I would like to warn everyone about my unfortunate experience regarding Shinagawa Philippines' Candela Hair Removal treatment! It was such a disappointing experience but what's more disappointing for me is Shinagawa Philippines' lack of customer orientation!
I availed of their Candela Hair Removal treatment last September 14 (Wednesday evening) for my lower legs by using a Metrodeal voucher. That same evening and the following day, my legs started becoming itchy. I wasn't sure if this was a normal reaction so I let it be hoping that things will subside eventually. However, things didn't improve and I noticed that my legs started becoming very dry (flaky) and super itchy with a few red spots.
Thus, I decided to call up Shinagawa on Friday (lunch time) to complain about what happened. The receptionist told me to go to the clinic for check up but I told her that I won't be able to go that same day because I have a prior commitment which I can't cancel. However, I told her that I will go to the clinic on Saturday morning to see their doctor regarding my legs. After my call, Rhonilie from Shinagawa texted me to tell me that she also experienced the same thing when she had her Candela hair removal but assured me that it means that the treatment is "working". I told her that the Doctor didn't mention about this "side effect" when I was being briefed about the treatment. I also asked my sister who had laser hair removal with another clinic and she said she didn't experience such a thing.
On Saturday morning, I was about to go to Shinagawa already but my son had an asthma attack so I had to stay with him at home. It also rained very hard in the afternoon so I wasn't able to go. However, I told Rhonilie on Saturday evening that I will just go to their clinic on Sunday.
On Sunday morning, I went to see their Doctor to show him my condition and ask him about the itchiness. He said that the itchiness could be due to shaving (which Shinagawa performed) or the laser hair removal treatment. He prescribed 3 medications for my legs and told me not to scratch them further: (1) Elica/Momate Cream or Lotion, (2) Cetirizine (antibiotics) and (3) Hydroxyzine (Iterax). I told him that the medicines he prescribed would probably cost more than the treatment itself!
On September 19, I sent a formal complaint email (together with a picture of what happend to my legs) to Mr. Besa (Shinagawa's Marketing Manager) to request for the following: (1) reimburse me for the cost of their prescribed medication as a result of their treatment, (2) refund me the Metrodeal voucher worth P300 which I wasn't able to use after the incident and (3) for them to inform future clients about this possible side effect.
I didn't receive any reply from Mr. Besa so I decided to call him up the following day to talk to him but the receptionist said that he's not around so I just requested for a return call (which I didn't get). I asked the receptionist if Mr. Besa received my complaint letter and she said no because he has a problem with his computer but when I asked Rhonilie if Mr. Besa received my email, she said yes. In fact, it's already being evaluated by the Medical Director. I told her that I'm expecting them to reply to my complaint email formally for consistency. I also asked her to give me the name and email of their Medical Director but she refused to give the information to me. I started wondering what kind of a company is Shinagawa because instead of attending to customer complaints, it appears like they are ignoring or hiding away from them!
Eventually, through my own research, I was able to get the name and email of their Medical Director Michelle Rivera Nuez. I sent her a complaint email as well last September 25 but she also ignored my email. I asked Rhonilie if the Medical Director got my email and she said yes. Up to now, I have not received any formal reply from Mr. Besa or Dra. Nuez! They didn't even acknowledge my email or get in touch with me to find out more about my situation. If Shinagawa is an honorable and responsible company, they would have been concerned about what happened to me.
My brother and sister-in-law are also doctors (although they migrated already to the US). I also have uncles, aunties and cousins who are doctors so I am appalled at how Dra. Michelle Rivera Nuez is choosing to ignore the situation and not think about the welfare of Shinagawa's clients!
Just this week, I already sent a formal complaint letter to DTI about Shinagawa Philippines (including a picture of what happened to my legs). I'm not sure if DTI will act on my complaint (I'm not even expecting it) but at least I want this incident put on record.
I know the amount involved is only small - it might not even be worth my time... I just don't think that what they did to me is fair. I'm the victim here and yet instead of being apologetic or concerned about my condition, they decided to ignore their responsibilities/obligation to their clients...
Update (as of October 22): Metrodeal "reimbursed" me for my voucher by giving me credits for future purchase(s). For your reference, the landline of Metrodeal is (632) 788-6591. I initially had a hard time contacting them but once I was able to talk to them, they didn't give me a hard time with the reimbursement.
