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ComplaintsforLash and Company
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Complaint Details
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Initial Complaint
09/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was seen at Lash and Company on Saturday August 13th, 2022 at 2pm for a Full Classic Lash Set. For $155. My appointment was 2 hours- I was given verbal instructions on how to care for my lashes. Upon checkout my tech strongly recommended buying a 6 pack of refills which would be cheaper if I were to buy that day for $420. I decided to buy the 6 refill pack since it would be more cost effective if I purchased that day. My total at the end of the appointment was $555.00+ tip, I did tip my tech $30. A few days later my lashes were falling out and my friend told me that should not be happening- as 1 of my eyes had already lost all the lashes. I called and they asked me to come in for a complementary retouch. I went in on Aug. 18th and 2:30 for a 30 minute retouch. My tech agreed my lashes were falling out faster then they should and apologized. I confirmed with her the home care routine and asked her to confirm the products I purchased were ok- she confirmed. After the retouch I did not touch my eyes or lashes for 3 full days- they recommended 48hrs. But they were almost off completely again in 3 days. I reached out to Lash and Company for a refund on the $420 lash pack I purchased because they are not staying on. I was directed to a manager who offered another complementary retouch- but will not refund the lash pack that I am unable to use. What I received back via email stated I apologize we did not meet your expectations and how they have thousands of happy customers. I feel douped into purchasing extra services as I was told they would be cheaper that day only- now they will not refund. I am stuck with $420 worth of service I am unable to use.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.