Complete shambles
I made an appointment with a specific practitioner and was required to pay a £50 deposit to secure it - unusual in this profession to say the least. I duly arrived for my appointment - after a 90 minute drive, congestion charge and parking costs - to find Rejuva had no record of my booking. At first they told me I was in the wrong clinic until I pointed out I had been there before! Eventually they admitted the practitioner I had booked was not on the premises. They tried to blame ME, saying I hadn't sent them a screenshot of my deposit payment. In what world is the onus on a client to prove they've paid? I am currently embroiled in a debate about the refund I am due. Obviously I will not be returning. Complete shambles and it does not help that the staff don't have a command of the English language. Avoid at all costs and use a properly run clinic.
Respuesta de Rejuva London
Dear Catherine,
We are very sorry to read your review and sincerely apologise for the frustration and inconvenience you experienced.
Your payment was successfully received through our card processing provider. However, as explained, our payment system is not currently directly integrated with our booking system, which means manual allocation is required to match payments to appointments. Without a transaction reference or confirmation details, we were unfortunately unable to automatically link the payment to your booking on the day.
We fully appreciate how upsetting this must have been, particularly after travelling a significant distance.
Please be assured there was never any intention to place responsibility on you; our confirmation request was solely to ensure we identified the correct transaction and processed your refund accurately.
We genuinely regret that your experience did not reflect the standard of professionalism and care we strive to provide. Should you wish to visit us again in the future, we would be very happy to welcome you back and ensure you receive the high standard of care our patients expect.
Kind regards,
Rejuva London
