ComplaintsforDeka Lash

• Initial Complaint

  04/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had asked to have my account cancelled and my request was not carried out by the staff. I then got charged the $114.99 membership fee. I called again to get it cancelled immediately and they said they did but could not provide the refund for the extra month I was charged even though I requested a cancellation before the charge. I am not planning to return and would like to have the money that is rightfully mine.

  Business response

  04/27/2022

  *************** received services in studio on 4/19.  The staff member (Lash Artist) providing the service stated there was no conversation or discussion regarding cancelling her membership that day or during any of her previous 2 appointments (3/22, 4/5).  Administration of client memberships are handled centrally by the corporate customer service center (***) and not by my ******* studio.  It is not something the LAs can affect or change, nor do they have access/authority to perform such transactions.  Had *************** mentioned wanting to cancel, the LA would have advised her of this process and instructed her to contact the ****  I received an email from the *** on 4/22 (see attachment), stating they had not been contacted and had no awareness of the request for cancellation until the call from *************** on 4/22.  Her monthly membership charge was processed on the 21st of each month.  After the March payment, 3/21, if she was contemplating cancelling, *************** could have called the *** at any time prior to April 21st and avoided any further charges.  My correspondence with the *** after receiving the mail on 4/22, was to proceed and cancel the membership effective immediately.   I sympathize with *************** but I'm not inclined to believe that she actually called prior to the charge to request cancellation, and therefore do not agree a refund is owed.

  Customer response

  04/27/2022

   
  Complaint: 17100513
  
  I am rejecting this response because:

  During my last visit, I had mentioned that I wanted to cancel my membership. I was not informed that I was required to call into the call center to process this cancellation. I called the call center, after seeing another month being charged to my credit card, as I had thought that my membership was cancelled. At no point during the sign up process for this membership, was I informed that I would be required to call in to cancel. This should have been something done at my appointment, when mentioned to the staff. As of this time, even attempting to check the Terms of Service, or Policies of Deka Lash is impossible, as their website is currently not setup correctly, and will not allow any access. This is very underhanded, as there is no way to even view the website to find support phone numbers. I have attached an image showing their web server is down. As I had attempted to cancel my membership before the due date, and called the moment I realized the charge still went through, I am still requesting a full refund of this payment, as it was taken without permission.

  Sincerely,
  
  Sierra ******

  Business response

  04/28/2022

  
  And I must reject ***************** rejection to my response because:
  1. ******** Artist (**) that performed her last 3-4 services is an experienced employee whose been in the role for 1 year; knows the cancellation procedure and would not have absently led *************** to believe she personally could cancel memberships.
  2. When I spoke to the LA and inquired about *************** last appointment and if there was a conversation regarding cancelling her membership, the LA stated at no time did *************** mentioned she wanted to cancel her membership to her.  And had she, would have told her what to do.
  3. There is a reason the LAs do not have access to clients profiles to cancel memberships for the administration of membership are a daily, continous, and timely process.  This would leave no time for the LAs to service clients, hence the reason and existence for the **** to provide customer service.
  4. Our location is not responsible for the corporate website, nor do we have control over the availability of the web servers.
  5. There is nothing untoward or underhanded going on here.  If there is evidence beyond mentioning it to the staff of *************** wanting to cancel her membership, I would like to see it. Otherwise, this is a case of she said, she said, that cannot be corroborated.
  

  Customer response

  04/28/2022

   
  Complaint: 17100513
  
  I am rejecting this response because:

  As stated in my previous response, I had mentioned to the Lash Artist that I was wanting to cancel my membership. I was NOT informed that I would need to contact the ***** to do so. You continue to state that the *** is the only ones who are able to complete this cancellation, however it was not stated during the initial sign up.
  
  Upon checking the Deka Lash website, which just so happens to be working now that I have mentioned the issue, there is no information regarding the cancellation process of the membership. I have made sure to archive the website using multiple methods, in the case that this is updated before the case is closed. With the lack of documentation provided during the sign-up process, and no documentation on the website, the cancellation process is hidden, and unjust to consumers.
  
  Along with this, upon looking at reviews and testimonies from other Deka Lash customers, a large amount of people mention the same thing related to cancellation of membership. The cancellation process is something that is not explained to customers during the sign-up process, and is hidden behind multiple steps. 
  
  It seems odd that you will continue to tell me that I must contact the corporate phone support, however also state that you are not responsible for anything related to corporate. It seems as if the blame is attempted to be shuffled around, as you know that this sort of policies are unfair to the consumer. 
  
  I am still rejecting your response to this report, as you have not processed the refund for the un-used membership. Considering this membership was not supposed to even be billed to me, and I am not longer going to be a customer of your business, the "6 months" offer is not satisfactory.

  
  Sincerely,
  Sierra ******

*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. ↩