21st March 2008
Lack of Customer Service
Unfortunatly on the day of my treatment i was unwell but was not allowed to cancel. Just to show my complaint and their response, DONT GO HERE if you've ever been ill! Beauticians always have some leniancy towards a 24hr cancellation period but clearly keeping customers is not something they care about. He ignores the fact that he refused to speak with me and that the receptionist didn't call back. He also laughable says it's flu season!! (is he lying about the no. of people, everyone every day calls to cancel?!!) I believe it was the first day of spring!!! I just think companys that value their customers deserve our money far more than ones like the Energy Clinic. He goes on and on about losing money, i go for around 2 treatments a month so yes, he has lost money!
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Hi Tarik,
I'm sure you would be able to help.
Yesterday I had myself booked in for an anti-stress cocoon, which I attended to my reluctance. I am currently suffering from the flu and am constantly coughing, my throat is extremely sore and I have a constant headache. I spoke with your receptionist late morning as I realised it would not be suitable for me to attend for the treatment as there was no possibility of me getting anything from it. I was advised that there was a 24hour cancellation period and I would lose my appointment if I did not attend or have someone replace me. I understand that there is a 24hour cancellation period but unfortunately I could, for obvious reasons not foresee that I was going to be ill. I asked to speak with the manager to which I was refused and told that she would try and find a replacement for the 2 hours and call me back at 3pm. I went to lie down and un-surprisingly I received no phone call and my alarm woke me in time to leave for the treatment.
During my treatment, the therapist was very nice and I could tell that the treatment was designed to relax. Unfortunately for me, lying on my back or front caused me extreme discomfort as all I wanted to do was cough, which I did on occasion but I did not want to run the risk of the therapist stopping and me wasting over £100. During the wrap, I was told to relax which I tried, but due to me lying on my back in heat I got a migraine and could also not coughing. I left with my skin feeling beautiful but my physical well-being significantly worse. I was very disappointed in the Energy Clinics clear lack of judgement and un-truthful staff. I felt very upset that I was not able to thank the therapist properly as I knew she had done well but I could barely think when I left the Energy Clinic.
Can you please let me know your thoughts on the matter? Myself and a group of friends have a therapist who is leaving the country, much to our disappointment and we are looking for somewhere new to go for our regular treatments. Are you able to suggest any reason why I should recommend your clinic to my friends considering all of the above?
Many Thanks
Magdalena
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Dear Magdalena,
Thank you very much for your honest email.
First of all, personally I am very sorry to hear that you haven’t enjoyed your treatment in Energy Clinic, as this is our aim.
As a manager and a person who has to run the business I have extremely difficult task to balance that business side and any personal situation caused by illness or any other reason that our clients can’t attend the treatment.
You don’t need to believe me, but I have daily between 4 – 6 clients wanting to cancel / reschedule their appointments (a big flu season) and as much as I would love to help people, in most of the situations we can’t do that – it would be easier to just close my business. We are holding the space and the therapists reserved sometimes for 3 - 4 weeks and than a few hours before we found out they can’t come – as we are very busy, in the meantime we need to refuse xy number of clients who wanted that space, but it’s booked. Again, as much as I completely understand you personally, I’m sure if you would be in my shoes you would understand what I’m talking about.
Also, I offered you a solution - if anybody else book the space instead of you, I would happily move your appointment, but sadly it didn’t happen.
I totally understand that this is not your problem and that you couldn’t predict the unfortunate illness.
I hope you will understand this and I wish you peaceful and healthy Easter.
Best wishes,
Tarik
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Considering it's their aim to have an enjoyable treatment, how can they force people to go when they are ill?!!!
I hope i have provided an insight inta a company which has such a shiny 'celebrity' appearance.
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