My family and I have been loyal customers of Kaya Clinic Mega Mall(Gurgaon) for 12 years. Back in 2005 my mother purchased a lifetime Laser Hair removal package which means I am eligible for 6 sessions+ free top ups for life.
As I live abroad I tend to book my top ups every two years and have been doing so for about 7 years now. I have already booked my ticket to Delhi for next week and whilst attempting to make an appointment two weeks ago, we were told I had never purchased a life time packet and that I was only eligible for 4 sessions in total. Unfortunately getting hold of a 12 year old bill to prove our purchase is proving tricky as the payment was made in cash - there seems to be no electronic evidence sent to us either.
Kaya’s system state the wrong details of our payments and amount of sessions, stating my four sittings was made from 2013-2015 but payment was made in 2005. This makes no sense?!
We’ve contacted everyone we could get hold of to look into the matter, but staff and customer care seem to be completely unresponsive and unhelpful.
We only got a response once we threatened to open a case and get our lawyer involved - but now they’ve gone all quiet again.
We’ve paid roughly 200, 000 for my treatment+ countless other treatments for my mother and this is how we get treated. Utterly appalling!
No one is looking into why my details in Kaya’s system is wrong and no one is willing to help.
Suchi