Newport Beach Cosmetic Surgery

On Saturday March
h, we had the pleasure to meet with a new client referred by
the name of *** ***She was scheduled to meet with our aesthetic ian for a skin
care consultation and if interested proceeding with a skin care treatmentShe was in the
office for over two hours, given
a thorough consultation by our aesthetician and myself
She proceeded with a purchase of a series of treatments and was given a complimentary
treatment in additionAlso, she purchased the recommended home care skin care
products, and if done so all on the same day she would be given a 20% off discount of
the entire purchaseI received a message by the client a couple days later inquiring about
one of the products she purchased (Latisse)It appears that there was a misunderstanding
and the client thought she had purchased a sample, which is actually a gift from our office
to the patientIn addition, she signed a consent since it's a prescription and was given
directions on how to use of itThe sample is exactly the same product and same quantity
and lasts for approximately weeksWe were out of stock and gave her a full size sample
so that she may get started right away and be able to give her a 20% off discount if she
purchased the products as a first time client
Once I realized that there might be a misunderstanding, I replied to the client to contact
our office or my mobile number after business hours so that I can clarify it, and that
texting can be confusingAt the time when the client called back, I explained to her that
our office is not typically open on Saturdays and the regular product she purchased was
kept in a locked cabinet by the other office manager that does not work on weekendsI
tried letting her know that we can either ship it to her, she can come by the office at
anytime or pick it up at her next visit scheduled on March 22ndShe replied that she
wanted to obtain a refund for the series of treatments and the Latisse productI mentioned
that it would not be a problem and I wouid inform our aesthetician so that she is aware as
routine protocol in our practice since she was cancelling her future treatmentsI obtained
her credit card number and made the refund the following day after making contact with
our aesthetician, so that we may update her patient fileI have also mailed a copy of the
refunded receipt to the address provided by the client
I have included an order form signed by DrWardle that states that we do not sell samples,
we give them as gifts to our patients and our sales representative by *** ***
*** can confirm itHer direct mobile number is ###-###-#### and would be more
than happy to speak with you if necessary
Our most important thing to our practice is patient satisfaction and we have a great
reputation for making it a priority
Please feel free to contact our office at ###-###-#### between the hours of 8:30-4:
Monday thru Friday should you have any questions or need additional information
Thanks for your help in this matterHave a wonderful day
Sincerely,***
Practice Manager for *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted], the Office Manager who replied to the Revdex.com complaint is the person I dealt with in this complaint.  She is not being truthful, which tells me this is something she more than likely has done before to other clients.  I've attached screen shots of the text messages she sent me.  I also attached a copy of the receipt which clearly shows that she sold me the Latisse.  In the text messages she sent me when I asked about the Latisse box she put into my bag saying it had, "Professional Sample - Not for Retail Sale" (I even sent a picture of the box showing it) .  I text her, "...the Latise I got is a sample bottle which isn't supposed to be sold, were you supposed to put the 1 I paid for in my bag?"  She replies, "It's good lovely. Disregard the sample comment. They all say that, from the ones we ordered. It's legit promise."  I reply, "U positive cuz the ones my friends have don't say that & their box is diff.  I'll call the company & dub check. I'm not comfortable paying $120 for something that says sample on it, as well as knowing companies have told my mom if she sells their samples she'll be in trouble. She continues to tell me, "I'm positive lovely! Don't worry. If u actually like it, I will get a new order soon and I will ask for a complimentary one for u too. I gotcha girl! I get free ones from time to time and I will save one for u which will count for 2 for the price of 1". The following day I contact [redacted] (###-###-####) & spoke with [redacted] who said that the office who sold me the product misled me because their retail boxes do not say "Professional Sample - Not for Retail Sale". I was very upset how unethical this doctor's office was as well as the fact that I was ripped off & deceived that I called the office, but there was only a voicemail that didn't allow any messages.  