6 reasons why you shouldn’t visit Estetica Singapore (Updated and resolved!)

Questionable selling practices, Mandarin-heavy service, and customer data privacy issues.

Update: This has been resolved with Estetica very pleasantly. The full original review is below the update which spans from March 20 – 25, 2018. Read on! 

March 20, 2018

I’m going to Korea in a week, so I decided to use my package with Estetica to clean up my face.

It’s been 5 months since I bought my package. Overall, I think the package has been fairly pricey to me plus the first encounter with Estetica was not great, but it’s undeniable that the effects have been good. My skin is clearer (I also stopped drinking as often as I did last year).

My scars from the pimple scare are still there, but I don’t feel super bad without concealer or makeup now. And the pimples that my therapists pop never scars.

Verdict? I might continue treatments with Estetica if my wallet allows it.

Estetica’s team read my blog 😱

But before my third treatment, account manager Vivian came up to me and asked to meet in a room. I knew something was up, probably with this blog. Oops.

She was pretty nervous but to her credit, everyone in Estetica Yishun was super nice to me despite the negative review! Plus I was going to have my facial after the meeting with her, so I felt worried.

The main takeaways from Vivian were:

  1. “Sorry, it’s Estetica’s mistake and we’ve reviewed all our mistakes.”
  2. “We read your blog and thought it was actually a balanced review.”
  3. “We’re hoping you can pull the post down, even though it’s your right to air your opinions.” (For this, management actually clarified that this was not what they wanted to communicate.)

Her response was totally reasonable! I was surprised that Estetica thought my review was balanced since I added all the reaction gifs just to make it a more engaging read.

I offered to unpublish the post and get a refund since I was worried it would get awkward. To Vivian’s credit she insisted I keep my package and it would be “very bad” of them to refund me over a bad review.

I was honest about the fact that I wasn’t sure what to do as well.

Truth is, I wrote the review hoping to be totally honest about my experience. But it’s not my intention to damage anyone’s career or reputation or business. Afterall, this blog isn’t monetized or read widely.

A refund would mean at least, my issue has been resolved. Taking down the post would be goodwill and a sign that the case is closed from me.

Deep down inside, I hoped for a resolution which would not require me to unpublish the post since my objective has always been to write the truth.

Vivian then said she’ll call the management to discuss further.

When I was done with my facial, we arranged a meeting with the management on Friday.

Kept thinking about that between Tuesday to Friday! I felt so stupid about posting a bad-ish review. And I thought they might sue me.

My reaction ranged between:

And:

I was a bit scared about the upcoming meeting, but I received a meeting confirmation call from one of their corporate office staff, Karen, who sounded a bit nervous and apologetic.


March 23, 2018

I met with the director of Estetica, Lim Ker Han, at the Yishun outlet. What happened next surprised me greatly!

After admittedly one or two sleepless nights wondering if Estetica would sue me for defamation or something, I turned up for my appointment with the management.

Throughout the meetings with the staff and the management, they’ve been nothing but non-defensive, courteous, and apologetic.

This was a very pleasant surprise especially after I was thinking of all sorts of doomsday scenarios.

Resolutions

I offered Han the chance to do a written line-by-line rebuttal of what I said since that’s only fair, but they declined. So, I’ll go through what Hans said to me here.

Here are the cons which might be misunderstandings or minor inconveniences:

1. The staff I’ve met thus far speak very little English.

Han told me that he wishes Estetica staff could speak all four languages in Singapore complete with Japanese and Korean chops. They do send staff to a four-week English language course, but to be reasonable it’s really hard to expect staff to be able to speak fluently. Some don’t speak English at all. “Please be patient with us,” he told me.

2. Even if you sign up for the trial promotion facial, you might end up being persuaded to buy an SGD7,800 package first without having the trial.

For this, Han apologized. All staff go through sales training and learn sales tactics. He said that my experience might have crossed some boundaries for me, but to another, it might be reasonable. Nonetheless, Estetica will avoid making customers feel uncomfortable, as my first experience with them was.

The manager of the store has been with Estetica for over 20 years, and I was worried she would be awkward with me. But she’s really nice to me thus far in the short time I met her.

