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:12/05/2023

  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 purchased a Groupon: full set of lashes and 2 week fill appointment. The very next day multiple lash clusters has fallen out. I called to let the company know. They told me that sometimes lashes do this. After speaking with others, this isnt typical. During my initial appointment, the receptionist asked to schedule my 2 week lash fill appointment. ************* who did my lashes was unavailable at the 2 week ***** therefore, I was offered a Saturday appointment, which was a few days past my 2 week ***** Please note: I didnt suggest this date. The Thursday before my appointment, I came down with a horrible rash. Friday morning I contacted the company and let them know I needed to cancel my appointment due to the possible contagious rash and the possibility of spreading it to other clientsI did the responsible thing. I was encouraged to keep my appointment or pay an additional $35 since I was scheduling out of the 2 week period. I could have rescheduled for that Sunday or Monday as long as the uncomfortable rash had subsided. I was asked to call them once I heard more from my doctor about the rash. My doctor gave guidance. Ultimately the rash was still present, had worsened and was uncomfortable. Thus, I canceled my appointment lash appointment and got in to see a doctor about the condition. I was told Id be charged a $50 cancellation fee and if I wanted to rebook, Id be charged $35 additional dollars for the refill (a discounted for the normal $75 fee). After conversation, the $50 cancellation fee was forgiven. I am uncomfortable with paying more money and certainly concerned that a grooming or beauty business would suggest a client maintain an appointment when they are potentially contagious. Theres an ethical and healthy/safety concern.

  Business Response

  Date: 12/06/2023

  Hello BBB,

  I am the owner of Lash and Glow and also a Master Lash Stylist. I have already called and spoke with **************. I listened to her complaint which is consistent with her complaint below. I told her that as the owner of Lash and Glow that we were very sorry that this had occurred and assured that we also would never want someone to come in with a rash. I explained that contagious or not, it is possible that medications taken for treatment of the rash could cause an allergic reaction to the application of individual lash extensions. I explained to her that my front desk staff was attempting to get her in because it was going into the holiday weekend it would be difficult to reschedule in an adequate time frame without going into a longer fill that the Groupon does not cover. (Groupon voucher is for a Full Set of Classic Lashes and a 2 Week Fill). After speaking with **************, I had a meeting with my front desk staff about extenuating circumstances, such as this, and how to handle them, and to always refer to me if they are unsure.

  In regard to the complaint and her desired outcome she wanted: At the initial Full Set appointment/redeeming of Groupon Voucher, she reviewed and signed the 24-hour cancellation fee. (Which is Industry Standard)

  On my phone call with **************, she did not ask for a refund. It is a Groupon so I cannot refund, but I offered her a free service of lashes, which at this point would be another Full Set but she declined. She thanked me for reaching out.

  I attempted to achieve an outcome that would be the equivalent of a refund but she declined it. The offer is still there if she changes her mind.

  Respectfully,

  *************************, Owner and Master Lash Stylist

  Lash and Glow