I sent [redacted] a text that I wanted a refund & did not want any affiliation with the office as I spoke w/[redacted] who contradicted what she told me regarding her selling me a product that said sample on it. [redacted] sent me a text message saying "I apologize that they told you such.  We all purchase Latisse from Dr. [redacted] in this office, so all 4 doctors get a volume discount. Feel free to have them verify such if you would like. It's the way they all work together on fillers/Latisse which is owned by [redacted]. I think by text might confuse this for you so just call me. Also, I have a box saved with [redacted] for you for Sat 3/22. I mentioned I was getting you 2. Sorry that the info provided to you might have misinformed you". I then called [redacted] back to speak with [redacted] again & read the text message to her. [redacted] was appalled & said that their company did not do volume discounts.  At this point she asked for the doctor office's information which I provided.  She also noted Dr. [redacted] that [redacted] mentioned & said she was expediting a report regarding the sales of the sample to the district sales rep and their legal department. She again stood by the fact that the box I purchased should not be a box that said sample on it and that the sample boxes are for the doctors to use as samples.  I reached out to Dr. [redacted]'s office again and again could not get through so I sent [redacted] a text demanding a refund. She immediately called me & tried to explain that the Latisse I received was the exact same as well as the same size.  I was so offended that I told her of course it was the same exact product, it's a sample.  However, the office should have never sold me a sample.  She went around in circles trying to convince me that I was misinformed by [redacted], but I wasn't buying it. I informed her that I would be reporting this to the Revdex.com.  She laughed & said that she reads all the mail & that she would be responding to the complaint and wanted me to return the sample.  I told her I would not drive all the back to Newport Beach, instead the office could send me a return label & I'd gladly return it by mail.  I then hung up.  The next day I received a phone call from [redacted] the aesthitician, asking what was going on. I explained to her what [redacted] had done & that I did not want to give my business to a business with unethical practices. She explained that she could finish the skin treatments at my home if I wished because she lived in Huntington Beach as she only works a day or so out of Dr. [redacted]'s office. . I told her I'd consider that as I did like her work. At no time did [redacted] ever tell me that there was anything locked up in the office. In fact, she wrote me a prescription for the skin bleach (Kojic HP for $75 as you can see on the receipt) saying she was allowed to write it. She did not tell me that the Latisse required a prescription, but regardless, that doesn't excuse the unethical practice & deception of selling me a sample. So here I am with $315 worth of beauty products that I purchased from this office that was to go with the series of skin peels that I had to cancel due to their unethical practices. I want this doctor's office to be fined, or have a bad mark so that consumers know that they've done this.  I want Dr. [redacted] to know what his office manager is doing under his business license & his professional reputation, if he's not a part of this unethical sales going on in his office.  However, he may be a part of this as my payment was made by credit card.  Finally, I want you to know that my friend is a friend of [redacted]. Told [redacted] that I was looking to get rid of some skin blemishes on my face because she knew [redacted] worked for a plastic surgeon. [redacted] requested my phone number from her.  [redacted] is the one that reached out to me by text.  In her text she told me to text her, which is why 99% of our correspondence was through text messages.  I trusted that I would be treated well as a patient & consumer, not only because of the location of the office, but because I trusted [redacted] would be professional with someone her friend referred.
 
