Complaints

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 14 I received eyelash extensions at Deka Lash for the first time. I purchased a membership because I was planning to get the service done regularly. Unfortunately, the eyelashes were itchy and uncomfortable for me so it is not something I would do again. I called on March 16 to explain the situation and cancel the membership. I was told that I would have to call again to cancel the following month (after April 14) and pay for two months worth of membership (about $400). I do not think that is fair since I am not planning to have the service done again. I am okay paying for the month that I received the service, but not for anything following that. Thank you very much for your help with this matter.

  Business response

  03/28/2023

  To whom it may concern,
  
  We have received the abovementioned consumer complaint and are responding as follows:
  
  The consumer, *****************************, was unfortunately given incorrect information from our ******************************* when she called on 3/16/2023 to cancel her Deka Lash membership. This was an error on our part, as our local studio policy is/always has been that all memberships are month-to-month, with immediate cancellation available at any time.
  
  ****** was serviced at our ******** location on 3/14/23 and signed up for a membership on that date. She received services and purchased retail product using the benefits of her new membership. She called our ********************* on 3/16/23 to cancel her membership, as she stated. Unfortunately, the direction given that we require two full months of paid membership is incorrect, and she is not required to pay an additional membership fee past the date she calls to cancel.
  
  I was unaware of this issue until I received your notice of complaint today, and I have taken the following action personally:
  
  ******* membership has been cancelled as of today. She is no longer under any financial obligation to Deka Lash ******** past her first payment on 3/14/23. She will not be billed in April.
  
  Unfortunately, no refund for March is appropriate as she utilized several membership benefits upon the initiation of her membership the same day. (Her complaint indicates that she is aware of this).
  As a member, she received 50% her initial full set of lash extensions
  As a member, she received 10% off of two products she purchased at retail
  
  ****** still has $230 in membership value credits from her March membership dues that she can use toward any other service we offer if lash extensions are not for her (lash lift, brow lamination, total brows cosmetic services, etc, or on any retail product purchased up to $75/month) for up to 90 days past todays cancellation. Any unused value credits after that date will automatically expire. This is stated, historical policy for any member who cancels their Deka Lash membership with value credits remaining in their account. It is clearly indicated in the member agreement that she signed when she enrolled on 3/14/23.
  
  I have copied the consumer in this response and I hope this allows the BBB to close this complaint favorably to all parties.
  
  If questions remain, I am happy to discuss. My direct contact information is below. I do apologize for the misinformation disseminated by my ******************* I have raised this issue internally, and collectively we are working on better training systems for our frontline phone staff.
  
  Sincerely,
  **************************
  
  **************************
  Multi-Studio Franchise Owner
  Deka Lash
  Deer Park | ******** | Lake Forest

  Customer response

  03/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  ***** ****, 
  
  Thank you very much for taking care of this. I really appreciate your help with this matter and your prompt response. 
  
  Also, I would like to take this opportunity to let you know that ****** (master lash artist at the ******** location) is amazing, and I would definitely go back to her if the eyelashes worked for me. 
  
  Thanks again, 
  **********;
  

*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. ↩