Complaints

This profile includes complaints for Robertson Cosmetic Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Robertson Cosmetic Center has 4 locations, listed below.

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  Robertson Cosmetic Center

  8391 Greenway Blvd Ste 200 Middleton, WI 53562-3532

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  Robertson Cosmetic Center

  344 S Grand Ave Sun Prairie, WI 53590

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  Robertson Cosmetic Center

  110 N Grand Ave Ste 208 Sun Prairie, WI 53590-9005

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  Robertson Cosmetic Center

  3205 Glacier Ridge Rd Middleton, WI 53562-1765

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday, I received a message from Robertson staff reminding me of available gift cards, which prompted me to schedule an appointment. Since I was at work, I didnt want to make a call, so I used their online booking system. The first available appointment was with the provider I normally see, and I thought, Perfect! Next Wednesday. I booked it and moved on with my day.A few hours later, I received a voicemail saying I had missed an appointment 20 minutes ago and that I had been charged $100 for a no-show. My stomach dropped. I immediately called to explain the situationthat I mistakenly thought I was booking for next week, not today. I was even willing to leave work early (Im only 9 minutes away) and come in right then.I asked to speak with the manager directly, and after several hours with no call back, I called againthis time the manager answered. She seemed prepared to shut me down before even hearing me out. I explained that I completely understand why cancellation policies existto prevent missed opportunities for other clients and protect the business from late cancellationsbut this was clearly a genuine mistake, not an abuse of the system.What makes this even more frustrating is that I didnt receive the usual confirmation or reminder text for the appointment. When I asked why, I was told those only go out at 7:00 a.m., and I had made the appointment after that time. If thats the case, patients should not be able to book same-day appointments online without some kind of confirmation system in place. A simple text might have helped me catch the mistake.The cancellation policy I looked up stated that they need a minimum of 24 hours cancellation but how does that work if the appointment I made by mistake was within a few hours? There was no mention of this when booking.

  Business Response

  Date: 06/02/2025

  The statements made by the complaint are incomplete, and at times inaccurate.  The situation from our perspective is a bit different

  The patient has been seen in our clinic for about four years, and six times in the last two years. Those appointments have always gone smoothly.  The patient made an appointment for a treatment in the morning of the day in question, using our online booking system.  She did not show up for her appointment a few hours later that day.  It should be pointed out that the patient actually made the mistake, getting her days wrong even though the appointment was made for that very day.  When she did not alert us that she could not make the appointment, our office classifies that situation as a "no call/no show" situation.  A phone call was made that same day to alert the patient that she had missed the appointment, and that our policy for a no call no show appointment requires a penalty fee for rescheduling.   The patient was understandably upset, but my scheduling staff advised her that it was our policy.  When she asked to speak to a manager, our manager reached out the same day and supported the policy in a professional way even though the patient became agitated and confrontational. The patient demanded a call from me, and I also reached out the next day to try to smooth the waters while still enforcing the policy.  The same pattern occurred, where she became increasingly belligerent during the call while I maintained a professional tone.  Throughout our interactions our staff repeatedly asked for the opportunity to regain her trust with future appointments, and each time was rebuffed with increasing anger.  

  Our policy is actually noted on the online scheduling application, so it pops up in the process of making the appointment.  So we do make people aware before they schedule.  It is also posted on our website for those individuals who enter through that portal.  It is also on the intake paperwork that patients sign when they are first entered into the practice.  So this policy was presented to her during the scheduling she performed.  

  Our office also has a text system that alerts patients of upcoming appointments both days and hours in advance (two reminders go out as a minimum).  However this alert system is not activated on an appointment made the same day, hopefully for obvious reasons that it should not be so easily forgotten within hours.

  Our office prides itself on taking exceptional care of our patients, and because of that our providers are in demand.  We had been plagued by patients skipping appointments without any notice to our office, so we initiated the no call no show policy a few years ago.  We did so taking the lead from restaurants, hair salons, dentists, aesthetic offices, and other business that had similar policies.  It's unfortunate that she made the mistake, but my office tried to work with her on three different follow up calls (while yes, still enforcing the posted policy).  And its unfortunate that our normal appointment texts did not alert her to her mistake, but it was the same day.  We are looking for a degree of accountability on the part of our patients. The patient has already posted negative comments on review sites, as well as recruited friends to do the same.