ComplaintsforGlow Massage & Esthetics

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the glow massage and esthetics on Wednesday October 18 at 10 am to get eyelashe extensions for an upcoming vacation. The extensions were supposed to last 2-3 weeks and costed $150. I was very happy with the service and tipped the girl $40 and bought the cleaning product recommended to ensure they’d last the amount of time I paid for. The cleaning product was $25. On Thursday morning I woke up and a few extensions fell out on each eye but nothing too bad I didn’t say anything to the business. All throughout the day one eye kept shedding and the next day, Friday when I wake up I wash my lashes with the cleanser I purchased from the salon and the one eye has barely any lashes left so I call the salon and speak to someone who listens and lets me know the manager will be in touch with me soon. 3 hours later the manager calls and asks if I could come in to be looked at or send photos so the can determine what went wrong I sent photos because I didn’t have time go in. She offered to refill them for free which I told her I didn’t feel comfortable doing since my sister who went the week before me had the same issues so I would rather just get my money back and she refused. She also offered to remove them and still not refund me. Eventually she stopped replying to my messages and my sister made a ******** post and they responded the comments accusing me of lying saying the photo of the lash I took isn’t what they use and when I proved it was a photo taken not a screenshot they changed the story to they do not use the type of lashes in the kind of extensions I got. So the owner doesn’t even know what kind of products her lash techs are putting on peoples eyes. I paid a lot of money for a service that was supposed to last 2-3 weeks, tipped well and bought product to ensure it’d last and followed the after care card to ensure what I paid for would last and didn’t last 3 days

  Business response

  11/14/2022

  To whom it may concern:

  
  

  On October 21st the client called Glow asking about our refund policy. I returned the clients phone call as soon as I could given I had a full schedule of appointments that day. When I spoke to the client she stated she had lost a bunch of lashes and only had a handful left on one eye. I asked if she'd be willing to come in or send us pictures to try and figure out a resolution.

  
  

  The client sent us pictures of her lashes the morning after she had them done and said a fan fell out. 

  
  

  The 2nd picture was of a 7D lash that had fallen out. My lash tech does not use 7D fans in her Hybrid lash extensions.

  
  

  The 3rd picture she sent us was a picture after she washed them which made them appeared to be "wet" and clumped together.

  
  

  The 4th picture she sent was a picture was of her lashes brushed out. Which showed maybe she lost a lash or 2 but nothing significant as she was stating in her message. 

  
  

  I returned her message and offered for her to come in for a FREE fill OR to do a FREE removal to make amends and she refused. I would also like to add that her reasoning for not wanting to come back in was that she felt uncomfortable and didn't want to be "forced" into the free fill. 

  
  

  My entire team is full of extremely sweet and caring women. Our spa is a safe space for anyone who needs it. The entire situation was handled very professionally on our end while trying to accommodate her. We all felt very blindsided seeing her sisters post on ******** slandering my small business. 

  
  

  Another piece of information I would like to add, is that she had her lashes applied in October, which is when our natural lashes tend to shed a little extra. Normal fills are done every 2 weeks to maintain the look of the lashes. During high shed time, most clients need to come in sooner. Fall shedding generally only lasts about 3 weeks.

  Also something else that should be noted is that yes, generally lash extensions can last anywhere from 2-3 weeks before a fill is needed. HOWEVER, there are a lot of factors that go in to making them last. Things like improper washing, the amount of oil your lash line produces, excess heat or steam, oil based face cleanser and make up are just a few common ones. These are things we as a spa have no control over once the client walks out the door. Lash extensions are a high maintenance service are not for everyone because of this. 

  
  

  Unfortunately, because the client refused to come back in for us to see why the adhesive bonds broke down so fast, we do not know what the actual cause was.

  I tried to make things right with the client and she refused to work with me. There's simply nothing else that I can do for her that fits within the restraints of the policies. If I need to provide pictures of the conversation I can do that. Thank you

  Customer response

  11/14/2022

  I am rejecting this response because:
  There is not a no refund policy. So what policy is it going against? I had to go to another lash artist and spend more money,$148 to be exact, to have lashes for my trip. Its been about 3 weeks since seeing that other lash artist that I will not disclose and have had barely any lash shed so I do not believe it was from my products or the weather or any of the other excuses she has given. I bought the lash shampoo from glow salon and used the brush given from her salon to wash them and brushed them out with the spoolie from her salon knowing it was high maintenance. So either she sells/uses low quality products that she doesnt even know what her techs are putting near peoples eyeballs since I proved to her the 7D lash that I sent was taken with my iPhone camera and not a screenshot from the internet so where else would I get a 7D lash from if it didnt fall from my lash? And my sister also had one fall from the same tech same hybrid lash extensions? ***** was also training a girl and said sometimes you need to use different lashes for different eye shapes and different natural lash types so maybe ask the girl she was training. You said you will not give me my money because I seemed like someone trying to get a service down free of charge. I came in paid for the service tipped very well and bought product meant to help the longevity of the service but you still looked down on me which to all my friends that work in salon atmosphere or own businesses say Im the ideal client. I didnt bad talk the tech that did the service because I thought the lashes looked good, I thought the product itself is what was at fault, which after getting my lashes redone by a different person with a different technique, I cant  say if the product is different but with them still looking like they were just done 3 weeks later with this lash artist vs how they looked 3 days later at glow salon and me maintaining them the same exact way speaks volumes to me. Also the fact that I went and paid even more money to another person to fix your mistake I clearly wasnt just wanting a free service I wanted nice lashes for my ****** trip that I ended up getting engaged on. Not to mention I wasnt uncomfortable going for the free fill because of glows staff I was uncomfortable going because my sister had the same exact problem, opted for the free fill and still had major shedding to the point where one week after the free fill at ****** she had little to no lashes left at all and was applying false lashes everyday which defeated the purpose of why we wanted them in the first place. 
  

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