Complaints

This profile includes complaints for Deka LASH's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Deka LASH

  4000 Town Center Blvd Ste 320 Canonsburg, PA 15317-5837

• 

  Deka LASH

  5932 Centre Ave Pittsburgh, PA 15206-3851

• 

  Deka LASH

  183 Old Mills Blvd Washington, PA 15301

• 

  Deka LASH

  3527 Washington Rd Canonsburg, PA 15317-2952

• 

  Deka LASH

  3075 Washington Rd Canonsburg, PA 15317-3202

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:01/17/2025

  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.

  I have a complaint about my lash appointment I am very dissatisfied with my lash result. I paid $179.99 for my lashes to not even be the way I asked this clearly isnt a mega volume and if the lash technician knew she wouldnt be able to achieve mega due to the gaps she found in my natural lashes as she showed me the pictures she took then she shouldnt of done it and even further more she should of charged me for Mega because she couldnt achieve it. Just the whole appointment was off like the lengths I wanted were not available I dont think she took her time to achieve the whisky look. I think she was new and didnt know what she was doing. I am unhappy with and want my money back. I did not $179 for my lashes to already start falling out.its a complete ripoff

  Business Response

  Date: 01/31/2025

  We sincerely apologize that your experience at Deka Lash did not meet your expectations. We take great pride in providing high-quality lash services and always strive to ensure our clients leave happy with their results.
  We appreciate your feedback and want to make things right. As part of our commitment to customer satisfaction, we offer a redo appointment to address any concerns and make adjustments to your lashes. We would love the opportunity to have you return and work with you to achieve the look you desire.
  Our lash artists are trained to assess the health and condition of natural lashes to ensure the best results while maintaining lash integrity. If there were any limitations due to natural lash density or gaps, our technicians goal was to create the fullest and most flattering look possible based on those factors.
  We truly value our clients and want you to have a positive experience with us. Please let us know if you'd like to schedule a complimentary redo, and we would be happy to assist you.
  

  Customer Answer

  Date: 02/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately at this point and for the inconvenience of my time and  the price point I paid almost $200 thats a lot for not having the length the look and just not even trying to give me the desired look I asked for.  Not only was that not communicated to me but the lash technician didnt have the right materials to do the right look. For instance I asked for whispy, my lashes had no *****s she said she only had this one particular ***** which blended in with all the other lengths which didnt give any dimension or contrast. The fact that she had only been doing lashes for only three years and there wasnt any other Master Lash technician to over see or jump in from the beginning there was a problem and I should not of let her do my lashes. When I asked to see her work and she should me one of the other lash technicians work. At the end of the day I am a licensed cosmetology teacher and if I didnt feel like I could achieve the desired look that this customer wanted I would have passed it on. She charged me for mega and I wasnt even given mega or volume it looked more hybrid. You all are charging top dollar and not delivering the results nor having the necessary supplies to meet the needs you need to step up your lash variety and what you offer so your lash technicians an do better because with whats supply you have it already doesnt set them up to be able to achieve the looks to keep up with demand and this industry is very competitive. You all are charging almost $100 over the average cost of lashes meaning a hybrid set should only be $79. No where is what you charge within reason not even for a mega volume set. Anyways I would like my refund for all my inconvenience across the board I wont be stepping back foot in a DekaLash.
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:08/30/2024

  Type:Billing 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.

  Charging 100% for a services isn’t a no show fee. And your policy isn’t binding. Charging multiple people 100% for a service that has not been received is illegal even if it’s in your policy. And by law a no show fee can’t be 100% of the service. This is what they did to me after being 10min late to a service and cancelled it. I want to get my 180 back and if not at least half because then half would actually be a no show fee.

  Business Response

  Date: 08/31/2024

  Hi ******,

  Thank you for taking time to speak with me on the phone. I hope the agreement we came to is satisfactory to you. Again, we deeply appreciate your business and we will continue to do all we can to ensure our customers are satisfied. Please reach to me if you need anything.

  God bless,

   

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair 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.

