ComplaintsforEmme Lash Bar

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/5 I went to Emme Lash bar and spent $144 on a lash lift, it was unsuccessful and time consuming. The lift itself took more than an hour, did not work, then I was offered a fix it appointment. But a lash lift should not have taken more than an hour and if perm is left on too long damage to the lash takes place. So my trust was lost with this business in this regard, obviously I would not return again for anything lash lift related so I requested a full refund on 1/24. They will not fully refund me.

  Business response

  01/26/2024

  Hi ********, 
  
  We received a notice from BBB regarding your complaint. We appreciate your feedback and would like to provide some clarification regarding the issues you raised. We would like to shed light on the circumstances surrounding the extended duration of your lash lift procedure.
  
  The artist informed us that upon examining your lashes, she noticed that you had previous lash extensions from another salon. Recognizing the importance of your comfort and satisfaction, she kindly offered to remove the remaining lash extensions free of charge before proceeding with the lash lift treatment as. This additional service, while beneficial for your overall experience, *** have contributed to the longer-than-expected duration of the procedure and the additional time was not due to the processing time of the lash lift.
  
  Regarding the effectiveness of the lash lift, we apologize that the results did not meet your expectations. We assure you that our team strives to deliver high-quality services and exceptional outcomes for all our clients. The artist, in particular, expressed genuine regret upon learning about your dissatisfaction and is committed to learning from this experience to improve her service delivery in the future. 
  
  In light of your feedback and the issues raised, we proposed three options (1) complimentary second treatment (and now with the understanding that you had lash extensions on previously, this would have been the best option as residue *** have remained, impacting the effectiveness of the treatment) (2) full credit to your account for a lash extension service (3) 50% refund to your original form of payment (we have a no refund policy and have made an exception for you). You opted for the 3rd option and the refund was processed on 1/25. 
  
  Once again, we apologize for any inconvenience or disappointment caused, and we thank you for bringing this matter to our attention. We remain committed to ensuring your satisfaction and hope to have the opportunity to serve you better in the future.

  Customer response

  01/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does partially satisfy my issues and/or concerns in reference to complaint #********. While a full refund would have been the truly correct thing to do even in leu of removing my lashes. Because as the lash bar is aware- a lash fill is much cheaper than a new full set of lashes. By removing the lashes and not delivering the desired results from the lash lift- I now not just lose the 50% I am not being refunded from this merchant but I am also having to pay for additional services elsewhere. Because I clearly would not return to this lash bar for additional service after a sub par at best experience. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to get lash extensions on 9/5/22. This specific service was detailed to be for sensitive eyes and clients who previously had allergic reactions which is what has happened to me in the past. The owner had let me get a full set of lashes instead of following protocol to do a spot check on my eyes knowing Ive had previous allergic reactions in the past. Being a professional lash tech and a business owner, the protocol shouldve been a spot check to ensure I wouldnt have a reaction this time however, she pushed the full set on me. Now looking back at how much the full set was, I am almost positive she just wanted my money. I paid 215$ for my set. Less than 24 hours later, I had an allergic reaction with swollen bloodshot eyes and conjunctivitis. I called her business at 5AM for a removal and I was told to come in at 4pm. This was too long for me as the reaction was getting worse throughout the day, after calling 5 times I was able to get her to come in early to get my lashes removed. I had mentioned a refund over the phone and the employee I talked to had agreed to a refund. After I got my lashes removed and asked for a refund the owner said no. I even settled for half of my money back which her response was I didnt do half of the work. I hadnt even had my lashes on for a full day and am still recovering from my reaction 2 days later. This is malpractice on their end and just plain disrespectful. She saw how bad my eyes were and offered 30$ for another service if I decide to go back in after I had already gotten an allergic reaction! And what is 30$ to 215$?

  Customer response

  09/18/2022

  I have not heard from the business in response to my complaint.

  Business response

  09/25/2022

  It is our standard procedure to recommend a patch test for all clients who mention previous allergic reactions. This customer was offered a patch test several times. However she declined the patch test stating that she was leaving on vacation soon and would not have time to do the patch test which would require a 24 hour wait. We explained to the customer that although the **** gel uses mostly different ingredients than standard lash glue, it is still possible for her to be allergic to the **** gel. The customer still insisted on skipping the patch test. She asked what would happen if she got an allergic reaction. We told her that it is not within our policy to offer refunds for allergic reactions however as a courtesy we would offer her a free removal. A removal normally costs $30 and can take up to 30 minutes to perform. Therefore it was difficult to fit her into our schedule right away but we were able to see her that day for the removal.

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