Verified Company
Leaving SO frustrated.
I found this place on Google after extensive research for good laser hair removal using the Soprano Titanium machine. I got in touch with the team beforehand and they seemed very attentive, answering all my questions.
I booked an appointment, completed the questionnaire, and even though I wasn’t going to be able to do the face treatment, I clearly confirmed that I still wanted to go ahead with the rest.
They arranged an appointment for 18:00 today (Sunday). Bearing in mind that I live very far away, I had to organise childcare and make a long trip to get there.
When I arrived, there was a man there renting another space who was far from polite. I literally sat on the stairs for 20 minutes with nobody there. I texted and called multiple times with no answer, and eventually decided to leave.
Only afterwards did someone finally call me saying that I “did not confirm” the appointment, despite there being multiple messages from me confirming that I would attend.
The whole experience was a complete mess: poor management, miscommunication, and extremely unprofessional. I’m very annoyed that my time was wasted. After now reading the latest reviews, I can completely relate to the comments about the disorganisation.
I have never seen such a dismissive owner in my life. She refused to partially refund me after paying thousands for a treatment that got me nowhere. It made my hairs corse and worse than when I first started. Practitioner would forget to cover all areas of the body and face. Gel was left everywhere to sit on and to freeze in and I was forced to remove it myself. Practitioners vaping in clinic rooms before sessions. No remorse, no sympathy for a client that has been with them for years despite the payments they kept taking after continuously vocalising that I was not satisfied with the progress.Horrible experience.
Don’t bother coming here, it’s based on greed.
I agreed on a total price of £1203.30 for my package, which included full body, face, and neck treatments. This price included a 60% promotion that was available at the time, as well as an additional 10% discount through a friend’s referral. The main reason I chose this clinic was because of this offer and the agreed price.
I only paid a ÂŁ25 deposit at the beginning. Then I paid ÂŁ306 for my first instalment and ÂŁ345.67 for my second instalment. Based on this, the remaining balance should be around ÂŁ539 . However, I was told that I still owe ÂŁ1500 , and at one point they even mentioned a total of over ÂŁ2000 . This makes no sense and is very concerning.
At first, they said there had been a misunderstanding and that one of their employees made a calculation mistake. I didn’t argue at the time. However, after a long time, I called again to confirm how much I had left to pay, as I believed I only had few more sessions remaining.
My package includes six sessions in total. So far, I have only had two sessions — full body twice and face & neck twice. Based on this, it is unclear how my remaining balance could suddenly increase to £1500 .
When I called, I was told that this is what shows in their system and that I would receive a response. However, they did not properly follow up and only asked me to communicate via email. I explained that I was worried and wanted clarification, as I started this package based on my budget. Being told I owe around ÂŁ2000 or more is extremely stressful and unacceptable.
During one of the calls, when I mentioned that I will leave a Google review, the representative laughed and hung up the phone. This behaviour was very unprofessional and disrespectful.
Overall, I am extremely disappointed with the customer service. The constant changes in pricing, lack of clear explanation, and dismissive attitude are unacceptable. This situation feels very misleading, and I would strongly advise others to be cautious before trusting this clinic.
Sam and Nadia are incredibly welcoming and helpful. I had a wonderful experience and I would highly recommend Tamara and Skin Masters UK to others.
Reply from Skin Master Beauty UK
2023.06.03
Hi Ryan, I'm thrilled to hear that you had an incredibly welcoming and helpful experience with the staff at Skin Masters UK! It's wonderful when the staff goes above and beyond to make clients feel comfortable and supported, we now have a limited refer friend scheme where you can get FREE unlimited treatments, check it out https://skinmasterbeauty.co.uk/rewards/
I am honestly relieved that this experience is finally over.
This hair removal company is extremely disorganised. My appointments were cancelled at least five times, often at the last minute or the night before. Each time, I was only offered weekday afternoon slots to reschedule. Responses were slow, and I usually had to chase them to get any reply.
Weekday appointments after 6pm were always pushed one to two months later, and weekend slots were almost impossible to get. There is no online booking system—every booking involved endless back-and-forth just to check availability, and even then, appointments were still cancelled.
After one cancellation the night before, I finally raised all the booking issues and asked for a refund. A few hours later, I was suddenly told the appointment could still go ahead. That alone shows how poorly managed everything is.
Payment records were a mess as well. They didn’t even know how much I had paid, and staff asked me to tell them my own payment history. After countless issues, I requested a refund, but the owner refused. I did lose some money, but at least I gained peace by walking away.
Overall, this experience felt dishonest and driven by greed rather than genuine customer care. I’m just glad it’s over.