Complaints

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.

• Initial Complaint

  Date:06/14/2024

  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 set up a recurring order for lashes. I have wanted to edit/change my order so I’ve emailed Lilac St as I haven’t been able to find a phone number. I’ve emailed four times and have not received a response at any time. I’m still paying for lashes that I need to edit and can’t get a reply.

  Business Response

  Date: 07/03/2024

  Hi Elizabeth, 

  We are very sorry we did not receive your communications regarding your subscription. If you reached out to us via our Contact Form on our website, we are sorry to let you know we experienced a multi-week outage and we did not receive those emails. We are deeply sorry you if you were impacted by this. If this was not the case, please let us know so we can escalate this with our tech team to find the root cause of why we have not received any communication from you, as you can see in the screenshot provided. I want to make sure your subscription is set up in the way that works for you and will gladly work on this with you. Please let us know how we can assist you to make sure you receive the correct lashes. Thank you so much for your patience and understanding. 

• Initial Complaint

  Date:04/20/2024

  Type:Order 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 placed an order early in April and says it's shipped yet is stuck someplace in *********** mo. And I've emailed lilac street 3 times and no response no refund. Nothing but they sure took my money. Please refund me or I'll have to take this action further. $55 later I have nothing.

  Business Response

  Date: 04/30/2024

  Hi ****,

  Thank you so much for your patience. We apologize for the delay in your order delivery. We are also very sorry that our responses were not received when we reached out. We can see based on the tracking information available that your order has been delivered and it was caused due to an internal delay through our carrier. We hope that your order arrived successfully and you are able to enjoy your products. Please let us know if we can assist you further.

• Initial Complaint

  Date:02/15/2024

  Type:Sales and Advertising 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 used to have a subscription with Lilac St. I had not made a purchase in over a year. They only had access to the card I used then, which had since expired. I woke up to an email thanking me for my order on Saturday, February 10th. I did not place the order. Somehow the order ended up clearing my checking account despite ********************** having no current access to my account, only a card that expired 3/23. My bank advised that they must have been trying expiration dates until they got one that worked because my new card had the same card number just a different expiration date. I reported this as soon as I noticed to Lilac St and was told they could do nothing about it because the order had already processed and they recommended I deny the package when it comes. I explained that I no longer lived at the address where this order was being sent. Since I have not done business with the company in over a year they also didnt have a current address. Once I further explained the situation to customer service I was told it would be escalated to a supervisor and I would hear in 72 hours. I never did. Ive also gotten no response via email or Instagram messaging. This money was stolen out of my account. The amount charged was not even the amount of my previous subscription which was $48. Lilac St did not have current access to any of my bank accounts, only expired card details. I have tried to resolve this and have been ignored. This is fraud.

  Business Response

  Date: 02/27/2024

  We are very sorry for the inconvenience this has caused. We can see that your subscription was created on January 2nd, 2023 and canceled on February 10th, 2024. These are also the dates of your only orders as the others did not go through due to card details. Despite the payment method not being updated, the subscription was not canceled and the scheduled attempts were made. The payment for the order scheduled for January 13th went through on February 10nt. Our system made the scheduled attempts and the bank processed it on this date. As the subscription was active and the bank processed the payment, we are unable to cancel or refund the order. We can see that your subscription has now been canceled so rest assured no further orders will be processed. We apologize for any inconvenience this may have caused.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21300557
  
  I am rejecting this response because: this charge was not for a January subscription purchase, that one was rejected as the card details Lilac St. had were expired! I have attached a screenshot showing this. Previous months I received an email alerting me to an upcoming order. I did not receive this before the order on February 10th. As soon as I got an email saying an order had been placed I reached out to customer service. I was told by customer service there was nothing that could be done as it already shipped-that wasnt true! According to tracking and Lilac St emails it didnt ship until the 13th which means there was NO reason it couldnt be cancelled. I cancelled my subscription before the order ever shipped. I reached out via email multiple times that day to no response. I also reached out by chat that day and was told a supervisor would contact me within 72 hours-that never happened. I reached out via Instagram and was told Id be contacted-that never happened. My card details were expired. It had been rejected previous months because the card expired, the bank would have rejected it again had the same information been input. The bank looked into it and stated the ONLY way this went through was because a correct expiration date had been input and stated that Lilac St. must have been trying multiple expiration dates to get it to go through. Thats FRAUD.
  

