Results not delivered and negative customer support
So I had my rhinoplasty at the clinic in April 2023. The clinic itself was truly wonderful, and my doctor was very friendly in person. The hospital's food was also great, and the nurses responded to my every call.
After I was able to take off my cast and saw my nose for the first time, I wanted to cry. It didn’t look anything like what I had hoped for. However, I thought I might be overreacting, since I knew that noses take a long time to heal. I took pictures and sent them to my doctor, who assured me that everything looked as it should. That made me feel more relaxed, and I looked forward to seeing the final results over time.
As the months passed, my nose didn’t change much. Even my own mother said that if I hadn’t told her I had a nose job, she wouldn’t have noticed.
I had asked for three things: for the tip of my nose to be lifted, an overall smaller nose, and a straight nose bridge which bends slightly more inside. None of these were delivered. My nose looks more like my old nose than the nose i wished to have. Yes the doctor understood what i wanted as she made the mock pictures about how my new nose will/should turn out after surgery.
After the surgery, I also developed a scar on the right side of my nose that needed to be removed. I scheduled a time at the hospital with my doctor, but when I arrived, they told me I had no appointment. I showed them the email confirmation, and only then did I receive a rushed appointment. I guess the client coordinator had forgotten to schedule it. I was just glad I had proof because i came from abroad.
On another occasion, the customer support lady was on holiday and had no replacement, so I waited over a week for a reply. There was no automated email letting me know she was away. So I just felt ignored. Even in the early emails, she seemed dismissive and uninterested in having me as a client, I had to initiate everything. One of the examples: she didn't send me the papers for my blood test, she just simply forgot even thought she said months before that she would send them and the deadline had already passed. That felt like a red flag, but I chose to ignore it. Given the price I paid, I expected the customer service to be nothing short of excellent. To make matters worse, the customer service representative often wrote my name incorrectly.
I am now over two years post-op, and I am very unhappy with the result. I have contacted the clinic multiple times about my negative experience. At one point, I was left without a response for FIVE MONTHS... until I followed up again to ask why no one had replied. I had to send multiple new pictures, and their proposed solution was steroid injections. I had already done one round, but it didn’t change anything. Apparently, you need at least three rounds for any possible improvement. However, the clinic was aware that I live abroad and cannot just leave my life behind to travel to Estonia repeatedly for injections. I had mentioned from the very beginning that I only come to Estonia once a year, and it had never been an issue before. They said it is great as i can then do my yearly check up.
Also, the injections only offer the possibility of a small change, without any guarantee...but it still wouldn’t deliver the results I originally requested.
My last contact with the clinic was on 13th January 2025. I felt like there was no real solution offered that would actually give me my desired result. I honestly do not think it is even possible without a revision surgery.
Unfortunately, I cannot recommend this clinic to anyone, and I will continue to be vocal about my negative experience.
Antwoord van Health Clinic
Dear K.Pirn,
Thank you for taking the time to share your detailed feedback with us. We are truly sorry to hear about your experience and the disappointment you have felt throughout your treatment and follow-up process. Please accept our sincere apologies both for the outcome that did not meet your expectations and for the shortcomings you encountered in communication and coordination.
We want to assure you that your concerns are taken very seriously. The matters you highlighted are already under internal review to ensure they do not occur again for future patients. We regret the lapses in service you described, and we fully recognize the frustration and distress this must have caused.
We would also like to note that the staff member you referred to in your message is no longer employed at our clinic. We are making improvements to our processes and client communication standards to prevent such situations going forward.
Your case is actively being reviewed by our medical and management team, and we will be reaching out to you directly with a constructive way forward. While we understand the challenges of traveling from abroad, we are committed to finding a solution that respects both your circumstances and your expectations.
Once again, we deeply apologize for your negative experience and thank you for bringing these matters to our attention. We value the trust you initially placed in us and will do everything possible to address your concerns with professionalism and care.
With kind regards,
Health Clinic