Business response:

Thank you so much for taking the time to leave us your feedback. We sincerely apologize. We reflected on the process of this experience from beginning to end, and we agree that we fell short of our standards of customer service. You have our apologies for the inconvenience and we'd like to offer a full refund for your session. We'd love another chance to serve you, a member of our team will reach out to schedule a complimentary session for you.