ComplaintsforDeka LASH

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid close to $200 for my lashes to be filled. The lash technician told me I should pay for a hybrid refill, which I did. However, I did not receive a refill. In fact, despite the price, the technician did not adhere lashes properly and did not perform the job. Despite my care of my lashes, within the same day 50% of the lashes had fallen out. The manager admitted in the screenshots below that the technician did not know how to properly perform that service, therefore she should not have been performing it at all and should not have charged me. Further, the employee was very rude and used her phone during the process. I have not experienced that at other salons. The owner even admitted the technician was not equipped. At this point, they refused to provide me with my money back despite my very reasonable request for services not rendered. If the technician was not able to perform such services they should not have done so.

  Business response

  05/31/2024

  I am the owner of Dekalash and was communicating with Client along with Jasmyn who is our manager , master artist and Dekalash certified Trainer . Jasmyn had performed the services for Ms ***** .

  Customer booked a Classic full set (there should be no prior lashes for Customer to book a new Set ) . Upon arrival and discussion with Jasmyn , Client was suggested for a refill as she had lashes already on that was matching Hybrid style and they both agreed . The service was performed and Customer paid $135 per attached ticket .

  As a good Customer service , we followed up next day and Customer was happy with Lashes and appreciated Jasmyn (text screen shot is attached.

  Next day, Customer seems to be getting Brow services at other salon and based on feedback from other Salon she reached out to us . We immediately responded sharing that 2 different products might have some compatible issues and it could be her old lashes shed. 

  We immediately offered her to come for free fix but Customer continued to be rude and use unappreciated language for Jasmyn who was a great artist just previous day and on day of service . Customer continue to claim of fraud and we accepting to her our staff was untrained and was not capable of service (we never did and have attached the full transcript of communication) 

  We still continued to offer her help to come and get free fix in spite of her threating to go legal and file complaint against us (full communication transcript is attached ).

  At this point I am nit sure where are we at fault and looking for guidance .

   

  Customer response

  06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They are erroneously claiming that I did something wrong to lose lashes. I have gotten refills every two weeks for a decade. This is a problem with their technician. They admit in my attachment that their refill doesn’t adhere well, but when I was being charged $170, there was no mention of this. Had they been honest, I would have opted to not receive the service. Their “transcripts” are the same texts I have attached. Though the service initially seemed fine, it is clear within hours my lashes fell out. Also, I drove nearly four hours to go to their location because I trusted the brand. They did not offer to compensate me for my gas or time to return to fix their error. Moreover, if their staff is so great, why do they have several one star reviews on Google saying this place is fraudulent and their technicians do not know how to fill lashes? Clearly there are several people who have endured their scam - advertising a technique they cannot perform. Unfortunately, they have made a business dispute personal. I was never rude I have been matter of fact. They have admitted their service does not work well and it was not performed well. I am unhappy and this is fraud. 
  
  ***** ****** **** ***** ********
  

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After spending an exorbitant amount of money with the Parker, Cherry Creek franchise, all of my unused credits/ money paid in “expired”. While the owner did give me extra time to use credits originally.. I was not aware that my money would “expire”. To note this is the same type of practice that other service franchises have had papers filed on them for. The amount “expired “ was quite a good sum of money.

  Business response

  03/01/2023

  Deka Lash is a membership-based concept offering discounted pricing as a perk with a membership. The membership offers $1.00 of membership payment = 1 credit to use toward product or services. For example, for every month that Client paid her membership at $119.99, she received 120 credits (dollars) to use toward product or services, which accumulate month over month. Deka Lash policy states that all credit balances after non-payment, membership cancellation, or extended membership freeze would expire within 90 days of inactivity. All clients are made aware of this policy when signing up for memberships.
  
  Client has been a member of the Deka Lash Parker studio off and on since March 2020. My business partnership bought out the studio on November 1, 2021. While I do not have access to audit her entire account, I am able to audit her service history and will summarize.
  
  After taking over in November 2021, Client's account was brought to our attention on December 10, 2021, because she had an excessive credit balance of $1,385 dollar/credits due to paying membership and not using services. She also had 7 months of nonpayment. We reached out to all clients with excessive balances to offer reasonable extensions of freezing the account until credits were reduced. Her credits should have expired 12/4/21 due to inactive status because of excessive freezing and nonpayment.
  
  We offered Client a six-month extension to use her credits and froze her account until June 10, 2022, with the understanding she would come in to use the credits. Her first appointment was not until May 13, 2022, which we debited $110 dollars/credits. We generously offered another extension to December 2022 to use credit balance with the understanding that the balance would expire on December 13, 2022. Client used $600 credits on August 9, 2022, and then another $110 credits on September 21, 2022, leaving a balance of $475.
  
  Client was fully aware her dollars/credits would expire on December 13, 2022 - a one year extension past the Deka Lash expiration policy.
  
