*the response to this complaint by "corporate" is a misrepresentation, as corporate does not respond to individual studio reviews on google. A for effort, though.* I am extremely disappointed by the way LaserAway handled a concern I attempted to raise regarding a service I received at the this location. While I initially contacted the studio simply hoping to discuss my concern and determine whether anything could be done, the interaction that followed was some of the most unprofessional customer service I have ever experienced. I initially spoke with the Hoboken manager, who also seemed unwilling to actually address my complaint. Rather than discussing what could be done to resolve my concern, she offered to connect me with the technician who performed the service so that the technician could explain “the details of the treatment” to me. To be clear, I was not calling because I needed someone to explain the treatment. I understood the treatment and was calling because I had a concern about the results and wanted to know how LaserAway intended to address it. It felt very much like an attempt to redirect my complaint to an employee who, by the nature of her position, had no authority to offer any meaningful resolution. Predictably, the technician was not in a position to resolve the issue, and I was then connected with a customer service representative. From essentially the moment he called me, his demeanor was hostile and confrontational. He repeatedly cut me off while I was trying to explain what had happened, yet admonished me for “speaking over” him. Rather than listening to understand why I was calling, he immediately focused on the amount of time that had passed since my treatment and questioned why I had not complained sooner. I explained that the delay was intentional: I wanted to give LaserAway the benefit of the doubt and allow sufficient time to determine whether I would ultimately see a meaningful result from the service before concluding that there was a problem. Instead of hearing that explanation, he treated the timing of my call as evidence that my concern was somehow illegitimate. His comments and tone strongly insinuated that I was not raising a genuine concern about the results of a service I paid for, but was instead attempting to obtain a free service. I found that insinuation incredibly insulting. At that point, I asked to speak with a supervisor. His response was, verbatim, “We’re not doing that. Uh-uh. No.” When I again requested to speak with a supervisor, he became even more argumentative and then hung up on me. I have dealt with many customer service departments in my life, and I cannot recall ever having a representative simply hang up on me because I asked to escalate a complaint. I was not threatening him, screaming at him, or using abusive language. I was a paying customer attempting to explain a concern and asking to speak with someone else after it became obvious that our conversation was going nowhere. What is particularly troubling is that my original concern about the service has almost become secondary to the way LaserAway handled it at every level. I first encountered a studio manager who appeared more interested in redirecting my complaint than resolving it, followed by a customer service representative who was openly dismissive and hostile when I continued trying to have the issue addressed. A customer service representative does not have to agree with a customer or provide the resolution the customer wants. But the bare minimum should be to listen, communicate respectfully, explain the company's position, and allow an appropriate escalation process when requested, not make insulting insinuations, refuse a request for a supervisor with “uh-uh, no,” and hang up. I am posting this because prospective customers should know not only what their experience may be when purchasing services from LaserAway, but what they may encounter if they have a problem afterward.
LaserAway Hoboken, 220 Washington St, Hoboken, NJ, 07030
