ComplaintsforBeauty by Britt, Inc.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received services here for a beauty treatment something I had been getting done regularly every 2 weeks for several months. I decided to try a different salon and this would be the first time going somewhere else. The service being eyelash extensions this time was even worse than I had imagined after only one week almost all the lashes have fallen out. I paid over $300 total to get a brand new set of extensions and an aftercare kit etc. I am not due for a touch up fill service for another week and that's how I know the work done was not worth what I paid. I was hoping for better results with someone that may have been more experienced but after one week (which it's supposed to last two weeks if not three), barely any extensions are even left. This was the original reason why I tried another salon but this time the retention is far worse than what I have ever experienced before. Unfortunately, this is just not acceptable with the money being spent.

  

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/06/22) */ To whom it may concern, I understand the client being upset about the loss of lashes and her retention. The client messaged us via our website on 5/26/22 asking about what glue we used because she was having retention issues and was thinking that it might be the glue and asked if she could bring her own glue in. We messaged her back via text on 5/27/22 to inform her of our glue that we use and how we can't use products brought in by clients due to liability, but we can use what we have, to get her to her lash goal. When she came in for her appointment on 6/13/22, she had a two-week-old set of lashes on from another lash artist. The client complained about the ongoing lash retention issues she was having no matter where she received the service. We did a lash removal and from there we could see how brittle, curled, and damaged her lashes were. They were bent and fried. We proceeded to give her a complementary lash retreat service to get her lashes as healthy, and nutrient dense as possible in the short time frame we had. Before starting the lash extension service, we went over the health of her lashes and due to the existing damage and all the products we were going to use on her lashes, that her retention would be the worst of any set she's ever had, but that we are trying to build her retention back up and get her back to her best lash health. I explained we would be using a much lighter lash, as the heavy lashes she previously had were not only causing damage to the already damaged lashes (not caused by just one set of lashes, but repetitive lashes applied and improper care.) The client was also informed of how to properly care for her lashes, as she explained during our session, her previous artist didn't really go into any detail. We explained this would be a process to get her to the best retention as we would need to do a process of elimination to get to the bottom of her retention problems. She agreed to proceed knowing this knowledge. We went into details of what can cause bad retention such as sleeping on the face, she then told us that she does in fact sleep on her stomach and lays right on her face. We taught her the proper way to clean her lashes and gave her options of the aftercare we offer. She chose to purchase our lash aftercare kit containing everything she needs to maintain healthy lashes. We also informed her we offer each aftercare product individually. Since we informed her that this retention would be her worst of all we told her to schedule her fill sooner rather than later, and to let us know how they are holding up, as I could get her in for another fill, as the products we used to repair the lashes would no longer be on the lashes. Her refill appointment was scheduled for 6/28/22. On Monday, 6/20/22, the client canceled her refill appointment and said nothing to us about any issues. At 12:02pm, my assistant then sent a text asking if everything was okay. I was out of the office and was not aware of any messages at the time I received the complaint on the BBB. She stated she was upset and said the lashes had fallen out. At 2:04pm, she filed this complaint. At 4:30pm, my assistant, not knowing of said complaint, sent another message reminding her of what we discussed during her session, she would inform me of the situation, and I would be getting back to her. In every conversation we have had, retention issues were brought up, as she states that is why she came to us to begin with. I stayed 1.5 hours after closing to make sure we were detailed in her cleaning, repairing, and applying lashes, as I wanted to insure, she had nice, beautiful fluffy lashes. The charges were a 35% nonrefundable booking deposit for the lashes that are priced starting at $195. The removal was $15. The aftercare kit she chose to purchase is $89. The lash retreat, normally $22, not charged; Total of $299 + $5.79 sales tax on $89 aftercare kit and merchant service provider fee. We have a strict no refund policy as the time has been spent, the product has been used, and the aftercare kit is now past the return policy. Not only that, but if the products in the aftercare kit were not used to be retuned with in the allotted return policy, the products were not used, and could be cause of addition lash loss. In the photos attached, I have labeled the photos. The photos of my work shows a loss, but is exactly what I expected, as well as what I informed the client to expect. We have a vast number of services, and we always try to accommodate clients to our best ability, at our discretion. Had the client informed us and given an appropriate amount of time to get back to her, we would have loved to continue the discussed process of getting her to her desired retention or offered another accommodation.

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