Complaints

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• Initial Complaint

  Date:08/28/2023

  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.

  I was a new customer and had an appt for a set of extensions. When I made the appt I explained I had extensions already that would need to be removed first. At my 8/12/23 appt the stylist said she didn’t know I had existing extensions and didn’t have time to remove them. She said we only had 2 hours for the appt and she could not do the removal. Instead of a new full set I would be getting a fill. I was ok with that. However, I did not get a complete fill. She said she ran out of time and I should come back in a week for a touch up (for more money). I was charged for a full set even though I didn’t even get a complete fill. Also, she finished with me in only an hour and a half after telling me we had two hours for the appt. She shorted me a half hour so it baffles me why she did not have time to do the complete fill. She kept pushing me to come back for a "touch up" in a week, which I would be charged for.
  On 8/19/23, I attempted to resolve this. They told me it is their policy to charge for a removal if you come in with extensions from another studio and as a courtesy, they didn’t charge me for a removal. Because I already got that for 'free' they were not willing to give me the refund I was requesting.
  Here is the summary:
  1) They did not give me a full set/complete fill which I paid for;
  2) The excuse was she did not have enough time, even though she shorted me a half hour;
  4) She kept pushing me to come back for a touch up in a week, for more money, to get more extensions.
  3) They did not give the requested refund because they said I wasn’t charged for a removal as a courtesy. However, she did not do the removal. So why should I have been charged for it at all? Not charging me for a service they did not do is not a COURTESY. Nor is it a basis to reject my request for a refund of what I was charged for.
  
  Please see the attached pictures and texts. They gave a partial refund of $45. I am requesting the remaining balance of what I paid, $119.04.

  Business Response

  Date: 08/28/2023

  We received a call from the client and she said that she will need a full set, but when I asked her if she currently had any lashes on, she said that there are some left from the appointment that she had over 2 months ago, which means that probably she would just need a partial removal. We did not put a full removal on schedule (extra 30 minutes) because as she explained she did not have a lot of lashes on. So we had exactly 2 hours (which includes convo with a client, time to sign a form, time for partial removal and sanitation of a workstation and instruments after the client).
  
  
  We did not push the client to do a week touch up, since we have a policy that we will put more lashes if a client is concerned about something within 3 days. But she reached out to us exactly a week after, which means we could not do anything for free at this point. Stylist said about a week touch up as an option we have on our menu, since it is a very popular service at our salon. 
  
  Also even though we have a policy ( attached on our studio wall and website ) that the client agreed with at the beginning while signing the form that states that we do not fill in over forfeit stylists works and the appointment will be considered as a full set, we still did a partial refund of a difference between a full set and a refill.
  
  And lastly, the only case in which we usually do a refund is an allergic reaction, so we made another exception for this client.
  
  This was also signed by her in the consent form that will be attached.
  
  
  Also, please note that our stylist wasted her time, eyelash materials and has received a new fresh set.
  
  
  Please see the attached: Studio policy, signed agreement, screenshot text conversation, 

  Customer Answer

  Date: 08/29/2023

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

  It is amazing how
  this business is spinning a web of lies to cover their incompetence.
  I did not say I had lashes
  from 2 months prior nor that I had very few lashes to be removed. I stated
  I had lashes from 2 WEEKS prior and I asked if they would need to be
  removed. The rep stated the stylist would make that decision at my
  appointment. 
  The appointment time was
  allotted 2 hours, to have a convo w/ the stylist and to sign the
  forms.  Well, I signed the form
  BEFORE the appointment started (the stylist wasn’t even in the studio at
  the time). The ONLY "convo" I had was the stylist repeatedly
  saying she did not know I had lashes and that she did not have time to
  remove them.  My appointment
  only  lasted an hour and a half. I
  was shorted 30 minutes of time.
  The stylist did in fact push
  getting a touch up in a week. She kept repeating that.
  I do not disagree with their
  stated policy of having extensions removed from a different studio. That
  is why I asked if what I had on would need to be removed.  The bottom line is I DID NOT LEAVE LBR
  WITH A FULL SET OF EXTENSIONS, neither from the stylist putting on a full
  set nor from the stylist just doing a complete fill.
  It is amazing to read that
  this business considered taking clients as a "waste of time" for
  the stylist. 
  Why does LBR require me to go
  back a 2nd time when the Stylist should have done it correctly the first
  time?
  I will repeat the bottom line
  as LBR seems to want to put up smoke and mirrors to deflect it, but: I DID
  NOT LEAVE LBR WITH A FULL SET OF EXTENSIONS THAT I PAID FOR.  

  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 09/07/2023

  The stylist provided the consultation at the beginning of the appointment where she explained the following: the client has a set of eyelashes that needs to be removed and offered the option to move the appointment as the estimated time for a full removal and a full set = 2.5 hrs. The client refused to reschedule and agreed to have a partial removal and do the fill during the consultation. The work was performed as agreed upon. Once the job had been completed, the stylist made sure to ask if the client is satisfied with results and the client said "yes". The touch up is a popular service that is provided for customers that after _a week_ of the full set service at our studio and more cost efficient vs. a fill up or a full set, so the service had been offered to the client. In conclusion, the services had been performed and agreed upon during the consultation and the client was satisfied with the results at the end of the appointment. As stated previously, the studio has a policy to provide accommodations to the customers that are not happy with the results within a 3 day window. Even though the first time we heard about this issue was a week after the appointment, the studio provided a partial refund of $45 for the services performed (difference between a full set and a fill) and a courtesy partial removal.

  Customer Answer

  Date: 09/08/2023

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

  That statement is a 100% LIE. NONE of that transpired, at all.  And if I allegedly refused anything, why is it we are just now hearing about that and not at the very beginning of this dispute??? I'll tell you why, because this company is in the wrong, they know they are in the wrong and they are scrambling to make up a story to make me look like the bad guy.  
  I repeat: THEIR STATEMENT IS 100% LIES. NONE OF THAT HAPPENED. This is just more proof that this company's business practices are shady and questionable.  

  
  
  
  Sincerely,
  
  
  
  ***** ****