3. The staff may try to sell you a semi-permanent makeup treatment without making it clear.

Vivian told me on March 20 that following my review, Estetica researched it and have stopped using the term “micro needling” or “derma rolling” to talk about this treatment. She apologized for the miscommunication.

I checked Estetica’s website and true enough this language was avoided for the BB Dewy Shine Therapy treatment. Kudos to them for rectifying it and clearing things up! 👍

Next up, the scary part.

4. Be prepared for your data like your name, age, date of purchase, and amount purchased to be shared during the consultation. Maybe your picture too.

Han apologized for this mistake and have counseled his staff. It was inexcusable.

I did not realize it when writing my review but this might be the most damaging thing to Estetica.

Moving forward I’m not too sure what will happen since this is a mistake made in the past. But at least I flagged it out and Estetica will never make this mistake again.


What I felt about this

Overall? I think Estetica’s response has been very apologetic and they’ve been working hard on rectifying the issues I raised.

Estetica has been very apologetic and they’ve been working hard on rectifying the issues I raised.

I sincerely appreciate that they reached out and the director came down to speak to me directly, with zero intimidation and a lot of warmth.

I can’t say they will do that for every negative review posted online, but I think the management did their very best. It’s not easy to run a business and have zero errors.

Gifts of goodwill

To be clear, even if Estetica did not gift me anything, I would have written the clarification above.

Han gave me some Estetica products as a sign of goodwill for the negative experience I had. He said that these were gifts and he’s not buying a good review. I appreciated that!

Since it’s a gift and not in exchange for a follow-up review, I accepted it. I’m declaring the gifts here:

Estetica-goodwill
The range of Estetica products Han provided for sensitive skin. In particular, the sunscreen is popular.

Personally, I’m quite excited to try the sunscreen. I’ve been using Kose’s sunscreen for a long time and it’s non-oily and clogging. But as my therapist noted in my third facial, I have some congestion so I think a change might help.

Estetica-cream-serum-sensitive

Note: I reviewed the products above here.

I was curious about how the products looked so I took them out. They’re in a really nice shade of rose gold and I admit that I love rose gold.

That was all about the meeting!


March 25, 2018

Estetica reached out to clarify the data claims. They gave me a missed call.

Here is their message to me in full:

Estetica data response

(On Friday, after the meeting, I got Starbucks cards for involved staff at Yishun’s outlet to show that I have moved on and appreciate their kind gesture of picking out products suitable for my skin.)

I’ve not made any changes to the original post below, which you can read here.


October 25, 2017:

I had an outbreak of pimples recently and decided it was a good time to have some loving self-care for my skin. I decided to pay a visit to Estetica Beauty in Yishun.

But after visiting, I felt that there were more cons than pros. The service I’ve had on my one visit so far has been pleasant, but I’ve been left with more questions than answers.

Firstly, these were good signs in my opinion:

  1. The staff there seem pretty nice and happy to negotiate the prices.
  2. The therapist extracted my pimples successfully and my skin was better after the first treatment.
  3. The therapist plucked my brows and I got a fantastic shoulder massage.
  4. I had no downtime or negative effects from the facial.
  5. The staff genuinely believe in their beauty services. The manager was doing a facial as I did my treatment in the next room.

Overall, I would say Estetica helped improved my appearance after the first facial.

However, there are some aspects of their service that I disliked.

This is my word against Estetica’s, so please take it with a pinch of salt.

confused-2681507_1920.jpg
Image credit: Pixabay. My visit to Estetica Singapore in Yishun left me with more questions than answers.

1. Language: a serious obstacle

The staff at Estetica Yishun spoke mostly Mandarin instead of English.  If you’re more comfortable speaking in English and want to understand exactly what is going on, go to Aeon at Orchard Road instead.

The language problem was exacerbated when the manager was selling the package, which I explain below under the semi-permanent makeup procedure section.

2. From SGD68 to SGD7,800 – even before the trial facial (which never happened)

During the consultation, pictures of my skin were taken for analysis. To be honest, when I saw the images, it looked like something any layman could analyze based on the lines and the color of the skin.

