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:07/30/2024

  Type:Product 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.

  i had lashes placed on 7/2/24, the first few days they were uncomfortable. vision was cloudy. eventually subsided. however, within 4 days they started to come out and the glue was starting to hurt. i bought the kit they sell to follow the directions to make sure get most wear out the the lashes. by the following tuesday, my eyes were sore and i reached out to the company via website. that was a week later. 7/8 or 7/9 with no response. i then reached out again 7/11/24. explained my problems and wrote and said they did not reach because they could not find me on file. ??? i then gave them additional information. They then offered to redo the lashes. i did respond letting them know because of the problems i had with them. i requested refund. 7/15/24 then they requested to take them off. i explained if original letter was read they would've known they have fallen off weeks prior. again asked for refund. They then begin to tell me they cannot. after all the run around i just want my money back. within 4-7 days they all came out. my eyes hurt and i didnt need the product replaced. i hae the email and text if needed.

  Business Response

  Date: 08/14/2024

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

  I am writing in response to the complaint submitted by ******** ********(******** ****) regarding the lash service provided at Dekalash Evergreen Walk on 07/02/2024. We take all customer feedback seriously and strive to ensure that every client has a positive experience with our services.
  We regret that ******** was not satisfied with the lash service. Our goal is to provide high-quality services that meet our clients’ expectations.
   we conducted a thorough review of the service provided to ******** Our records indicate that the service was performed by a certified lash artist who followed all standard procedures. However, we understand that individual experiences may vary, and we are committed to addressing any concerns our clients may have.

  ******** had contacted us on 07/10/2024, and to resolve this matter, we have reached out to client to offer a complimentary follow-up appointment to address any issues and ensure their satisfaction witch she refused, and since she mentioned her eyes were irritated also invited to come so that our lash artist can take a looked at it and again, she refused. Additionally, all she wanted was a refund on set of lashes that original price $170, and she paid $69.99 from a promotion discount and $52.00 products that listed no refund on the bottom of her receipt.  we believe that this approach demonstrates our commitment to customer satisfaction and our willingness to make things right.

  We appreciate the opportunity to address this matter and hope that our actions will resolve the client’s concerns. Please do not hesitate to contact me directly if you require any further information or if there are additional steps we need to take.
  Thank you for your attention to this matter.

  
  Sincerely,

  Fabiola J************

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

  Customer Answer

  Date: 08/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They took two weeks to respond to my complaint. I expressed that I had reaction to the lashes. Under some circumstances a refund should be given. They did not listen to my complaint and wanted to put another set of lashes on. ???? I think under certain complains thy should provide a refund since these dis not stay on and my eyes had a reaction to them. Yes I refused to have another set on. Again because of the reaction. This is not setting a good example to other customers because this didn't meet my satisfaction. 

  Again they took two weeks to even respond to my complaint. And with a reaction I'm not going to take a gamble with my eye sight. 

  I just want a refund for the 130.00 which I paid for to put this behind me. 

  And frankly was ever mentioned that there was no refunds at all. And it should be noted before the services are done. 

  
  Sincerely,
  
  ******** ********