  Lilac St. did not have access to a valid form of payment, period. When I tried to reach out on NUMEROUS occasions to correct this I was ignored. I never received the product due to not living at the address it was shipped to. I will continue reporting this to every authority possible until this is corrected. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/05/2024

  We have received more information regarding your payment issue. We were referred to Stripe, which Shopify uses to process subscription payments. ****** explained that they have a policy of retrying expired cards and that charges can go through IF the issuing bank approves the charge.
  
  ***********************************************************************************
  
  So, it looks like your bank approved the charge despite your expired card, which created an order for processing. Again, we have no access to your payment information. At no point are we able to view your card details. As part of your subscription details, we only have access to the last four digits of your card. As a result, this wasn't a choice that was in our hands or that we had visibility into.
  
  I am really sorry that you did not want this charge. We would be happy to file a complaint with your bank on your behalf because they approved the charge despite this.

• Initial Complaint

  Date:01/13/2024

  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.

  Glue is watered down, lashes feel rough, thick and with some rubbery substance where the glue goes. I took the lashes off, the glue does not come off, sticky, I tried 3 different eye make up removers. I still have glue stuck to my lashes a day later. Irritated my eyes, made them red and sore. I do not want to be contacted by the company. Dissapointed after reading only decent reviews.

  Business Response

  Date: 09/03/2024

  Hi,

  We are very sorry for the delayed response. We experienced an inconvenience with our account that prevented us from responding in a timely manner.

  We are also very sorry to hear that you had trouble removing the glue form your lashes. Our Ciao for Now is formulated to dissolve our glues while nourishing your natural lashes. Unfortunately, we were unable to find an order under this email to be able to apply any actions to. If this order was placed with a different email account, please let us know so we can assist you further. We look forward to hearing back from you.

• Initial Complaint

  Date:01/03/2024

  Type:Delivery 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.

  Placed an order back in November. Still haven't received order, but was charged. Order included items needed for holidays that should have arrived in time according to promised delivery times. Company is now claiming my address was not provided when this order was placed, which makes no sense for several reasons. Not only was this the second order placed with them, first one arrived without issue, but no one reached out to me for additional info if needed and the order would not have been able to be submitted on my end if all fields were not properly filled so it had to have been a glitch in their system. Additional expenses incurred due to not receiving my order and having to scramble at the last minute for replacements and items STILL not received. Company unwilling to provide any compensation or resolution for unreasonable delay, and instead blame shifting . I'd like my order and an adjustment/compensation for what was lost whether in the form or a refund or store credit.

  Business Response

  Date: 09/03/2024

  Hi *******,

  We apologize for our delayed response. We experienced an inconvenience with our account that prevented us from responding in a timely manner.

  We are very sorry your order was not delivered. We can see that the bank dispute was settled in your favor. In this case, as the bank has already made a decision on this, there is no further action for us to take. We sincerely apologize for any inconvenience caused and appreciate your patience and understanding.

• Initial Complaint

  Date:12/09/2023

  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 ordered 113 dollars worth of products that I never received. I have attempted to contact the customer service department through the website multiple times over the last month and have never received any response. This companies customer service is non existent.

  Business Response

  Date: 09/03/2024

  Hi *******,

  We are very sorry for the delayed response. We had a a situation with our account that prevented us from replying in a timely manner. 

  I am sorry for the delay in your order and can see that your replacement order LIL440899 was delivered on January 23rd, 2024. Please let us know if there was any issues with your replacement order and we genuinely appreciate your patience and understanding.

  Business Response

  Date: 09/03/2024

  Hi *******,

  We are very sorry for the delayed response. We had a a situation with our account that prevented us from replying in a timely manner. 

