There are certainly times when a recommended treatment has undesirable effects and at these times the efforts and skill in reconciling the situation is crucial. It must be remembered that the customer needs to be open, communicative and cooperative. Unfortunately this is not always the case. Where treatments are supplied under prescription, refunds are not available, and in this we have our hands tied. We did in fact recommend another product in this case, and our only request was that the difference in price be made up ? effectively a refund. However such an approach was never likely to be considered appropriate and the impasse that followed is regrettable, and was entirely unavoidable. We pride ourselves on our customer care and support, but there are times when concerns and efforts do not elicit any response. After all efforts to reconcile have failed, we made an exception by giving the customer the refund she asked for, even if, our return policy was clearly stated. Despite all that, she was still unhappy. It?s unfortunate that confrontational encounters sometimes occur, and at such times reason is required. Should our customers reject our earnest efforts to help, there is little we can do. We do hope that other establishments which may be patronized by such individuals are equally patient as we are? or it may be a bad day for some.\r
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