ComplaintsforThe Brow Babes

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These people are scammers and will cancel/reschedule your appt whenever the owner feels like it but when you try to reschedule or cancel on her she refuses to refund you.

  Business response

  05/10/2024

  Subject: Response to BBB Claim Regarding Service Dispute

  Dear *******

  I hope this message finds you well. I am writing in response to the claim filed by *** ****** regarding her experience with our permanent makeup services.

  Firstly, I would like to clarify the timeline of events. The incident in question occurred in August 2022, while the report was filed with the BBB in March 2024. It's important to note this gap to provide context for the situation.

  *** ****** initially contacted us in July 2022 for a basic eyeliner procedure. Subsequently, she requested to book an annual color boost, which, upon reviewing our records, we found no indication of having performed the original service. Out of goodwill, we accommodated her request, treating it as a correction rather than a typical booking.

  Regarding the pricing discrepancy, *** ****** was invoiced $50 as a booking fee, not the alleged $106. Furthermore, we did not pursue payment for the service she received and still owed per our contract, Our scheduling system and accompanying screenshots clearly reflect this.

  It's essential to understand that our policy, as explicitly stated in the consent form signed during scheduling, outlines that booking fees are non-refundable. This policy is communicated transparently across all platforms to ensure clarity for our clients.

  Lastly, I wish to address the timing of *** ******** request for a refund. Given that the incident transpired over two years ago, and considering our adherence to the agreed-upon terms, we find the request for a refund unreasonable.

  In conclusion, we value every client's satisfaction and strive to provide exceptional service. However, we must also uphold our policies and procedures to maintain fairness and consistency for all clients.

  Please do not hesitate to reach out if further information or clarification is required regarding this matter.

  Thank you for your attention to this issue.

  Sincerely,

  ******* ******** ***** ** *** **** ***** ************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an appointment on Feb. 14th for a service to be performed 12 days later. I then needed to cancel the appointment on Feb. 17th. Only 3 days later and still 9 days prior to my appointment. I was informed by the owner that I would not be getting a refund of the $106 deposit that I made. I disagreed, of course but to no avail. This is outright stealing! There is no justification for this. No ethical business does this! p.s. The owner said that I signed something that agreed to this. If so, it was a fine print piece of writing that I could not be expected to see when paying my $106 deposit. This outrageous policy was not posted anywhere nor was it verbally communicated to me.

  Business response

  05/10/2024

  Subject: Response to BBB Claim Regarding Service Dispute

   

  Dear ******

   

  I trust this message finds you in good spirits. I am reaching out in response to the recent claim filed by *** ***** concerning her experience with our permanent makeup services.

   

  Allow me to provide clarity on the sequence of events. *** ***** scheduled an appointment with us following an in-person consultation, during which we thoroughly discussed the procedure details, including our policies, particularly regarding bookings.

   

  On February 14th, *** ***** secured her appointment for February 26th by paying a non-refundable booking fee of $106. However, on February 17th, she contacted us, explaining that her son's wife was about to have a baby, necessitating her immediate travel and extended stay to assist them. Understanding the circumstances, we offered to keep her booking fee on file for six months, as per our policy.

   

  Shortly thereafter, *** *****'s husband, **** called and expressed dissatisfaction, characterized by raised voices and aggressive language, demanding a refund. Despite our efforts to explain our policies, the conversation became heated. However, approximately 30 minutes later, Bob reached out to apologize for his earlier behavior.

  At Brow Babes, we prioritize adherence to our policies while ensuring compassionate and understanding customer service. We firmly believe that a change of mind does not warrant a refund, as outlined in our clearly communicated policies. It's imperative to operate our business with integrity and consistency.

   

  Regarding the attempted chargeback with their credit card company, we provided evidence of our interactions and upheld our commitment to transparency, resulting in the dispute being resolved in our favor.

  In conclusion, we stand by our decision to uphold our policies while demonstrating empathy towards our clients' circumstances. We remain committed to providing exceptional service while maintaining the integrity of our business practices.

   

  Please feel free to reach out should you require further clarification or information on this matter.

  Thank you for your attention and understanding.

