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Business Profile

Eyelash Extensions

Laila's Lashes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyelash Extensions.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:20/03/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Received service from this company on March 19, 2023. Had initial eyewatering immediately afterwards. Then experienced pain, irritation, and redness an hour afterwards and provided owner with physical proof. Requested a removal with a refund. She could not provide immediate removal due to not having time to do it and schedules not aligning. She stated that I had also "signed a contract for no returns as I used up her product" but in no way shape or form was I able to predict that I would have a HEALTH ISSUE with her service. If it was simply because I did not like her service, then I would understand not receiving a refund but it became a health issue almost IMMEDIATELY to which I IMMEDIATELY contacted her about.

    Business Response

    Date: 14/04/2023

    Response to 19622317

    Provided eyelash extensions for *** ***** on March 19, 2023. She reached out to me a few hours after the service that she was experiencing pain, she sent me photos and based on the photos and her symptoms it was an allergic reaction. At this point I was out for dinner, and I told her that when I get home I will remove them for her for free, when I had got home, she had messaged me that she couldn’t come for a removal because she had to wake up early the next day-that is, it came from her to not come. Then she proceeded to ask me for a refund because it was a health issue, I kindly explained to her that she signed a binding waiver/contract before her service agreeing to no refund for the service. That being said, I also explained that due to it being a health issue, that is, an allergic reaction, it is completely out of my control to predict if a client will be allergic to lash extensions, therefore I was not at fault-hence, this is why I have contracts- stating to my clients that there are no refunds even in the case of an allergic reactions. I did however, offer to remove them for free to which she was unable to come because she was unavailable after I got home from dinner.  I have clearly explained all of this to *** already on text, to which she then later blocked me.  I will repeat again, *** signed a binding contract agreeing to no refund even if it’s an allergic reaction- and because it’s an allergic reaction, it is completely out of my control, there is no way I was/ am able to predict if a client has an allergic reaction, thus, is why there cannot be a refund. 

Laila's Lashes is NOT a BBB Accredited Business.

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