ComplaintsforDeka Lash

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally dispute a charge on my credit card and file a complaint against Deka Lash in lake forest CA for services not rendered and for engaging in deceptive business practices.On May 9, 2024, I was charged the monthly fee for services at the Deka Lash in **************. Unfortunately, just four days later, on May 13, I received a voicemail informing me that the location I had been visiting was permanently closed as of that day. This closure was made with no prior notice, denying me the opportunity to cancel my subscription before the new billing cycle.Despite the closure, deka lash has refused to issue a refund for the charge, arguing that they have another location available. However, this location is not reasonably close to my residence and requires a commute that is not feasible for me. I subscribed specifically for services at the now-closed location, and it is unreasonable to expect me to utilize a facility that does not meet my logistical needs.Given that deka lash charged me for a service they could no longer provide, and failed to notify me of the closure in a timely manner, I believe this constitutes deceptive business practices. I was charged under the pretense that I would have access to the facilities and services that are no longer available.I kindly request a full refund for the charges made on May 9, as the service for which I paid was not provided. Furthermore, I wish to highlight the lack of transparency and poor communication on the part of Deka Lash, which has significantly inconvenienced me and potentially other customers.I trust that this issue will be resolved promptly and justly, and that measures will be taken to prevent similar incidents in the future.Thank you for your attention to this matter.

  Business response

  05/17/2024

  Member had signed an agreement which specified that member credits are non-refundable. This is a policy enacted by Deka Lash corporate and applies to all members for all 130+ locations nationwide. In exchange, client received and benefited from discounted pricing since she became a member in 9/9/2022. Membership credits are awarded by Deka Lash corporate and NOT by individual locations. They are redeemable at any location nationwide. Due to closure, most other clients moved their services to the ************* location which is a 15 minute drive to the North. Some are using their remaining credits at ************* and then cancelling their membership. Deka Lash ***********, ** has had a history of catering to the unrealistic needs of this client including an unjustified $85 refund on 12/2/2022 when the client "forgot she had an appointment". She had signed our waiver which stated that she was responsible for this charge if she fails to show up for her appointment, however we refunded this automatic charge after she complained that it was unfair. We are again experiencing another situation where this client believes she is being treated unfairly, when not only she had signed a membership agreement with Deka Lash corporate and agreed to its terms, received member discounted pricing, and most all other members are finishing out their Deka Lash corporate granted credits at the nearest Deka Lash location and/or continuing their membership at different locations. She had cancelled her membership since, and we had processed her cancellation. She will no longer be charged. Under the terms of her member contract, member credits are non-refundable. She is able to use these credits for 90 days and will still get member discounted pricing until 6/5/24. The membership agreement does not state that one particular location is guaranteed to service the client. The membership agreement is with Deka Lash corporate.

  Customer response

  05/17/2024

   I would like to provide further context to ensure my concerns are fully understood. The refund I received was for an appointment I had forgotten, not due to a complaint from my side. The previous owner, ***, graciously offered to reschedule it as a courtesy, recognizing that there had been previous instances where my appointments were rescheduled by deka lash due to staffing issues.
  
  I have been a loyal customer for nearly two years and have often overlooked service inconsistencies, such as those from inexperienced technicians, because I understand the growth and training necessary for new staff. However, I found the tone and content of their response, which labels me merely as a dissatisfied customer, to be dismissive of my loyalty and the issues I've patiently navigated.
  
  I wish to emphasize that my decision to continue this complaint is not for financial restitutionsince my credit card company has already processed a refundbut to address what I perceive as ingratitude and poor business practices. 
  
  Thank you for taking the time to address these concerns.
  

*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. ↩