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Business Profile

Eyelash Extensions

The Lash Lounge

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 status

Complaint type

  • Initial Complaint

    Date:09/08/2022

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    I have been a The Lash Lounge client since July 2021. My complaint is not about the workmanship provided by the lash stylists but about the business owner's customer service. I did not have nay issues with my experiences until July 2022. The usual stylist I was seeing quit and I started seeing another stylist. It was extremely difficult to get an appointment since the new stylist did not work evenings which is what I needed.This was not a problem with my previous stylist. The Lash Lounge ALWAYS sends confirmation emails and texts the day before your appointment. I had an appointment scheduled for July 6 but never received any texts or emails so I called to check on appointment and it was either cancelled by a staff member or changed to suit another client. I was able to get in on July 7th. On July 7th after receiving my lash services, I scheduled an appointment for July 21st. I showed up on July 21st, even though I had not received any confirmation texts or emails yet again. My appointment once again had been either cancelled or time slot given to another client. This time it was going to be a week before they could fit me in. I paid a $169 membership fee along with stylist tip of $50 each month. After the last time of my appointment not being correct, I terminated my membership on August 4th. I did not receive an email from owner until August 9th terminating my membership. I contacted the owner by phone on August 13th and left a voicemail since no one answered the phone. I then emailed on August 23rd and still received no response. I requested that I be able to receive merchandise (mascara, lash wash, lash serum, etc...) in the amount of $169 since she was not going to refund my August 1st autopay. I have to date received no response from the owner. I am requesting I either receive a refund since I did not receive any services in August to warrant the withdrawal or merchandise as requested in my email.

The Lash Lounge is NOT a BBB Accredited Business.

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