Complaints

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• Initial Complaint

  Date:09/25/2022

  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.

  My sister, mom and I booked appointments 3 months in advance of my sisters wedding to get a full set of lashes. I called and confirmed 2x before that to make sure the 1x9:00am appt and 2x9:30am appts were booked and was told yes. At 6pm the night before, I got a call that a lash technician called in so that we had to change 1 of the appts. And that they only had my sister and I down for appts and not my mom.. they got us in for 9:30, 1:00 and 2:00. Making none of us together as something fun to do to start pampering for the wedding. I had asked about bringing champagne and Had told them prior its for her wedding. They could have cared less when I told them we really wanted to try and do it closer in time. They said we could take it or leave it. So we took them as it was 3 days before the wedding. The day of the appts, they called 10 min before my sisters (the brides) 9:00am appointment trying to cancel because another technician called in.. when I said shes the bride and its 3 days before her wedding she said that a technician would take her but didnt inform me or her upon arrival that it was a Master stylist (more money) the stylist didnt listen to what my sister wanted nor talked to her at all during the time getting them on. My sister did not like her lashes after seeing my mom and I (had different stylists) and said that she told hers that she wanted what we got but got like feathers on her eyes. She called to try and fix it and they told her there was no appts available and basically to just deal with it because they cant find anyone to fix it before the wedding. We called another location (owned by a diff owner) and they got her in right away to take off the lashes and put new ones on because she told them its for her wedding, what happened + they had heard other customer complaints from that location and felt terrible for her. There was no manager to speak to at the original location for 3 days. She deserves a refund for the lashes + ****************

  Business Response

  Date: 10/13/2022

  This issue tried to be handled at the store by several staff members unfortunately we could not come to agree on any solution with the customer. We do offer all customers complimentary adjustments 3 days within service to adjust anything that wasnt liked. 

  Customer Answer

  Date: 10/17/2022

   I am rejecting this response because:
  We literally got no call back about fixing the issue. We called several times to try to get in THE SAME DAY or next day and kept being told that they had no openings and then just literally didn't call back to let us know anything. 

  It was not trying to be fixed AT ALL! or she wouldn't of had to go to a different location. The front desk people had no idea what they were doing. My mothers lash technician said that they make the technicians look bad all the time and hate having to work with them. This is a joke of a business model. 

  
  

  Business Response

  Date: 10/20/2022

  We did have several phone calls with this client and or the clients sister who had called on behalf of the client.

  Unfortunately sometimes our stylists do get sick and or have family emergencies the day of and we do our best as a location to keep this as minimal as possible. Though sometimes there is situations we have no control over. We would have loved to get you and your family in right away but we unfortunately didn't have any staff available for the day so last minute with the call in of the staff member you had originally booked.

  Again, we do apologize if we didn't meet your expectations as we always strive to provide amazing customer service.