Nightmare from start to finish. It was double the original price. I was butchered! They know exactly what they are doing. They now are withholding my dental passport which is stopping me from going... Se mere
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Se, hvad kunderne siger
Hello je reviens d’un séjour esthétique dentaire chez Fera clinic. Don deux de jours de 10 jours ont été nécessaires pour m’installer dans un premier temps des implants aux total de 12 implants pour... Se mere
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Я проходила стоматологічне лікування в FeRa Clinic у Туреччині і хочу поділитися своїм чудовим досвідом. З першого контакту все було організовано на високому рівні. Особливо хочу подякувати Е... Se mere
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Hi I had very bad experience with these peoples-they are just money grabbers, they said something before treatment and asked more than double money once I get there Very bad customer service and... Se mere
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Virksomhedsoplysninger
Skrevet af virksomheden
Fera Clinic is a leading dental clinic based in Istanbul, specializing in high-quality dental treatments tailored to international and local patients. We combine advanced technology, experienced dental professionals, and personalized care to deliver outstanding results in a comfortable and modern environment. Our services include dental implants, cosmetic dentistry, smile design, and full dental restorations, all performed with a strong focus on patient safety and satisfaction. At Fera Clinic, our mission is to create confident smiles while ensuring a seamless and stress-free experience from consultation to aftercare.
Kontaktoplysninger
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Middel
36 anmeldelser
Har besvaret 100 % af deres negative anmeldelser
Det tager typisk over 1 måned at svare
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عيادة فيرا من العياداة الطبية الممتازة…
عيادة فيرا من العياداة الطبية الممتازة وافل الكوادر الطبية موجودة عندها شكرا لكم
8. oktober 2025
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نشكر لك كلماتك الطيبة وثقتك الكبيرة بعيادة فيرا 🌟
يسعدنا جداً رضاك عن خدماتنا وعن فريقنا الطبي، ونسعى دائماً لتقديم أفضل تجربة علاجية لجميع مرضانا.
نتطلع لخدمتك دائماً ❤️
Besvarelse fra Fera Clinic
Vielen Dank für Ihr freundliches Feedback 😊
Es freut uns sehr, dass Sie eine so gute Erfahrung bei uns gemacht haben!
Shocking!!
Shocking!!! Don’t use this dreadful clinic in Istanbul. They tried to charge me double, and after disputing their claim got my money back from the bank. The service is awful, and after care forget it.🙁
The reply they have added is totally false. I did send an X-ray from my UK dentist, and I was sent a contract and price from Fera Clinic. When I had my consultation in Istanbul, they said I needed more work and asked me for more money. When they got my extra money (double) the said at the end of my treatment, I didn’t need the extra work and refused to give me the extra money back. I contacted my bank, and they paid me the extra money back, agreeing with me that they had charged me and not done the work. This is dishonest, and people should be aware of this. Not just my experience, look at the other reviews, this is a common theme. Avoid !!!
11. marts 2026
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Besvarelse fra Fera Clinic
We must clarify that the situation described does not reflect the standards or procedures at Fera Clinic.
However, We’re sorry to read your feedback.
All treatment plans and pricing are clearly explained and agreed upon in advance, with full transparency and no hidden charges.
In some cases ( Like your case ), when patients do not provide complete diagnostic information (such as X-rays) prior to arrival, the initial estimate may need to be adjusted based on the clinical findings after examination. Any such changes are always discussed and agreed upon with the patient before proceeding with treatment.
In your case, additional circumstances not related to the clinic’s services may have affected your overall experience. Despite this, our team did its best to support you.
We take such concerns very seriously and are committed to reviewing your case in full detail to ensure complete transparency.
Я проходила стоматологічне лікування в…
Я проходила стоматологічне лікування в FeRa Clinic у Туреччині і хочу поділитися своїм чудовим досвідом.
З першого контакту все було організовано на високому рівні. Особливо хочу подякувати Елені, яка супроводжувала мене телефоном ще до мого приїзду в Туреччину. Вона детально відповідала на всі мої запитання, допомагала з організацією та завжди була на зв’язку. Завдяки їй я почувалась спокійно та впевнено ще до початку лікування.