  I am sorry for the delay in your order and can see that your replacement order LIL440899 was delivered on January 23rd, 2024. Please let us know if there was any issues with your replacement order and we genuinely appreciate your patience and understanding.

• Initial Complaint

  Date:12/01/2022

  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 purchased from Lilac Street some lashes and lash conditioner early November. My bank was charged on November 10th and shipment claimed to go out on November 9th. The tracking has never updated- still shows in **********. Lilac street told me if not updated by November 29th to contact them again. I have reached out numerous times to show that shipment is still noted in ********** and would like a refund. They seem to not want to communicate now? I just want my money back since I had to find a different product since mine was lost in shipping. Thanks!

  Business Response

  Date: 12/02/2022

  Hi *****,

   

  Thank you so much for your patience. We have processed your refund and will continue to work on this in the future. We truly apologize for any inconvenience causes.

• Initial Complaint

  Date:08/18/2022

  Type:Delivery 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.

  On Sunday, July 24th 2022 I placed an order with this business (****** is my order number). They do not have one single bad review on their page so I purchased my lash starter kit. The kit is horrific. The lashes look fake as all heck, the glue doesnt stick at all, it was just bad. I am in customer service for a beauty product as well so I completely get when it is not everyones cup of tea, however their customer service was unlike anything I have ever heard of or experienced. I reached and we went back and forth. They wanted to offer a replacement, but why would I want a replacement when the product is horrible and damaged my natural lashes? I said I would just like my money back. The advertisement was so false. They ignored my email. then someone accused ME of ignoring THEM with a terrible attitude. Now after a few more back and forths, I am once again being ignored (as at this point now expected from a company like this). This company is unprofessional and tries to put the blame on their customers. Not to mention terrible products.

  Business Response

  Date: 08/28/2022

  Hi *****,

  We are very sorry you feel your issue was not resolved. You wrote in to say you had issues with your products. Unfortunately, the information provided in the complaint is not the information we received. We requested multiple times for photos of the issues you had so we could proceed with resolutions as stated in our Refund Policy. The photos were declined each time, as well as the options we offered.

  
  In our last message we offered to look into a possible exception to our policy but we would require photos of the issues to file a claim to justify the escalation and it was also declined. We are truly sorry your only experience with our company was not what we desired it to be, but over the course of the last three weeks we have offered multiple solutions, and they were all declined.

  
  The solutions we have offered you still stand. All we ask are the photos of the quality issues you are reporting, as well as a description of the issue. We have included screenshots of our communication. Thank you for your time.
  

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17728981
  
  I am rejecting this response because:

  I would never get the eyelashes off and decide to hang on to them by the time this company finally got back to me. I work for a small business too, assuming this must be one since their reviews are made up - however never have we gone this far to save $25 knowing how unhappy the company has made a customer. Now if you would like a photo of my current lashes after *************** tore mine out, I will be happy to do so. However, thinking I would save the horrible, damaging product is beyond me. 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/02/2022

  Hi *****,

  We are very sorry to hear your rejection. We have tried to work with you through every step of the process. As stated in our return policy and quoted in our communications, all escalations require photos and a description of the damage for an exchange or refund. Our requests were declined multiple times. In our last response, due to the repeated request for a refund, we offered to escalate it in an effort to make an exception and we were declined once more.

  We stopped communicating with you when you became hostile to our customer service team. No one deserves to be spoken to in that way. Until that time, we have never "ignored you". We are a small business, and as you are aware, having small business knowledge yourself, that we aren't always available to answer emails immediately. We have an automatic reply set that shows a customer that the email has been "read", but that is the system sending the automatic reply. Your first email was answered within 24 hours, and the second one took 48 hours due to the escalation manner. We have already posted the screenshots for future and current customers to view.

  We have created a culture of ****** support, kindness, and quality products. We are sorry that you do not want to be part of our culture. At this point, anything else that we could say would just be continued repetition. We have posted the screenshot proof, and we never received any evidence of your issues with our products. We wish you nothing but success.

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17728981
  
  I am rejecting this response because:
  I will be leaving reviews everywhere. 
  Sincerely,
  
  *************************