Regards,
[redacted]

Review: On 3/8/14 I went in to this office to have an Esthetician evaluate my skin. After receiving a complementary skin peel I purchased a series of skin peels, skin care products, and Latisse for my eyelashes, totaling over $800. Later that evening when it was time to do my prescribed nightly skincare regimine. I retrieved the Latisse box from the bag, which was when I noticed at the top of it was printed, "PROFESSIONAL SAMPLE - Not for Retail Sale". When I contacted the employee by text asking if she forgot to put my Latisse purchase in my bag as I only have the sample, she replied saying that "PROFESSIONAL SAMPLE - Not for Retail Sale" was printed on all of the boxes the office orders & not to worry about it as it was legit. I informed her I'd call the company to ask if that was tree & she insisted I do. I spoke to the company, [redacted] (800)433-8871 & was informed that box should have not been sold & that it was a sample, & I should've gotten one of their boxes without that print on it. I contacted the office rep again thru text message & she told me the company wasn't correct. I called [redacted] saying the Dr's office is standing strong saying all of their boxes have that written on it & are for retail sale. [redacted] said they'd notify their district sales rep & their legal department of what was occurring. I called the Dr's office explaining that I do not want to do business with them as they are deceptive & not honest & wanted a refund of all services not used & of the Latisse. She collected my credit card info to process it, however, after she said she'd need to consult with the Estetician as to whether it would be granted. I explained that my services were paid to the doctor's office & that's the heading on my invoice. I spoke w/the office again on 3/12/14 & got the runaround again. But now they're saying they have the box I purchased at the office for me to pick up. Again, I don't want to do business with this office. I want this office to give me a refund.Desired Settlement: Give me a full refund. I'm also looking into possible legal action for them selling customers products, but placing samples in the bag instead.

Business

Response:

On Saturday March 81

h, 2014 we had the pleasure to meet with a new client referred by

the name of [redacted]. She was scheduled to meet with our aesthetic ian for a skin

care consultation and if interested proceeding with a skin care treatment. She was in the

office for over two hours, given a thorough consultation by our aesthetician and myself.

She proceeded with a purchase of a series of treatments and was given a complimentary

treatment in addition. Also, she purchased the recommended home care skin care

products, and if done so all on the same day she would be given a 20% off discount of

the entire purchase. I received a message by the client a couple days later inquiring about

one of the products she purchased (Latisse). It appears that there was a misunderstanding

and the client thought she had purchased a sample, which is actually a gift from our office

to the patient. In addition, she signed a consent since it's a prescription and was given

directions on how to use of it. The sample is exactly the same product and same quantity

and lasts for approximately 4 weeks. We were out of stock and gave her a full size sample

so that she may get started right away and be able to give her a 20% off discount if she

purchased the products as a first time client.

Once I realized that there might be a misunderstanding, I replied to the client to contact

our office or my mobile number after business hours so that I can clarify it, and that

texting can be confusing. At the time when the client called back, I explained to her that

our office is not typically open on Saturdays and the regular product she purchased was

kept in a locked cabinet by the other office manager that does not work on weekends. I

tried letting her know that we can either ship it to her, she can come by the office at

anytime or pick it up at her next visit scheduled on March 22nd. She replied that she

wanted to obtain a refund for the series of treatments and the Latisse product. I mentioned

that it would not be a problem and I wouid inform our aesthetician so that she is aware as

routine protocol in our practice since she was cancelling her future treatments. I obtained

her credit card number and made the refund the following day after making contact with

our aesthetician, so that we may update her patient file. I have also mailed a copy of the

refunded receipt to the address provided by the client.

I have included an order form signed by Dr. Wardle that states that we do not sell samples,

we give them as gifts to our patients and our sales representative by [redacted] can confirm it. Her direct mobile number is ###-###-#### and would be more

than happy to speak with you if necessary.

Our most important thing to our practice is patient satisfaction and we have a great

reputation for making it a priority.

Please feel free to contact our office at ###-###-#### between the hours of 8:30-4:30

Monday thru Friday should you have any questions or need additional information.

Thanks for your help in this matter. Have a wonderful day.

Sincerely,[redacted]

