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:05/04/2023

  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.

  I had a lash lift in December at Element Day Spa. The next morning my eyes were crusted over and almost glued shut, and were watering excessively all day. I called the manager, Stacy because I was alarmed. She said No one else had this reaction. I asked for a refund ($65) and Stacy said she would call the owner. I called at least 4 times to ask what chemicals or instruments were used. It took them 4 months to provide a list of what was used. I'm STILL experiencing my symptoms- I have to use hot compresses and eye drops EVERY day. They strung me along for 4 months, but ultimately they did not offer a refund and stopped returning my calls.

  Business Response

  Date: 05/09/2023

  Attached is the email to the correspondance I sent ****** **** regarding receiving a refund. She is lying about everything and we are taking legal action against her. Her service was on December 15th. She called on January 5th and emailed on January 6th. I asked for pictures and or doctors visit notes. I informed Ms. **** that per our distributor that a reaction from the products would have occured no later than 48 hours after service, which was December 15th 2022. She did not reach out to us the next day. Her first contact after the service was January 5th 2023 with a phone call and January 6th with an email. She refused to send us pictures or doctors notes. We stressed that we could not do anything unless we saw pictures. She said she didn't have a great camera. We said it doesn't matter just so we can see an image it does not have to be great. I can see if what she is saying happened even if the picuture does not have great resolution. We asked her many times for this. She never complied. She responded with excuses. She has shown us zero proof of what happened and because she did not contact us until 3 weeks after her service, after speaking to our insurance, doctors, and the company that distributes the products we decided that it was not our service/products that caused the issue. Ms. **** continued harassing us and telling us that she was still having issues. I responded that she must be using something else daily causing this issue. She refuses to believe this. This absolutely cannot still be ongoing and be from our service on December 2022. We did send an email telling ****** that we would not issue a refund at which time she was asking for half back and not the full service like she stated. The manager met with her in person on March 8th 2023 because she was constantly harassing the company with endless phone calls and messages. When she met with the manager @330 on March 8th 2023 the manager reported back to me that there was absolutely nothing wrong with her eyes and she proceeded to ask again for photos and or doctors notes. Again, Ms. **** would not comply. She has been slandering and defaming my business. To which we will be taking action if it continues. She never contacted us about the service on 12/15/23 until 1/5/2023.