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I had purchased a course of laser treatments at the Fulham store. Half way through my treatments the therapist left the company. The therapist had told me she was leaving early in my course, so I assumed the company would have had another therapist to take her place. Instead I had to chase the company over two months; initially I was advised they were looking high and low for a replacement, however later discovered this was never the case and that the store was closing down.
I booked an appointment at the Uxbridge branch even though this is an hour out of my way. I thought I was attending the store for a one off appointment, while they were looking to staff their Fulham branch. Whilst on route to the store I recieved a call to advise me my appointment had been cancelled as the therapist had called in sick. I was also sick that day, however the company has a policy that you will lose your money unless you advise them of cancellation 24hours before hand, so I had made the effort to attend. My appointment was at mid-day, so I should have been contaced first thing in the morning to save me the travel time and inconvenience. I was offered no compensation by the caller, and during this call I pressed for an answer of the situation at the Fulham branch, I was reluctantly told the store was closing down!! I immediately asked to speak to the manager for a refund on the rest of my treatments. I was told the manager would be in touch with me the next day, two weeks on and still no call back.
I appreciate there can be a few hiccups with any company, however the customer service and communication from this company has been very poor. Every time I call, I am promised a call back, which as yet has not happened. I am very fustrated as they are still holding onto my money. I have read another similar review where a lady has been refused a refund, so I am not holding my breathe for this to happen.
I STONGLY RECOMMEND DO NOT USE THIS COMPANY!!! They have no loyality to their customers.