Peaches Skin Care

came to us as a new client on August 30th, 2019. During her initial treatment she decided to purchase our largest package, the ultimate package which is valued at $***. We have a package contract stating that once purchased, packages have no refunds for reasons I will outline shortly. Following her first few treatments, of which there were 4 that we have in our system, *** contacted our operations director stating that she would like to speak with us about a refund. At this time we asked her why, tried to seek some more information about her reasons behind requesting the refund and kindly reminded her that we do not offer refunds on packages. We attempted to schedule her a facial with our owner who has treated all skin types over the course of 30 years; however, despite initially agreeing to the facial, *** ended up not following through with the scheduled facial. We did notice a bit more redness than normal in her second facial, but nothing so dramatic as to make us concerned that her skin was reacting abnormally to our process. Our products contain high-quality, natural ingredients that are fairly common across the natural skin care industry. Many of the bigger brands use significantly more damaging ingredients in their products than we do. *** did not state that she had any allergies during our initial consult and very likely did not have an allergic reaction during this process. We are not claiming that she 100% is not allergic to an ingredient in our skin care products mind you, just stating that it is unlikely given the nature of the treatment.

All conversations that our owner had with *** were positive and were intended to reassure her that her reactions were likely not allergic ones, but were normal side effects of starting a new skin care method. We never told her that she was not welcome nor did we say that she had a poor attitude. Quite the contrary, we offered her to essentially restart her package so that she would have the full value of the facials and also attempted to schedule her with our most seasoned expert and business owner to reassure her that our skin care process does work and is effective.

Our skin care regime is much more intense than most. We are results oriented and state that many times during the first appointment so clients are aware of what to expect. We do microdermabrasion during every facial and redness is to be expected, especially during the first few appointments while the skin is acclimating to the new process. Many clients are not used to a facial like ours because they have only received lighter facials up until that point. Because this is such a new process for their skin, we remind clients that they may experience things that their skin has not experienced before. This is part of removing a top layer of skin during the microdermabrasion process. Once the skin has acclimated, which can take up to 4 to 5 facials depending on the maladies we are treating on the person, the skin does calm and become more used to the treatment. It is then that the client truly starts to see results. Additionally, we always ask that clients do not use make-up, foundation, or other skin care treatments during their process with us as many of those things can cause undesired reactions with makeup being the most harmful. It is precisely for these reasons that we do have a package contract. The purpose is not to "hold client's money hostage" as *** is stating, but to help clients to follow through and see the results that we state during our initial consult. Much like joining a gym or working with a personal trainer, it is a bit unfair to blame being extremely sore following a workout on the process that lead to that feeling.

We can only control what is done in the facial, which is about 50% of the skin care process. What the client does at home, what they choose to wear on their skin while not in our salon, whether or not they follow our recommendations, how frequently they get facials with us, and how dedicated they are to improving their complexion all play a part and can cause adverse reactions. We do not have any control over what the clients do at home and have no way of knowing if *** was continuing to do many of the things we advise against. Using makeup after a facial can cause many of the things that *** describes; because the skin is so fresh, it is more susceptible to the harsh chemicals that are in those products.

As we told ***, we are more than willing to work with her and help her skin. Her facials do not expire, she can use the amount as a credit at our store, or she can gift them to others. If she was allergy tested and was found to truly be allergic to something in our products, we would be happy to review that as well.

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