Skin Forum

I was really disappointed with the experience my daughter had today. She was only a couple of minutes away from the clinic and went to book online. There were three appointment times available for the treatment she wanted, but the online booking required a $50 deposit. Since she was almost there, she called to see if she could simply book the appointment over the phone instead. The staff member confirmed there was availability and explained the difference between the Express and Deluxe dermabrasion treatments. After discussing the options, my daughter decided she was happy to book the Deluxe. However, once the staff member found out she was a new client, she was told she would need a 15-minute consultation and suddenly there wasn't enough time to fit her in. She then asked if she could book the Express instead, but was told there still wasn't enough time. What confused us most was that the online booking system never mentioned that new clients require an additional consultation, despite showing multiple available appointment times. If my daughter had simply booked online, paid the $50 deposit, and arrived for her appointment, it's hard to understand why she wouldn't have been seen. She and her sister decided to walk in to clarify, as they were only a minute away. The reception area was empty and there were several staff members in the clinic, yet they were again told the clinic was "really busy" and couldn't fit her in. Instead, she was repeatedly offered an LED light therapy treatment, which wasn't what she had called or come in for. I completely understand that consultations are important for client safety, and I have no issue with that. My concern is with the lack of transparency in the booking process and the inconsistent communication. It left my daughter feeling like the treatment she wanted simply wasn't going to happen, despite the available appointments shown online. Unfortunately, this experience left a poor first impression. It's disappointing to see a first-time customer treated this way, and based on this experience, we won't be returning.

Mudgeeraba