UPDATE: It's been weeks since this review and in that time, a fourth appointment was cancelled the night before. I posted that review which has since been deleted by LaserAway. Still no manager action. I’ve never written a public negative review before, and I’ve waited a week to post this one because I genuinely hoped LaserAway would have the opportunity to make things right first. Unfortunately, after three calls, multiple promises that a manager would call me back within 24–48 hours, a text message, and no response whatsoever, I’m not sure how else to get someone’s attention. First, the good: I’m very happy with the results of my treatments. I’ve had approximately six laser hair removal sessions and the difference is noticeable. The employees I’ve interacted with have also consistently been kind, courteous, and apologetic when issues arise. Unfortunately, the overall customer experience has become incredibly frustrating. LaserAway has now cancelled three of my appointments either the day before or the day of the appointment. The first time, I was told someone was out sick and they were short-staffed. Totally understandable. The second time, I was told the machine was broken. I rescheduled for several weeks later, only to have that appointment cancelled at the last minute too. Initially I was told it was another staffing issue, but when I called, I was told the machine was actually still broken. Last-minute cancellations are frustrating on their own, but the irony of LaserAway’s own cancellation policy makes this especially difficult to understand. Before one of these appointments, at 2:02 p.m. I received this text: “RESPONSE REQUIRED: This is LaserAway Denver confirming your appointment with us tomorrow at 4:30pm. Please reply Y to confirm or N to cancel by 3pm or it will be automatically cancelled.” That gave me 58 minutes to respond before a long-standing appointment would be automatically cancelled. For anyone with a job, meetings, or simply a life that doesn’t involve monitoring their phone every hour, that is an unreasonable expectation. Luckily, I happened to see the text and immediately confirmed—only for LaserAway to cancel the appointment themselves the next day. Rescheduling after each cancellation has also been extremely difficult. The location closest to me—and a major reason I purchased my package there—is consistently booked so far out that my options are often to wait roughly a month or travel to a much less convenient location. And when I do successfully have an appointment, I routinely wait 15–30 minutes past my scheduled time before being seen. What has ultimately prompted me to write this review, though, is the lack of follow-through afterward. I prepaid thousands of dollars for my treatment package. Since the most recent cancellation, I have called three separate times trying to speak with someone about these ongoing issues. Each time I’ve been told a manager will return my call within 24–48 hours. Not one person has called me back. I’ve also texted and received no response. No email, either. I consider myself a very understanding customer. Someone getting sick? It happens. A machine breaking? It happens. Running 15 minutes behind? It happens. But three last-minute cancellations, repeated scheduling difficulties, consistently late appointments, an extremely rigid confirmation policy for customers, and then three promised management callbacks that never happen is no longer an isolated inconvenience. It’s a pattern. I really wish the customer experience matched the quality of the treatments and the kindness of the employees, because I genuinely have been happy with both. But kindness only gets you so far when no one follows through or actually solves the problem. At this point, I’m genuinely considering driving to the location in person simply because I don’t know how else to reach someone who can help. If anyone from LaserAway management sees this, I would very much welcome your call.
LaserAway Denver Berkeley, 3926 Tennyson St 100, Denver, CO, 80212
