Complaints

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two chemcial peels off of groupon and used one on 05/29/2024 after negligence and the spa following improper procedure I contacted staph on my face and eye damage/irritation. I contacted them multiple times and finally went to urgent care. They did not even call to see if I was okay. I have asked them for a refund for my second peel that was unused and they told me I needed to contact groupon. They took the money for both peels and redeemed the vouchers even though only one was used.

  Business response

  06/07/2024

  Hello Shae, 
  Thank you for your feedback. We sincerely apologize if the service you received was not what you expected, as we strive to provide the best service possible. Upon reviewing your case, I have gathered the following information:
  On Tuesday, May 28th, you mentioned low percentage retinol. Based on this information, the esthetician decided to proceed with the chemical peel the next day.
  On Wednesday May 29th, during a consultation the esthetician explained that you should stop using oily products that clog your skin and to do extractions before doing the peel. Doing extractions before doing the peel. You let her know you didn't want extractions and would like to proceed with chemical peel.
  There was a conversation exchanged between you and the receptionist in regards to what was used on your skin prior to the peel. This was a miscommunication on the receptionist part. 
  We have a protocol for chemical peel which consists of: 
  face wash with Coconut & Chamomile cleanser followed by the chemical peel itself. 
  There was no salicylic wash used to wash the skin. 
  On Thursday May 30th, we checked in with you, and you reported light shedding and asked about using a salicylic acid face wash. We advised waiting until after peeling and sent you the post-care instructions.
  On Friday, May 31st, you inquired again about the salicylic acid face wash, and we reiterated 
  On Monday, June 3rd, you reported minimal peeling and provided pictures of what skin was looking like at that time. We left a voice message stating that this was a very normal process to get more breakouts because of skin cell turnover. 
  We offered to book a complimentary service, at which we then did not receive any response.
  On June 5th, you asked about the cleanser used before the peel. Our receptionist sent photos of the products used and offered to schedule the complimentary extractions, we received no response
  On Monday night, you informed us of a staph infection diagnosis from the clinic. 
  On Tuesday, June 4th, our receptionist notified the medical director. Your chart was reviewed and protocol was strictly followed. All supplies and products used were sterile. You requested a refund for the second Groupon Chemical Peel, which has since been processed.
  We sincerely apologize, as the satisfaction of all our clients is highly important to us. We genuinely appreciate the feedback given back to us.
  Best regards,  
  Serenity Bliss Team

  Business response

  06/10/2024

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