I have been a customer of Bella Sante Lexington for approximately 15 years. I believe Lexington was their only location at the time. Yesterday, I went for some waxing, I booked the appointment last week. When I checked in I thought I was getting my regular esthetician. However, I was very surprised when the person who worked on me was someone completely different. She did my face wax and leg wax but during the leg wax she pulled the skin in a way and bruised me. To her credit, she told me about this, apologized and said the service would be discounted. When I checked out, the women at the desk said my leg waxing service would be comped. I told them that I originally booked with another esthetician and asked if that got switched for some reason. They didn't see any record my appointment was made with my preferred practitioner last week and the mistake must have happened at the call center. (I have never liked dealing with the call center. I used to be able to call the Lexington location directly to book my appointment. There is online booking, but it's not very user friendly and won't take appointments for weekends.) They also said that they were going to contact the call center and find out what happened and also put my preferred practitioner in my record so it pops up when I call in. I appreciate this attention, but I'm now wary. I started going to Bela Sante because their prices for waxing were comparable to a salon and their facility was clean. I also liked their attention to detail and customer service. I hope yesterday was a fluke. If not, I'll be going elsewhere. Fool me once shame on you, fool me twice, shame on me.