Complaints

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• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 8 @ 9:15 I had an appointment with Miss Haley **** for a **** ************ The procedure was done . She gave me a mirror and I told her I needed my glasses, not with me at time of appointment. I scheduled a facial for the following Monday @ 9:15 and she recommended additional products. Never said they are non- refundable .and I ordered the 2 products. I emailed her through her messaging section on her website later on that day. I stated I was not happy with tint as I saw no difference and requested a redo or refund . Did not receive a response. Texted her the following day and just requested a refund . Following her response I additionally requested a refund on the order ************* was not cooperative and canceled my facial appointment and said the products were unrefundable . I do not wish to return to this establishment and no longer require the products from her. $118,46 was the total of the bill

  Business Response

  Date: 07/17/2024

  Hey, so I emailed *************************** back on July 8th 2024 @2:12. She never responded. Then I recieved a message from her and I sent in proof that I had responded to her email. The way she handled the whole situation I did not like so I did cancel her appt for the following Monday. I just opened my business in April and I just refuse to be treated the way she treated me. She never once told me she needed her glasses. She looked at them and told me she liked them. So when she messaged me I handled it but sending her a refund of HALF the lash tint. Since I did use my products and when she left she did say she was happy. Then when she continued to be very disrespectful I decided to cancel her appt which led to her wanting a refund for her products. So I did refund her for one of the products but told her the other one had already shipped and couldnt be refunded. She was told this at the time she purchased. I have tried to message her multiple times to get her to pick up her one product as I have already refunded her for the other product. I am able to return this product but I will have to pay shipping. So if Ms ******* would reach out to me I can let her know I will return her the money of the product but will have to take out the cost of the shipping. With that being said Im not refunding her $118.46. As I have already refunded her for half the tint which is $7.76. And one of the products she ordered which was $31.05. The other product was $45.95. I can return the lash serum and however much shipping is I can take out of the $45.95 and return the rest of the money for her. But I did do my service, she did say she was happy, she was told it was non refundable, and she never said she needed her glasses.

  Customer Answer

  Date: 07/18/2024

   I am rejecting this response because:  

  Thank you. To address the response of Miss Hege 
  I told her I did not want the eyelash serum and requested a refund . Seeing as though I will not be needing it . She said as part of her sales pitch that it enhanced the lashes for better future tinting applications. As I will not be returning to her for this service it is no longer needed by me. And being that she does lash tinting as a business Im sure this product referral will be used on other clients as well and was not specific to me alone. As clearly stated in the texts I was never rude and just requested a refund for a service I was not happy with the results as seen in photo no visible difference after procedure. And as stated in text I asked several people their opinion as I never had a lash tint before and they all said they couldnt believe a tint was done as no visible results showed. I could have left a negative review on her website but opted out. She is mistaken as I clearly stated I needed my glasses to see especially since this is done in   a very small windowless room , dimly lit and you are given a tiny hand mirror to see results . No bathroom facility is available at this place of business either. Additionally I was never told products were non refundable or I would never have purchased them as I have sensitive skin. My receipt did not show the itemized detail of the products cost and was charged  a $4.01

  Convenience fee without the option to opt out to pay cash as she requests credit card info in order to secure appointment and she bills your card automatically at finish of service . I had every intention of returning for a facial as scheduled the following Monday but she took things to extreme. It is obvious she is new to having a business of her own but with this comes the occasional unsatisfied client and she needs to learn to handle a negative experience better , more professionally. The $7.76 refund was a joke as very little product is used in a lash tint for sure. I didnt respond to her daily texts to pick up the lash serum as I already told her it was not wanted by me and I requested a refund. I was waiting for the BBB help in this matter without further contact with her directly 

  Sent from Yahoo Mail for iPhone

  
  
  
  