The consultation process was more focused on selling than on prescribing services.

I had signed up for this promotion to understand what Estetica’s facial experience is like.

estetica-promotion-2017
Image credit: Estetica. The banner says “1st Trial Promo”. It’s misleading. What I understand from a “trial promo” is that I can try out a business’ service before purchasing more. It isn’t the case for my experience at Estetica.

From many online reviews, most reviewers went through a consultation and then enjoyed different facials recommended for their skin.

The Smart Local, which I thought was reputable, did the OxyGeneo 3-in-1 Therapy in 2016. The Honey Combers did the Derma Calm Facial in 2015. This review featured on Yahoo had a two-hour facial.

However, instead of being escorted to do a recommended facial immediately for the price of the first trial, I had to decide on a package immediately and buy it first.  

That’s not a first trial promo.

What I understood from the trial promotion was that I could do a recommended facial for SGD68, and then decide if I wanted to commit to buying a full package. I know packages can be pricey.

I didn’t get to do the trial facial, but was pressured to purchase a SGD7,800 package immediately. 

When I asked why I wasn’t doing the trial facial, I was told that the “customized facial” advertised was just a basic facial. They told me my skin condition was bad and so I couldn’t do any “basic facials” but the costlier “special ones” instead.

The classic bait and switch!

I said I signed up for the trial promotion in the first place because I wanted to know what Estetica’s facials were like and how my skin reacted to Estetica’s products before committing to a pricey package.

In response, the manager gave me…

… A one thousand dollar discount, from SGD7,800 to SGD6,800.

I should have walked out there and then, but I really wanted to do the facial in the end. While the selling process was unpleasant, I do think Estetica’s treatments may not be inherently lousy.

I can’t help but compare my Estetica experience to Aeon Medical’s half-hour consultation, where I felt the doctor actually knew what he was talking about. Rather than taking just skin samples with a brightly lit camera-pen, Aeon took full-face photos that showed both freckles or UV damaged areas and sensitive skin areas.

The selling was done after the doctor’s medical advice, which means that you get a clearer idea of what you’re paying for.

3. Tried to sell me a semi-permanent makeup procedure without making the procedure clear

I was not looking to do a semi-permanent makeup procedure. All I wanted was a facial near my home.

My interest was piqued when I heard them mention “micro needling”.

To convince me to buy more services, the manager showed me before and after effects of the treatment taken on the phone. True enough, the customers’ complexion had improved significantly.

But the customers’ pictures immediately after the first session of “micro needling” looked too good to be true. There was no blood, no punctures, just smoother, whiter skin.

Redness is a side effect of derma needling procedures. Here’s an example. No pain no gain.

Not believing my eyes, I specifically asked if the treatment was derma/micro needling and whether it would cause redness or bleeding.

“Micro needling (also known as collagen induction therapy) involves using fine needles to create hundreds of tiny, invisible puncture wounds in the top layer of skin.” (Source)

The manager said, yes, it is micro needling, and no, there is no downtime or redness! She held up a bottle and said they’ll inject the “serum” into my skin with tiny needles.

The serum looked like foundation. I didn’t notice it at first and just thought it was the way the “serum” looks.

I left thinking that the customers did micro needling only. It was so miraculous that they had instant results instead of looking like they were bleeding from every pore of their face.

I realized only when I got home that Estetica was trying to sell me the BB Dewy Shine Therapy: a semi-permanent makeup treatment using MTS (Micro Needle Therapy System).

Image credit: Jessie Ting. It finally clicked when I saw the bottles of foundation on Google Image Search.

“A semi-permanent make-up treatment using MTS (Micro Needle Therapy System) with skin colour brightening ampoules infused with healing properties.” (Source)

Injecting color into your skin for a semi-permanent effect is different from inducing collagen with micro needling.

I felt like an idiot. Of course, the customers’ complexions improved. They might just as well be wearing BB cream post-treatment.

During the sale process, it was not clear that they were trying to get me to buy this semi-permanent makeup treatment. If they had referred to the bottles of “serum” as “BB cream” instead or even said the name of the treatment, I would have told them that I wasn’t interested in semi-permanent makeup.