  Client came in for a service yesterday demanding use of the expired credits/dollars. It was explained that her credits expired on December 13, 2022, as agreed and that she would have to pay out of pocket for the service yesterday. She refused and walked out. I again explained via message that we would not extend her expired credits again because she hadn't come in for six months and was misusing our generous extension, which led to this complaint.
  
  Please let me know if you need anything else.
  
  Thank you!
  
  Regards,
  
  Lexi T*****
  Multi-Unit Franchise Owner

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, Sept 29, 2022. They took my money, but refused to do my lashes! Tina, at Totem Lake Plaza in Kirkland, WA kept lying and lying to get out of doing my lashes. Quite the scam, getting people’s credit card to charge it, while refusing to do anything! Made me drive an hour, telling me they were going to do it, even up until I walked around the area trying to find the shop, she was asking if I was still coming!!! I walked in, she said she was going to do it, but her boyfriend must have called, because suddenly she decided she didn’t want to do it, and said the lights were going to automatically turn off. LIAR!!

  Business response

  10/24/2022

  Hello ********, It is extremely unfortunate that this client decided to complain about my studio to the BBB.  My team and I do our very best to provide the best customer service within reason.  The beauty industry is tough and we have to manage through lots of various types of clientele and we will do whatever we can to ensure we can accommodate their needs as reasonable people.  At the same time, I will also protect my team from abuse and aggressive clients who just want to get their own way and take advantage of my team.  My team has to be respectful of each and every client's bookings and abide by policy.  The clients must do the same.  This is not new and unique to my studio. It happens industry-wide.  We enforced a policy that we communicated multiple times to the client, which they've even confirmed via email and/or text.  
  
  As you'll see below, I have provided as much information about the situation we had to deal with this client.  Please let me know what other details you may need but I pretty much shared all the facts and supporting evidence from our system.  This is all copied and pasted directly from our POS (MyTime), including communication.  
  
  Studio Reviews:
  First off this is our overall review rating:  4.5
  I have responded to each and every one of the reviews, good or bad.  
  
  In addition, Deka Lash is a franchise company across the country and in Canada, my studio being the first in WA State.  It has a great brand name and I follow all related policies accordingly.   
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  As you'll see, I responded even to the client's poor review of us with the facts.
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  When she had finally arrived at the studio, it was already quite late.  As I explained to her on the SMS (see below) and in her online review, there is only a certain amount of time we can apply the particular service she booked her appointment for.  
  
  This client was brand new.  She booked an appointment.  She signed a disclosure on what is expected in terms of arrival.  She received multiple appointment reminders and what our no-show/late/cancellation policy is.  She confirmed her appt.  Yet she was late for her appointment.
  
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  Booking transactions and confirmations
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  I had this SMS exchange with her.  As you can see, right away she was claiming a scam.  I reached out to her immediately because my staff was feeling uncomfortable with her in the studio because she got extremely aggressive.    
  
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  See attached waiver and cancellation policy:
  Every single communication includes below verbiage.  She booked for a True Express Full Set.  She was more than 10 minutes late. 
  
  Reminders:
  Late Cancellation Policy: If you cancel or reschedule an appointment within 12 hours of the appointment time, you agree to be charged 50% to your card on file. 
  
  No Show Policy: If you do not show up for an appointment and do not notify us beforehand, you will be charged 100% of the service price to your card on file. A “no-show” is defined as a client who fails to be present at the time of the scheduled appointment, is more than 5 minutes late for all TrueXpress and appointments lasting 30 minutes or less, or is more than 10 minutes late for all other appointments.
  
  Please call ###-###-#### or use the Deka Lash App to message us if you have any questions or have issues regarding your appointment.  
  
  
  This is how many confirmations and appointment reminders we send:
  image.png
  
  Thanks for your time.  I look forward to your review and adjudication of this situation.  
  

  
  

