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Business Profile

Eyelash Extensions

ILASHESBYS

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Eyelash Extensions.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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 type

  • Initial Complaint

    Date:06/10/2025

    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 found her instagram page and was interested in getting my lashes done for my graduation. I messaged her and sent her a $30 deposit may 29th. She said if anything comes up and you need to cancel let me know 24 hours in advance, i will confirm with you 24 hours before your appointment okay, so then she messages me until June 5th wanting me to confirm through a message.. I was at work and couldnt be on my phone just to find out she didnt even let 2 hours pass and hit me with my appointment was cancelled because I didnt reply.. I cant reschedule because my graduation is Saturday. She is refusing to give me my deposit back. I understand policys and timing, but no where in her policy does it say that if I dont reply instantly to confirm that my appointment is cancelled? She is so unprofessional because I kept asking her to show me where in her policy it states that and she couldnt even tell me where it said that.. shes giving me the vibe that she just wants to keep my money and thinks that okay? People who are professional and have a business would have handled it differently. To my knowledge I confirmed my appointment the day I sent her the deposit, if I didnt need to cancel or reschedule why would I have to contact her beyond that? Where on her policy did it say I had to?. its messed up that people think they can do these type of things.. people work hard and it isnt fair that just because you arent on her time youre pretty much out of luck? You can read her policy and let me know where it says that if you dont confirm this will happen? And shes so unprofessional because I was trying to communicate with her and she brushed it off and hit me with have a good night? A business person would handle a situation before saying something like that. I dont have her address because she gives you that information after. She also does lip injections with out any type of license.

    Business Response

    Date: 06/19/2025

    Response to Customer Complaint ***** ***********
    Dear BBB or **************** Team,


    My name is ****** ********* and I am a licensed lash technician based in *****, **. I am writing in response to the complaint filed by Ms. ***** *********** regarding her appointment and the $30 deposit she submitted for lash services scheduled in June.


    First and foremost, I value all of my clients and always strive to provide a professional and respectful experience. I have clear and transparent policies that are shared publicly on my professional social media platforms and reiterated during booking. These policies are designed to ensure mutual respect for time and availability.


    Key Points of Clarification:
        1.    Deposit Policy:
    Ms. *********** voluntarily submitted a non-refundable $30 deposit on May 29th to secure her appointment. This policy is clearly stated and acknowledged before a booking is confirmed. The purpose of the deposit is to hold the appointment slot, and it is forfeited in cases of late cancellation or no confirmation within a specified timeframe.
        2.    Confirmation Process:
    My policies also state that I confirm all appointments 24 hours in advance, and clients are expected to respond in a timely manner to avoid last-minute no-shows. Ms. *********** did not respond to the confirmation message I sent her on June 5th. As per my policy and due to the high demand for appointments during graduation season, unconfirmed slots are subject to cancellation to accommodate other clients.
        3.    Communication:
    While I understand she may have been at work, I cannot hold a slot without confirmation. I remained courteous throughout our messages and never responded unprofessionally. I simply closed the conversation after the appointment was released, in line with my procedures.
        4.    Policy Transparency:
    My policies are clearly posted on my booking page and Instagram highlights. They explain that deposits are non-refundable as shown in the policy image she attached in her claim and that failure to confirm can result in a cancellation. Ms. *********** was aware of these terms when she booked.
        5.    Allegations About Services:
    The claim that I offer lip injections without a license is entirely false and completely unrelated to this case. I am fully aware of state regulations and do not provide services outside my licensed scope.


    Resolution:


    As per my clearly stated policies, which Ms. *********** agreed to by booking the service, a refund is not warranted in this situation. I regret that she feels disappointed, but I acted within the professional boundaries and procedures Ive consistently followed with all clients.


    I appreciate your time and attention in reviewing this matter.


    Sincerely,
    ****** *********
    *******************************
    Ilashesbys.

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