Amazing Lash Studio

Amazing lash has a company policy that requires a thirty day notice to cancel any membershipAll members sign off on this when they sign up for a membership on the membership agreementThey have a monthly draft of that must be up to date before any cancellations can be processedMs [redacted] card was declined for her payment so she had to bring her account up to date to be cancelledAs a courtesy, we waived her next draft that was set to still come out within the thirty day cancellation so she was never charged again.There are no cancellation fees or penalties[redacted] Studio Manager

Attached are MrsS [redacted] customer/member agreement documents They alone clearly protect us from her claims.But to look into this we checked our phone records from our Vonage system 3/1/through 9/30/which shows only two calls to or from MrsS [redacted] ###-###-####, the only number she provided The first call not being until 9/2/17, months after her lash service See attached phone recordOn or about 9/8/17, another call was made to MrsS [redacted] by me, Brady S [redacted] the owner of Amazing Lash Studio at Desert Ridge Marketplace via my cell phone I wanted to address her concerns that my studio director had already informed me of I informed her that we cannot refund so many payments, but that she can use the pre-paid services at any time without worrying about them expiring I also agreed to cancel her membership so that she would incur no further charges We have a 100% rating on inspections done at our studio by the Arizona State Board of Cosmetology All of our equipment undergoes extensive sanitizing up and beyond what are required by the state Our stylists also sanitize the hands and wear medical masks during the applications Therefore it is highly unlikely that an infection started here at the studio Without more evidence linking the medical claims to our service provided as well as more phone records of her attempts to contact us prior to Sept 2, we cannot refund her dues.Until then, we can only assume that MrsSpringfield was not monitoring her credit card activity properly, which is not any businesses responsibility It's not unusual for some of our clients to skip coming in monthly But when they do return, they pick right up where they left off because their pre-paid services do not expire until one is usedThank you!Brady S [redacted]

Complaint: [redacted] I am rejecting this response because: I do have money due back to meIt may not be a full credit but there is money to be refundedPlease at least give me the money that you currently have on fileI was never given any correspondence that my account had been cancelledPlease feel free to respond to the multiple emails that I have sent to the email address to Debbie---per the instructions I was given by your staff members on how to cancel my membership Regards, [redacted]

We are sorry that this client was not able to get in touch with anyone at our studioThe store was undergoing a change in management at that time due to some of these very same issues and some things were not taken care of immediately as they should have beenWe have a complete new staff which is focusing more on customer service and trying to get these issues resolvedThe total amount has been refundedWe are also sorry that the lashes did not last as long as was expectedSometimes we have issues with the glue which sounds like may have been the case because we do have many customers who get their lashes done and they do last a whole monthWe do offer free corrections and if you would like, we would be willing to give you a free set of lashes for you to give us one more tryAgain, we are very sorry for your issue and we would like to make it right!! [redacted] ***Franchisee/Owner,Ghent Enterprises LLC, dba Amazing Lash Studio

Complaint: [redacted] I am rejecting this response because:Many reasons stand out that would cause me to reject this response from ***However the most significant is not her memory of my visits there the most disgusting response, is a quote form her own words, "I have a customer service satisfaction guarantee at my studioI do not provide refunds as we are a service based studioI do not refund on a service renderedBut I will do my best to assess the situation and come up with a solution on a case by case basisBased on the number of attempts I made to turn this around and the amount invested in my attempts to keep her as a valued member there will be no refunds providedI did everything within my scope as a Studio Director of a corporate franchiseI believe as she indicated in both this complaint and the one on social media that this was an attempt to reach our corporate headquartersI don't think she understands that this is an individually owned and operated franchise and that all complaints come straight through usHowever all of our guidelines, protocols, policies and procedures are mapped out by corporate."I believe this helps to explain the unacceptable customer service and why their social media pages have bad reviews that single her out as a poor director and in my opinion will be the cause of her demise or Amazing Lash's inability to retain customers She mentioned that she didn't believe that I understood that this salon is indivudually owned and operated anf that all complaints come directly to them, I beg to differ that I know exactly that and as a paying customer would hope that it would be a easier process for an agreeement to be achieved being you are such a small franchise I was wrong there [redacted] my primary goal is to warn others of your practices so they never visit this establishment You have lied regarding services rendered to me as well as time and dates [redacted] I never agreed to anything at my last appointment other that I wanted to cancel my membership and how unhappy I was with the service I have no reason to lie!There are other complaints on your social media page concerning your practices as I'll post a few for accuracy I'm asking for the refund and also file a complaint with the consumer services as I am the consumer and you do not get to write your own narrative here Complaints from Amazing Lash Social Media: [redacted] *** · November 30, 2017Based off of past reviews, I decided to give this place a tryI’ve had lash extensions done before so I knew for the most part what to expectWhen I originally visited, I set up a membership with them, $lash fillsI was pretty happy with how they turned out, & I even bought their starter kit with the wash, brush, gel, etca few times went by, & my lashes weren’t nearly what I wantedClusters would fall out right after the apt & days later when brushing through, I would find one lash glued to multiple of my real lashesI’m not one to pick or pull either so I would leave them beIt was not a good lookIt was getting frustrating & my fills were going up in price as wellI found it crazy I was paying extra when it wasn’t my lack of maintenance or careNow I live near Wentzville so the drive is not exactly convenientOne day, minutes BEFORE my apt, I get a phone call stating my lash tech called in with a bogus story & they need to rescheduleThat is pretty frustratingLast but not least, I sent in a referral (best friend)Her lashes did not even last a Day! Being of different ethnic, im not sure if the lash tech just didn’t know how to work with her eye shape, IDKBut it was a mess? So after all that, & the not so satisfied service, I have decided to cancel my membership here & go somewhere differentHopefully they’ll get experienced techs & improve their service! It was overall a nice location, what a waste [redacted] reviewed Amazing Lash Studio — starOctober 5, · ditionally, on her prom she arrived minutes late due to accident, and was turned awayTheir policy states "if late you get only the time left to your appointment"Since an appointment is an hour, she was due minutesFinally, after telling [redacted] she would NEVER be back, this woman did not explain or offer the paper necessary to stop the bank draftsOnce she noticed to $payment to Lash she called to find out she needed to sign paperOkay, fineWe went to sign ONLY to find out there is day delay*** ??So, bottom line grown *** woman stole $from a teenagerLike I said, ***, manager of Amazing Lash is straight up THIEFRant over ?????????? Sincerely, [redacted]