  I had lash extensions placed the end of June at the Carmel In location. Lashes began to fall off immediately. I went back in to fix but they fell out even more. I had to remove because they would only fix once and they fell out even more after that appt. It was difficult to get accurate pictures to show how much the lashes fell off. I have had extensions from other companies that lasted longer and were less expensive so I can speak with authority. I am deeply concerned that I was attacked/ doxed by the owner after posting my review. She made misrepresentations about me personally and was not truthful in response to my review. This is very concerning and makes we question the integrity of the business and the safety of its consumers. 1. I did not receive a full refund. I was refunded $139 out of $212. Was not able to return unopened products and was not made aware they were non returnable. 2. I did not intentionally cause chaos as that is offensive and untrue. I submitted a review on the business based on my experience. 3. Doxing me by posting my name is very unprofessional and endangers the privacy of consumers. 4. Making false claims by attempting to discredit me regarding my expectations is highly unprofessional.

• Initial Complaint

  Date:06/24/2024

  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 received a lash extension service on June 22nd 2024, after my lashes were finished I initially did not like the way they looked or felt but thought I would get use to them. As the day went on the glue on the lashes started feeling very painful and leaving small abrasions on my eye and lower lash line, they began to bleed that night forcing me to remove them at home with coconut oil, when I contacted Deka lash the next morning I was told that they would not refund my money but could reapply the lashes, the problem is I no longer have natural lashes as the removal pulled what lashes I had left out, so they would be nothing to attach the extensions to even if I wanted to have them redone. I would like a refund and potentially a settlement for this incident.

  Business Response

  Date: 06/25/2024

  As stated, *******, came into our studio on 6/22 for full set of lash extensions.

  During her service, she was provided the proper after care instructions, which includes do not attempt to remove the lash extensions on your own. These need to be removed by a licensed and trained professional (someone on our team).

  Based on her comments, it looks like she attempted to remove the extensions on her own, which would be the cause for being in pain/bleeding and pulling our her own natural lashes. This is why we make a big deal about not attempting to do this on your own, as it creates a big problem.

  I am sorry she had to go through what she did, I am not sure if she just didn't like the way they looked or really felt uncomfortable. Regardless, she should have contacted us first as we would have gladly removed them right away at no charge.

  Furthermore, we even offered to give her another full set at no charge whenever she would like to come back in. Whether it was next week, next month or 3 months from now, I wanted to offer her a complimentary full set of lashes so she could get the look she wants. She since has threatened to contact her lawyer and sue us, and now filing a complaint here (on BBB), which at this point now makes the situation that much worse and makes us want to help her that much less.

  I am attaching a consent form she signed which states some of the aftercare dos and don'ts.

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  Regards,
  
  ******* *********

• Initial Complaint

  Date:05/30/2024

  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.

  I paid close to $200 for my lashes to be filled. The lash technician told me I should pay for a hybrid refill, which I did. However, I did not receive a refill. In fact, despite the price, the technician did not adhere lashes properly and did not perform the job. Despite my care of my lashes, within the same day 50% of the lashes had fallen out. The manager admitted in the screenshots below that the technician did not know how to properly perform that service, therefore she should not have been performing it at all and should not have charged me. Further, the employee was very rude and used her phone during the process. I have not experienced that at other salons. The owner even admitted the technician was not equipped. At this point, they refused to provide me with my money back despite my very reasonable request for services not rendered. If the technician was not able to perform such services they should not have done so.

  Business Response

  Date: 05/31/2024

  I am the owner of Dekalash and was communicating with Client along with Jasmyn who is our manager , master artist and Dekalash certified Trainer . Jasmyn had performed the services for Ms ***** .

  Customer booked a Classic full set (there should be no prior lashes for Customer to book a new Set ) . Upon arrival and discussion with Jasmyn , Client was suggested for a refill as she had lashes already on that was matching Hybrid style and they both agreed . The service was performed and Customer paid $135 per attached ticket .

  As a good Customer service , we followed up next day and Customer was happy with Lashes and appreciated Jasmyn (text screen shot is attached.

  Next day, Customer seems to be getting Brow services at other salon and based on feedback from other Salon she reached out to us . We immediately responded sharing that 2 different products might have some compatible issues and it could be her old lashes shed. 

