ComplaintsforDivine Lash & Beauty Bar

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 02/24/2023 I went to this business to get my eyelash extensions done. The business appeared organized, nice staff, and lots of services. Upon finishing my service, my eyes burned very badly. I told the technician and she gave me a fan to air my eyes. this helped but as soon as I left, my eyes were uncontrollably watering, burning, and very painful. I laid down for a nap when i got home, due to my work shift beginning at midnight, and when I woke up, my eyes were oozing with goop, bloodshot red, and very puffy. I immediately contacted the business, as it stated to do in their consent form, and due to the late hours, did not get a response. The safest thing to do was to remove them as they obviously were causing an adverse reaction that was significantly worsening over the hours. I removed them using a professional grade adhesive removal that is for the sole purpose of removing eyelash extensions, as recommended by my old lash tech, and not only did the glue that was bonding the natural lash and extension come off, but my eyelashes all fell out I have had eyelashes done for over 5 years with various salons and using various brands of glue and lashes, and ive also used this lash remover for a very long time and have NEVER had this happen. I have never had a reaction to my lashes being done, I have never had a reaction to the removal of my lashes, and have never had all of my natural lashes fall out I did advise the business of what happened and they continuously deny being at fault, and that it was just my skin, or my eyes reacting, however all of the products they claim to have used, I have used before They also refuse a refund and could only offer the same service but for free, however I have ZERO eyelashes to even glue extensions on, so they proved to be very careless of the situation to offer me something that is not even possible

  Business response

  02/27/2023

  The customer called with complaint ***** after leaving ********* and removing the lashes on her own. At checkout I asked the client how was her service and did she like her lashes she stated that her service was great and she loved her lashes she stated that her was a little red but that was normal for her after getting extensions. When I woke to her message I responded immediately to the clients concerns asking probing questions like did your lashes fall out or did you pull them off do to the irritation the client proceed to state that she removed them using the same techniques she did numerous of times that a previous technician gave her to help her avoid paying a removal fee. We do not charge removal fees when clients have reactions our main concerns are to remove the lashes. I than explained to the client that even if you always wore lashes at anytime you can develop a reaction on the consent form that she signed that she understood the risk of lash extensions is that she 
  agree to have eyelash extensions applied to my natural eyelashes and/or removed and retouched. By signing this agreement, I consent to the placement and/or removal of the eyelash extensions by the certified eyelash extension professional. I understand that in rare occasions there are risks associated with having artificial eyelashes and eyelash extensions applied to or removed from my natural eyelashes. I further understand that in rare cases as part of the procedure eye irritation and discomfort could occur. I agree that if I experience any of these conditions with my lashes that I will contact the certified eyelash extension professional that performed this procedure and it may be beneficial to have the eyelashes removed. I understand and agree to the after-care instructions provided by the certified eyelash extension professional for the use and care of my eyelash extensions. I realize and accept the consequences of failure to adhere to these instructions may cause the eyelash extensions to fall out and/or decrease the time the lashes will last. I understand and consent to having my eyes closed and covered for the duration of approximately ****** minute procedure. Times may vary depending on the type and number of eyelashes applied. this was our form she signed. I explained to her because she is not a trained lash tech she should never try to remove the lashes because it can cause further damage. not only did you attempt to remove them before calling she wet them which we always educate the client on not to get the lashes wet for 48hrs because the lashes are not fully dry and water as well as oils can cause the fumes from the glue to irritate the eyes and ruin the time the lashes last. when lashes are fresh its harder for them to come off vs. when you have them on for weeks. I tried to call the client to speak with her she told me do not call her phone. I explained to her that we do not offer refunds for services rendered especially when its out of our control  but we can offer her a full set at no cost using a more sensitive glue once her lashes grow back and she didnt want that. spoke to the clients mom and we agreed to De-escalate that we will refund her 50% of the money and this was done because when clients get lashes if they do not inform us of a sensitivity or allergies we would just use regular glue. I have attached the consent form the customer signed. The client removed lashes before contacting us which was against what we stated in the consent form and she waited 15hrs to make us aware of the burning issue which we explained that the irritation should only last 10-15mins after application. she damaged her eyes and irritated them more by removing them with the improper products and the client couldnt even tell me the glue remover she used to remove the lashes to ensure she used the correct products.

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