Do you think this is rubbish customer services?

[EachandEveryone]

I made an appointment at a clinic last week to get my eyebrows done in May. Really expensive for me a few hundred quid but the chemo has destroyed my brows. I’ve had them done at a cheaper place before and I was disappointed so I thought I’d go to the top. I’m not saying the name as it’s not fair. Anyway two days ago I got an email to say there’s 20percent off all treatments in May. I emailed them and said I have already made an appointment afew days ago am I included in the May offer and they said no I had to book from the 22nd April. The day after I booked 🤔 is this abit tight or just normal booking behaviour? It would’ve saved a lot of money.

At the very least, I'd cancel the appointment and rebook if they're going to be like this, but honestly I'd find it so off putting I might look for somewhere else

Where would retailers/businesses draw the line though... give the offer to people who had booked a day before it went live? A week? A month? If they budge for one person it pushes that boundary for anyone who paid full price to come back and say they want the discount. I think they're not doing anything wrong.

I'm not sure I get this. If they sent the email two days ago, surely they don't expect you to have taken advantage of the offer by booking in the past?

Have you already paid?

If not, can you cancel and then re-book for another date in May?

My take on it is that if the discount is for all treatments in May and you’ve booked your appointment for May, then you should get the discount.

I think they're justified, but at the same time I think it's OK to ask. They can say no if they like.

I booked a holiday with Sunweb and that same afternoon, I got a £50 off promotion in my inbox. I rang customer services who were sympathetic and found a way to give it to me. It took them a lot of paperwork and faffing around though, so I can see why some organisations might find it difficult.

Cancel and rebook.

No it’s was for bookings from the 22nd I booked so Monday and I booked on Friday paid £250 deposit. No point cancelling and rebooking as it’s hard to get appointments. They aren’t short of customers 😀

If the email literally says 'all treatments in May' without other conditions such as 'when you book this week' you have a very solid argument there. I'd be tempted to print it off and take it along with cash for the discounted amount.

If there are T&Cs then it is fine, they realised not a lot of people had booked in for may and are trying to drum up new business. Call and cancel and rebook.

I had a similar experience with Frugi (children’s clothes retailer) a few years ago. Placed a massive order, about £250, for kids shirts and t-shirts. Between placing the order and it arriving, though it had been despatched, they did a 20% off offer. Everything arrived the next day, I decided to keep it all. I asked if I could have a partial refund or even credit against a future purchase. They said no, I had to return it all (postage was free) for a refund and re-purchase it with the offer code. So that’s what I did. Madness.

Can you do the same? Cancel the appointment, and, if they still have availability for May, make another appointment?

I completely agree with this. As long as you haven’t paid a non-refundable deposit, I would cancel. I am stubborn and wouldn’t rebook.

This sort of thing is fairly typical. I note that you say it’s hard to get slots, but if the T&Cs allow you to cancel, l would try and book another appointment and if you manage to get an appointment, then cancel the original.

I'd email and ask rather than just phone. An email gives them time to think things over rather than answering "no" immediately on the phone, address it to the owner/manager. Make sure you tell them you've had chemo, that's why you want them doing, tell them you've gone to them as they are reputed to be the best, even though the expense is a massive stretch for you and how disappointed you are to be one day out of being eligible for the discount. You never know, they might be sympathetic as a one off. I've had a similar situation and it worked. It sounds like you deserve a lucky break in life. Good luck!

Brilliant idea!

The chemo didn’t sway it all it did was make them insist on a letter from my doctor which is even more annoying!

I'm not sure I would want to give my business to somewhere like this

. Anyway two days ago I got an email to say there’s 20percent off all treatments in May. I emailed them and said I have already made an appointment afew days ago am I included in the May offer and they said no I had to book from the 22nd April.

Does it say on the offer when it has to be booked?

Is the deposit non-refundable? If it gets refunded as long as you cancel with notice, I'd cancel and not rebook. That's horrible service and I wouldn't want to use them

i would care how great they are supposed to be at the technical side of eyebrows they’re rubbish at customer service and hell would freeze over before I have them a penny.

I’d cancel the appointment and email the owner in similar fashion to @QueenEmma suggested but making it clear you’re cancelling because the combination of losing out in the 20% and the added expense/awkwardness of needing a drs letter has made the experience more hassle than you need.

Why is it so expensive

@EachandEveryone Sorry to hear that, they sound a pretty hard hearted bunch not to give the discount as a one off gesture of goodwill, when you were only 1 day too early. My parents owned a small business and stretched the rules a bit for someone who'd undergone cancer treatment as, dad had experience of chemo and so did a staff member, that'd why I suggested appealing to their better nature but they obviously don't have one!

They arent a small business anymore and also made quite abig thing when they first started about how they gave free treatments for women with cancer but this has obviously stopped😃 It reminds me of a well known hairdressers who also made abig thing about hair during cancer and giving free wig trims. I went in when my hair was falling out and asked if they could take it off for me. The receptionist wanted to charge me £135 for a cut and blow dry 😀😀😃 I wonder if its because so many of us are affected now that the discounts just arent there?