As for Shinagawa, sadly, they have chosen to ignore my complaint, which only shows what kind of a company they are. I'm not sure if this is how their head office in Japan would handle the situation but the local franchise surely does not know how to treat their customers well... What a major disappointment! Paging Masako Uemori (President of Shinagawa Lasik & Aesthetics)!
Update (as of November 5): After almost 2 months since the time I had my Candela Hair Removal treatment, my legs haven't gotten back to normal yet and have remained super sensitive, experiencing regular dryness and itchiness! I don't know up to when this will last... but I surely regret availing Shinagawa's Candela Hair Removal treatment! :(
9 comments:
Oh my. I am literally a day away from making an appointment here in Shinagawa. Now, I am not sure anymore. Thank you very much for the info. And please contact a dermatologist. Someone who might help you just in case the itchiness and dryness are still there.
Yes, I'm actually planning to see a dermatologist in Makati Med on Monday to check my legs... Good luck on your treatment!
I'm on the same boat. Stay away from Shinigawa at all cost!
Well, thank you for sharing this.
birth defects caused by prozac
The first time I went to Shinagawa to avail my Metrodeal voucher, I think around September, I was approached by Sarah, Marketing Officer of Shinagawa the minute I entered the clinic. She kept on selling me a package for the candela treatment which I didn’t entertain because I haven’t tried the treatment yet. She followed me around even in the waiting area for consultation. She told me about the package of 3+1 for only Php3,500. But if I pay it that day, she’ll give me 2 vouchers, so the total was 6 sessions. I was not really entertaining her, for the fear that the procedure might not be effective. But she was really persuasive and that she can give me those 2 vouchers that she has. We were overhead by another client waiting and she was interested to get the package. After my consultation, as I was about to leave because I was advised not to undertake the procedure, there she is again in the reception area while I was coordinating my next appointment. To make the long story short, I was basically persuaded to buy the package 3+1 and that she’ll give me 2 vouchers as a premium.
As I was paying using my card through zero interest plan, she told me she had to go and that the vouchers were with the reception area. She told me she had to leave while waiting. After payment I already noticed that the appointment card says 3+1 only but when I asked the reception, they told me to talk to that Sarah. Since its late at night, and I’m in a hurry, didn’t think much of it. November 2011 came, I was able to use my Metrodeal voucher and asked the reception again for the vouchers, but with no clear answer.
Last night 21 March 2012, is availed the first session in my package, and was again asking the reception about the 2 vouchers. To be honest, all along I had this sinking feeling that I was defrauded on my availing of the package, but decided to inform the reception area of the circumstances. And that I was resigned to the fact that I will not be able to get those ‘promised’ vouchers.
But lo and behold, this girl Gie in the reception, didn’t only apologized for the circumstances, being me the grieving party not to mention the one who shed bucks in buying those package, but instead said these words. To quote:
ME: ok I get it, there is no package like that
GIE: Eto lang po ang package naming
ME: ok fine, I just wanted to inform you that I was misled in thinking that I would be able to get those vouchers. Nakakatakot pala kumausap ng mga tao dito d mo alam kung totoo (me busy texting)
GIE: Wag natin sisihin si Sarah
ME: Huh? (jolting w/ surprise in between texting) at bakit hindi? E sya nga ang nagsabi nun sa kin
GIE: (Talking to the girl beside her) Wala sa personality ni Sarah na magsabi ng ganyan
ME: (This time I am really mad) Ah ganun, so ako ang nagsisinungaling? Wala ka naman dun ako ang nandun pano mo masasabi yan?
GIE: (No response then repeating “Wala sa personality ni Sarah na magsabi ng ganyan”)
ME: (While walking to the consultation waiting area) Sana nag sorry ka na lang wag mo sya ipagtanggol kasi wala ka ng sinabi nya yan you don’t exactly know what happened.
GIE: d ko sya pinagtatanggol
ME: Huh? Why are you saying d wala sa personality nya magsabi nun, you are implying na ako ang nagsisinungaling
GIE: nasa middle lang ako
ME: no you’re not you are implying ako ang nagsisinungaling at sya ang tama. I was defrauded, but fine I’ll let it pass but you saying ako ang nagsisinungaling hindi tama yan.
I went with my consultation and told the story to the doctor attending me.
All the while I felt all my blood rush to my brain, simple courtesy to at least pacify the customer. How ironic ako pa ngayon ang pinagsabihan!
