Skin Laundry - Newbury Street — Local services in Boston

I have been a customer at this Newbury St location for the past 6 months and have received extraordinary customer service from both the RNs and front desk staff throughout every service I've received in the past. Desola is amazing. She explains the treatments prior to, tests out the lasers on a specific area to ensure comfortability and she always goes over the home after care steps with you at the end of each treatment. Working with her within the past 6 months has been so rewarding as I have had a significant reduction in my hyperpigmentation which has been a huge confidence booster! Today however was my first experience with front desk personnel that was unacceptable and unprofessional. There seemed to be a misunderstanding regarding how to enter my treatment upon checkout. I have gotten the same treatment over the past 6 months and Jihan has checked me out with this service in the past. For some reason today she seemed to not know how to check me out and she quickly became frustrated while speaking with me as I asked questions and attempted to provide clarity regarding the service. I asked her why she was becoming frustrated as I was just trying to come to a common ground and understanding. I suggested maybe calling another staff member to assist. She took this as an offense and stated "we work the same position so I don't need them." I said to her she has checked me out in the past with this service so I'm unsure why it's an issue today. She states yes she knows my history of going there for a while. While keeping my composure still asking questions as I'm puzzled and confused, she becomes even more irate, throws her hands up and yells while becoming emotional and says "I don't have to take this, I'm PREGNANT!" She proceeds to storm to the back of the store and SLAMS the door for me, and all additional customers to hear. I stand there calmly as I just couldn't understand why she became so upset unnecessarily. I checked out with another staff member and left. While my service with Desola was 5 stars as always, the customer service at the front desk today with Jihan was not. I remember even asking her prior to her storming off why was she becoming frustrated with me as the customer and she stated because I was being rude when in fact I was not and she was the entire time. I do not appreciate this type of treatment as I know it would not have been tolerated had I acted this way at your establishment. For me to be a devoted member for the past 6 months especially, this should have never happened. It should also be noted that I have also referred others to this location who have become regular members now themselves. I would never want them to go though this. Her inability to maintain her composure when working through situations is not good for client retention and not a good reflection of your 5 star establishment. It is my hope that this is incident is dealt with accordingly and no other customer has to experience this.

UPDATE 11/14 Nothing has been done to rectify this situation. I was contacted by the manager AFTER I had to call to follow-up regarding this matter 4 days later when I still hadn't received a call nor response to my email. I was then asked to edit the name of staff involved and was told their apologies. No complimentary treatment, Nothing! No regard for what I endured. Lost a devoted customer....

They will scam you, just like every other recurring payment company. I was a loyal customer for over a year--add-on's, tips, retail purchases, you name it. I requested a 3 month account freeze while I was out of the country. The woman at the front desk said no problem, taken care of. Call us when you want to book again. Great. Returned to $1000 charged to my card during that time. Fought over email with the account people. Finally had to call in a favor from someone I know at the exec level at the company. I told them flat out, delete my account and membership I'm done. Now, 6 months after that ordeal guess what I find? Another $750 charged to my credit card without me knowing it for 3 months of payments on the membership I canceled 6 months prior. Instead of cancelling it permanently they just threw it on the 3 month hold I had requested 9 months prior. I'm now our just shy of $2k for 0 services.

I liked these guys a lot--I thought the system was a game changer. But like so many shady companies in the aesthetic industry they have unprofessional practices (you literally can't cancel your membership from the app--they make you call, and shocker--you don't have a written record of cancelling when you call via phone). Luckily I have our email exchange so I'm going to write a police report about it but eeeesh. Save your time and money and just go to someone with ethical billing practices. I was already half over them for asking for tips for medical staff (they're all RNs). HARD...

I want to gloat about how magically wonderful and spectacular my experience with Skin Laundry has been thus far. I have been coming to Skin Laundry since March 2023. I struggle with breakouts, even with a clean diet and robust skincare regimen to which I am religiously dedicated. I have found that the Hyaluronic Acid Serum, Vitamin A Serum, pH Balancing Toner, Renewing Eye Cream, and Wrinkle Release Facial Sheet Masks have driven the most change in my skin from a product perspective. From a treatment perspective, I love a Power Duo, I get one every 28 days or later depending on my schedule. I have noticed a visible and dramatic reduction in fine lines, pore size, profundity of icepick scarring, and the general smoothness of my skin. For a guy approaching 30, my skin is looking like I am 17 (minus the zits, LOL)! The staff is beyond words. They are compassionate, empathetic, kind, educational, relatable, honest, and hold themselves to a high standard, which is clear to all the clients. I have interacted with a gentleman and a young woman, both of whom have been nothing short of exceptionally kind and warm people with a wealth of information to share. I look forward to my monthly visits with impatience and excitement EVERY MONTH!! You guys have restored my confidence and self esteem!...