Саме лікування пройшло професійно, комфортно та без зайвого стресу. Я дуже задоволена результатом якість роботи перевершила мої очікування.
Щиро рекомендую FeRa Clinic усім, хто шукає якісне стоматологічне лікування та уважне ставлення до пацієнтів.
Дякую всій команді клініки та окрема подяка Елені!
18. februar 2026
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Besvarelse fra Fera Clinic
Dear Александра Бахова,
Щиро дякуємо Вам за такі теплі слова та за те, що поділилися своїм досвідом з Fera Clinic 😊
Нам надзвичайно приємно чути, що Ви залишилися задоволені своїм лікуванням та загальним сервісом. Ми дуже раді, що Ви відчували себе комфортно та впевнено ще з самого початку.
Особливо приємно, що Ви відзначили роботу Олени — ми обов’язково передамо їй Ваші добрі слова, їй буде дуже приємно 🌟
Наша головна мета — забезпечити професійний, комфортний та безстресовий досвід для кожного пацієнта, і ми щасливі, що змогли виправдати Ваші очікування.
Щиро дякуємо за Вашу довіру та рекомендацію. Бажаємо Вам і надалі насолоджуватися своєю новою усмішкою! 😁
З повагою,
Fera Clinic
Öncelikle ilgi ve alakalarından dolayı…
Öncelikle ilgi ve alakalarından dolayı teşekkür ederim. Doktor titizlik ile çalıştı ve kullandıkları malzemeler, kliniğin konumu çok güzeldi. Herşey için teşekkür ederim Fera klinik
25. februar 2026
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Besvarelse fra Fera Clinic
Dear Taha Sözen,
Öncelikle güzel yorumunuz ve nazik sözleriniz için çok teşekkür ederiz 😊
Hizmetimizden memnun kalmanız ve kliniğimizle ilgili olumlu deneyiminizi duymak bizi gerçekten çok mutlu etti. Doktorumuzun titiz çalışmasını ve sunduğumuz hizmeti takdir etmeniz bizim için çok değerli 🌟
Sizi memnun edebilmiş olmak bizim için en büyük motivasyondur. Güzel gülüşünüzle sağlıklı ve mutlu günler dileriz 😁
Saygılarımızla,
Fera Clinic
كان علاج طبيعي تعامل المترجمين معي كان…
كان علاج طبيعي تعامل المترجمين معي كان محترما من البداية سأوصي جميع اقاربي الذي يعيشون في الخارج الى القدوم الى هذه العيادة
17. februar 2026
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Besvarelse fra Fera Clinic
شكراً جزيلاً على كلماتك الطيبة وثقتك الكبيرة بنا 😊
يسعدنا جداً سماع أنك كنت راضياً عن تجربتك معنا، وأن تعامل فريق الترجمة كان على مستوى عالي من الاحترافية. نحن نحرص دائماً على تقديم تجربة مريحة وواضحة لجميع مرضانا من مختلف الدول 🌍
نقدّر كثيراً توصيتك لأقاربك وأصدقائك، وهذا شرف كبير لنا وثقة نعتز بها 🌟
نتمنى لك دوام الصحة والاستمتاع بابتسامتك الجديدة 😁
مع أطيب التحيات،
Fera Clinic
très bonne équipe medicale, mais equipe commerciale lamentable
très bonne équipe medicale, malheureusement la partie commerciale n'est pas à la hauteur les devis sont sous estimés pour attirer le client perso pour un devis de 5900 euros la facture finale a été de plus de 9000 euros. Le délai d'intervention non respecté lors de la pose finale m'a obligé à décaler mon vol de retour et impossible de se faire rembourser le surcout lié à la modification du vol, et malgré plusieurs messages depuis mon retour aucune nouvelle. En final je déconseille fortement cette clinique.
17. september 2025
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Besvarelse fra Fera Clinic
Cher Jean Bourdais,
Nous vous remercions d’avoir pris le temps de partager votre expérience, et nous sommes sincèrement désolés d’apprendre que certains aspects de votre parcours n’ont pas répondu à vos attentes.
Nous apprécions toutefois vos remarques positives concernant notre équipe médicale, qui s’efforce toujours de fournir des soins de haute qualité.
