I had an 11:00 AM appointment at Immortal Skin on Thursday November 20th. I purchased a Groupon for six lipo sculpt laser treatments. When I called to schedule, I was told they were bundling the Groupon into three (3) 45-minute sessions, each combining three different treatments. I agreed and booked my appointments.
I arrived early, and my session was with Alexis. She did a quick 5-minute consultation and began the service roughly 5 minutes later. The first portion of the session was for 15 minutes.
Within those first 15 minutes, there was a knock on the door. Alexis slid the door open slightly to see who it was. Another senior therapist then pulled the door fully open, stuck her entire head inside, and said, "I have this room booked for 11:30."
Alexis checked her phone, acknowledged that she saw another appointment scheduled for 11:30, and said she didn't know how the overlap happened and apologized. She then came back to continue my session.
As the remaining time of the first phase was finishing, another knock came. Alexis opened the door again--this time with my bottom exposed. She told the therapist again, "I'm in the middle of a session and just starting the second phase." I tried to shake it off.
But the therapist came back again, and this time Alexis stepped outside the room because I was half-naked. When she returned, she said, "After this treatment, do you mind if we switch rooms?"
At that point, I said, "This is crazy. Does she realize every time she interrupts you, she's taking away time from my appointment?" Alexis began apologizing.
By now we were halfway through the second phase, and she had only completed one leg. She seemed flustered, and I could feel her anxiety from whatever the other therapist said to her. Suddenly she stopped mid-session--only one leg done--and asked me to get dressed so we could move to another room.
I told her, "I am in the middle of a treatment. She should inform her client about the overlapping appointment or reschedule them or have her wait the 15 minutes. But she just stopped and asked for me to switch rooms because the ultrasonic machine is in that room the therapist wants to use. I said no. I will not be switching. She said ok she understands and apologized again, which I appreciated, but the whole situation was increasingly uncomfortable. On my way out the other therapist was standing there with her client and asked, oh how was the service? Did you like it? I said no and walked out.
The owner, upon being informed of my experience, called to express her apologies. I appreciated the call, but it felt disheartening that she was apologizing for the staff's mistakes. As a business owner, I understand that any shortcomings reflect on her.
However, what struck me was her request for me not to write a review. I explained my concern for others who might have a similar experience and might not speak up. I encouraged her to consider how this could affect people who saved their money for treatments like these. The owner assured me that she would work to prevent such issues in the future.
What disappointed me the most was her plea for me to not share my experience without offering any form of compensation, such as a complete treatment to make up for what I endured. It left me wondering how many clients might be subject to similar service without any recourse.
In conclusion, while the potential for quality service may exists at Immortal Skin, my experience was marred by poor management and lack of respect for clients. Until they address these glaring issues, I find it difficult to recommend them. Transparency and accountability are key in the service industry, and I hope they can turn this situation around for the benefit of future clients. read more
