Beauty studio  

Had a lovely back massage and microdermabrasion facial with sheba and was fantastic will be back , many thanks 😊

This clinic has very bad customer service. The manager is awful, she is rude, lies and makes up things. I have had 2x 5 facial packages sold to me supposedly at ‘discounted rate’ which was still very expensive. I wish I never booked my second package. Once they get your money, they treat you really badly, especially the Manager. She can be abusive and very threatening. She reduced my appointments despite me confirming how many I had left as I noted them. On one occassion I turned up at my scheduled appointment she told me I didn’t have an appointment and locked the door on me. I think they were getting investigated and didn’t want to let me in. I showed her my text confirming my appointment but she still refused to accept it. I had to take time off and pay for parking and travel there but of course she was not bothered. She bullied me with her behaviour reducing my number of appointments and when I challenged her she was very rude and said ‘we don’t need your business’ when I refused to buy a further package. They also take £60 if you are unwell and unable to make it but it’s ok if they want to change your appointment drop of a hat at short notice with no regard for your plan. They tell you, you will not loose it but fail to keep a proper record so you never actually get your appointment which is a loss of almost £100. The therapist also used a gel on my face which burnt my skin, there was no sympathy or apology or any free treatment for causing me distress. They have called several times since my last appointment to re book but I would never use them again. I have never experienced such bad customer service, please don’t waste your money.

RESPONSE TO MY REVIEW. I am sorry but your response is totally inaccurate. I have not had the number of appointments you claim I have had and neither did I have skin tightening or turn up at closing time, it was at my scheduled time, I am not that stupid to turn up at your closing time. You are quick to take £60 of clients but no compensation when you turn them away because you have failed to inform them in advance you are cancelling their appointment. Please take accountability and be honest with your responses. Not sure how you are still in business with zero care for people who keep your staff in employment & business running.

Doesn’t even deserve one star. Avoid this clinic at all costs. I can see they are telling people to look at the positive reviews on Treatwell. Im pretty sure every positive review is a fake or been incentivised to post lies. Only the terrible reviews on this website are the only true reflections of the experience I have had at the Aura Lothian road Edinburgh clinic. The staff use extremely hard sales pitches and try to intimidate and manipulate clients into paying for “one off deals” by manipulating the booking system to avoid “head office” catching them “helping you” as if they’re doing you a favour. It’s a huge scam, and seem to make it up charges as they go. They have zero respect for customers. I feel bad for anyone who has felt unable stand their ground due to their tactics, and agreed to pay money just to end the interrogation. It’s disgusting behaviour on their part. On top of the lies, gaslighting and intimidation tactics you can expect at the front desk, the clinic is FILTHY, severely unhygienic and has a strong mouldy fake tan smell at reception. I imagine anyone who returns has been refused a refund so are risking it. I’m embarrassed I wasted even 5 minutes of my time there. Needless to say, money WASTED too. Also, it’s really dodgy they have never answered to phone but will call you back immediately (within literally 1 second) on an unknown number. Why? To avoid “head office” again? It’s weird.

Response to Aura clinic: I am a genuine customer, and this is my first review. It’s not surprising at all you’re trying to boil all bad reviews down to one person from your previous responses, as if you haven’t had multiple people experiencing the same standard of service. Maybe focus your energy on fixing the recurring issues people are bringing up, rather than looking for excuses. People would happily return if it’s a good quality service, and you wouldn’t leave anyone feeling scammed like most people on here have experienced. Treatwell may be verified, but doesn’t stop you marking clients as no shows to stop them being able to leave reviews, so where else to leave a review to warn others if not here? You’ve not even a pin on Google until a few days ago and today marked as permanently closed there too. Strange behaviour for a business seeking genuine feedback.

DO NOT GIVE YOUR MONEY THIS COMPANY! Will very quickly take your money WITHOUT telling you that it’s not refundable if any type of ‘discounted price’ eg first time customer discount only way to find this out is when you ask for a refund. A very distressing situation to not tell someone this when spending hundreds of pounds tell you to put things in writing on their website but will never email you back (likely so there’s no proof of them saying anything in writing) tell you head office will contact you they do not just same girl again they will tell you lies and do anything to keep your money even when it’s not right. Will offer a voucher as if it’s a favour but unsure why you’d want to return to a practice after a dispute and wouldn’t want to give it to anyone to put them through same thing as every other reviews are saying. I booked through Treatwell and seemed to have good reviews was shocked to realise all trust pilot reviews is exactly what happened to me. Have made Treatwell aware as put as ‘no show for appointment’ so not able to review sure they will gaslight me like they have with other reviewers hope that someone does not have to go through this again. Made citizen advice and consumer Scotland aware of the clinic and the malpractice of not advising clients verbally of the no refund policy when taking high sums of money.

