www.trifectamedspanyc.com

I WAS a loyal customer…Not anymore

I was a loyal customer here for around 5 years without issue. Referred many friends (whom I will be taking with me), and was for the most part happy. Until…I recently bought a package as a gift for my husband. After his first treatment I realized that the rate for hus service was double what I pay considering surface-area due to men not getting the lower third of their face treated due to facial hair—yet being charged a full face. It felt discriminatory toward a class already unlikely to seek out a beauty treatments, and worse an insult to a customer’s math intelligence. I didn’t think that was TMS’s intent so I thought I’d point it out with constructive feedback. I didn’t want a place I frequented to lose business when someone found a better deal elsewhere. To me it was merely an oversight. Illogical math. After my appointment they sent an email asking “How’d we do?” I took this opportunity to give my feedback. “Rate us” on Yelp or some such and further down it read “not satisfied?” “click here” I selected this option. I certainly didn’t want my feedback public (like it is now) because it was just constructive. Not a real complaint. I didn’t want to lower their rating. I just voiced my opinion bc they LITERALLY asked “let us know how we can improve”. I wrote with logic, math, and basic understanding of square surface area. I hit send, thinking my feedback would be communicated via a manager to corporate/or whoever does pricing and that I’d never think about it again. Instead my phone immediately rang from the Trifecta downtown office with an irate manager who berated me on the other end “Omg.! Why did you do that?! Why would you send that?! Everyone can see it! My whole company. You’re getting me in trouble” I explained that I was sorry and had absolutely no intention in getting anyone in trouble. I never mentioned an actual issue or any bad service, just a suggestion, and I intentionally responded internally so as to not create a bad review. In shock that at this point I was forced to argue my opinion to a REQUESTED FEEDBACK email with insane illogical gaslighting. This manager then told me that SHE DID NOT REQUEST my feedback and then continued that if I wasn’t happy it was NYC and I could go elsewhere. I was flabbergasted. Wow. Fully mentally unstable customer service. As I said, I was never unhappy until this psychotic moment. Meanwhile I had just prepaid for multiple services in full on that day. That said, I wasn’t going to give my money to a place who would hire a manager that gives the worst customer service I have ever experienced. I was so in shock by this Gaslighting insanity that it took me a half hour to realize I no longer felt comfortable there trusting these people with lasers and needles. Meanwhile this manager over-the-top politely responded to the email internally (knowing her boss and the rest of company would see). “Thank you so much for your valuable feedback!” She gushed. “We’ll let the owners know your thoughts.” So HERE, I am leaving my thoughts for the owners to see. They lost a very good and satisfied customer. I was very happy with this place until I was insulted by your manager. I called back after an hour and got a refund for all my services planned for the future. I am going elsewhere, where my business and feedback are appreciated, as are the 5 friends I referred to Trifecta. This is truly unfortunate for the owners who are likely unaware they are losing business unnecessarily, when the other people who work there are lovely.

Date of experience: Dec 01, 2022