Complaints

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.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 5/28 I went to the ********* location for a classic fill. She asked me what I wanted and I said I wanted a wet set. She said ok and no other questions were asked. This definitely was not a wet set. It was a very basic classic fill and she did not remove any old lashes, which can become painful over time. After those were removed elsewhere, my lashes looked very sparse. I then went back in 6/4 to try again to get the wet set I was looking for, but I went to a different location to try someone else who knew how. They tried to charge me a cancellation fee for moving my appt to a different location. The girl at this location (************) told me they dont even do wet sets or train people on them. That was news to me. She told me she could do a classic fill for me and put shorter lashes in the under layers to make it look fluffier. She said the girl at the edgewater location was new and wouldnt have known how to layer (which she didnt). The set came out more like a cat eye which I said I did not want. They are way too long as well, especially in the inner corner. When I got home I tried to trim them but I dont really have the right type of scissors for that. She said on the left side she doubled up the extensions on one lash to make them look thicker, but it just made them look like spider legs on one side because only fans can really fill gaps. She also mentioned she would show her manager a picture the state of my lashes from the last girl, but I dont recall her showing anyone or taking any photos so Im not sure what she meant by that. Both times I booked and paid for a 2 week fill even though they were 1 week apart to allow for extra time. My normal 1 week fill is $65, so to pay $115 for this type of work, twice, was really disappointing. I was told I would be contacted by the owner to discuss refunding one of the payments since the girl falsely promised me a service that they don't offer, but seems now the owner does not want to provide a refund.

  Business Response

  Date: 06/12/2024

  BBB Great West + Pacific:

  My name is *****************, owner of both Deka Lash studios in question (************/*********).  The first point I will make is shown by the attachment.  Complainant was not unhappy with the service.  She came to us with "foreign" lashes - meaning from an outside source.  Our Lash Artist gave client a Classic Fill - which is sold as a "wet mascara look" by our definition.  The client then decided to go to a different Deka Lash studio for another fill a week later (a week earlier than normal).  Her "foreign" lashes from the outside source were beginning to grow out because they were two weeks old or more, so client picked off the extensions herself before the follow up visit, causing great damage to her natural lashes.  See attachment for the explanation.  Our second Lash Artist corrected what she could and lashed what she could - while explaining to the client about the foreign lash outgrowth and damage caused by clients' picking off the extensions herself.  The Lash Artist also had to spend extra time cleaning off residual adhesive due to client wearing strip lashes (on top of our lashes).  This also causes damage.  Damaged lashes take time to heal.

  Regarding the extra fee - it was a misunderstanding and we refunded the cancellation fee immediately.  Moot point.  

  This is from her complaint regarding the second visit:

  "The set came out more like a cat eye which I said I did not want. They are way too long as well, especially in the inner corner. When I got home I tried to trim them but I dont really have the right type of scissors for that. She said on the left side she doubled up the extensions on one lash to make them look thicker, but it just made them look like spider legs on one side because only fans can really fill gaps." 

  This is absurd and the first time we are hearing this part of the complaint. She cut her lashes?  Wow!  I reached out to her personally to explain that we refunded the cancellation fee mistake.  I also explained that we did what we could to her damaged lashes but it usually takes us 2-3 visits to heal and correct foreign lashes that damaged natural lashes.  I offered to get her back in at a discount to keep the process going.  She refused and only wanted a refund.  

  We will not refund her $115 because she was unhappy with the lashes that were greatly damaged from her picking them off.  We did what we could, knowing it would take a few visits to correct the damage.  

  We take pride in our expertise, professionalism, and customer service - as you can see from our 550 ****** reviews.  We don't however refund because a client is unhappy with the outcome caused by her damaging her own lashes and then blaming us for not having the correct look.

  Thank you and please let me know if you need anything else.  

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21835069
  
  I am rejecting this response because:
  
  In your first paragraph, you state you sold me a "wet set look." The second employee I visited at your shop, ******, told me that you don't even do wet sets or train on them. So the first employee, ******, would not have known how to begin with, which I was never informed about. ****** also told me that ****** has only been working there for one month! Why are you pretending that you sell wet sets all of a sudden? You sold me a service you do not offer. It is very common to have foreign lashes on. Lash artists are supposed to remove grown out lashes at every visit, otherwise they become painful. The fact I had to come back a week later because she failed to do so was something I never should have had to do, especially pay for again. This was not a "follow up," this was me having to return to finish what she didn't do the first time. Taking off grown out extensions does not cause damage.
  
  Agreed, the additional fee is a moot point, which is why I'm confused you keep bringing it up as if you did me some sort of favor.
  
  Regarding my complaint; why are you saying it's the first time you heard about this? I first emailed you about it on June 5, meaning an entire week prior to my complaint to the BBB. I did not hear back from you. When I reached out via text for the second time is when I finally heard back. If BBB offers me the ability to submit more images I will happily show this.
  
  You offered to get me back in with a discount? That is a flat out lie. Please provide documentation where this was ever an option? Also why would I want to come back AGAIN when I've been disappointed twice. Makes no sense. 
  
  I went to my new place a couple days later and she did an AMAZING job. I am attaching here a screenshot of my new lash artist with her testimony of the state of my lashes when I came in from Deka Lash, as well as an "after" photo of what my wet set looked like once she finished. This is what it's supposed to look like. If my lashes were so damaged.. how come they look so good now? The before and after is wildly different. 
  
  I spent time navigating through reviews for Deka Lash and several people mentioned their lashes fell out immediately after leaving. One client mentioned they would not even let her return because she had left a negative review and the owner stated she "reserves the right to refuse business to anyone for any reason." One response to an unhappy client's complaint even went as far as accusing the client of most likely getting their salon confused with a different one. It seems the owner does not want to take accountability for her staff being poorly trained and poorly executing, and especially does not want to provide refunds when they do fall short.
  
  Per the photos - you can see the clumps that were made on my lashes with her staff "putting multiple extensions on one lash," which is a huge no-no with lashing. That makes them very heavy and causes damage. You can see how grown out my lashes were when leaving Deka Lash and how I still have many natural ones left.
  
  Please get off your high horse and do the right thing by refunding me and saving your reputation. 
  
  Sincerely,
  
  ******* *****