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ComplaintsforAmazing Lash Studio
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
After cancelling my monthly $129.99 membership for beauty services TWICE (August 2022 and April 2022)by hand delivering a notice of termination to Amazing Lash Studio, they continued to charge my *********** credit card monthly, as recently as June 24, 2023. They refuse to refund the over $1300 in fraudulent charges and refuse to confirm receipt of my termination letter.I have reported this issue to the credit card company, ************************ and ******* State **************************Business response
07/20/2023
First off, this person has been leaving negative reviews under the name ************** Why is she using a different name on review boards vs her real name?
My manager notified me of a negative review (from ************) that stated she had canceled her membership and was charged for multiple months after the fact and wanted a refund. There is no record *** canceled her membership.They had sent *** cancel papers on email, but they do not have a record of ever receiving them back via email or in person. Most members will get the cancel form and email it right back to us.
We process cancellations all the time, and in a timely manner. We have no record that this person canceled their membership.
We pride ourselves on being easy to do business with and would never continue to charge someone if we had signed cancel papers on file.
Let me know if you need further info.
Laura
Customer response
07/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As stated in my original complaint, the cancellation policy for Amazing Lash Studio DOES NOT state that the forms must be returned via email for documentation of receipt. I followed the cancellation policy and returned the forms in person. As a consumer, there exists a level of trust in the transaction process between a consumer and business. I have no knowledge of what the Amazing Lash Studio employees did with my forms after they were handed over. The forms could have been lost, mistakenly destroyed or intentionally destroyed. The right thing to do on behalf of this business is to refund the over $1,300 in charges for services that have never been received. I have moved out of state and will never be able to use the "credit" on my membership.
By denying receipt of my cancellation forms, which followed their stated procedures, Amazing Lash Studio is insinuating that a loyal customer is a liar and they are withholding $1,300+ along with stating that accusation. This is unethical and immoral behavior for any business behavior and I hope that the Better Business Bureau continues this investigation.
[Provide details of why you are not satisfied with this resolution.]
Regards,
*****************Initial Complaint
08/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
On July 24,2021 I took my sister in law to amazing lash studio for a full set of eyelash extensions. This hadnt been our first time to the facility and we had a positive experience the time before. They were accommodating and even with some scheduling mishaps they fit us in accordingly. About a week later my sister in law informed me all of her lashes had fallen out within the first 72 hours of having them in. I contacted the business that day to seek a resolution and was spoken with and told they would make sure we had a good experience with their company and would get my sister in law in for a new set free of cost. I was supposed to receive a call back and had not so I called the next evening and spoke with someone whom stated they would not be giving my sister in law a new full set and shed have to pay for another set. I asked for them to speak with the manager and give me a call back which they never did. Im disappointed in the lack of respect for their customers time and money.Business response
08/20/2021
******* and her sister-in-law did use a Groupon they purchased for a full set of lashes on 7/24/2021. She called in on the 8/04/2021 to inform us her sister-in-law lost all of her lashes. Their appointment was 07/24/2021. The days he called was almost two weeks later. Because the studio was not informed in a timely manner, as we ask all clients to report any fallout issues within 72 hours of their appointment, we were not able to refund her service. We offered a give her a full set at a discounted rate. She wanted it for free.
Also note, that eyelash extensions require proper after care and we provide instructions on how to maintain them. Both clients did not purchase any eyelash extension products to help with their aftercare, so we can no ensure they were properly following the aftercare instruction for her lashes. Eyelash extensions require a refill every 2-3 weeks depending o t he client, so when she called at the almost 2 week point, they would have been shedding at that time regardless. The manager tried to explain this to ******* when she spoke to her, and this is all documented by date, in our client contact sales system. She was not happy with the studio not being able to give her sister-in-law a free service. I offered a discounted rate and she stated it should be free because she gifted it to her sister and she didnt want her to pay for it to be fixed. Had they called within the 72 hour timeframe after their service, to report the loss of lashes, we would have had the client come in that day for a free correction service.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.