DERMALOGIGA WATERFRONT : ABSOLUTE ********** CUSTOMER SERVICE : NAOMI

I had booked an express facial appointment for myself well in advance and was allocated the 13:00 slot on 11 September 2021 with Naomi from DERMALOGIGA WATERFRONT. As per good form I arrived five minutes early for my appointment on the day. I was ushered to the treatment chair and a paper bonnet was placed on my hair so as to start my procedure. A client (couple) then walked in and Naomi left me and assisted them. Bearing in mind I had already been seated in the treatment chair by 13:00 I has to wait for her (Naomi) till at about 13:25 which I thought was absolutely frustrating as I had made an appointment and was neither late for it. All the while I was waiting there was no reassurance from her side that she will attend to me, which I thought was completely disrespectful and not to mention unprofessional as yet again I was given the mentioned timeslot by her. She then eventually retuned to me when another client walked in and she left me yet again to see to the client. By now it was 13:30 and nothing has been started as far as my treatment was concerned. I then gestured to her that while I can see she has to help clients she has to respect the fact that I have been waiting for her since 13:00 and it's now been half an hour and still she hasn't even started with me as yet.

She looked at me, ROLLED HER EYES, and then proceeded to help the other client.

Upon her eventual return to me ( now with a very clear attitude) I was told bluntly that we will have to reschedule.

I could not believe my ears and eyes honestly. I had booked an appointment, taken the day off to attend , drove all the way to the Waterfront only to be put off like this. I then got up from the chair and asked her as to why we should reschedule and she COULD NOT OFFER ONE COHERENT EXPLANATION OTHER THAN WE WILL HAVE TO RESCHEDULE.

I then insisted to have my treatment done as I could see she was clearly "triggered" by the fact that I had reminded her that I've been waiting since 13:00.

She then walked towards the counter area and I could see that she was clearly irritated and "cheesed off" with me having to call her out on her abhorrent customer service. She then carried on about how they don't do EXPRESS FACIALS ON SATURDAY YET SHE WAS THE ONE WHO ALLOCATED THE APPOINTMENT DATE AND TIME FOR ME WHEN I CALLED IN TO MAKE SAID APPOINTMENT. BEARING IN MIND I HAVE BEEN TO DERMALOGIGA WATERFRONT PREVIOUSLY ON A SATURDAY. I then questioned her about why I should reschedule as I've done no wrong on my end .

I then asked to speak to the manager and she very rudely told me that she is the manager , to which I then asked is there someone else I could speak to whom she said is in ZANZIBAR at the moment and there is no one I could speak to . She also told me that I have three options: I could reschedule, or I could find an Alternative Spa or she can call security , to which I answered , I won't leave and why should I go to an alternative Spa? And that if she feels the need to call security then she must proceed to so do. She also told me that I can report her to WHOMEVER, which I feel is rather smug of her as that indicates that she knows her unacceptable behaviour will somehow just allot to nothing. She also told me to stop "shouting" which I felt was ridiculous as I was talking to her sternly and was neither shouting... she kept on contradicting herself every time she opened her mouth. I reassured her that I'm not going anywhere until I have my facial done. Her collegue then came out of the other treatment room where she was busy with her client to come and assist/ see if she could be of any help, or to bring some kind of solution to this matter. She offered to do my facial when done with her client which I accepted. I then asked her for their Area manager email address/ contact details which she gave me and I moved away from the counter area . Having one's face worked on is a very personal experience and I feel that Naomi overlooked whatever sense of professionalism she might have possessed given her absolutely vile behaviour towards me as a paying client.

She went on as to how I don't own her time and DERMALOGIGA pays her and not me so I cannot just demand that she sees to me.

I EVENTUALLY HAD MY TREATMENT DONE BY HER COLLEGUE AND WAS DONE BY 14:40 IF NOT LATER, BEARING IN MIND I HAD A HAIR APPOINTMENT AT 14:15 WHICH I HAD MENTIONED TO NAOMI UPON MY ARRIVAL WHICH I HAD TO SUBSEQUENTLY CANCEL.

HER COLLEGUE NEVER WANTED ME TO PAY FOR THE FACIAL DONE WHICH I ACCEPTED BUT I FEEL ITS TOO LITTLE TOO LATE AS THE DAMAGE WAS ALREADY DONE.