Milan Laser Hair Removal — Local services in New York

UPDATE: I want to take a moment to sincerely thank Milan Laser for how they handled my recent concerns. After I shared my experience, the team reached out to me directly, listened attentively, and took thoughtful steps to make things right. They not only reassured me that the scheduling issues I encountered would be addressed but also mentioned their consideration of opening a location in New Jersey to better serve clients like myself who travel from out of state.

Their response showed me that Milan truly cares about customer satisfaction and long-term trust. I genuinely appreciate the effort they put in to ensure I felt heard and valued. It's clear they stand by their commitment to quality service and customer care.

Thank you, Milan, for restoring my confidence in your brand.

OLD:

I’ve been a loyal client of Milan Laser Hair Removal for several years, starting at their Lansing, Michigan location and continuing at the Middletown, New York location after moving back to New Jersey. While the service has generally been satisfactory, recent experiences have been extremely disappointing.

In the past year or so, I’ve faced multiple last-minute cancellations, including this most recent one just 45 minutes before my appointment. I waited 6 months for this appointment just to get cancelled on last minute. This is incredibly inconvenient since I travel from New Jersey and could have easily been on the road, paying tolls and wasting time.

It’s not just a one-off; it’s become a recurring issue, which is extremely unprofessional for a service that I’ve invested thousands of dollars in. With a lifetime warranty and appointments only every six months or so, I expect better reliability and communication. Milan really needs to address this scheduling problem to maintain the trust of their...

When I called today to cancel an upcoming appointment and confirm my next appointment would be in March, I was told there was a “misunderstanding” and no record of a March appointment. Not the first time this has happened at the Chelsea location. I mentioned April 5 as my next appointment (which I had on my calendar and specifically requested off work) but was then told it was moved to April 12, Passover. I asked when that appointment change would be communicated to me and was told in person at your next appointment. What??

Even worse, my last appointment in December was delayed by over an hour because the clinical manager Kiyana was running late, and the nurse couldn't start my treatment without her on-site. I purchased additional body areas with Kiyana but have still not received those services, so I requested a refund. Kiyana told me her supervisor, whose name she was not allowed to disclose, would get back to me by EOB. When that didn't happen, I sent an email and was told verbatim, "I do see an escalation was sent; however, we can't guarantee when someone will reach out to you."

This location is overselling services it is clearly not equipped to provide. They book months in advance, and even if you schedule proactively, they immediately change the appointment date without any notification or...

I have been coming to Milan for years and I was excited to try the nyc studio. However, I am so disappointed in my session today. when I got home I was covered in burn marks over the area treated. I feel so gaslit because the nurse assured me during my session after me saying “OW, can you lower it” the pain was from me not having been in a while (Even though we are literally told not to come over the summer because of sun exposure). Instead of lowering the setting, she just raised the freezing setting. In all my years of doing laser hair removal, I have never received burn marks before. When I called the studio to describe my symptoms, the nurse said that she knew that would “might’ve been a possibility with the high setting that was was on.” So why didn’t you lower it after me verbally telling you “OW can you lower it?!” It would have been nice to know that because I would have told her to stop all together bc she refused to turn the setting down. I would not recommend coming here. This was a terrible experience and now I have red dots from being burnt all over.

11/26 update

The customer service rep who handled this case was kind and understanding and offered a full refund. I won't be returning to Milan, but I appreciated this kind response...