Practice Manager for [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[redacted], the Office Manager who replied to the Revdex.com complaint is the person I dealt with in this complaint. She is not being truthful, which tells me this is something she more than likely has done before to other clients. I've attached screen shots of the text messages she sent me. I also attached a copy of the receipt which clearly shows that she sold me the Latisse. In the text messages she sent me when I asked about the Latisse box she put into my bag saying it had, "Professional Sample - Not for Retail Sale" (I even sent a picture of the box showing it) . I text her, "...the Latise I got is a sample bottle which isn't supposed to be sold, were you supposed to put the 1 I paid for in my bag?" She replies, "It's good lovely. Disregard the sample comment. They all say that, from the ones we ordered. It's legit promise." I reply, "U positive cuz the ones my friends have don't say that & their box is diff. I'll call the company & dub check. I'm not comfortable paying $120 for something that says sample on it, as well as knowing companies have told my mom if she sells their samples she'll be in trouble. She continues to tell me, "I'm positive lovely! Don't worry. If u actually like it, I will get a new order soon and I will ask for a complimentary one for u too. I gotcha girl! I get free ones from time to time and I will save one for u which will count for 2 for the price of 1". The following day I contact [redacted] (###-###-####) & spoke with [redacted] who said that the office who sold me the product misled me because their retail boxes do not say "Professional Sample - Not for Retail Sale". I was very upset how unethical this doctor's office was as well as the fact that I was ripped off & deceived that I called the office, but there was only a voicemail that didn't allow any messages. I sent [redacted] a text that I wanted a refund & did not want any affiliation with the office as I spoke w/[redacted] who contradicted what she told me regarding her selling me a product that said sample on it. [redacted] sent me a text message saying "I apologize that they told you such. We all purchase Latisse from Dr. [redacted] in this office, so all 4 doctors get a volume discount. Feel free to have them verify such if you would like. It's the way they all work together on fillers/Latisse which is owned by [redacted]. I think by text might confuse this for you so just call me. Also, I have a box saved with [redacted] for you for Sat 3/22. I mentioned I was getting you 2. Sorry that the info provided to you might have misinformed you". I then called [redacted] back to speak with [redacted] again & read the text message to her. [redacted] was appalled & said that their company did not do volume discounts. At this point she asked for the doctor office's information which I provided. She also noted Dr. [redacted] that [redacted] mentioned & said she was expediting a report regarding the sales of the sample to the district sales rep and their legal department. She again stood by the fact that the box I purchased should not be a box that said sample on it and that the sample boxes are for the doctors to use as samples. I reached out to Dr. [redacted]'s office again and again could not get through so I sent [redacted] a text demanding a refund. She immediately called me & tried to explain that the Latisse I received was the exact same as well as the same size. I was so offended that I told her of course it was the same exact product, it's a sample. However, the office should have never sold me a sample. She went around in circles trying to convince me that I was misinformed by [redacted], but I wasn't buying it. I informed her that I would be reporting this to the Revdex.com. She laughed & said that she reads all the mail & that she would be responding to the complaint and wanted me to return the sample. I told her I would not drive all the back to Newport Beach, instead the office could send me a return label & I'd gladly return it by mail. I then hung up. The next day I received a phone call from [redacted] the aesthitician, asking what was going on. I explained to her what [redacted] had done & that I did not want to give my business to a business with unethical practices. She explained that she could finish the skin treatments at my home if I wished because she lived in Huntington Beach as she only works a day or so out of Dr. [redacted]'s office. . I told her I'd consider that as I did like her work. At no time did [redacted] ever tell me that there was anything locked up in the office. In fact, she wrote me a prescription for the skin bleach (Kojic HP for $75 as you can see on the receipt) saying she was allowed to write it. She did not tell me that the Latisse required a prescription, but regardless, that doesn't excuse the unethical practice & deception of selling me a sample. So here I am with $315 worth of beauty products that I purchased from this office that was to go with the series of skin peels that I had to cancel due to their unethical practices. I want this doctor's office to be fined, or have a bad mark so that consumers know that they've done this. I want Dr. [redacted] to know what his office manager is doing under his business license & his professional reputation, if he's not a part of this unethical sales going on in his office. However, he may be a part of this as my payment was made by credit card. Finally, I want you to know that my friend is a friend of [redacted]. Told [redacted] that I was looking to get rid of some skin blemishes on my face because she knew [redacted] worked for a plastic surgeon. [redacted] requested my phone number from her. [redacted] is the one that reached out to me by text. In her text she told me to text her, which is why 99% of our correspondence was through text messages. I trusted that I would be treated well as a patient & consumer, not only because of the location of the office, but because I trusted [redacted] would be professional with someone her friend referred.

Regards,