Because the manager spoke mostly Mandarin, omitted mentions of “BB cream”, and did not use any of the names of Estetica’s services, she successfully made me think that I would eventually receive a micro-needling treatment. 

It reminds me of what this lady, also a negative reviewer, went through. For this reviewer, at least she had a trial facial first before paying for her package. I didn’t even get a trial!

Estetica told her: “我们一定会把你的皮肤治好.” (“We will definitely cure your skin.”).

Estetica told me: “You no longer have to wear foundation when you go out.” I thought this meant that my skin would be cured and healed so nicely I won’t need foundation.

Perhaps, Estetica thought customers would have been ok with getting their face semi-permanently tattooed without describing the actual process.

To me, this procedure involves injecting foundation/colors into your skin – even if the colors are mixed with “ampoules”.

Imagine getting a face tattoo and not knowing that it was a face tattoo because they called the ink a “serum”.

Wow. Close shave. Imagine if I had requested this “micro needling” treatment.


You’ve read so far and probably have your own gut response or criticism to what I wrote.

For instance, signing up for a trial promotion facial doesn’t mean I’m necessarily entitled to one. Taken in good faith, maybe the “customized facial” (or “basic facial”) really wasn’t suitable for my skin.

And perhaps I misunderstood them when they were explaining the micro-needling treatment. I’d like to give the specialists the benefit of doubt.

Here is where it gets serious.


receipt-1274307_1920.jpg
Image credit: Pixabay.

4. Forget customer data privacy

I was undecided at signing such a huge package especially without being able to try out the facial.

Shockingly, the manager whipped out past receipts of other customers to show that some customers bought SGD6,800-7,800 worth of beauty services to last over three to five years.

I know she wanted to help me make my decision, but I could see customers’ information and she made no effort to hide it.

During the skin consultation, I also saw the names and gender of customers before me.

5. Packages and extra comments offered

Estetica offered me packages in this order. I did not include the value of the products given except for the package I bought:

  • SGD7,800, no expiry
  • SGD6,800, to be used in 3 years
  • SGD2,800, for any facials or services
  • SGD1,800, credits for any facials or services, and SGD300 worth of products – I bought this package.
  • SGD 1,200, for only one type of facial

But during the consultation, the manager commented on my personal belongings. They seemed to be actively looking for income indicators, such as handbags and jewelry.

Later when I was paying, they commented that I must have a lot of savings. Such comments are definitely not warranted.

To recap, here are the pros:

  1. The staff there seem pretty nice and happy to negotiate the prices.
  2. The therapist extracted my pimples successfully and my skin was better after the first treatment.
  3. The therapist plucked my brows and I got a fantastic shoulder massage.
  4. I had no downtime or negative effects from the facial.
  5. The staff genuinely believe in their beauty services. In fact, the manager was doing a facial.

Here are the cons which might be misunderstandings or minor inconveniences:

  1. The staff I’ve met thus far speak very little English.
  2. Even if you sign up for the trial promotion facial, you might end up being persuaded to buy an SGD7,800 package first without having the trial.
  3. The staff may try to sell you a semi-permanent makeup treatment without making it clear. If you feel negative about semi-permanent makeup, beware.

Here are the serious cons:

  1. Be prepared for your data like your name, age, date of purchase, and amount purchased to be shared during the consultation. Maybe your picture too, since I do not know if the manager had received the customers’ consent to share their treatment photos with me.
  2. The staff will zoom in on things that indicate your ability to pay.

Verdict: Why I still bought a package

I thought the price was still reasonable enough for specialized care. Also, I didn’t want to head all the way to town to do a facial.

I was simply desperate for a solution to the 10 pimples and scars on my face, but not in town so I won’t have to walk around without makeup. The first facial went well.

Nonetheless, the consultation was a negative experience. I never did my trial facial before I was pressured into buying a package. Estetica staff showing me other customers’ receipts may be an invasion of their privacy.

If you think I’m biased, there are other negative reviews on Yelp about Estetica at Northpoint.

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