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          Business Profile

          Nail Salon

          Extended by Essence LLC

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Nail Salon.

          Complaints

          Need to file a complaint?

          BBB is here to help. We'll guide you through the process.

          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            08/26/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            Essence was providing a $70 sale for eyelash extensions. I payed her a $35 deposit on 1/8/2024 for an appointment that was supposed to happen on 1/11/2024. Later in the evening on 1/8/2024 I was asked to send the rest of the money because she just paid to get her engine fixed and needed money. I understood and paid the remaining $35. On the morning of my appointment Essence pushed it back due to a prior commitment. We planned to have our appointment on 1/12 but I had to cancel because of an emergency that came up at home. We were going to reschedule for 1/15 but I canceled due to poor weather. On 1/17 I asked for my $70 back and she said she could only send me the $35 deposit or we could do the lashes, so I chose to reschedule since I had already paid. Then two months later on 3/18 I still hadn’t received the set of lashes I paid for so I contacted her again. She said maybe we could reschedule but her birthday was that week, so we pushed back. 4/1/2024 comes and Essence is free but I’m busy, still out $70 and no eyelash extensions received. After telling her I was busy April 1, she asked what other days I was free. I gave her my work schedule but never received a response. It is now August 2024. I reached out to Essence on 8/18/2024 saying I’m moving out of state in September and would like the lashes or my money back, however I have not gotten a response. I saw her working at a restaurant that I was a customer of, though, so I feel like she’s keeping my money and ignoring me.

            Customer response

            10/11/2024

            Better Business Bureau:

            At this time, I have not been contacted by Extended by Essence LLC regarding complaint ID ********.

            Regards,

            ***** ******

          • Initial Complaint

            04/23/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Essence ****** ******) committed to providing me eyelash extensions for 100 dollars (paid up front to secure the appointment). Essence told me she does not have a ***** account, so she allowed me to pay her friend (100 dollars via ****** on January 22nd. My appointment was scheduled for March 4th, and she cancelled twice — on the day of, and on the day of March 5th (the rescheduled appointment). Because she cancelled due to personal reasons, she told me she would have her friend fully refund me on ****** Since then, she has not refunded me any of the money, and I have reached out to her almost 10 times to nicely ask for my money back, even offering to meet her in person if it had to be a cash refund. She has continued to ignore my messages. Extended by Essence LLC scammed me.

          • Initial Complaint

            10/18/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            On September 26 2023 I contacted Essence the owner via ********* to do a full set of hybrid lashes. She said she could get me in September 27 2023 at 6 pm. She informed me day of that children living with her had came home with a cough and had to reschedule the next morning. I could not do this time due to other engagements. I did however thank her for letting me know they were coughing due to it being cold/flu/covid season. I told her we could reschedule after she said she could not send me the money back I had sent her via ***** that same day. I asked to reschedule and she has been less than cooperative and won’t return my money. She will not answer messages or send my money back. I didn’t receive a service I paid for and cannot get a refund.

            Customer response

            11/16/2023

            [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

            Better Business Bureau:

            At this time, I have not been contacted by Extended by Essence LLC regarding complaint ID ********.

            Regards,

            ***** ********

            Customer response

            11/16/2023

            [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

            Better Business Bureau:

            At this time, I have not been contacted by Extended by Essence LLC regarding complaint ID ********.

            Regards,

            ***** ********

          • Initial Complaint

            03/23/2022

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I paid the business $120 for an eyelash extension appointment on March 4, 2022 that was cancelled the day of by the business owner. I was told by the business owner that I would receive a full refund. After one week, I followed up since I did not see my refund in my account. I was told it would be there by the end of that week, March 18, 2022. It is now March 22 and I have not received a refund nor have I heard from the business owner despite reaching out multiple times.

          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. ↩

          BBB Rating & Accreditation

          F

          This business is not BBB Accredited

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          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          1209 Grants Dr

          Morgantown, WV 26505-1732

          (703) 439-4655

          Customer Complaints Summary

          4 total complaints in the last 3 years.

          2 complaints closed in the last 12 months.

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