My peel with Marina was wonderful. She is excellentl. But I am upset with the lack of empowerment and customer service f received from the front desk staff.
In late July I pursued a NuDerm kit along with two other products. I have also purchased other products in the past. My peel was on August 29 the day before the salon's NuDerm promotion providing customers with a full size eye cream and peel if they purchased a full kit which I did just a fewer weeks prior and wasn't offered the eye cream. Flavia did provide me with the free peel when I purchased the kit which was greatly appreciated.
On August 29 I inquired about receiving the eye cream since I so recently purchased the kit but the front office staff said no and slightly rudely. I asked if Stephanie or someone that I could escalate my inquiry to was there but she said Stephanie was not there and she wasn't sure if she would be there that day. The front desk associate did not offer to give me Stephanie's number so I could call her and ask her or take my number so someone could call me.
She should have been empowered to make the decision given the loyalty I have demonstrated and recent large purchase just a few weeks before your NuDerm promotion. She also should have been more friendly and offered to have someone contact me.
Thank you for asking for my feedback.
Let me start by saying how glad I am you enjoyed your treatment with Marina. Unfortunately, we are unable to honor an offer almost 2 months after a purchase has been made. The free gift with purchase came from Obagi directly. We did however give you a discount on the products despite there not being a sale at that time as well as the free peel you mentioned. The sale we just had was only a one day 4 hour event and I apologize that you were not able to take advantage of it. As far as not giving out the manager's number: It is our policy to respect the privacy of our employees and not give out their personal information. We apologize for any inconvenience this may have caused, but as an alternative we can always have the staff call you from the office as we offered to do. We have all client information on file so that we can call you back and that was why the front desk staff did not ask for it, we already had it. I hope the owner's phone call to you was able to help increase the satisfaction of your visit and we hope to see you again in the future. We recommend signing up for our emails as well as following us on social media to find out about all our latest specials.