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| - *** Buyer Beware*** If you visit Facelogic with a Groupon, be sure not to deviate whatsoever from the facial listed on the Groupon. I discovered today that if you switch to another facial, you end up only using the amount of what you PAID for the Groupon, not the VALUE of what you would have received with your original facial on the Groupon. I understand Facelogic is well within their rights to have this policy, but I think they can be more forthcoming with this rule as just about everyone is walking in with a Groupon from my experience.
I have visited Facelogic twice now. Today I had an extremely underwhelming experience with poor customer service. Not so much with the employees working the desk but more so with the owner who would not see my point of view after being confused with their menu.
- Came in with a Groupon for a Signature Facial. I had called to see if they wanted me to move up my appointment and I was told the earliest I could get in was 3:30. Great, I arrived a little before then but didn't go back until 3:45. I would just waited to come in if I had known.
- When I arrived I saw within the Microdermabrasion section of the menu that upgrades to microdermabrasion were $35 for non-members, $30 for members. I'd already mentioned my Groupon, and asked if I may add on microderm to my Signature facial. The ladies behind the counter said "Sure, no problem," with nothing more. Granted, I suppose I should have confirmed the price for this upgrade, but thought it was pretty clearly marked on the menu that I'd be paying $35 as a non-member.
- Had a great service, though my extractions left me with some irritation, both times now.
- I went to the desk to pay for my upgrade. There was some confusion as to how to do this because apparently no one had added on microderm to a Groupon before. The staff asked if it was ok to take the $39 I had paid for the Groupon off the cost of the facial I received. I explained that I received the same facial I signed up for, only with an add on, that right here... on your menu... says it's $35 for an upgrade. What's more, wouldn't I be able to apply the value of my Groupon ($79), not the amount paid ($39)? My Groupon had not expired yet. I said if this is the policy, people have been overcharged, or at least unknowingly losing half the value of their Groupon, defeating the entire PURPOSE OF THE GROUPON,
- She said she understood why I would think that but that "That's not how it works." She called the owner. She had to leave the service area and go to the back to make the call, which makes me wonder why she couldn't take the call in front of me and what she said about me! It could have been handled in front of me with enough tact.
- The owner decided to be charitable and only charge me for the member price of the facial I didn't know I switched to. What a deal! I only owed them $40 for something I thought was only going to cost me $35.
I really regret not leaving $35 on the counter and walking out, I was so frustrated.
My tips to Facelogic:
- Change your menu to explicitly note that upgrades are not interchangeable between sections on the menu, faintly delineated by an aqua blue line or some such.
- When people come in with a Groupon and ask for an upgrade or change to their service, explain how this will affect the final value of the Groupon and final price.
- Understand that the customer is generally right. You are a "spa." Your staff and owner should not be squabbling with me over $5 - $10 over an honest mistake which only made me leave with a horrible taste in my mouth.
On the upside, I had the same aesthetician Theresa both times. She is terrific. I would see her again, if only she didn't work for Czar John Facelogic.
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