Complaints

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My first time getting lashes and they are gone! My real eyelashes fell out!!! When I went in to talk to them, she laughed in my face! I want my eyelashes and my money back!!!

  Business response

  05/03/2024

  Dear Better Business Bureau (BBB):
  
  This customer, *****************************, came to our store on 3/2/2024 at 3:00 PM for eyelash extensions. Then, 44 days later on 4/15 at noon, she suddenly returned to our store demanding a full refund. When we asked her what she was unsatisfied with, she mentioned that her eyelash extensions fell off too quickly. By 4/15, it had been 44 days (6 weeks+), and she still had 20-30% of the extensions remaining, which is considered a normal shedding process. We explained that eyelash extensions are attached with glue and typically last around 4-6 weeks, but she disagreed.
  
  Furthermore, she claimed that all of her natural lashes fell off along with the extensions. Two of our technicians checked her eyelash and found no abnormalities; her own lashes were clearly intact in the photos she provided, showing no damage. If it were a technical issue on our part causing her lashes to fall out, her natural lashes in the photos would have been bare!
  
  Since we disagreed with her refund request, she threatened to expose our store to her followers and created a scene in our store, disrupting other customers. She even verbally abused our technicians and forcefully banged on our door when leaving. Her behavior was highly inappropriate, and we have video evidence of this.
  
  However, she did not leave; instead, she lingered outside our store. We attempted to continue communication with her and offered to remove the extensions for free so she could see her natural lashes were healthy, but she refused. She mockingly asked if we were ready to refund her because she threatened to leave a negative review. She even said she would remove the negative review if we refunded her immediately. When we declined the refund, she continued to threaten to expose our store.
  
  As a business, we stand by our after-sales service to guarantee satisfaction for every customer. We offer free fixes within three days for any technical issues caused by our store and free removal and full refunds for reactions like allergies caused by our glue. This customer did not contact us within three days but waited 44 days to raise concerns.
  
  We are frustrated as a business to encounter such a customer who waits 44 days to demand a full refund under false pretenses, threatens negative reviews on platforms like Yelp or complaints to the BBB, all to get a free set of lashes. We are committed to protecting consumers and businesses alike. If it were truly our fault, we would take responsibility, but in this case, we cannot offer a full refund. We aim to deter such unhealthy consumer behavior.I implore the BBB to do us justice, thank you very much.

  Customer response

  05/06/2024

   I am rejecting this response because:
  
  You did not apologize, you laughed at me! I would love for you to show the footage you have so they can see how rude and what a bully you were being to me! Because of the language barrier I was trying to explain to you that my REAL lashes were falling out you kept insisiting the fake ones fell out only...I know that but I wasn't expecting my real ones to come out with them! I have no lashes and you can tell from the pics they are barely growing back! I explained to you that this was my first time ever getting lashes and embarrassed to even share pics. You only offered to remove the rest after I left the review standing outside of your business so I could get all of your details! I absolutely am going to spread the horrible experience I received from you with my family and friends! Wrong is wrong it's not even about the money at this point, I don't want someone to ever have to go through what I went through with your company!

*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. ↩