| rev:text
| - Good experience outweighed the bad experience.
I had very high expectations from this place because my husband and I had a great experience during our first visit.
Ralph the nurse practitioner was very informative and we felt that he gave us genuine advises to help us achieve our goals.
We didn't feel rushed at all as he took his time to explain the benefits of the procedure as well as answered all of our questions.
Karen was also very pleasant, friendly and gentle while she prepped us for the procedure and during the entire procedure.
She told me about the Latisse promotion they're having which I was very happy that she mentioned it to me because I had just started on my last bottle and I don't want to run out of it.
I told her that I would purchase 2 kits in addition to the supplements and services we signed up for which was all in all $657 total.
Emmanuel, is the one I was looking forward to meet since we've already spoken on the phone twice and I've read very good reviews here on yelp of the good customer service they've provided, who was also very nice at first. He took the time to explain the additional services they offered at their clinic and asked if I had any questions. We were enjoying our experience there so much, we ended up staying longer than expected and I truly appreciated the fact that he stayed 15 minutes over his regular time to clock out. I wanted to avail the 20 glutathione IV package and the perfect peel but didn't want him to stay longer than he already did, so I decided to just contact him another time so I can also discuss with my husband. Because we were all such in a hurry to leave, I realized when I got home that he forgot to include the 2 Latisse kits in the bag he handed me Friday night, January 09, 2015. Soon as I noticed, that same night, I left a voice message to let him know about it. Emmanuel called the following morning and left a message on my voicemail saying that he noticed that he forgot to hand me my Latisse kits last night and to pick it up at their office when I have time. He didn't apologize at all, but STILL I didn't think anything bad about it as I was very happy with their service. My husband went back to their office on Monday, January 12 to pick up the Latisse, but when I got home, I noticed that the expiration date on both kits is 04/2015 which won't be enough time for me to use because each bottle lasts up to 10 weeks and since I got two that makes it 20 weeks total meaning that even if I stopped using the bottle that I already have and start using theirs, I would still have 5 weeks remaining of Latisse that I won't be able to use because it would've already expired. I explained all of this to Emmanuel when I talked to him this morning and He simply said that that is the reason why they have it on sale.
To me, that's being dishonest. Why would you sell something to someone who won't be able to use the product fully because the product expired. Had I not checked the expiration on the box, I would've continued to use the product after the expiration date and unknowingly risk the possibility of getting an infection, poison or injury (per medical blogs) on both my eyes. He did offer a refund which I thanked him for and I would've been okay with, but when I husband arrived at their place the second time, Emmanuel asked for the physical credit card used for the purchase which my husband obviously did not have because it was my credit card. When I spoke to him this morning, he was aware that it was my husband who will be taking the kits back since I get off work late and he never mentioned that they have to have the physical card in order to do the refund. I spoke to him again on the phone, in the hopes that he would make an exception since this is my husband's second trip to their office. He firmly said that the only way he could return the funds back to my card is if my husband brought my credit card physically. This is when I made him realize that this would be my husband's third trip to their office for something that wasn't our mistake to begin with and because the situation had changed, Emmanuel's treatment and customer have changed from great to bad and rude! I am relieved that I didn't sign up for the additional treatments that I was originally interested in which would've been roughly about $2000 worth. I'd rather spend my money somewhere else where I will be treated fairly and with honesty from start to finish! I am not trying to say do not go to this office because it wouldn't be fair to Ralph and Karen, who have done a great job and have given me excellent customer service. All I'm saying is, be careful and be sure to check everything before you leave that way you won't have to experience the kind of inconvenience we experienced at this office.
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