Extremely unprofessional and rude customer service. I received an email saying my appointment was canceled on the day of, so I gave them a call. The receptionist informed me that they had called me several times and left voicemails to confirm the appointment, however I did not receive a single call or voicemail from them. I'm not sure if they have the incorrect phone number on file, but instead of rectifying the situation, the person I spoke to on the phone was extremely rude. Would not recommend this place to anyone. There are many other better options on the island that will actually treat you like a paying customer.
Update in response to business owner: Thanks for your response. I'd like to clarify a few points from my perspective, as I feel parts of your reply are dismissive of the customer experience.
First, I did not receive any missed calls or voicemails from your business prior to the cancellation email, despite what you've stated. It's not acceptable to imply I was unresponsive when I had no way of knowing you were trying to reach me.
Second, when I called to understand why my appointment was canceled, the person I spoke to was anything but polite. Instead of trying to resolve the situation or offer any real assistance, I felt I was met with an attitude that was unnecessarily condescending and unprofessional. I would've been understanding since there clearly is an issue with the phone number, but the lack of customer service and any resolution to the situation prompted me to write this review. A little empathy would have gone a long way.
While I understand the holiday may have created some scheduling challenges, I don't believe that excuses the way the conversation was handled. I had the call on speakerphone, and even my friend commented on the tone and attitude I was met with. Rather than repeatedly insisting that several attempts were made to reach me, I believe it would've been more helpful to focus on finding a solution.
If I were in the business owner's position, I would've said something along the lines of: "We did try reaching out to confirm your appointment, but it looks like there may have been an issue with the contact number we have. Since the Fourth of July is a busy holiday, we had to cancel, but we'd be happy to reschedule and ensure we have the right number moving forward." That kind of approach would have gone a long way in making me feel valued as a customer.
I'm sharing this experience so others can make informed decisions. I stand by my original review.
2nd update in response to business owner: Thank you for taking the time to respond again.
I understand you're trying to provide clarity, but from a customer's perspective, what stood out most was not the explanation - it was the tone and lack of empathy during our interaction. Regardless of what your internal records show, I did not receive any calls or voicemails, and when I called to ask why my appointment was canceled, I was met with defensiveness rather than understanding. During our phone call, I was also never rude or disrespectful, so I was taken aback by the tone I was receiving.
I'm not sure why I did not receive any calls or voicemails from your business, so clearly there was a breakdown in communication. I have my call log and voicemail history, which show no missed calls or messages from your business. To be honest, if I had received them, I wouldn't be taking the time to write this review or continue this conversation. If I had actually received the calls and voicemails and failed to confirm, I would take full responsibility and accept that the cancellation was on me - but that simply wasn't the case. Instead, I was met with an attitude that felt more like I was being blamed than helped. A more customer-focused approach would've been to acknowledge that something may have gone wrong and offer a simple resolution - not just recite policy.
As a constructive suggestion, you may want to consider using additional communication methods like email or text notifications when confirming appointments. It could also be those automated messages as well in order to prevent misunderstandings like this in the future.
I've shared my experience so others can make informed choices, and I hope this feedback helps improve how similar situations are handled going forward. read more