire on 20/05/2021, she would reply in monosyllabus – “next month” “close hai clinic” with no explanation or prior intimation. On 31/05/2021, I once again asked her when is the clinic opening, she tells me that she has no update. After the revised break the chain order issued time to time permitted clinics to remain functional, so once again on 12/06/2021 I asked her to book an appointment next week, to which I received nom reply. On 13/06/2021, I once again reminded her via message, still received on reply from her until 14/06/2021. On 14/06/2021, she tells me that clinic shall be functional from next week, to which I told her that as per recent government directions, the clinic is already permitted to remain functional and I asked for her clinic number. Ms. Anjum did not provide me with the clinic number but agreed to book my appointment.
On 26/06/2021, again I followed up on my appointment status and asked her to schedule my appointment on 29/06/2021 in the morning session, to which once again she did not reply. On 28/06/2021, once again my messaged her to confirm about my appointment, is when she tells me that my appointment is not confirmed as she is out of Mumbai. I told her that she should have updated me when I asked her to book an appointment for 29/06/2021. Ms.Anjum wouldn’t even answer my calls and only kept replying on whatsapp. I told her, once again, that their services are not efficient as was promised in the beginning and asked her senior management to call me, and I told her I can’t be running after her leaving my work aside. Not even once did the clinic follow up with for booking my appointment after 50% payment was made. On asking for her senior’s number, she tells me that the clinic is shut and other lame excuses. I finally told her that I need complete refund of my money and that I no longer want to avail their treatment due to bad customer service, also share my bank details with them.

All my grievances pertaining to their services, fell on their deaf ears. On 30/06/2021, Ms. Anjum tells me that the refund process will take 20-25days and in the period she can book my 3rd session at the earliest. Not wanting to waste further time as regular shaving was irritating my body skin, which I had informed her, so I asked her when can she book the next appointment, to my surprise she tells me that I will have to travel to SION. This time, I put my foot down and told her I want a complete refund at the earliest, as I would avail services of the another service provider, which is near to my place and already enough delay has been cause due to deficiencies in their services. Ms. Anjum informs me that the refund process will take 20-25 days and that she ll ask the doctor to call him. On multiple follows up, I received a call from the Dr. Meeraj on 15.07.2021, and after repeated the entire facts and circumstances as given above, he only say one line “I ll speak to the management and get” despite making him aware that my skin is getting irritated with regular shaving and as instructed by I am not allowed to wax during the treatment and that I would like to avail services of another services provider and I need to make payment to them. But he paid no heed to my request.

I, hereby, say that your clinic lured me into opting full body laser treatment by making fraudulent assurances and promises, and after making 50% payment, neither followed up regarding the services, and that you have indulge in unfair trade practices. Furthermore, despite, multiple follow ups, reminder, your clinic gave a very hard time in availing timely appointment therefore the session availed so far are rendered ineffective; furthermore, as a service provider it was your utmost duty to keep your consumers aware of the shutting down and reopening of your clinic, it was on repeated follow up that an update was provided and thereby has resulted in deficiency of services. Throughout the last four months, I have to undergone harassment at your hands, and harm has been caused to my mind and body not to mention wastage of mu invaluable time and opportunity.