Complaints

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• Initial Complaint

  Date:09/08/2024

  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 went to get permanent makeup done for my eyebrows and liner and now after they have healed up, I am disappointed in how the eyeliner looks as the lines are not clean and look scratchy. I reached out to the company via email and they refuse to admit any negligence on their part and have refused to send me a full refund for the cost.The initial service date was on December 8th (Order summary: Custom Brows and Eyeliner December 8, 2023 11:30am 210 minutes - $695).I was told I would more than likely require a touch up which I went to on Friday, December 29th 12:30pm 90 minutes - $195.On January 15th I emailed the company to disclose that I was not happy with how the services turned out now that my brows and liner have healed. I requested a refund and sent photos of what my brows and liner look like now after the services.Please note on January 16th after I have been emailing them about the disappointment in how the liner came out, they have since taken the service for eyeliner off their site now.On Wed, Jan 17 at 9:58 PM, I was sent only a copy of the electronic waiver.I would like to see if I have a case in this situation for damages. I appreciate your time.I am attaching the emails.

  Business Response

  Date: 09/15/2024

  Hello,
  I was the techician who services Ms ********   She booked and appointment for custom brows and eyeliner with NO wing for December 8, 2023.  The cost of the total service was $828.  The cost of the brows was $450 and eyeliner was $245 (She also recived a PMU combination service discount in the amount of $50.00). She also included a facial withe the service which was priced at $75
  Ms ******* asked if she could get the wing eyeliner even though she specifically booked No wing liner.  I explained to her that with the uneveness of her eyes and the excessive about of wrinkles/crowsfeet around her eyes that it would not be recommeded, She stated that she drove over an hour away and really wanted it.  She said she is aware of the skin around her eyes and she is ok with it becasue she draws on eyeliner all of the time.  I explain that tattoo eyeliner is different from a pencil as a tattoo is implanted in the skin vs a pencil is drawn on top of the skin.  She accepted the risk and wanted to move forward with the eyeliner.
  Also, during this time I also explained the pros and cons of the services, the aftercare and what to expect during the healing process.  I explained that as the body is healing that she may lose some of her eyebrow color, and she could assess it in 4 weeks and she can book online if she needed a retouch on her eyebrows .  
  on December 15th Ms ******* book a brow touch up online and a facial for herself.  She came in December 29th for her services.
  Later I was told by the office manager that she was unhappy with her service an wanted a full refund on all the services she recieved on December 8th.  Although we tried to work with Ms ******* on a resolution, she proceeded to leave negative reviews and demand a full refund.  It is her right to leave a review, but it is misleading not to tell the whole truth.
  as you can see in the photos attached that her eyes are clearly uneven, one is slanted down and the other us upward, as well as the crowsfeet. as I explained to her in the beginning,  if you draw a line on a wrinkle it does not make the wrinkle go away, you will just end up with a wrinkled line.
  Also, the receipt shows are no refund policy on services.  I feel that it is ridiculous that she is demanding a full refund on over 3 hours of services that were rendered, including the services she was happy with.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22255959
  
  I am rejecting this response because:  I would like to reject this response from the business and they did not offer and sort of refund. I was unhappy with the permanent line that was done unevenly and scratchy looking, that is what I would like a refund on only. I have also requested from the business the audio recording they have because I do not remember them telling me any of that information about my eyes. They have also not responded with a copy of the audio because I do not think they want to be held responsible for the horrible job that was done on my eyes, that mind you is permanent. If they felt that strongly against doing so they should have refused me the service and they did not do that, they were happy to take my money. I also feel that it is wrong that they even refust to apologize and appear to be upset that I left them a bad review for this service which is my right. Thank you for your assistance in this matter. - ******** *******  
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 09/23/2024

  Hello,
  Ms ******* was sent a copy of the waiver where she acknowledged she read and understood the  risk involved with all permanent makeup services and our policy at the time she booked her appointments.  .   Also,  she is asking for a refund for over 800 dollars and she did not pay that amount for the liner service. With the discount she paid $240 for the first services and $195 for when she come in for the second time.  Lastly,  it also clearly states our no-refund policy on services rendered on her receipts for EACH TIME she come in. 
  It is disappointing that Ms ******* is lying about not be advised about her services.  This is done for every person while they are sitting with numbing cream.  During this time she was also told about posssibly needing a touchup in 4-6 weeks depending on how her skin hold pigment.  So, she heard everything else except the part about her liner.   However, as an added measure, it is also required that the customer reads and acknowledges the risk before they are allowed to even book the appointment.   
  It is also a lie that she is claiming the office manager did not try to work with her. there are emails that documents the exchange made with Ms ******* offereing a credit.  it was stated in a previous email to Ms ******** she has a right to leave her negative review, just as we have the right to follow our no-refund policy.  
  So, to answer her question, we are not sending the videos as they are too large to send via email, this is why we sent a copy of her online waiver to show that she still  read and understood the risk and the policy.
  Secondly, we have a no-reufnd policy on services rendered.  She came in TWICE, for a service she claims she was uninformed about and unhappy with.  Also, doing the service was not a way to take money from her.  She orginally booked her appointment for basic eyeliner with NO wing.  Although to add a wing,  is an addtional $125, she was not charged for it.