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Business Profile

Eyelash Extensions

LLBA Professional Canada

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyelash Extensions.

Complaints

Customer Complaints Summary

  • 2 total complaints 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:28/09/2023

    Type:Sales and Advertising 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.
    On September 24th, I got an email from this business stating that they had a 20% off sale on all lashes. I went to make an order at 10pm at night, (I have a screen recording showing date on my calendar and the email).
    The sale was gone. I have tried to contact the business and they will not honour it.
    They know what time zone im in as I’m a registered customer of theirs, and we are both in Canada. * *** *** **** **** *** was expecting to still be able to place the order since it was still the 24th of September and no time zone was specified in the email they sent me. I have tried contacting the company over phone & email and they will not honour the sale, **** ****** **** ******.
    I want to be able to make an order with the 20% off sale they had advertised, I also want them to change their wording on their emails so this doesn’t happen to anyone else. **** ** ***** *********** *** *** ********** ************ ** **** ************ ******* *** ******* ******** ******** * ******** * ***** ** *** ************** ******* ***** ** ** **** **** ********* *** *** ************ **** *** ******* *** **** *** ****** *** ***** I can provide more upon request.

    Business Response

    Date: 29/09/2023

    On September 27th, the customer reached out with a complaint regarding not honouring a promotion, claiming it to be a “false advertising”and based on the corresponding points, we were not able to accommodate her request:


    1. Canada has multiple time-zones and the customer resides in British Columbia (BC), which operates in a different time zone than LLBA Professional Canada, which operates in Eastern Standard Time (EST). The sale in question expired on September 24th, EST and the last promotion email was sent at 6:00 PM EST. ** ** ********* ** **** **** **** ************ ******** ******** ********* *** ***** ** **** **** **** ********** *** **** ******** ***** ***** ********* *********** ** *** *****


    2. The customer raised concerns about the lack of time zone specification in our promotional email. While it is good practice to include time zone information, it is not a common industry standard, and most existing customers are familiar with the operational time zone of the company they are dealing with. However, we would consider adding a time zone disclaimer in future email communications to enhance clarity.


    3. LLBA Professional Canada has accommodated the customer's previous requests successfully. However, due to the time-sensitive nature of the sale, accommodating the request this time was not possible as the sale had already ended and doing so would be unfair on the other customers.


    ** ** ** ******* ** **** *** ********** ****** ** **** * ***** *** ** ***** **** *** *** ****** **** ******* *** *********** ** *** ********** *** ******** ************** ** ****** **** ********** **** *************** *** ****** **** ** ******* *********** *** ******** ** *** ******** ** ***** **** *******


    While LLBA Professional Canada values customer satisfaction and strives to accommodate customer requests, it is essential to maintain fairness and professionalism in our interactions. LLBA Professional Canada responded to the customer's complaint professionally and reiterated the reasons for not honouring the sale due to the time zone difference, providing steps & alternative solutions for placing an order in the future.
    Our last response********** highlighted the importance of clear communication, making the customer understanding time zone differences, and handle irate customer complaints and threats in a respectful and policy-compliant manner.

    Customer Answer

    Date: 29/09/2023



    Complaint: ********



    I am rejecting this response because:

    ** *** *** *** ***** *** * *** ** ***** **** ********* *** **** **** ******** ***** **** ** **** ****** 
    how can you say that everyone else knows to put the order in early when I don’t? ******* * ** *** *** **** **** You need to communicate in your customers time zones or specify a time zone. All your sales are very unclear *** ********** *** * **** ******** ***** **** *** *** *** **** *** ******* **** **** ******** ******* *** ********* 
    **** **** ******** **** ****** ***** **** **** ********** ****** **** ***** ****** ****** *** *** ****** ********** ************** *** *** ********** *************

    Sincerely,



    ****** *****

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