  We immediately offered her to come for free fix but Customer continued to be rude and use unappreciated language for Jasmyn who was a great artist just previous day and on day of service . Customer continue to claim of fraud and we accepting to her our staff was untrained and was not capable of service (we never did and have attached the full transcript of communication) 

  We still continued to offer her help to come and get free fix in spite of her threating to go legal and file complaint against us (full communication transcript is attached ).

  At this point I am nit sure where are we at fault and looking for guidance .

   

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They are erroneously claiming that I did something wrong to lose lashes. I have gotten refills every two weeks for a decade. This is a problem with their technician. They admit in my attachment that their refill doesn’t adhere well, but when I was being charged $170, there was no mention of this. Had they been honest, I would have opted to not receive the service. Their “transcripts” are the same texts I have attached. Though the service initially seemed fine, it is clear within hours my lashes fell out. Also, I drove nearly four hours to go to their location because I trusted the brand. They did not offer to compensate me for my gas or time to return to fix their error. Moreover, if their staff is so great, why do they have several one star reviews on Google saying this place is fraudulent and their technicians do not know how to fill lashes? Clearly there are several people who have endured their scam - advertising a technique they cannot perform. Unfortunately, they have made a business dispute personal. I was never rude I have been matter of fact. They have admitted their service does not work well and it was not performed well. I am unhappy and this is fraud. 
  
  ***** ****** **** ***** ********
  

• Initial Complaint

  Date:02/26/2023

  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.

  After spending an exorbitant amount of money with the Parker, Cherry Creek franchise, all of my unused credits/ money paid in “expired”. While the owner did give me extra time to use credits originally.. I was not aware that my money would “expire”. To note this is the same type of practice that other service franchises have had papers filed on them for. The amount “expired “ was quite a good sum of money.

  Business Response

  Date: 03/01/2023

  Deka Lash is a membership-based concept offering discounted pricing as a perk with a membership. The membership offers $1.00 of membership payment = 1 credit to use toward product or services. For example, for every month that Client paid her membership at $119.99, she received 120 credits (dollars) to use toward product or services, which accumulate month over month. Deka Lash policy states that all credit balances after non-payment, membership cancellation, or extended membership freeze would expire within 90 days of inactivity. All clients are made aware of this policy when signing up for memberships.
  
  Client has been a member of the Deka Lash Parker studio off and on since March 2020. My business partnership bought out the studio on November 1, 2021. While I do not have access to audit her entire account, I am able to audit her service history and will summarize.
  
  After taking over in November 2021, Client's account was brought to our attention on December 10, 2021, because she had an excessive credit balance of $1,385 dollar/credits due to paying membership and not using services. She also had 7 months of nonpayment. We reached out to all clients with excessive balances to offer reasonable extensions of freezing the account until credits were reduced. Her credits should have expired 12/4/21 due to inactive status because of excessive freezing and nonpayment.
  
  We offered Client a six-month extension to use her credits and froze her account until June 10, 2022, with the understanding she would come in to use the credits. Her first appointment was not until May 13, 2022, which we debited $110 dollars/credits. We generously offered another extension to December 2022 to use credit balance with the understanding that the balance would expire on December 13, 2022. Client used $600 credits on August 9, 2022, and then another $110 credits on September 21, 2022, leaving a balance of $475.
  
  Client was fully aware her dollars/credits would expire on December 13, 2022 - a one year extension past the Deka Lash expiration policy.
  
  Client came in for a service yesterday demanding use of the expired credits/dollars. It was explained that her credits expired on December 13, 2022, as agreed and that she would have to pay out of pocket for the service yesterday. She refused and walked out. I again explained via message that we would not extend her expired credits again because she hadn't come in for six months and was misusing our generous extension, which led to this complaint.
  
  Please let me know if you need anything else.
  
  Thank you!
  
  Regards,
  
  Lexi T*****
  Multi-Unit Franchise Owner

• Initial Complaint

  Date:09/29/2022

  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.

  Today, Sept 29, 2022. They took my money, but refused to do my lashes! Tina, at Totem Lake Plaza in Kirkland, WA kept lying and lying to get out of doing my lashes. Quite the scam, getting people’s credit card to charge it, while refusing to do anything! Made me drive an hour, telling me they were going to do it, even up until I walked around the area trying to find the shop, she was asking if I was still coming!!! I walked in, she said she was going to do it, but her boyfriend must have called, because suddenly she decided she didn’t want to do it, and said the lights were going to automatically turn off. LIAR!!

