Crystol B.
1/5
Don't go here before reading this review. I traveled all the way from Missouri to visit this spa, having done extensive research and made inquiries about facial laser hair removal. I was very careful in making this decision and took my time to ensure everything was in order. After a long drive, I had my first appointment and purchased a 6-session package for full-face laser hair removal.
Right from the start, I made it clear to the staff that I had concerns about potential burning, especially because I have dark skin as a Black woman. I was assured that the spa caters to individuals with melanin, which was great to hear. The first visit went fine, with no burning and noticeable reduction in hair growth afterwards. The only issue was that instead of having the nurse on site, my consultation was conducted via Facetime using an iPad. Despite this, I proceeded with the sessions.
During my second visit, I had a different technician. I expressed my concerns about burning to this new technician, who assured me that she would review my notes to ensure the correct settings. Although the second session was a bit more painful, since I had more of my face treated because I felt more at ease.
For the third session, yet another technician attended to me, which meant I had to re-explain my burning concerns once again. I wanted to advocate for myself and make sure all precautions were taken, as there's no reversing a burn once the laser touches the skin. During this visit, I noticed that the technician didn't ask me to clean my face before the procedure, so I had to remind her. I also asked her to check my previous settings to ensure we were doing things correctly. To my surprise, there were no notes in the system from my previous visit. This lack of documentation alarmed and made me uncomfortable.
Consequently, the technician and I had to perform several test applications with the laser to determine the appropriate level for me. During this process, the test spot on my upper cheek felt uncomfortably warm. I informed the technician, and she responded appropriately. However, I was irritated that there were no notes from my previous visits, especially since this was already my third session. This lack of documentation scared me, as it could have led to a burn if I hadn't spoken up and assumed the technician reviewed my previous visits. I trusted the spa with my face, invested $600 in these sessions, and traveled a great distance to be there, expecting careful and attentive service.
After expressing my dissatisfaction and decision not to schedule another visit, the manager promptly called me. Unfortunately, the damage had already been done. The manager explained that there was a lapse in communication, and although there were notes, they couldn't be located during my visit. With three sessions remaining, I no longer felt comfortable returning to the spa, especially after going through the effort of driving such a long distance specifically for quality service. I requested a refund for the remaining sessions, but the manager informed me that due to a promotional offer, I had no balance left for unused sessions. While I understood the reasoning, it made no sense for me to purchase more sessions, especially when I was already three sessions in and unhappy. I politely declined the manager's offer of a 20% discount for additional sessions, as my trust had been broken.
At this point, there was nothing more to discuss or do. I informed the manager about the slight irritation on my face and expressed my unhappiness with the cleanliness of the spa during my third visit. I have decided not to complete the remaining sessions. Now that I'm back home after a four-hour drive, I have a small dark burn mark and some irritation on my upper cheek from the test area where we were trying to figure things out. Laser hair removal is serious and this spa is experiencing staffing issues and as a customer I visibly see things falling through the cracks. I won't be back...I do not recommend this provider.
