Euroskinlab DESTROYED My Face (RESOLVED!)

This is where I’m really pissed. What if I’m just some normal customer who isn’t a beauty blogger and doesn’t have pictures of my face daily? Would that mean they’ll just shrug and say, “Too bad! Can’t prove it!”

Wtf.

Anyway, she threw the responsibility back at me by saying that there’s nothing she can do until I get a letter from Dr Yong stating what’s wrong, how my face can be treated and how much it’ll cost. Only then, we can move forward with our conversation.

July 12

Sent the letter from Dr Yong. Waited for a reply.

July 20

Asked about what the status is since it’s been a week and there’s no reply from them. I was told I needed to wait another week for their manager to call me, because s/he is in Surabaya and I’ll have to wait for him/her to return to Indonesia. Obviously, I got upset since it turned out they haven’t even talked to their management. I asked her if it would be faster if I called them out publicly, and that’s when I got 2 phone calls from them.

The first phone call is from the rude lady I dealt with before. She was very rude, defensive and sarcastic. She insisted they already offered to make it right by offering further treatments at their clinic. I repeated to her again that I’m not comfortable returning to their clinic when they’ve messed up such a simple procedure.

The second phone call is from a very sweet woman and I feel bad for her. I told her that I understand her hands are tied, and I don’t blame her personally for this. She insisted she wanted to see me in person, but I told her I busy and would be traveling soon, so I told her she could just talk to me over the phone. She insisted it would be better to speak in person. I asked her if she could guarantee that Euroskinlab’s position will change if I met her in person, and she couldn’t.

She then told me she wanted to see me to check out the damage. I told her I’ve sent a picture since June 29, and I’ve already gone to Euroskinlab in person and met 3 different people. She seemed surprised about that and told me she’ll look at my files to see the picture…..which annoyed me because it meant that no one bothered giving her my files. Does Euroskinlab destroy faces so often that it’s not a big deal?

July 21

Euroskinlab finally sent an official response:

Translation:

Thank you for your trust in our services at Euroskinlab (ESL), Iskandarsyah branch. 

With regards to the information about your skin condition (right cheek) that you experienced after receiving treatment, the Euromedica Management would like to extend our apologies for your discomfort and will take this into consideration to improve our service quality.

With this letter, we also wish to offer a solution to fix this issue by inviting you to drop by our clinic. Our team will wait for your earliest availability so we can resolve this at once. 

We greatly hope you will confirm soon. If you have any questions or need further information, please contact our Customer Care call center via xxxxx.

Here was my reply:

Hi, 

I’ve already gone to your clinic on July 11 and met your doctors. Is there anything different planned for this visit? I don’t have time to keep traveling to your clinic, especially when no new information or resolution comes out of the meeting.  

I’ve alerted you to the issue since June 29. I was informed everyone was on holiday, so I didn’t mind waiting until July 11 until I could meet the Euroskinlab team. I met 3 people who all told me the same thing —that Euroskinlab will only offer further treatments in Euroskinlab to fix the crater you put on my face. The 3rd person I met even questioned why it took me so long to contact Euroskinlab & whether the crater was already present in the first place. Fortunately for me, I had pictures to prove my story.  

I am NOT comfortable receiving further treatments from Euroskinlab, especially since laser treatments and fillers carry higher risks than the cortisoid shot you messed up. I rather go to my own doctor and reimburse the costs with Euroskinlab.  

I was told that any decision from Euroskinlab is dependent on a letter from my doctor, which I got and sent the next day on July 12.  

I received no update until I contacted Euroskinlab again on July 20, 8 days later. I was informed that management was in Surabaya, and I’d have to wait another week for any decision. Only after I threatened to take the story public did I finally get 2 phone calls. 

The first was from the same rude and racist woman who kept interrupting me and telling me that I could pick one of Euroskinlab’s foreign doctors to fix the crater on my face. As if Indonesian doctors are somehow subpar. I kept stressing that accidents can happen, but what matters is that you take responsibility for them. Yet Euroskinlab refuses to do so, and it even took you took another day (23 days after I informed you of the problem & 10 days after my visit to the clinic) before you even issued an official apology? Does Euroskinlab destroy their clients’ faces that often, that this is something that does not concern you at all? 

The 2nd lady who called me was lovely and she wanted to meet in person. I informed her that my schedule is currently packed and I do not have time to meet her in person, but she’s free to talk to me over the phone or over email. I also informed her that I do not see the point of another meeting if Euroskinlab will simply reiterate the same points.  

Yet here is the apology email you sent, asking me for another meeting. I will only attend the meeting if Euroskinlab offers the solution I initially proposed, which is to reimburse me for the cost of fixing the crater you put on my face, with a doctor I trust.  

Now it’s no longer about the money. I’m just horrified by the terrible way you treat your customers, and I really want to go public with this story to prevent more women from getting their faces destroyed by your clinic.  

-Francesca