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Business Profile

Eyelash Extensions

The Lash Lounge

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 status

Complaint type

  • Initial Complaint

    Date:07/31/2023

    Type:Product Issues
    Status:
    Answered
    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 made an appointment with the Lash Lounge on ********************* in Austin, *****, for 10:15 am on July 21, 2023. The business texted me at 8:31 am on July 21 (the same day of appointment) to confirm this appointment. Their text includes the cancelation policy as follows however, they send the text without enough time for a customer to actually cancel without avoiding fees. Furthermore, when I advised that I couldn't make the appointment, they charged me for TWO separate appointments despite me having schedule services for one day, one time. I am not objecting to their cancelation policy most service-based businesses have one. But their communication around it is designed to collect maximum fees, not to allow customers to confirm their attendance/availability. Here is their text, sent less than 2 hours before the appointment time with no chance to avoid fees. I am seeking $117 refund for cancelation fee. "Hi ******, this is The Lash Lounge at Mueller to confirm your appointment today at 10:30am, type "C" to confirm. The Lash Lounge Austin has a 15-minute late policy, which states Lash Extension guests arriving more than 14 minutes late for your appointment, will be marked as a no-show and charged in full for your services. Thank you for your understanding and respecting our stylists time. We require 24 hours in advance to cancel or reschedule or you will be charged the full amount of the scheduled service, no exceptions. Please note that we are unable to accommodate late arrivals for any chemical or threading services. We look forward to seeing you soon

    Business Response

    Date: 07/31/2023

    ****** booked her appointment on 5/26 after her service and she got a confirmation email of the appointment that day (see CLs for evidence), she got her 48-hour reminder email on 7/19 (again see CL) and then she was sent a same day confirmation text when she had not yet confirmed her appointment.  She replied to **************'s text in Messenger.

    We clearly made every opportunity to confirm the appointment within our policy guidelines, she was notified of the appointment well in advance (she booked 8 weeks ahead of time). Additionally, she is a recurring guest who is well versed in our policies.

The Lash Lounge is NOT a BBB Accredited Business.

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