Concernant les points que vous avez soulevés, notamment le devis, les coûts finaux et les délais, il peut parfois y avoir des ajustements liés aux besoins médicaux spécifiques identifiés durant le traitement. Néanmoins, nous comprenons parfaitement que cela puisse être source de frustration.
Nous regrettons également tout désagrément lié à l’organisation et au suivi après votre retour. Ce n’est pas le niveau de service que nous souhaitons offrir.
Nous vous invitons à nous contacter directement à customer-care@feraclinic.com afin que nous puissions examiner votre dossier en détail et trouver une solution appropriée.
Cordialement,
Fera Clinic
Ravi de mon nouveau sourire
Je suis venu chez Fera Clinic sur les conseils d'un ami qui y avait suivi des soins. Mon premier contact avec la clinique a était très bien , et une fois arrivé à Istanbul j'ai été pris en charge dés l'aéroport on ma conduit à mon hôtel et le service du planning m'a envoyé un msg pour le premier rdv.
on m'a bien expliqué toutes les différentes phases de mon traitement avant de commencer comprenant l'extraction de toutes mes dents de ma mâchoire supérieure la greffe d'os et la pose de implants j'insiste sur le fait que je n'ai jamais souffert
Un appareil provisoire a était confectionné et je suis retourné chez moi pour les 3/4 mois de cicatrisation
lors de mon second séjour toujours le même sérieux pose des implants et couronnes sur les dents du bas que l'on a limées pour les recouvrir afin d'avoir un sourire parfait. je recommande vivement la clinique Fera pour son sérieux en tout points de vue de la prise en charge à l'aéroport au retour ENCORE MERCI
30. september 2025
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Besvarelse fra Fera Clinic
Cher Jean Marc Gatignol,
Nous vous remercions sincèrement pour votre message et pour la confiance que vous avez accordée à Fera Clinic 😊
Nous sommes ravis d’apprendre que votre expérience, depuis votre arrivée à Istanbul jusqu’à la fin de votre traitement, a été à la hauteur de vos attentes. Votre satisfaction concernant l’organisation, la prise en charge ainsi que le suivi de votre traitement est très importante pour nous.
Nous sommes particulièrement heureux de savoir que vous n’avez ressenti aucune douleur durant les différentes étapes, et que le résultat final vous apporte entière satisfaction 🌟
Votre recommandation nous touche beaucoup et constitue la plus belle récompense pour toute notre équipe.
Nous vous souhaitons beaucoup de bonheur avec votre nouveau sourire 😁
Cordialement,
Fera Clinic
Nightmare from start to finish
Nightmare from start to finish. It was double the original price. I was butchered! They know exactly what they are doing. They now are withholding my dental passport which is stopping me from going to another clinic. Their aftercare is non existent. Please avoid at all costs.
Also known as FeRa clinic. Istanbul
21. juni 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear GAIL FIELDING,
We are very sorry to read your feedback and sincerely regret that your experience did not meet your expectations.
At Fera Clinic, patient safety, transparency, and quality of care are our top priorities. We take such concerns very seriously.
Regarding your comments about pricing, treatment, and documentation, we would like to clarify that treatment plans may sometimes require adjustments based on clinical findings during the process. However, we understand how this may feel from your perspective and regret any confusion or dissatisfaction caused.
We are also concerned to hear about your comments regarding your dental records. Please note that we do not withhold any patient documentation, and we would like to urgently review this matter with you.
We kindly invite you to contact us directly at customer-care@feraclinic.com so we can investigate your case thoroughly and provide the appropriate support.
Your feedback is important to us, and we remain committed to resolving this situation in a professional and transparent manner.
Best regards,
Fera Clinic
My experience with FeRa Clinic is a…
My experienced with FeRa Clinic is really bad. It’s turn to be more expensive and I felt I was being robbed by the consultant.
1.They asked more money and not following the treatment plan.
2. The medical consultant is offering something but it was not applied to treatment BEWARE! ( street seller)
3. The clinic do not entertain the patient, they only care about more money you have to pay before treatment really badly.
I do not Recommend the clinic.