   

  Warm regards,

   

  ******* ********          ****** *** **** ***** ************  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a horrible experience with this business owner, which I tried to address privately with her, but she had an attorney email me rather than address my concerns. My first appointment, she did not numb me before beginning my lower eyeliner, and she did not warn me she wasn't going to numb me. When I reacted, she said 'oh, we can't numb the bottoms, you'll just blink it in and that would be worse.' I was shocked, and the pain was excruciating, but she had already begun, so I hung in. She then charged me more than what is advertised on the website. THEN, in the second "touch up" session, she proceeded to numb my lower lids, to my surprise. She informed me she had just been to a conference in Vegas and learned she had been doing tattoo eyeliner incorrectly, to my horror. All the pain the first time, for no reason? Again, I was charged more than I was expecting. On top of it all, the eyeliner didn't even take, which she blamed on me when I texted her about it. I requested a refund, multiple times, via email, explaining my numerous reasons, only to ultimately be told by an attorney that I wasn't entitled to one. A truly upsetting way to spend over $600. I've uploaded a photo to show the result of so much pain and money.

  Business response

  05/10/2024

  Subject: Response to BBB Claim Regarding Service Dispute

  Dear [BBB Representative],

   

  I hope this message finds you well. I am writing in response to the recent claim filed by *** ********* ****** regarding her experience with our permanent makeup services.

   

  Firstly, I would like to address *** ******** concerns directly. It's disheartening to learn that her experience did not meet her expectations, and I genuinely empathize with her frustration. However, I would like to offer some clarifications regarding the events outlined in her correspondence.

   

  *** ****** mentioned her dissatisfaction with the retention of the eyeliner service. While poor retention is rare in our practice, it's essential to acknowledge that various factors can contribute to this outcome, including individual physiology and aftercare adherence. I reviewed the session footage to ensure accuracy in our recollection of events, reaffirming that our discussions centered around exploring new techniques rather than attributing fault to previous methods.

   

  During our session, *** ****** disclosed her struggles with allergies and eye leakage, factors that can impact pigment retention. I emphasized the importance of post-procedure care, particularly in keeping the treated area dry, to optimize results. It's worth noting that *** ****** expressed satisfaction with the thicker eyeliner during the session. Which was seen in a security video.

   

  Regarding pricing, I acknowledge the oversight in the checkout process due to the absence of our usual assistant. However, I want to assure you that *** ****** was not overcharged. Our pricing structure is transparent, with detailed information provided upon booking.

   

  Before *** ****** left, I offered a complimentary follow-up session if any issues arose within a specified timeframe, demonstrating our commitment to client satisfaction. It's essential to note that *** ****** did not raise concerns about her experience immediately following the session or in subsequent follow-up communications.

   

  Regarding *** ******** reference to her profession as a lawyer, I want to clarify that I am committed to professionalism and integrity in all interactions, regardless of external factors. *** ****** attempted to use her career as a lawyer to intimidate me and force my hand, it wasn’t until I had my lawyer reach out that *** ****** changed her tune. ( please see attached email)  She tried to accuse us of illegally recording her, which Kentucky is a one sided state as long as one person knows they are being recorded it is legal. Please note that she used an Amex to check out and they awarded her a refund even though she had 4 hours plus of work done in our studio. 

  So in the end we lost out, not her.

   

   

  In conclusion, while I maintain my position on the matter,I did my job to the best of my ability, I see a total of 175+ a month.Poor retention usually has to do with the clients lack of aftercare not an issue with my work. When they schedule it says “ wWhat we do in our studio is 30% the other 70% Is up to you. I will be quite honest with you, She did not like the sensation of the tattoo, she had severe anxiety, she needed two stress balls, and we had to stop often and re apply numbing which in an oral session 2x is how many times we renumb. Which is why I believe  she refused to come back for the free touch up I offered her.  Everyone feels pain differently, but her anxiety got the best of her and it made my job very difficult.

   

  Please feel free to reach out if further information or clarification is required regarding this matter.

   

  Thank you for your attention to this issue.

  Sincerely,

   

  ******* ********

  Owner-The Brow Babes

  ************

   

*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. ↩