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Business Profile

Eyelash Extensions

Lash Out

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyelash Extensions.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:05/15/2023

    Type:Product Issues
    Status:
    Resolved
    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 a scheduled appointment to have cosmetic work done at the business, Lash Out in *************. The day prior to my appointment, a dog I had been fostering for some time had a medical emergency that required me to rush her to a 24 hour pet hospital where I stayed with her for many many hours. She was eventually transferred to a specialist in ********* where it was determined she had lost all brain activity and was humanely euthanized.The event was very difficult for me to process emotionally; I had grown very attached to my ****** dog, *****. Even so, I was cognizant enough to contact Lash Out 8 hours prior to my appointment, via both ******** message and text message, to let them know I would not be able to attend and would like to reschedule.The owner of Lash Out offered minor condolences and then made me aware that I would still be charged for my appointment since I had not cancelled outside of the 24 hour cancellation policy. As a small business, I understand, wholly, the need to guard against lost revenue and think cancellation policies such as this are fair and reasonable.The Lash Out cancellation policy posted to their website states that cancellations inside 24 hours would result in 50% the cost of the appointment. Unreasonably, I was charged the full cost of my appointment to my card on file with them: a 100% fee. This is at odds with their publicly posted cancellation policy and a violation of my right to doing fair and lawful business in the *************.Upon request, I can provide screenshots of my conversation with the owner of Lash Out as well as bank records to prove my account above is true. I am seeking the BBB's support in holding this business accountable, assisting me in recouping 50% of the 100% fee I was unreasonably charged, and working with the business owner to contact me, preferably for an apology.I look forward to your review and support. Thank you!

    Business Response

    Date: 06/21/2023

    I use Vagaro as my online booking platform. When anyone goes to book an appointment, they have to agree to my cancellation terms. I don't use ******** as my scheduling platform or as a way to communicate with my clients. My business number is my cell number, so my client's are always encouraged to get a hold of me that way. Its the most effective way for me to hear from them and respond promptly.

    **** sent me one ******** message regarding her appointment.  I'm the one who initiated our text correspondence that day. I always text my clients 10 minutes after their appointment is supposed to begin, and then wait another 10 minutes before I charge them. **** didn't respond to me via text until after I had already charged her.

    In our conversation I explained to her that I don't get ******** message alerts for my professional page like I do my personal one, so I was expecting her to be there. I indicated that going forward, I would appreciate it if she touched base with me via my cell if she wanted to cancel.

    My initial opinion was that, her effort to cancel her appointment was insufficient and decided to charge her the 100%. 

    I decided on my own, to give her a 50% refund and an apology, on May 17th, before I got the notice from the BBB. I opened the notice 6/21/2023.

    I've attached some photos to support my case. Please let me know if you don't get those. 

    Thanks so much,

    *******

     

Lash Out is NOT a BBB Accredited Business.

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