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:03/17/2023

  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 got my eyelashes done by The Lash Lounge 3/7/23 and they started falling out immediately and I also had an allergic reaction. I went back on 3/9/23 to have them redone and had another allergic reaction. I later found out they were supposed to perform an allergy test but didn't. This entire experience has been horrible.

  Business Response

  Date: 04/02/2023

  This issue has been resolved on a timely better to the best of our ability. 

  Guest received professional lash extensions on 3-7-22 for $159 as a new guest. Normal price is $285 (Discount of $126.00) She left a $32.00 tip. Gratuities normally indicate guest satisfaction. 

  Guest called on 3-8 complaining some lashes fell out. Allowed to come in on 3-9 and received a $95.00 lash fill at no cost. She left a $20.00 tip and complimented the stylist publicly. Gratuities normally indicate guest satisfaction. 

  On 3-11, guest called at about 1:00 pm complaining about a possible allergic reaction and we had her come in immediately at 5:30. She was working that day and unable to get in earlier. We did a complete lash extension removal at no charge. 

  This guest then, through another source and not directly to our independent business in ************, indicated she wanted further compensation in the form of a full refund. 

  Guest received the original $159.00 full set refund and an additional $30.00 for a product she purchased. We did not return the gratuities she voluntarily gave to the staff..

  This situation has been resolved to the best of our ability and this guest, to date, has refuse correspondence with this location but has corresponded with our corporate office, who has likewise asked her to contact this location. 

  Business Response

  Date: 04/02/2023

  Second BBB Submission:

  It should also be noted these refunds were made on 3-14 and 3-15.2023. She made the BBB complaint on 3-17 after receiving her refund(s).

  Business Response

  Date: 04/02/2023

  Allergy tests are done at the request of the guest and are not a matter of routine. They are and never have been required. This is an elective service.

  Customer Answer

  Date: 04/03/2023

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

  If I had known I would still be dealing with this painful allergic reaction to the lashes nearly a month later, I would have never publicly thanked nor tipped anyone. I wouldn’t have spent a dime. I wouldn’t have boasted about how awesome it was. I regret now, looking back, being immediately thrilled for having gorgeous lashes (that then caused a severe allergic reaction). The allergic reaction built up over time and I documented from the get-go every single day of it. Had I known that the Lash Lounge is supposed to perform an allergy test on me, I would have done that, as I noted multiple times that I have sensitive skin. Immediate results were awesome which is why I came back the next day after I got them done (when they were falling out).. Because I thought you would fix them and my eyes would be gorgeous for at least two weeks. That’s when it got even worse. I was told to come back and you guys would know what to do. I came back and the Lash Lounge of Chesterfield just made the allergic reaction WORSE. Again- no allergy test was performed. I was promised a full refund and I would like a full refund. Also, the GM of The Lash Lounge left me a voice note that said he was going to do a color test on my eyelashes and wanted to get me scheduled?? I did not feel comfortable talking to someone who wanted to do anything to my eyes after what I was (and still am) experiencing. I was assured I would get a full refund, that is what I was expecting. I was charged on March 15th $30 for the removal fee even though I was guaranteed I would not be charged. All in all, every penny I spent at this place should be refunded since I did not ethically receive the services offered. I do not want them to have my card on their files. That amount should add up to: $273.99 USD. Based on my bank statement, that is the total that should be refunded to me from the Lash Lounge of Chesterfield. It is not. They refunded $189.00 USD. Please provide a full-refund. A snapshot of my bank statement is included in all of the past photos.

  Thank you.

  
  
  
  
  
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