Laser Clinics Australia - Rouse Hill Town Centre

Wanted to move my appointment for spider vein removal to another day just because my skin was really damaged at the time. Tried calling on two different days for multiple times and left voice mails. Heard nothing, and the appointment was prepaid for aswell. Do not go here, they never answer there phone.

I have been trying to get in touch for last week, calling daily leaving vm nobody is calling me back inregards my appointment which is booked for tomorrow, what is the other way of getting in touch?
Also I don't get reminder send by email or msg about my appointments, another issue, its a hassle to get in touch with this place!

Never come here for a skin treatment. I had a worst experience today that I left the store hurt, angry and crying. I booked a microdermabrasion treatment and was really looking forward to it but the girl that was assigned to me was extremely unprofessional and immature. She had zero sense on skin! The way she was harshly moving her fingers across my face was painful, I had to stop her. She definitely had broken/ ruined my skin barrier by the attrocious scrubbing. Even my 7 year old daughter knows face is delicate and must not be scrubbed harshly and she was a trained professional, really? I was out within 15min. I told her the treatment takes 30min but she said it can be early. Just to add this was not my first time taking this treatment. I take it and really like the result. But this one was just throwing random product on my face and just wanting to finish the procedure so they can go home. I hate the experience, I hate myself and my skin now. Thanks for ruining it. I hope this message gets to the girl assigned to me and she should feel proud on making someone hurt so much and not doing there job because they wanted to finish their shift and go home or they were not interested. Really hate it

Worst experience ever I would say don’t go to this branch totally rip off I am using laser clinic from last 7 years but never had issue with other branches I went for full face laser treatment as usual they cover little bit under the face on neck area but after the treatment lady on reception charges me double as she mentioned it’s separate than face I am getting this treatment from last 7 years not a single branch charged me even after explaining she mentioned aww you are lucky they haven’t charge you instead of looking into system.don’t go this specific branch ever again

Really disappointed, I’ve ended up paying for prepaid treatments that have now expired so it’s wasted money. I’ve spent a lot of money at this branch and I tried to contact them to see if I could change the treatments for laser or products but they didn’t return my calls. I’ve since moved to Newcastle and I finally got to speak to someone who later messaged me saying there’s nothing they can do. It’s not how you should run a business or look after your clients.

I have been using the services here for two years now and I find the service wonderful and that the treatments work very well.

I purchased some pre-paid laser hair removal packages and a facial laser treatment, totaling over $600, on April 14th 2023. I had two treatments done and when I went back to book a third treatment on April 20th 2023, I was told that my pre-paid packages had expired 6 days earlier on April 14th, only 12 months from the date of purchase. I was shocked and told the girl that I was never told that there was a 12 month expiration date on the pre-paid packages. She said that it was in the customer contract that I signed on the day of purchase. I asked to speak to a manager and was told that no manager was there and that she would get a manager to contact me the following day.

The next day was Friday and no manager contacted me. I phoned and asked to speak to a manager and was told the same thing, that no manager was there and that she would get a manager to call me on Monday.

On Monday, no manager contacted me, so I phoned again and asked to speak to a manager. This time I was put through to Ash and I requested an extension on the time period to have my pre-paid treatments. She told me that she could only offer me one laser hair removal treatment "in good faith" and that I would have to forfeit the money for the other pre-paid treatments. She also said that the pre-paid treatments had "fallen off" the system and were no longer visible.

What I don't understand is how a business can take a person's hard-earned money in exchange for a service and put an expiration date on redeeming that service? The owner of the franchise has my money and has used it to support themselves without providing me with the service that I paid for. That's theft in my books!

I phoned the Department of Fair Trading and was told that I had grounds to submit a complaint, which I did, online. However, with a current 10 week waiting period before complaints are even being looked at, I doubt that anything will come of it. A very hard and very expensive lesson to learn on my part!

Something needs to be done about businesses ripping customers off in this way, as it was done when the expiry date on gift cards was extended to 3 years in 2018. All I'm asking is that the expiry date on the services that I have already paid for is extended so that I can redeem those services. In what world is that unreasonable?