Edit after reply: I have not written any other reviews I only have one email so therefore unsure how else I could make further accounts? There is obviously many people you a treating this way and are having to revert to trust pilot to share their experiences. The only this negatively impacting your clients is how you choose to run your business, could I please be made aware of the ‘customer service number’ as I have only been permitted to speak directly over the phone with the practice on 01316050217 as I would very much still like my refund if you are genuinely offering it.

Edit #2 (3 months after my appointment): NOT GIVEN REFUND AS WRITTEN IN RESPONSE! Will be furthering this dispute as the business cannot keeping running this way it is malpractice. Unsure why the name is now coming under ‘beauty studio’ and not ‘Aura laser and skin clinic 130 Lothian Road’

Scammers avoid this clinic !!!!
I applied for job there , and they never even paid me for my job , very rude , no professional and 0 custumer service! Never seen clinic like this in my life! + they choose how much you need to pay them by looking at you how much possibly money you have.. all they care is to sell as much they can , and they don’t care about the clients!!!

Avoid this company! They are scamming customers and forging signatures. They have stolen my money and from the other reviews have done it multiple times. I have spoken with the police and reported this company for identity theft and running a scam operation.

Edit I leave an honest review and this is the response I get. If this company is 5 stars like they claim why have so many customers complained about the same issue. They reply to everyone using the same message. They are scammers and have been reported to the police and should have their business license revoked. They are dishonest, disrespectful and should be shut down immediately.

This company is refusing to refund me for a prepaid appointment that I never had. When I raised a visa dispute with my bank, they provided a fake receipt with my forged signature, claiming that I had the appointment previously. I sent a formal complaint and was met with abuse, accusations of causing a disturbance and threatened with the police. THIS VENUE IS CONNING PEOPLE AND COMMITTING FRAUD. Avoid at all costs! I have contacted the police and plan to take my complaint all the way.

Update: The below reply from Aura is an example of the gaslighting mentioned by previous cheated customers. A complete and utter pack of lies. This company has been reported to trading standards and I have a police meeting tomorrow following MY complaint, not a complaint from the clinic. Avoid this company at all costs!

Avoid at all costs. Management have zero respect to customers and threaten to call the police if you dare to have a voice and complain about poor service levels which you have every right to as a paying customer. I believe this is called gaslighting and this clinic is known for it. I have seen reviews from other customers who have noted that the clinic threatened to leave bad reviews about their businesses just because they dared to complain which is borderline illegal and unethical to say the least. The clinic had so many bad reviews on Google from unhappy customers that they removed their pin from Google maps so that future customers don’t see them when they google their name. Trust me, there are far better clinics out there in Edinburgh and you will be doing yourself a favour by taking your hard earned cash somewhere where you are actually valued as a customer.

Update: the response from the clinic below is delulu and they are clearly getting confused between the many unhappy customers that they have upset. I don’t have a husband nor have I ever cancelled a treatment or threatened the staff. This is my first review about this clinic and they are clearly not happy about it and even flagged this with the team at Trustpilot in the bid to get this removed like they did with their Google pin. Their response just proves my point about the threatening tactics this clinic employs which is to blame the customer for everything which is wrong. If you have so many bad reviews from unhappy customers, you should be taking a hard look at yourselves instead of trying to silence the customers.

I reported the clinics reply to Trustpilot as it is false, threatening and confusing me with another customer. Leave genuine customers alone who have every right to submit a review online about their experiences. I will make sure to feed this behaviour back to Trustpilot which just reinforces my point about this clinic trying to silence customers with threatening tactics.

Less than one star!! The treatment room was absolutely appallingly dirty. Full of grime and empty package and sweet wrappers and spilt products. Awful. When I complained I was given horrendous customer service from a patronising women thanking me for calling after doing absolutely nothing about my awful recent experience. I cannot believe places survive like this, I will be contacting the health organising with the evidence I have!

Worst customer service I've ever received in my whole life that I have to write this review. They called me less than 24 hours to reschedule my appointment time earlier (no reason given at all). I said I have a prior appointment so I might not make it but I proceeded as I really need to have the treatment on the scheduled day thinking I will be late for a few minutes. But the prior appointment ran over so I have to cancel which will not happen if my original booked time has proceeded. The woman rudely answered that I should have cancelled the day before like it's my fault! Then I said I will just reschedule to the latest available weekend then she said it's their last day opening on weekends and only have time off on weekends. No consideration was being given to me at all like it's my fault! So when I tried to reschedule it on my next weekday annual leave, I called multiple times and I was being told that they will call me back and no calls were returned. I wrote a negative review in Treatwell that's when they bombarded me with calls then responding there that I did not give them the chance to reschedule. They should have been the one more understanding because they are the first one who cancelled on me now it costs me to book another facial on another clinic. They should have even offered a refund at that point because rescheduling on my part will be no use for me as I really need the treatment that day. I just would not want to waste my money so I am trying to reschedule. But they're not even apologetic at all.