  Business Response

  Date: 10/24/2022

  Hello ********, It is extremely unfortunate that this client decided to complain about my studio to the BBB.  My team and I do our very best to provide the best customer service within reason.  The beauty industry is tough and we have to manage through lots of various types of clientele and we will do whatever we can to ensure we can accommodate their needs as reasonable people.  At the same time, I will also protect my team from abuse and aggressive clients who just want to get their own way and take advantage of my team.  My team has to be respectful of each and every client's bookings and abide by policy.  The clients must do the same.  This is not new and unique to my studio. It happens industry-wide.  We enforced a policy that we communicated multiple times to the client, which they've even confirmed via email and/or text.  
  
  As you'll see below, I have provided as much information about the situation we had to deal with this client.  Please let me know what other details you may need but I pretty much shared all the facts and supporting evidence from our system.  This is all copied and pasted directly from our POS (MyTime), including communication.  
  
  Studio Reviews:
  First off this is our overall review rating:  4.5
  I have responded to each and every one of the reviews, good or bad.  
  
  In addition, Deka Lash is a franchise company across the country and in Canada, my studio being the first in WA State.  It has a great brand name and I follow all related policies accordingly.   
  image.png
  As you'll see, I responded even to the client's poor review of us with the facts.
  image.png
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  When she had finally arrived at the studio, it was already quite late.  As I explained to her on the SMS (see below) and in her online review, there is only a certain amount of time we can apply the particular service she booked her appointment for.  
  
  This client was brand new.  She booked an appointment.  She signed a disclosure on what is expected in terms of arrival.  She received multiple appointment reminders and what our no-show/late/cancellation policy is.  She confirmed her appt.  Yet she was late for her appointment.
  
  image.png
  Booking transactions and confirmations
  image.png
  image.png
  
  I had this SMS exchange with her.  As you can see, right away she was claiming a scam.  I reached out to her immediately because my staff was feeling uncomfortable with her in the studio because she got extremely aggressive.    
  
  image.png
  image.png
  image.png
  See attached waiver and cancellation policy:
  Every single communication includes below verbiage.  She booked for a True Express Full Set.  She was more than 10 minutes late. 
  
  Reminders:
  Late Cancellation Policy: If you cancel or reschedule an appointment within 12 hours of the appointment time, you agree to be charged 50% to your card on file. 
  
  No Show Policy: If you do not show up for an appointment and do not notify us beforehand, you will be charged 100% of the service price to your card on file. A “no-show” is defined as a client who fails to be present at the time of the scheduled appointment, is more than 5 minutes late for all TrueXpress and appointments lasting 30 minutes or less, or is more than 10 minutes late for all other appointments.
  
  Please call ###-###-#### or use the Deka Lash App to message us if you have any questions or have issues regarding your appointment.  
  
  
  This is how many confirmations and appointment reminders we send:
  image.png
  
  Thanks for your time.  I look forward to your review and adjudication of this situation.  
  

  
  

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair 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.

  I had my lashes done at the Boardman location. They looked great but witching a couple of hours they became very painful. The pain worsened over the next 24 hours, the lashes were stuck together in clumps and some were stuck on the skin of my lids. I called Dekalash and was told to come to the salon and they would take a look. I immediately drove to the salon and there was nobody there and the doors were locked. By the next day about 50% of the lashes had actually fallen off. I ended up going to another salon midweek to get the rest of them removed (by that point only about 25% were remaining). The removal process was painful as the lash tech said way too much glue was used and 6-8 eyelashes were attached to each remaining extension. They lashes were removed eventually but with pain and damage to my natural lashes. I have had lash extensions for 4+ years from a different salon and have never had these issues. I called dekalash to cancel my membership, they told me it wouldn’t be a problem and they would even try to waive the next charge. The received an email the evening before my membership was to be removed stating they couldn’t cancel my membership within 30 days and I would be charged in full for the next month and I would have to call back again to cancel my membership.