The service here is really good and the girls are very kind! Felt very comfortable with my laser experience:)

I’ve been visiting Laser Clinic for a many months now. Absolutely love the service. My skin feels amazing all the time and I get loads of compliments. Thanks Sophie for making me feel beautiful once again.

Not recommended.

I have been a loyal customer of Laser Clinic Australia in Rouse Hill for around 4 years now. It’s a shame that doesn’t count for much. The franchisee is unwilling to assist their customers despite extenuating medical circumstances. I made a request to extend the expiry on prepaid laser treatments due to unforeseen medical reasons, which prevented me from attending further laser sessions until this resolved (ie for several months around the birth of my baby).

At the time of purchase, I indicated to staff that I was newly pregnant & didn’t know whether buying a package was the right option but I was advised not to worry because they would be able to extend my expiry until I could use the treatment around my pregnancy/breastfeeding. Since then, the laser clinic closed for some time due to COVID & by the time it reopened I had my medical concerns.

I find it very disappointing & unethical that they are now unwilling to operate with integrity & extend the expiry to accomodate for my medical circumstances. Especially after several staff members assured me on different occasions that they would be able to. I have indicated that I am happy to provide a medical letter to support my reasons for being unable to attend but they are not interested in this.

Not only this, but when I asked to speak to a manager so I could discuss the circumstances directly, I was advised that only head office could now extend any expiry dates. However, upon contacting head office, I was advised that extensions were at the discretion of the local franchise owner & was directed back to talk to the rouse hill team.

I honestly don’t know how they can justify taking someone’s money for a service & then keep their money without providing that service. It’s also strange how they seem prepared to lose loyal customers over something like this.

I had previously recommended this laser clinic to family & friends but will now instead advise people of my negative experience.

Amazing staff! Love the skin treatments. Get my micros here every few months and cannot recommend them enough!

Staff were super friendly and patient! Very clean facilities and not to mention helpful staff! Made the experience very enjoyable.

Thanks

The service is amazing at Rouse Hill and the ladies are all lovely! It is always a lovely experience each time I go in!

I had a Microdermabrasion treatment at Rouse hill. It’s amazing I’m very happy with the results and service.

I always get my microdermabrasion facials done here. Always great and friendly staff, always happy to give you great advice and address my skin concerns. Special shout out to Ash who is always great and helps me better understand my treatment and always encourages me to keep good daily skin care routines.

Super friendly staff, really professional service! The staff always make you feel super comfortable

I had to change my laser clinic to this one and so far been the worse decision I have made. Staff never answer your calls. Last time I got there (last month) on my period and I asked them If it’s possible to do everything except Brazilian and they said no you could’ve used tampon! And I told them no I can not use tampon, and they told me if we split it and do it another day you have to pay (I have already prepayed the session) for the Brazilian again! This is while I have done laser at another laser clinic and they didn’t ask me to pay again for something I have already payed and they had no problem to do my Brazilian the other day. So hard to find availability as well, if they are late to your appointment it’s okay (even if it’s 10 minutes or more) but if you are then they don’t accept you. In general not recommended.

Friendly and trustworthy staff. Very professional and efficient. Nice to go somewhere where they stick to a schedule and are accommodating.

This place is disgusting. My sister went to get her lips done, and the lady (don’t know her name) literally abused my sister. She came back home crying and regrets ever going there again!
The women who was doing my sisters lips was very aggressive to her, she was literally pulling her lips up and even tho my sister asked her why she’s pulling her lips up and that, she still didn’t stop and also had a very disrespectful attitude. She was like a bit of an older lady (wish we knew her name) but my sisters literally traumatised by just going to this place that has NO respect or nothing. Also she didn’t do a good job of it with the lip filler. Disrespectful putrid workers. Wow. Ughh

I visited Rouse Hill Laser Clinics today and Brittany did the laser treatment. Brittany is extremely thorough, gentle and very professional. She answered all my questions to my satisfaction.
My daughter was there earlier in the week and she had a fantastic experience as well. The ladies at the front desk gave her the right information and suggested the appropriate packages
Well done and keep up the good work Rouse Hill LCA team.