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had my lashes done at the Boardman location. They looked great but witching a couple of hours they became very painful. The pain worsened over the next 24 hours, the lashes were stuck together in clumps and some were stuck on the skin of my lids. I called Dekalash and was told to come to the salon and they would take a look. I immediately drove to the salon and there was nobody there and the doors were locked. By the next day about 50% of the lashes had actually fallen off. I ended up going to another salon midweek to get the rest of them removed (by that point only about 25% were remaining). The removal process was painful as the lash tech said way too much glue was used and 6-8 eyelashes were attached to each remaining extension. They lashes were removed eventually but with pain and damage to my natural lashes. I have had lash extensions for 4+ years from a different salon and have never had these issues. I called dekalash to cancel my membership, they told me it wouldn’t be a problem and they would even try to waive the next charge. The received an email the evening before my membership was to be removed stating they couldn’t cancel my membership within 30 days and I would be charged in full for the next month and I would have to call back again to cancel my membership.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  3/31/2022 dekalash refuses to refund my money for services not given. I pay for a lash fill and they didn’t give me a lash fill. After I spoke to owner they refused to refund me . They stole my money and are refusing to return my money to me.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hello, my name is ****** *********. I used to get my eyelashes done at multiple locations in the Pittsburgh area. Green tree, McMurray, Bethel Park. I had my lashes done for quite a while but I have not had my lashes done for almost two years now. I have not booked or used any services from any Deka Lash anywhere in PA or the US for almost two years. I was under the assumption my account was closed, I was no longer going to be charged and Deka did not have access to my bank account. For 1.5 years everything was great. All of a sudden November 1st, $5.00 was debited from my account to Deka Lash McMurray. Odd. I have no ties to them. I called and they no longer have a phone system they have a texting system. So I texted and they said they would get back to me. A few days passed and I texted again. They said they would reach out to the owner and get back to me. I waited a month as I thought maybe they’re busy, maybe it takes longer. After a month I still had no resolution. Last week…while I’m in the middle of trying to understand why I had $5.00 charged to my account the first time, it happened again. Another $5.00 charge was taken from my account. I now have lost $10 for services I have not used in close to two years. It’s not about the amount of money, it’s is about the principal and the lack of help and resolution. I reached out again after the second withdrawal and the owner still will not remediate this issue. It has now been two months since reaching out. I would like to be refunded my $10 and to be completely removed from their system and not charged anymore. Thank you.

• Initial Complaint

  12/23/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I wanted to cancel my membership and went to the website. The only available means to contact company listed on company webpage was email. I sent an email explaining effective immediately I wanted to cancel my membership and if they needed any other information to contact me. I was not contacted and they still took out my membership fees. I went back onto the website and went onto a webchat to try to cancel, this said to call a number which is not listed on the website. I called the number and the woman who answered said I can't cancel through email only on the phone and I said but you do not have a phone number listed and I sent an email that said I wanted to cancel and someone should have answered me that I needed to call this magical number no one knows about if that is the only way. She said she would not refund my money even though I already submitted a cancellation through the only means possible listed on the website. I asked to speak to whomever was in charge of the website to let them know they need to list a phone number if that is what they expect you to use. I feel I should be refunded my money. I notified and asked if there was anything else I needed to do before my membership renewed and they did not honor that.

• Initial Complaint

  12/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I paid for a deka lash membership and used it for a while but I was never completely satisfied I would get the volume lashes and they just were never full enough and because they didn’t offer mega volume I decided to cancel in October of 2021 and when I cancelled my membership I specifically asked the lady about my credits that I had left over on my account that I paid for mine you if I gave them 110$ i had 110$ in credits on the account she advised me that I had 30 days left of membership pricing but the credits could be used at anytime that they didn’t expire so I was in no rush to use them for a different service. I found out that deka Lash finally started offering mega volume lashes just about a month ago and I was going to use my credits to get a set and see how they were and if they were to my satisfaction I was going to get the membership back until I asked how much credits I had left and the lady advised me that my credits had just expired in November I was in shock and appalled that one I was given false information and lost money that I had paid them and got no service for that money. This will effect me doing business with this company in the future if I don’t get a resolution.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I first visited the salon on September 11, where I received excellant service and was sold on the membership plan. They then scheduled me for an appointment for October 2nd. Upon arrival I was told the technician I requested did not have enough time for my appointment but they could reschedule me on October 3rd at one of their other salons. I arrived October 3rd at other salon and was told the technician was unaware of my appointment needs and she only had time to provide half the service. I allowed her to go ahead and do the best she could. The next day OCT 4 th I went back to the Johns creek location and told them of my poor experience and asked for a cancellation I was told the manager Mallory would reach out to me. I did not hear from Mallory. I emailed the corporate office, called the salon multiple times and received no answer. I then went back to studio on oct 27 th and spoke with Sonya my original technician. She provided me a phone number and asked me to text the cancellation request. My credit card has now been charged twice. I have spoken with corporate twice requesting refund and cancellation. I continue to get the run around.

• Initial Complaint

  10/21/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went to Deka Lash on Lyons Rd. Delray Beach . I requested a set of volume lashes. When the lash technician was finished my lashes didn't look any different than when In. I expressed my disappointment to the technician. I have worn lash extension for over 3 years and have never seen these lashes or had a problem before. I asked what other lashes they offered. She said they were the only ones. All salons offer a variety of lashes to give the client their desired look. She offered to do my lashes over at no charge. I told her it would be a waste of time since they only offered that lash. She contacted the manager and told her that I requested a partial refund. They cost $199. She said no. A few days later the salon text me and asked if I wanted to come in and they would use a different lashes!!! I had already had them redone as I had an event to go to the day after the appt. I contacted their head office they told me the salon would contact me in asap. Never did.

*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. ↩