VLCC Health Care review: facial

Hi,

I would like to report to the head office an official complaint against the VLCC at Sheikh Zayed Road Branch, Dubai, United Arab Emirates.

First: I have an existing package with VLCC (3 sessions full body laser * 3 sessions facial = it has already paid). I have still (2) sessions for facial still pending and they confirmed (the reception, and branch manager) I can make upgrade to any facial treatments and pay the different amounts.

Second: I have called the centre on Thursday 26 Dec 2019 to book an appointment to do the second facial session with "Mina" for 2 hours, for Gold Micro Botox and they confirmed that the amount after the discount will be one session is around of AED 850, which I have already accepted and booked on Thursday 28 December 2019.

Complain: I went on Saturday on the time at 4:00 P.M, and I face the unexpected issue, as follows:

1- The parking is closed, and waiting for the VLCC valet parking for almost 20 minutes.
2- The mender "Mina" said I came late, and I need to wait her to finish her lunch because I came late "it's the parking issue" which I accepted with no issue as we are all humans.
3- I went to the treatment room and change my cloths, and after sometimes, she came to me saying I have an outstanding amounts, and she cannot do the facial. I explained to her the outstanding is for the new package, and I will settle on my next appointment which is already booked next month.
4- She went to the reception to clarify and she said; I have checked with the reception and they told me " you are right'
5- I asked her I want to upgrade for Gold Micro Botox, which was accepted before by the manager, she told me that I am the Beauty Manager and you cannot upgrade. I asked her to check again.
6- After sometimes, she came to me with telling the branch manager will come to you to discuss.
7- After sometimes, she came with the branch manager and told that (i) I cannot upgrade, (ii) the price is not AED 850, it is AED 1, 200.

Finally: My concern is about the services and the communication methods. I am requesting for an official investigation for the following:

1. Waiting for 45 minutes inside the treatment room; not accepted.
2. Discuss the fees and my file after I changed my cloths; not accepted.
3. No telephone record system; The price was given to me is wrong.
4. Not qualified people at all to deal with customers.
5. Not qualified people to resolve the problem.
6. Problem with booking appointment; make a lots of offers with no available appointments because is one air machine is available.
7. No confirmation message sending.

At the beginning: VLCC was good place to do all services and a lot of people recommended this place, But now, the number of customers is reduced because the team and services provided is not qualified.

I like the VLCC centre that why I am sending to you now to resolve the issue and keep the centre glowing as usual.

Thank you