4. FeRa clinic is not a professional clinic. They don’t have proper receipt to give.
5. My own experience, You don’t know what you are paying for, in my case I am not very happy with my treatment, I in pain, hotel has no internet out first visit.
Very bad consultant named (Tony) the consultants doesn’t know what he is doing and saying. Probably he knows just how to get money out of people.
Please be aware of this Clinic. I never reviewed but I think I need to aware other people about my experienced with FeRa.
20. marts 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear Sarah Dais Wood,
We are sorry to hear about your experience and appreciate you taking the time to share your feedback.
At Fera Clinic, we are committed to providing transparent treatment plans and high standards of care. We take all concerns seriously, especially regarding communication, pricing, and patient experience.
Regarding your comments, treatment plans and costs may occasionally be adjusted based on clinical findings and individual patient needs. However, we understand that this can be frustrating if expectations are not aligned, and we sincerely regret any confusion or dissatisfaction caused.
We are also concerned to hear about your experience with communication, documentation, and overall service. This does not reflect the standards we aim to maintain.
We would appreciate the opportunity to review your case in detail and address your concerns properly. Please contact us directly at customer-care@feraclinic.com so our team can assist you and work towards a resolution.
Your feedback is important to us, and we remain committed to improving our services and supporting our patients.
Best regards,
Fera Clinic
Hello
I do not recommend this clinic in any way (not even to my enemies). A lot of money, very bad service, lack of professionalism. I will come back with concrete posts soon.
15. januar 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear Catalin Pop,
We are sorry to read your feedback and regret that your experience did not meet your expectations.
At Fera Clinic, we take all patient concerns very seriously and are committed to providing professional and transparent care at all times.
We would genuinely like to understand your situation in more detail and address your concerns appropriately. Your feedback is important to us, and we are always open to reviewing any issues raised.
Please contact us directly at customer-care@feraclinic.com so we can investigate your case and work towards a resolution.
Best regards,
Fera Clinic
Disappointing Experience with Dental…
Disappointing Experience with Dental Implants
Rating: 1/5
I recently underwent a dental implant procedure, and unfortunately, the experience was far from satisfactory. The implant process was lengthy, and the aftercare was lacking. I experienced significant pain and discomfort during the healing process, which lasted longer than expected.
The dentist's communication was poor, and I felt like I was just a number, not a patient. The clinic's facilities were also outdated and not well-maintained.
The implant itself seems to be integrating well, but the overall experience was marred by poor service and inadequate care. I would caution others to thoroughly research and choose a reputable dentist for this procedure.also i have been charrged almost double price than agreed plan
6. februar 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear Syed Muhammad kes,
We are sorry to hear that your experience did not meet your expectations, and we appreciate you taking the time to share your feedback.
We are pleased to know that the implant itself is integrating well, as patient health and treatment outcomes are our top priorities.
At the same time, we regret to hear about your concerns regarding communication, aftercare, and overall experience. This is not the level of service we strive to provide.
Regarding treatment duration, discomfort, and pricing, dental implant procedures can vary depending on individual clinical conditions, and adjustments may sometimes be necessary throughout the process. However, we understand how this may feel from your perspective and sincerely regret any dissatisfaction caused.
We would greatly appreciate the opportunity to review your case in detail and address your concerns properly. Please contact us directly at customer-care@feraclinic.com so we can assist you further.
Best regards,
Fera Clinic
I normally don’t write reviews
I normally don’t write reviews, but I feel like I need to warn others. I got dental implants expecting a permanent solution and a better quality of life—what I got was pain, frustration, and a much lighter wallet. The procedure was more painful and drawn-out than they originally explained. I had multiple follow-up visits because things didn’t heal properly, and I felt like I was constantly being rushed in and out without real answers.
To make it worse, one of the implants feels loose, and I’m now being told I may need more work done—after already spending thousands of dollars. I wish I had done more research or gotten a second opinion. This whole process has been stressful and disappointing. Definitely not the life-changing improvement I was promised.
And the main thing they have charged me double price against of our agreed plan
I will strongly not suggest anyone to get their treatment by this clinic
Thanks
11. marts 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear Nasir khadim,
We are truly sorry to read about your experience and regret that your treatment journey did not meet your expectations.
