Complaints

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Please see the attached document explaining the entire situation regarding my experience with Lash Lounge. Please let me know if you need any additional information.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Beware of the owner ******* and the monthly membership at The Lash Lounge River North ******* is as sleezy as could be. I stood face to face with ******* and asked him to cancel my monthly membership, he looked at me and said he would take care of cancelling my membership then continued to charge me for 4 months like some slimy gym or app you that is difficult to cancel.

  Business response

  06/24/2023

  Dear *****, 

  
  Thank you for sending us your recollection of your membership cancellation. Honestly, I cant remember our conversations from 6 months ago. I just checked my calendar and I know that on December 13, 2023 I was out of the salon from 2:45 and returned around 5:30. I was on a conference call with our advertising agency and then went to a yoga class immediately following the call. Your appointment that day was from 4:00 - 4:45. 
  
  Im very sure that discussion did not take place that day. Maybe we talked about the membership cancellation process at some point, but we were never actually told to cancel it. I do know that we do cancel memberships when our guests ask us to and we do follow the 30 day notice period. In this case, we have nothing in writing to go off of. That being said, I believe we are completely covered with our membership agreement, payment authorizations, and membership cancellation process that is detailed in the signed membership agreement attached. 
  
  We are a business that relies on our reputation and we are honest people that do not deceive our guests. We would have never made it to where we are today if we did that. We simply request that any reports to BBB and on any social media platform are factual and include that you did not follow the membership cancellation process and that you do have an opportunity to use up any of the membership dues that were charged. Any false or misleading statements made, will be pursued to the furthest extent the law allows us.
  
  Just to clarify, its not like your membership dues have been lost and you cant use them. Under the circumstances, I previously mentioned that we would give you 1 year to use the credits on account and that you are welcome to use them at any of our 122 salons located throughout the country.
  
  I did copy ******************* from our **************** on this email. ****** is our Franchise Business Manager and handles our location.
  
  *****, it was always a pleasure having you at the salon and you are always welcome back at our Chicago location, as well as, any The Lash Lounge locations throughout the country. Please let me know if you have any further questions or comments concerning this matter.
  
  Lashing on,
  
  *******

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date of transaction 9/10/22. Scheduled appointment for level 2 lash extensions and eyebrow threading. On my way to salon I was stuck on traffic and contacted the owner before my appointment to make him aware, he was ok with it. When I arrived they could not perform all the services scheduled due to lack of time, which I understood, when checking out the owner *******, stated he was still going to charge me for the eyebrows and a level 2 even though they only did a level 1 which is $149. I told him i didnt receive these services and he stated that because they were scheduled he was going to have to overcharge. I made him aware I didnt authorize him to overcharge me yet he still charged my card on file and told me he was sorry I got upset but those are their policies. He ended up charging me $193 instead of $149, in the name of their policy. I didnt consent for him to run my credit card yet he did it and continues to have my information on file. This was the first time I had been there and Im not coming back. Owner didnt try to resolve the matter or offer any solutions, instead charged my card and told me that it was my fault for not being on time. A dispute with my bank has been initiated.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked an appointment with The Lash Lounge for May 26th. Due to health reasons and work I had to reschedule this appointment twice. The appointment was with an employee who was completing her training so it was discounted to $50 as she would be inexperienced. The company has a 24 hour cancellation policy. I cancelled my appointment via their website about 40 hours in advance. I received a text saying my appointment had been updated. The morning of my appointment I receive a $133 charge from the company for late cancellation. I reached out to the company who stated they never received a cancellation notice from me and the text they sent me was simply "updating my appointment time". They also stated the price of that service had changed from $50 to $133. No one had informed me at any time that the price had changed. They admitted to this and offered to give me a $83 credit towards future services. I expressed that this was unacceptable and I wanted to be refunded in full. I followed the cancellation policy and was not informed of changing prices this is fraud. If you check Yelp multiple other people have had similar problems with this company.

