ComplaintsforDeka Lash - Erie, CO

• Initial Complaint

  12/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11/15/2023 I signed up for a “membership” with Deka Lash for $134.99. They advised this membership would allow me to receive discounted products as well as credits for two lash refills a month. I went into Deka on 11/16/2023 and paid an additional $140.00 for my initial lashes. I scheduled an appointment to use my first monthly credit refill for 12/01/23. That morning I received a message saying the artist was sick and I’d need to reschedule. I rescheduled for 12/02/23. Again, that morning, 90 minutes before the scheduled appointment, I was told the appointment was cancelled. Deka’s own policy charges $20 to clients who cancel within a 24 hour period, so of course I was irritated. I looked online to reschedule and there was no convenient availability. I called customer service to see if I could get my $134.99 membership fee back since there was no way I’d need/be able to use both refill credits in a month. The agent was incredibly rude and advised I could not and I would also be charged again on 12/15 and receive an additional two credits. I tried to explain with the cancellations, it’d be silly to continuously stack credits since you can only get refills done once every couple weeks. She lacked any understanding whatsoever and did not allow me to speak to a superior or other coworker. She eventually hung up on me with no resolution. Now my card still has the charge and I am unable to use those two credits for refills prior to 12/15 when another charge will take place.

  Business response

  12/11/2023

  Hi Whitney!
  
  
  I am very sorry to hear about your situation with our call center. We tried to reach out via text to reschedule your appointment and the call center did not let us know about the conversation you had with them. Last week was tough as all of our Lash Artists came down with the same bug two days in a row so we had to cancel appointments both days to make sure no germs were spread and we stayed as sanitized as possible in our studio. I am so sorry about the inconvenience. I am happy to refund your last membership price or I can waive your next month's fee if you'd like to keep your membership. Please let me know what we can do. 
  
  
  Thank you for your understanding and patience during this season. I will also be filing a report about the phone call you had as that was not on brand with us and was from our call center and it was not communicated with us.
  Thank you, 
  Caroline Patterson

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