  Business Response

  Date: 07/19/2024

  As stated in previous message with attached photos she has been refunded for half of the lash tint, and one of the products. She asked me what would help her lashes and I showed her, I never once tried to sell products. She asked if I had something that would work for her and that's when I told her about the lash serum. As stated in the previous message she was refunded for half the tint. Not the entire service because she did receive a lift and her lashes where darker. She never once said she needed her glasses the mirror is a normal size hand held mirror and then I also have two mirrors in my business that she is able to look at her lashes at. I'm not sure how my business not having a bathroom has anything to do with this and it is clearly stated when booking an appointment. As I rent my suite from someone else and they're in the process of adding a public bathroom. She was told at the time of purchase products are non refundable. When she went to pay because yes I require cards on file but I ask if they're paying cash or if they would like to pay with the card on file. She stated card I explained tax and a processing fee is applied as it shows on my website a card fee and tax is charged. I do require a card on file because this is my business and if someone doesn't show up I charge a cancellation fee as posted on my website. I denied her service that following Monday because I refuse to be disrespected, as previously stated this is my business and I can decide who and who I will not do services on. I've never had anyone complain as clients are aware you can only leave a lash tint on for so long without ruining your lashes. Her lashes had a tremendous difference in lift as well as tint. I did not have to refund her $7.76 for the lash tint as I could have told her I did the service and at the time of service she was happy but I refunded her half of the lash tint. There might be "very little" product used for a lash tint but the tint itself is expensive. I don't have to explain why I charge what I charge because this is my business and my prices are extremely fair as lash lifts and tints in my area start around $65-$95 but since I have not been open very long I have my prices a little lower to build my clientele. But I refuse to have disrespectful clients. So, I have refunded her half of the tint and for one of the products. She will not receive a full refund for a lash lift/tint as I did my service and she left happy never told me she needed her glasses. I also emailed her back that day and have proof even though she claims I did not just like she claims I didn't tell her the products are non refundable. But I am willing to return the last product and her pay the shipping cost which I will take out of the refund. That is all I am able to do it at this point because again I did my part, and she was happy when she left. I only have a few days left in the return window to return the lash serum so I would need to know soon or she will not be able to get a refund on the lash serum. Which I will not sell to another client because I do not ask clients to buy products I allow them to ask me because too many clients have been places that push them to buy products and that is not what I am here to do. Thank you!

  Customer Answer

  Date: 07/22/2024

   I am rejecting this response because:  

  I am exhausted going back and forth with her on this, the ***** are :

  - I stated I needed my glasses.

  - If a bathroom  at her facility had been available with ample lighting I could have seen results better.

  - A photo was taken of my eyes at 10:34pm on July 8 the same day of the service on my iPhone and it clearly shows no visible tint difference on my lashes.

  - she stated in her text and I quote Ah Im sorry about that, technology can be odd sometimes thereby agreeing that the tint didnt work. 

  - SHE recommended additional products to me.

  - Her receipt doesnt show individual cost of products recommended and sold by her ( listed on receipt as after care lashes -$77.00 ).

  - I find it hard to believe that after care lashes products are not recommended to ALL her clients as this care is part of the service maintenance she stated.

  - She NEVER said products were non refundable.

  - She NEVER explained tax and processing fee.

  - She needs to understand she is NOT going to have ALL her clients happy with her work ALL the time, its just a fact of doing business.

  - If she wouldnt have escalated things from the start and stood by her work it would never have come to this.

  - I was NEVER rude or disrespectful as you can see from the texts.

  - The photo speaks volumes.

   - I would appreciate a FULL refund for the failed lash tint and the lash serum.

  - Thank you for your attention to this 
  
  
  

  Customer Answer

  Date: 08/07/2024

   I am rejecting this response because:  

  As per our conversation on July 24 I have waited an additional 2 weeks  and still have not received my refund for the eye serum . 

  $77.00 - ***** = $45.95 still due to me . I have requested a refund since the day after the botched service. 

  Thank you for your attention to this matter 
  
  
  

  Business Response

  Date: 08/16/2024

  As previously stated I can not return the item so I will not be able to refund her. She can pick up the product or I will gladly ship it to her if she pays the shipping. As previously stated she was happy with the service when she left but became mad with me when I denied her next appt due to the way she was treating me and my business. Also, in her previous message the text about issues with technology was because she claimed she didnt receive my email, it had nothing to do with how the tint looked she was putting words that I didnt say in my mouth. Thank you. 

  Business Response

  Date: 08/21/2024

  Unfortunately the product is passed the return date so I am no longer able to offer her this. I had 7 business days and its well past. I am unable to refund her any of the money. If she would like she can still have the product, I can mail it to her house and she can pay the shipping OR she can pick it up! Thank you!