I’ve been a long time client with Jeunesse, more than 10 years. We’ve only had a very friendly, respectful relationship. I knew them when they were just a store (no spa) where I regularly bought their Jeunesse skin care products from in Richmond Hill. Loved their products for my super sensitive skin.
Fast forward to pandemic summer of 2020, I’m close to running out of my skin care products so I order my usual ones online. Six months later, no receipt of products. In that time, I AM THE ONE FOLLOWING UP, again in a friendly, respectful manner because of our long standing relationship. No initiative from Jeunesse to give me updates. In those 6 months, I’ve followed up I think 4-5 times by phone or email. David explains they are on back order. A month later, they have the products in Mississauga and he’ll ship them to me. Then a month later, he apologizes and says that he will personally go to Mississauga to pack and ship the $235+ worth of products to me. All correspondence still remain friendly, polite & respectful because I’m the type that dislikes confrontation. After 6 months though, I was out of products for a while now, found something else that I didn’t react to and was frustrated with Jeunesse by that point. In the end, I had to call VISA to get my refund. David never gave me that option with the store so VISA it was.
Since then, I’ve been trying to book my last 2 facials from a 10-facials package I purchased years ago. They have no expiry date. However, I started to notice a pattern from David, preventing me from booking an appointment with excuses like we are fully booked, etc. Finally I get a date in March simply because David was not the one who answered the call. The day before our appointment though, David calls to cancel my facial because the spa had a flood. I give him the benefit of my doubt but to be honest, my heart sinks. Two weeks later, an acquaintance is able to get an appointment with them at the end of March. I wait another 3 weeks because honestly, dealing with David at this point is stressing me out. Today (April 19) I call to make an appointment and he BOLDLY LIES and tells me that they are still not taking facial appointments because of their flooding. It’s been more than a month since he cancelled my appointment AND another friend has facial next week!
So obviously David is lying and making sure I could never use my last 2 facials. Through NO FAULT OF MINE, he’s basically “black listed” me because of THEIR POOR CUSTOMER SERVICE (really it’s David) after being a long time, dedicated and friendly client of theirs.
Yes, their facials & aestheticians are good BUT David is like the gatekeeper. My word of advice is to be wary of buying their spa packages and don’t get on David’s bad side because he won’t honour the packages you purchased, even if you have been a 10+ years customer.
