Written on: 07/05/2011 by anzamaus (1 review written)
APPALLING CUSTOMER SERVICE!!!
It all started when I got an IPL Laser Hair Removal voucher on Groupon in February. I first called to book - what I thought will be - my first appointment for the end of Mar (i.e. 5 weeks later as I just had a wax). However, I was never told that this indeed will be a patch test (for which I could have come without waiting for 5 weeks as there were appointments available within 2 weeks time).
When I came to La Perle at the end of Mar for the patch test it turned out that I had to wait for another 4 weeks for the ACTUAL first appointment "because they were so busy due to all the Groupon deals they're doing". I wasn't very happy about all of this but had to go with it. "At least I was given dates for the first 4 appointments in one go", I thought.
One week later I got a call from La Perle informing me that hat my appointment scheduled (a week before) for the 23rd Apr can't go ahead due as they are not open on that weekend. As a result all 4 appointment dates that I was given had to be re/scheduled (as there is a min. of 4 weeks between IPL treatments). After having expressed my discontent about the cancellation of the appointment I have been give new dates for the first 4 appointments, starting 2 weeks later - at the beginning of May.
Having been 'burned' before, I called La Perle a few days before the 1st (rescheduled) appointment to double-check that it is going ahead as planned. However, it transpired during the call that none of the 4 appointment dates have been booked in as discussed. Instead, the first two have been scheduled two weeks later than agreed respectively - taking the first appointment to the end of May (3 months after I first called) - while the other two have not been scheduled at all.
I was VERY unhappy about this - having been exposed to poor customer service and incompetence for the third time. The lady I spoke to said that she will try to find out what went wrong and call me later that afternoon. 5 days later I still haven't heard back from her (which didn't really surprise me given the quality of service I have experienced from La Perle before). What did surprise me was the fact that I have been repeatedly trying to contact La Perle via phone (at different times) and via email (using the customer contact form on their website) for 5 days (!!!) - all to no avail as no one would pick up the phone or the call would go straight to answering machine.
On day 6 I finally managed to get hold of someone. By then I had long resigned to the fact that customer service at La Perle is absolutely APPALLING. (I would ask for my money back immediately if I could. Unfortunately, this is not possible with Groupon.) I simply asked the woman to confirm my upcoming appointments in writing (via email) to which she answered that she can't do it because the "have so many different deals going on on Groupon" that she "doesn't have time" to send emails. When I told her (being understandably frustrated) that I still want it in writing because the last time I got appointments confirmed on the phone none of them were booked in she hung up on me.
I am still to have my first appointment but I would strongly recommend to anyone NOT to go to La Perle. Ever! It's like a fast-food restaurant - trying to get as much foot traffic in as possible (through their numerous Groupon deals) and don't give a damn about the level of service they provide to people once they have paid.
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