At Fera Clinic, patient care, transparency, and long-term treatment outcomes are our top priorities. We take feedback like yours very seriously, especially regarding pain, healing, and communication throughout the treatment process.
Regarding your concerns about discomfort, healing time, and the condition of the implant, please note that each case can vary depending on individual clinical factors, and in some situations, additional follow-up or adjustments may be required to ensure the best possible outcome. However, we fully understand how frustrating and stressful this can be.
We are also sorry to hear about your concerns regarding pricing and communication. We always aim to provide clear treatment plans, but we regret any misunderstanding or dissatisfaction you may have experienced.
We would greatly appreciate the opportunity to review your case in detail and provide you with the appropriate support. Please contact us directly at customer-care@feraclinic.com so our team can investigate and assist you further.
Your feedback is important to us, and we remain committed to resolving this matter in a professional and transparent manner.
Best regards,
Fera Clinic
Extremely disappointed with my visit
Extremely disappointed with my visit. The staff seemed rushed and barely explained what they were doing. I was left in the chair for ages, and when the dentist finally came in, the treatment felt rushed and careless. I left with more discomfort than when I came in. Definitely not coming back.”
4. februar 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear لیاقت علی قادری,
We are sorry to hear that your visit did not meet your expectations and that you left feeling uncomfortable.
At Fera Clinic, we strive to provide attentive care and clear communication throughout every step of the treatment. It is concerning to hear that you felt rushed and not fully informed, as this is not the standard we aim to deliver.
We also regret that you experienced discomfort following your visit. Patient comfort and care are extremely important to us, and we take feedback like yours seriously.
We would appreciate the opportunity to review your case and better understand what happened during your visit. Please contact us directly at customer-care@feraclinic.com so we can assist you further.
Best regards,
Fera Clinic
This worst clinic before they have said…
This worst clinic before they have said is good after reaching the clinic they have changed the total process they are making people fool and looting their money
31. januar 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear Nithin Ereddy,
We are sorry to hear about your experience and appreciate you taking the time to share your feedback.
At Fera Clinic, we are committed to transparency and providing clear treatment plans to all our patients. In some cases, treatment details and costs may be adjusted based on clinical findings and individual needs, which can sometimes lead to misunderstandings.
We regret if your experience did not meet your expectations and take your concerns seriously.
We would appreciate the opportunity to review your case in detail and clarify any concerns you may have. Please contact us directly at customer-care@feraclinic.com so our team can assist you further.
Best regards,
Fera Clinic
I have been there they not good they…
I have been there they not good they not stay on what they commit.when they have your money they different don't stay on there words so be very careful with these guys .
11. februar 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear Mt Javeri,
We are sorry to hear about your experience and appreciate you sharing your feedback.
At Fera Clinic, we are committed to transparency and maintaining clear communication with our patients at every stage of their treatment. We understand how important trust is, and we regret if you felt that your expectations were not met.
In some cases, treatment plans or processes may be adjusted based on clinical needs, but we always aim to keep our patients fully informed throughout the process.
We would appreciate the opportunity to review your case and address your concerns properly. Please contact us directly at customer-care@feraclinic.com so we can assist you further.
Best regards,
Fera Clinic
I’m very disappointed to visit them and…
I’m very disappointed to visit them and came back without treatment due to their money greediness.they said something and were trying to charge much higher than agreed plan.had to cancelled my whole trip.
Be aware guys by this kind of online advertisers.
Cheers
17. marts 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear Vajid Saiyad,
We are sorry to hear about your experience and regret that your visit did not proceed as planned.
At Fera Clinic, we aim to provide clear and transparent treatment plans from the beginning. However, in some cases, costs may vary depending on clinical assessments and individual treatment needs, which can sometimes lead to differences from initial estimates.
We understand how frustrating it must have been to cancel your trip, and we sincerely regret any inconvenience caused.
We would appreciate the opportunity to review your case and clarify what happened. Please contact us directly at customer-care@feraclinic.com so we can assist you further.