I don’t think it’s worth my stress. She is sooo bobo talga!
The first time I went to Shinagawa to avail my Metrodeal voucher, I think around September, I was approached by Sarah, Marketing Officer of Shinagawa the minute I entered the clinic. She kept on selling me a package for the candela treatment which I didn’t entertain because I haven’t tried the treatment yet. She followed me around even in the waiting area for consultation. She told me about the package of 3+1 for only Php3,500. But if I pay it that day, she’ll give me 2 vouchers, so the total was 6 sessions. I was not really entertaining her, for the fear that the procedure might not be effective. But she was really persuasive and that she can give me those 2 vouchers that she has. We were overhead by another client waiting and she was interested to get the package. After my consultation, as I was about to leave because I was advised not to undertake the procedure, there she is again in the reception area while I was coordinating my next appointment. To make the long story short, I was basically persuaded to buy the package 3+1 and that she’ll give me 2 vouchers as a premium.
As I was paying using my card through zero interest plan, she told me she had to go and that the vouchers were with the reception area. She told me she had to leave while waiting. After payment I already noticed that the appointment card says 3+1 only but when I asked the reception, they told me to talk to that Sarah. Since its late at night, and I’m in a hurry, didn’t think much of it. November 2011 came, I was able to use my Metrodeal voucher and asked the reception again for the vouchers, but with no clear answer.
Last night 21 March 2012, is availed the first session in my package, and was again asking the reception about the 2 vouchers. To be honest, all along I had this sinking feeling that I was defrauded on my availing of the package, but decided to inform the reception area of the circumstances. And that I was resigned to the fact that I will not be able to get those ‘promised’ vouchers.
But lo and behold, this girl Gie in the reception, didn’t only apologized for the circumstances, being me the grieving party not to mention the one who shed bucks in buying those package, but instead said these words. To quote:
ME: ok I get it, there is no package like that
GIE: Eto lang po ang package naming
ME: ok fine, I just wanted to inform you that I was misled in thinking that I would be able to get those vouchers. Nakakatakot pala kumausap ng mga tao dito d mo alam kung totoo (me busy texting)
GIE: Wag natin sisihin si Sarah
ME: Huh? (jolting w/ surprise in between texting) at bakit hindi? E sya nga ang nagsabi nun sa kin
GIE: (Talking to the girl beside her) Wala sa personality ni Sarah na magsabi ng ganyan
ME: (This time I am really mad) Ah ganun, so ako ang nagsisinungaling? Wala ka naman dun ako ang nandun pano mo masasabi yan?
GIE: (No response then repeating “Wala sa personality ni Sarah na magsabi ng ganyan”)
ME: (While walking to the consultation waiting area) Sana nag sorry ka na lang wag mo sya ipagtanggol kasi wala ka ng sinabi nya yan you don’t exactly know what happened.
GIE: d ko sya pinagtatanggol
ME: Huh? Why are you saying d wala sa personality nya magsabi nun, you are implying na ako ang nagsisinungaling
GIE: nasa middle lang ako
ME: no you’re not you are implying ako ang nagsisinungaling at sya ang tama. I was defrauded, but fine I’ll let it pass but you saying ako ang nagsisinungaling hindi tama yan.
I went with my consultation and told the story to the doctor attending me.
All the while I felt all my blood rush to my brain, simple courtesy to at least pacify the customer. How ironic ako pa ngayon ang pinagsabihan!
I don’t think it’s worth my stress. She is sooo bobo talga!
So sad to hear about the bad service that you got from them Irma. I think they need to be trained about BASIC customer service...
Tama po kayong lahat. I had the treatment done and I regret it. After 4 months, may scars pa rin and walang nangyari na laser hair removal. Yung receptionist was so rude to me. Imbes na maging apologetic siya pa ang nagtataray. Ang doctor ko nga pala ay si Dr. Leo Escasa. Sinabi niya na kakausapin niya management to refund my payment pero ayun, wala rin. Kaya sa mga prospective clients, my advise is paying more does not necessarily mean you're getting a good service. Stay away from Shinagawa!
Oh no, im thinking of availing the lasik eye treatment from metrodeal. I get to talk to Ms Rhonnie of Shinagawa and she seemed accommodating and was able to answer my questions. Has anyone here or know someone who tried the procedure? This is an almost 30k voucher so pls help me to decide! Thanks guys
Post a Comment