5mo ago
I am extremely disappointed with how Rowan handled my situation regarding my ear piercing and jewelry loss. From the beginning, I was very transparent about my medical history, including the fact that I am diabetic and concerned about proper healing and keloid prevention. I was reassured multiple times that the jewelry was secure and appropriate for long-term wear. At no point during my initial appointment or follow-up was it clearly explained to me that the threadless flat-back earrings could loosen over time, that they rely solely on tension, or that they are not loss-proof. That information was only provided after I experienced a loss and reached out for help. Additionally, I was never given written documentation or verbal instruction explaining that the jewelry needs to be bent or checked periodically to maintain tension. This explanation came later and differed by location, which highlights a serious lack of consistency across Rowan studios. For a company that presents itself as a medical-grade, nurse-led brand, consistent education and communication should be standard, not optional. I have spent over $500 with this company and followed all care instructions. The loss occurred after a medical MRI situation that required my jewelry to be removed and reinserted by Rowan. Despite that context, I was told that no replacement could be offered because it was outside a rigid 30-day window regardless of medical circumstances or lack of proper disclosure at the time of purchase. While customer service representatives were polite, the responses felt scripted and dismissive, repeatedly restating policy rather than acknowledging the core issue: expectations were not clearly set upfront, and information was inconsistent between locations. I expected better from a brand that markets safety, professionalism, and trust. Unfortunately, this experience has shown me that when something goes wrong, Rowan prioritizes policy over accountability and patient experience. I hope Rowan takes this feedback seriously and improves transparency and consistency so future clients are not put in the same position.