Best regards,
Fera Clinic
Hello FERA CLINIC retrouver votre sourire je reviens d’un séjour esthétique…
Hello je reviens d’un séjour esthétique dentaire chez Fera clinic. Don deux de jours de 10 jours ont été nécessaires pour m’installer dans un premier temps des implants aux total de 12 implants pour mon premier séjours. Ce séjours s’est passé sans incidence suite au sérieux du chirurgien et l’équipe assistance. Le deuxième séjours a consisté à placer la nouvelle dentition en Zirconium et le résultat a été très satisfaisant. J’ai été ravis de retrouver mon sourire datant.. je recommande cette clinique
FERA CLINIC ce FERA retrouver votre sourire.😀
8. februar 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Cher khemisti ameur,
Nous vous remercions sincèrement pour votre message et pour la confiance que vous avez accordée à Fera Clinic 😊
Nous sommes ravis d’apprendre que vos deux séjours se sont bien déroulés et que vous êtes satisfait du résultat final. Votre retour sur le professionnalisme de notre chirurgien et de notre équipe est très précieux pour nous.
Nous sommes également heureux de savoir que vous avez retrouvé votre sourire et votre confiance grâce à votre traitement 🌟
Votre recommandation nous touche beaucoup et constitue la plus belle récompense pour toute notre équipe.
Nous vous souhaitons beaucoup de bonheur avec votre nouveau sourire 😁
Cordialement,
Fera Clinic
FeRa Clinic represents professionalism
FeRa Clinic represents professionalism, state-of-the-art equipment, and attentive service. In two phases, my smile was completely restored: Phase 1 – tooth extraction and implantation; Phase 2 – perfect zirconium teeth. I’m grateful to the experienced doctor and his team for their expertise.
A heartfelt thank you to the caring consultant Marina for her informational and emotional support at every step!
Thanks to the seamless teamwork, I’m now enjoying a natural Hollywood smile :D
Highly recommended!
11. marts 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear Tatyana Yankovska,
Thank you so much for your kind words and for sharing your experience with Fera Clinic 😊
We are truly delighted to hear that your treatment journey, from the initial phase to the final zirconium smile, met your expectations and brought you such satisfaction.
Your appreciation of our medical team and the quality of care means a great deal to us. We are especially happy to hear your kind words about Marina — we will be sure to share your feedback with her, and she will be thrilled to know she made a positive difference in your experience 🌟
It’s wonderful to know that you are now enjoying your natural Hollywood smile, and your recommendation is the greatest reward for our entire team.
We wish you continued happiness and confidence with your new smile 😁
Best regards,
Fera Clinic
Hi I had very bad experience with these…
Hi I had very bad experience with these peoples-they are just money grabbers, they said something before treatment and asked more than double money once I get there
Very bad customer service and treatment was third class,
I would give advice to peoples who are trying to get treatment by these company pleaee avoid
Thanks
3. marts 2025
Uopfordret anmeldelse
Besvarelse fra Fera Clinic
Dear Aamir Vahora,
We are sorry to hear about your experience and regret that it did not meet your expectations.
At Fera Clinic, we are committed to providing transparent treatment plans and maintaining high standards of care and customer service. We take concerns like yours very seriously.
Regarding your comments about pricing, treatment details may sometimes be adjusted based on clinical findings and individual patient needs. However, we understand how this may feel from your perspective and sincerely regret any dissatisfaction caused.
We are also concerned to hear about your experience with our service, as this does not reflect the standards we aim to provide.
We would appreciate the opportunity to review your case in detail and address your concerns properly. Please contact us directly at customer-care@feraclinic.com so our team can assist you further.
Best regards,
Fera Clinic
Dette er Trustpilot
Alle kan skrive en anmeldelse på Trustpilot. En anmeldelse er ejet af personen, som har skrevet den, og vedkommende kan derfor redigere eller slette den til enhver tid. En brugers anmeldelser bliver vist, så længe vedkommendes konto er aktiv.
Virksomheder kan bede deres kunder skrive en anmeldelse ved hjælp af automatiske invitationer. Denne type anmeldelser handler om reelle oplevelser og markeres "Verificeret".
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Det kan påvirke TrustScoren, når man tilbyder incitamenter i bytte for anmeldelser, eller når man kun spørger bestemte kunder, og det er imod vores retningslinjer.