  Business response

  06/21/2022

  This appointment was cancelled within 24 hours of the appointment time - see text message attached. A claim was made that an email was sent a few days prior to cancel, which we have no record of receiving any email. Now, in this complaint, a comment was made that the appointment was cancelled via our website, which we have no record of as well. ********, if you have anything in writing you can show us requesting the cancellation 24 hours or more before the appointment, we would be happy to take a look and reconsider. As far as the price of the appointment is concerned, we booked the appointment as a training service for *******. The appointment was then rescheduled twice and eventually cancelled. The special pricing was for the first appointment booked, we never agreed to continuing on to future dates with a special price. Thus, why we charged the full service cost of $133. Due to the misunderstanding, we agreed to put $83 on your account that you are welcome to towards any future services with us. 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business required a credit card to make an appointment. When I received my confirmation email, it said that it was their policy that I had to cancel my appointment if I tested positive for covid and then had to wait 14 days to reschedule. Unfortunately, I tested positive for covid the night before my appointment after they had closed, so I cancelled as soon as they opened the next morning. Rather than reschedule my appointment for **************************************************************************** it was their policy to now charge customers when they cancel within 24 hours of the appointment. Unfortunately, I had no choice due to their other policy. I contacted **************** to dispute the charge on my credit card. Amex told me they had contacted the business and the business said I could reschedule my appointment. I contacted the business to reschedule my appointment. I went in for my rescheduled appointment and they asked me if they could charge the card on file. I said no. This appointment was a reschedule per our communication and the communication provided to Amex. The owner got angry with me that I disputed the charge on my card and said that he didn't speak with anyone from Amex and if anyone spoke to Amex, it would have been him. He said that he was going to charge my card for two appointments instead of one since I disputed the charge. He also said he was going to charge my card regardless since he had it on file. I repeatedly told him no, that he is not authorized or allowed to charge my credit card under any circumstance. He said "that's not my problem, I have your card info, I'm charging you anyway." I've contacted Amex to raise a fraud case and get that credit card turned off so that he may not continue to charge the card fraudulently. I've seen on social media that similar issues have happened in the past with this business. It is not right for the owner to continue to fraudulently charge someone's credit card.

  Business response

  06/03/2022

  We do have a 24 hour cancellation policy. If a guest cancels an appointment within 24 hours of the appointment time, we charge for the full service cost. The attached documentation shows 3 different instances where ****************** was informed, in writing, about the 24 hour cancellation policy. This appointment was confirmed by the guest at 6:55 the evening before the appointment. At 7:32 AM the same day of the appointment (within 24 hours), we were informed the guest could not make her appointment. In following our 24 hour cancellation policy, the guest was charged in full for the service.  None of our documentation or policies state that a guest diagnosed with Covid is exempt from our 24 hour cancellation policy. Please let us know if you have any additional questions or comments concerning this matter. Lastly, I have no idea what ***************************** is claiming with the **** comments. We charged the appropriate amounts per our policies. There was no double charging or anything along those lines. - *************************, The **** Lounge Chicago, ************. 

  Customer response

  06/08/2022

   
  Complaint: 17246026
  
  I am rejecting this response because:
  
  

  I have copies of all documentation to show charges, as well as text messages and emails from this business. Per my previous communication, this business charged me for services not provided.

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

  Business response

  06/10/2022

  All pertinent information was submitted with the last response. The appointment was cancelled within 24 hours of the appointment time, in this case it was the same day. We do not allow reschedules within 24 hours of the appointment time. Our policy is very clear that appointments cancelled within 24 hours of the appointment time will be charged at the full service rate.

  Customer response

  06/16/2022

   
  Complaint: 17246026
  
  I am rejecting this response because:

  The business charged my credit card without my authorization for services not rendered. In addition, based on the business response, they refused to reschedule the appointment so they could provide the services they charged my card for. When making the appointment, it was for services to be provided, not for the ability to schedule an appointment. It is not lawful for any business to charge a consumer for services not provided. The definition of that is consumer fraud and stealing. 
  
  Sincerely,
  
  *****************************

*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. ↩