ComplaintsforThe Dollhouse and Co

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday 29 April 2022 I received eye lash extensions from the Dollhouse & Co and paid a total of $200 not including the tip I paid to the eye lash technician. Lash extensions are expected to last 2 weeks with minimal shedding. By Monday 02 May 2022 I had experienced over 50% fall out of the synthetic lashes and was left with large gaps exposing my natural lashes as well as feeling discomfort (a pulling sensation) on my eyelids. I had emailed Dollhouse & Co to notify them of this issue and also provided pictures documenting that they had improperly applied the synthetic eyelashes as well (large clumps of lashes aka “lash fans” stacked on top of eachother - which could potentially cause severe damage yo natural eyelashes) Due to their poor technique and poor quailty products, I requested a refund which the Dollhouse and Co has denied me. Today 04 May 2022 I went to a local salon in attempt to have my eye lash extensions fixed and was required to have all the previous extensions from Dollhouse & Co. removed due to their poor application which was causing discomfort and erythema to my eyelids. I would like my $200 refunded.

  Business response

  06/01/2022

  On behalf of the team at The Dollhouse & Co, we are writing in order to try and come to a mutual understanding of the concern that ******************************* has placed toward us. To begin, we formally have all of our policies and requirements prior to booking any appointment with us listed on both our website and booking site. Although we believe that we did not do anything improper in this service, our main concern and priority is to ensure the happiness and satisfaction of all our clients. All clients are to read and fully understand and agree to all of our terms and conditions, which ****************** did. Unfortunately she must have misread some of the information, because in our policy it does clearly state that we do not issue refunds under any circumstance. According to state law, in the state of ************ it is entirely up to the retailers discretion to make their own policy on return and refunds. Again, it is clearly stated in our policy that no refund will be issued as our product already has been distributed. 
  
  ****************** had reached out to us via email which we can forward over to you if you would like, where she stated all of her concerns and we responded on our first available business day where we were more than understanding and compliant. We immediately informed her that we would be more than happy for her to come back in and remove any lash extensions that were irritating for her free of charge, and we also offered a new full set of eyelash extensions for no charge that would have been done by a different lash technician. ****************** had stated that she had experienced more than 50% of fallout with the extensions in a few days after receiving her set, which unfortunately happens sometimes due to many outside factors such as humidity, if the client does not follow proper aftercare, if they are using any oil based products on their face, etc. If any client ever has this issue we make it a priority to get them into the salon as soon as we can to get their lashes filled again and back to their liking. Lash extensions are not promised to last up to two weeks, nor does it state that in any of our policies. Extensions are temporary, they are not a permanent resolution. 
  
  Our lash technician that had applied the lash extensions has more than 2 years of experience and has an accredited license from beauty school and multiple certifications, therefore it is extremely rare that any severe complications would appear from receiving the service. We have never had any client of ours had any sort of issue such as this one, so we were genuinely concerned and again reached out to ****************** promptly. We tried our best to accommodate her needs, and she respectfully declined and then stated that she had to go to a different salon to get the extensions removed but we did not see any receipt from the other salon or any vivid photos of her eye enflamed or as was stated, enduring any form of erythema. We are a small business that values our customers above anything, and although we are newer we do have a rather large and consistent clientele amongst all of our technicians and good reviews from clients that have been to us before as well as continue to come to us. We ensure that we get salon grade products that we use on every single client that enters our salon and we can provide receipts of all our products as well.  
  
  We were more than compliant with ****************** and unfortunately she was not cooperative with us. We value her time and recognition to look further into this matter as we take every complaint extremely seriously. Our goal is always to exceed our clients expectations and ensure their satisfaction with our work. We tried to resolve this matter and if there is any further way we can help, we are more than glad to comply. 
  
  Thank you!
  
  Yours Truly,
  
  The Dollhouse & Co
  

  Customer response

  06/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the Dollhouse & Co. has no policies listed on their website. A screen shot is attached for reference. In addition, I was not asked to sign any waiver forms. I sought assistance from another salon with eyelash technicians that possessed adept experience in false eyelash application and removal on 02May2022; just 2 days after I had the original set applied by The Dollhouse & Co. I was advised by the lash technicians at ***************************** that the previous set would have to be removed immediately due to the irritation it was causing to my eyelids which could potentially lead to a more serious problem. I stand by my original request of having my money refunded in full by the Dollhouse and Co.
  
  Regards,
  
  ***************************
  

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