Please avoid this clinic. Absolutely atrocious behaviour and customer service. Firstly, it took months for me to book in as my appointments were constantly cancelled or the woman’s ‘system was down’, after finally booking in I get told my ‘vouchers expired’. I had no voucher, I had a fully paid block of sessions which had no expiry date. I eventually got booked in, they were running late and when I asked for the time whilst laying waiting for my session to start, I got told to “stop moaning”. I was then told to get up and run and go extend my car parking, I refused to do this and I was then told to leave. The behaviour was absolutely disgusting. I’ve also been called constantly in the past pushing me to pay for more sessions and pay for treatments I repeatedly said I did not need/want.
My last treatment ended up being only 30 mins rather than 1 hour, I was offered a free express treatment but they never called me to follow up.
Absolutely horrifying to be told to stop moaning, especially after spending hundreds of pounds in treatments, traveling from far and paying for car parking. Not to mention I was laying waiting for treatment for almost 20 mins and told to get up and leave just because I asked for the time.

Edit: just received a call after this review was seen to be told to take my review down, was then threatened and she has now left reviews under fake names on my workplace which are all fabricated, it is completely inappropriate. Highly disappointed in this phone call to start of with an apology from the admin woman, to then being threatened and having false reviews of me online.

Avoid this clinic at all costs, Don’t waste your time or money, plenty of better clinics out there!

This “clinic” owes me £277 and like the comments below, I cannot get it back. I’m about to start legal proceedings and based on the volume of similar reviews, this business clearly doesn’t care about customers or reputation.

Please please avoid booking your treatments with this clinic based in Lothian Road, Edinburgh. Very rude and unprofessional. They refused to refund me when I had to cancel on the day. I was truly unwell with flu symptoms and they didn’t care and blabbed on about being their policy so can’t refund no matter what the excuse. They wanted proof from Dr that I am unwell and then they would MAYBE reconsider. I said fine I’ll just come for the treatment since you think I’m a liar. They threatened to call the police if I come to the clinic.
I understand why they have cancellation policies but they should have a lay way for those who genuinely can’t make it due to health issues. They are ripping off people with these pathetic policies and that it’s automatically generated and no way round it. Yeh right! I had thought I did good by informing them and saved them from being infected by the viral but I guess not. So people the lesson here is if you booked with them and become sick you should still go for your treatment because you won’t get your money back.

If I could have given zero stars I would have. My eyes became incredibly dry after one laser treatment to my face so I didn’t want to proceed with the 2nd one I had paid for. I was told I could use the credit to book a different service. I called 11 months later and was told there was no expiry of this credit. When I called a few months later I was told this credit had expired!
The following week I was then gifted a 60 min massage with this clinic from itison. When I called to try to book it I was told no such massage option existed and I should contact itison to get a refund. After saying I couldn’t contact itison as it was a gift and suggested they should contact itison themselves to remove this offer which didn’t exist I was accused of being ‘aggressive’. When I asked if they could explain how I was being aggressive they then said they were ending the call and would not be booking a massage. I felt so upset and shaken being spoken to like this and accused of things that were not true. Atrocious customer service and they really should not be in business. Please avoid this company at all costs

All they care about is money. Hard sales techniques and confrontational when resisted. I have been told not to return because I dared have an opinion. I’m not the only customer told not to return, and we’re still due for prepaid treatments that they refuse to carry out.They’ve already been sued. Their treatment of customers is beyond belief. Both of them seem to forget the client gives them a living. For goodness sake stay clear or lose out.

Spa services are very poor and unprofessional. Staff members are rude. I paid £1,250 for 5 sessions of facials and laser for the legs. I only had one session when the staff incessantly cancelled my bookings multiple times and after I sent a mail and asked for a refund, they tried to pacify me, I went for my 2nd session and ended up with a scar on my face. 3rd session, I came some minutes late and I was told to pay £60 and on trying to find out why, the manager threw my bag and phone outside on the floor in the rain, opened the door and told me to walk out while I was still confused on what was happening, she called the police.

I sent a 2nd mail for refund and invited me to talk it over with the manager. This time I went with a friend who witnessed how rude the staff was and on arrival to talk about my refund, they called the police on me and my friend.

I felt bullied, harassed and ill treated especially because I am a woman of colour. Till now they have not refunded that I should gift out over £800 remaining of the money I paid for their services.

How can I gift out such a place to my loved one? Terrible!

If you love yourself and your skin I don't recommend this place for you!

I am a fully dissatisfied customer and I have witnesses to this event.