Pathetic customer service

I had an appointment for the 16th of October at 2pm. The day before, at 6pm, I received a message saying that I need to go into work the next day as my colleague was in a freak accident, and I had to cover his shift. Being an on call Dr, this is the reality one has to deal with.

The cancellation policy is 24hours prior to the appointment. I have a 19hour notice for an emergency situation which is substantial.

The issue was handled dismally and I am absolutely disgusted by the poor customer service that I received.

Under such circumstances, exceptions should be made for clients. I had proof of my reasons for postponement, NOT CANCELLATION, but all of this was not considered and their policy was enforced and a session from my package forfeited.

When a patient of mine has to cancel due to a legitimate emergency, we are flexible with our protocols as we are all human and some things are just out of our control.

Due to the tedious manner in which this was addressed, prolonging this entire experience for an entire day, I ended up approving the forfeit of the session I had left.

Thereafter, I was informed that I must pay a 75% cancellation fee for a treatment that was booked for me, that I never approved. I tried treatment on another area for the first time in the last session and clearly said that I will book for that accordingly after I see how my skin reacts to the treated area. Now I am being told to pay a further R217 on top of them taking R1200 of mine whether I gave permission or not.

It has become an issue of my word against theirs. In the booking reminder it doesn't state what treatment one is coming in for.

Overall, the information was not conveyed to me in the way the technician claims to have explained it to me.

Even on the first consult, only after I did treatment, was it mentioned to me that I have to follow their treatment timeline of 2 weeks x3, then 3 weeks, 4 weeks and 6 weeks.

I have done laser treatment with a diode laser prior, and they all said to come back 4-6 weeks later, depending on the area. The only reason why I moved is because the lady I used to go to, relocated overseas.

Ms Van der Merwe did not even try to come to some agreement that could benefit both myself and the establishment.

I am mortified by the experience I have had and their customer care is just pathetic in my opinion.

They may be the cheapest laser place but it's not worth it when this is how they treat their clients when there are cases that can't be helped.

Even if I reported to them that I couldn't make it because of a death, they would penalise me because it's company polìcy.

I feel bul**** and very disheartened by the lack of empathy and compassion.