ComplaintsforThe Lash Factory

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 6, 2023 I received a text from The Lash factory saying we have some lat minut openings for services today. “We would love you t use this coupon on any service. I decide to book an appointment. I received a text back around 2:21 PM that they were reviewing my request for a service at 6 PM and then it said that they excepted it at the time. I was at work and I don’t always have the ability to check my text on the hour. I left my job at 5:30 PM and headed over to the appointment and when I knocked on the door it was just at 6 PM. They didn’t answer the door right away and there was music blasting, and when the technician came to the door, she told me she had tried to reach me via text that I had signed up for the wrong service for lashes, and that they were unable to do that service at that time and so she canceled my appointment and because the cancellation was in less than 48 hours notice, they were charging me a $45 fee for a last minute cancellation. I asked the aesthetician if I get another service in place for that $45 and she told me they would have to charge me in addition to the 45 fee . Essentially they woud be double billing me. There was nothing in the text that said that the cancellation fee would be charged to me when they canceled the appointment prior to speaking with me. When you book a late appointment because they have openings, they shouldn’t just automatically charge you $45 if there is a misunderstanding in the booking. I am requesting a refund for the cancellation. They said it was their policy to charge the cancellation fee.

  Business response

  05/05/2023

  On April 6th, 2023 at 1415 we received a request by the client for our "New Client First Time Fill"that day at 1800 which is stated/explained on the website as, 'For clients coming from another artist. This service is a longer duration just for your first appointment with us. This service includes a full consultation and allows us to make sure we curate the perfect set for you. Must have at least 50% of lashes retained for fill service - we may not be Abe to provide service depending on the appearance of your extensions' We text the client promptly at 1439, to which we received no response until 1754 (6 min prior to appointment start time). Clients appointment was on my employees schedule for almost 4 hours at this time, leaving another loyal client unable to schedule a service. Camera footage shows client above getting to our entrance at 1810 ( 10 minutes late ). Client states she does not have extensions on, rendering the service booked unable to be provided.  We do our best to reach out to clients to clarify the correct appointment was booked, that they don't have any questions, as well as provide thorough detailed explanations of all of our services while client is booking.  Client agreed to our policies as she has also been here and signed physical waivers agreeing to our policies.  Client has also been late on multiple occasions in the past; 04/23/2022: client was 30 minutes late to a scheduled appointment- told us she would be 10-15 minutes late, but after 30 minutes we were forced to cancel her appointment, 05/14/2022 client was 20 minutes late coming from work, 05/28/2022 client called at 1003 for a 1000 apt saying she would be 15 minutes late - client showed up 30 minutes late. Scheduling seems to be an issue for the client, a refund was rendered per client request for the wrongly scheduled service on 04/06/2023 - and client as referred to another salon for her services.  

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