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:08/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  This place is running a scam. I called to book an appointment and specifically mentioned that I wanted volume lashes, along with using the $151 discount coupon from their website, which would bring the price down to $174. During the call, the representative didnt mention anything about different levels of volume or ask me to choose one. She recommended a senior technician for my appointment, which I assumed meant a highly skilled professional. She also requested a $50 deposit to secure the booking, which I paid over the phone.However, when I arrived for my appointment, the senior technician presented me with a flyer and asked me to choose a volume level from 1 to 3. The website had shown the $174 price for volume lashes with the discount, but it turns out that this price was for Level 1 and was the normal pricenot a discount. I felt scammed because even if I had walked away, they would have kept my non-refundable deposit. I reluctantly chose Level 1 since the other levels were about $200 more.After the session, I was extremely disappointed. The lashes didnt look like volume lashes at allthey appeared more like classic or regular lashes. My eyes were also looking droopy! They were so thin they didnt even match the thickness of my natural lashes. To make matters worse, some lashes began to fall out almost immediately. I contacted the store via text to express my dissatisfaction, explaining that I wasnt informed about the actual prices, the different levels, or the so-called discount. The representative refused to give me a full refund, only offering to remove the lashes and refund half of the cost. After just two days, all my lashes had fallen off.This experience was absolutely ridiculous. Ive never had such a frustrating time getting my lashes done before. I demand a full refund!

• Initial Complaint

  Date:05/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  May 05/2024 @ 6:00pm I recently decided to get my eyelashes done for my birthday trip to *********, and unfortunately chose The Lash Lounge for this service. My experience was extremely disappointing and frustrating. This location seems to prioritize upselling over customer satisfaction and service.When I called to make the appointment, I made it clear that I wanted a full look. The lady immediately suggested I go with a senior technician. However, when I arrived at the location, the staff seemed confused about my request. The senior tech even had to ask for help from another technician. After a brief discussion, we agreed on a hybrid look, level #2. During the process, I repeatedly told the senior tech that I wanted a full hybrid look, level #2.Although the lashes looked nice initially, they were not what I expected once I got home. I contacted them as soon as I got home, via text, and sent pictures. Early the next morning contacted them again to request a visit for a correction. I was told that I had paid for the classic design and could come back within 24 hours to get them refilled. I explained that I was leaving on a trip and would not be back until Monday. They insisted that the offer was only valid for the first 24 hours.I contacted them again and spoke with the manager because I was concerned about being provided with the classic design instead of the hybrid look, which I had paid for. The manager changed their story, again! By saying that if I wanted the hybrid look # 2 (what I originally paid for) There would be an upcharge.This company is performing fraudulent services by lying and misleading customers. I regret choosing ********************** and will never return. Stay away!