Amato, Jason B Md

Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title: [redacted]-Business Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: [redacted]@jamatoderm.com
This letter is in response to the complaint we received via the Revdex.com from one of our patients, Ms. [redacted]...

[redacted], regarding our cosmetic product return policy.
Ms. [redacted] came into our office, on June 22, 2015, demanding a refund for her cosmetic product, which she said was causing her some irritation. Despite our repeated attempts to assist her, by sharing our knowledge of the proper usage of the product in question, and the basis for our return policy, she displayed unreasonable behavior and treated our staff, and myself, with hostility and rudeness.
Several front desk staff members attempted to assist Ms. [redacted] by explaining our return policy and assisting her with her product concerns. In addition, our Medical Assistant, [redacted] tried reviewing with her the proper use of this product and possible reasons for the patient's skin irritation. Ms. [redacted] refused to listen and demanded to speak with someone in charge. Upon hearing this, and after reviewing the transaction in question, I became involved in order to discuss Ms. [redacted]'s concerns and hopefully provide a resolution. Immediately upon me introducing myself to her, she became very verbally aggressive, and used profanity.
Ms. [redacted] insisted that during our May 1, 2015 Peel Event, when she purchased SkinMedica TNS Essential Serum as part of a discounted, promotional cosmetic product package offer, our licensed Aesthetician, [redacted] assured her that she could return any product if she was dissatisfied. Because of this, Ms. [redacted] insisted that she should immediately be given a refund of $270. However, as was explained to her several times, she did not pay full retail price for any of the products in the discounted package. I explained to her that it has been our policy for as long as Dawn has been employed by our practice to not to accept returns, unless the product itself is defective. She refused to accept this and claimed that I was calling her a liar; I assured her I was not.
The patient demanded my card and again began yelling and using profanity. She said that I was "full of [redacted]" and said the situation was "[redacted]". When the patient, again, began acting verbally aggressive and physically confrontational, I asked her to leave. However, she refused. She said she would not leave the office until I gave her my business card. In order to facilitate her departure, I agreed to give her my card, but informed her that due to the disturbance she made in front of other patients within our office, she would most likely be dismissed from the practice.
In addition to Ms. [redacted]'s unreasonable behavior, we dispute Ms. [redacted]'s evidence that I was incorrect about our return policy. The screenshots and verbiage she provided apply solely to product purchases directly through SkinMedica's website. SkinMedica's policy reads: "We only accept the return of products originally purchased through the SkinMedica website or through a SkinMedica Skin Care Concierge team member. If you would like to return a product purchased from another location, please contact the seller directly regarding your return." The practice's own SkinMedica sales representative, [redacted] also verified this policy.
Our staff is well informed about our policy on cosmetic product returns, which is included as part of their employee training. In addition, I verified with [redacted] directly to confirm that she did not tell Ms. [redacted] that she could return any product with which she is dissatisfied. Dawn also confirmed to me that she does not and has not previously ever made that guarantee to any of her clients that are a part of our practice.
We strongly disagree with Ms. [redacted]'s version of events and dispute the amount she is claiming was paid for the product. Ms. [redacted] did not attempt to return her cosmetic skin care product until nearly 60 days after she purchased it as part of a discounted cosmetic product package, and it was clear that the product had been opened. She had obviously used a significant portion of the product already. Additionally, she did not pay $270 (full price) for the TNS Essential Serum. And in fact, because of a $100 non-refundable event reservation fee and a $10 rebate that she redeemed, she only paid $122.98 for the product.
We are a practice that prides itself on excellent customer service, and we strive to keep our patients satisfied. Because of the risks associated with not knowing the types of conditions (weather or otherwise) the products have been exposed to once they leave our office, we stand by our return policy. The only acceptable solution we feel is appropriate would be to allow Ms. [redacted] to return her product for a refund of $122.98, but she will also be dismissed from our practice. She will then need to find another dermatologist for her skin care needs. We feel that this is a fair solution and hope that Ms. [redacted] will agree to resolve this matter promptly.