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Greetings!

Greetings!

I was a first time customer when I visited Essentials Metrowest spa for facial services and a massage. The massage portion went ok then a facial followed. My face was a little red when finished but I was told the this was normal with facials. A few days later, I contacted the spa to inform them that the places where the extractions were made during facial have swollen up and I was a little worried. Again I was told by the staff that this is a normal experience after facial.Still a little weary, I contacted my dermatologist and was informed that it was not normal. I then contacted Essentials Metrowest spa again and asked if I can come in and show the facial specialist and the manager my scaring and dark spots that are now on my face. I was told to email pictures and someone will follow up with me. I emailed pictures immediately ad awaited response. After a few days with no response, I called and the representative said she acknowledged she did not follow up with me but saw the pictures and didn't see anything. I again asked to come in and was told to come in to speak with the facial specialist and manager. An appointment was set for me to come in and I drove 3 hours for a follow up visit for the manager not show up nor call in. I spoke to the facial specialist and showed her the newly acquired marks and scars on my face. She proceeded to call someone on the phone to translate for her as she does not speak nor comprehend English fluently. Once the person translated Russian to English, I was informed to used a Russian based cream to remove the dark spots. I asked if this is from expired products or improperly disinfecting tools between customers. She smiled, I knew she did not understand me so I walked to the front desk and ask for the manager to contact me asap as I wanted a resolution. I have since been calling the spa and the manger has been "unavailable" for the past 3 weeks! This being said, when I call now no-one picks up so I leave voicemails for the manger to contact me but ironically when I call from someone else phone the staff picks up. To this day still awaiting a response from the manager. I can totally share my call log which show my outgoing calls to them and the incoming calls from them, unresponded emails, and pictures before and after. This whole time I have been respectful and polite while experiencing this trauma.

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