This guest came into our business last week wanting to get her eyelash extensions removed and new ones placed on The guest informed our staff that she had her lash extensions done previously at a salon in Los AngelesWhen our stylist evaluated the guest’s eyelashes, the stylist determined that several of the guest’s existing extensions were not placed appropriately-even to the point where many of the lashes were adhered to her eyelid (proper placement of eyelash extensions requires placing an individual extension on an individual natural lash-not ever touching the lash line)When informed that the stylist would need to remove the old ones prior to a new set being applied, the guest agreedThe removal proved to be difficultOur lash stylist asked this guest several times if she wanted her to just stop or to continueShe instructed the stylist to continue, but then felt an irritation in one of her eyesAt this point the guest got off of the table, became increasingly unpleasant and emotionalOur staff tried to help her but the guest refused help and rubbed her eyes vigorously; which only served to exacerbate the rednessThe guest left and did not pay for the removal service.The owner contacted the guest by phone after she was informed of the incident The guest then began harassing our staff via text, email, social media and phone callsWhile we very much regret that she had an unpleasant experience, we followed our procedures and protocols with which has successfully served 1,000's of guests every month

To whom it may concern,My name is [redacted] and I am the Director of Amazing Lash Studio ChesterfieldI am reaching out in response to a recent complain you received about my studioI am saddened to see that my attempts to turn things around for this guest did not workI would like to explain the series of events as they happenedI am willing to provide evidence to back this information up as wellWe have a system in which we keep every guest profile, details of every visit as well as all transaction history, payment methods etc...1st visit was on 9/21/in which she received our introductory offer of a full set of eyelash extensions for only $($value) She liked her lashes so much that she decided to become a member that same day.2nd visit was on 10/13/in which she received a fillShe used her included fill credit from her Oct membership payment3rd visit was 10/19/after she wrote a negative review about her service on 10/13/I contacted her immediately to attempt to rectify the situationShe called me back some time later and at that time she agreed to come in againI placed her with our Master Stylist who is the highest level of technician we haveI also offered to cover the cost of the entire service as an olive branchShe excepted and came inThe only out of pocket expense she had that day was the $in gratuity she left her stylistThe total value I comped was $42.994th visit was 11/9/in which she received a fillShe used her included fill credit from her Nov membership payment5th visit was 12/21/in which she was scheduled for a fill and arrived lateUnfortunately she was requiring a full set which we did not have time on our schedule to accommodateThe senior stylist that she was scheduled with followed protocol and explained that additional cost necessary to get her approval before proceedingHad she gotten ***'s go ahead she was going to squeeze in a full set and had asked me to let her next guest know she may be a few minutes lateThis is not something we normally do but because it was the week of the holiday she was trying to go above and beyond for her guest as my girls are trained to doSadly [redacted] did not take it that way and became very irateShe refused to pay for a full setShe demanded to speak with me immediately She then began to imply that I should be willing to take care of the cost because she has never had a positive service in my studioI explained that I did cover the cost of her 3rd serviceI touched base with her upon every visit to make sure she was satisfied and she assured me that things had taken a turn for the betterThen all of the sudden on her 5th visit she says that she has never been happy with services at our studioShe says that she has been to other amazing lash studios in the past and that they are much better than us and that I have done nothing to better the situation everI then explained that I have always made sure to put her with our senior stylists and then referred our Master Stylist as a last resortShe did not want to continue to see our Master Stylist because there is an additional charge for her servicesI had respected her choice of courseIn the end she told me she did not want to receive a service that day on 12/21/ and that she also wanted to cancel her membershipAt that time I had to explain our Cancellation Policy which states a cancellation within hours of service will result in a 50% service chargeA no call no show will result in 100% service chargeThen I had to explain the membership cancellation which states that you must provided days written notice to cancelThe cancellation document in her file must be signed and then the days starts from the date of signatureThe most she would be subject to pay would be final month before termination based on the date she canceledShe signed this agreement along with her membership agreement on her first day with usShe got even more upset with me at this timeShe proceeded to make a scene in my lobby in front of other guests and valued membersIn a final attempt to calm her and end the scene I offered to waive the cancellation fee (which I never do and am not supposed to do) and use her fill credit on file to cover her same day cancellationThat way I was preventing her from having to come out of pocket any furtherShe agreed, signed all the appropriate documents and then leftSince then she has blasted us on social media and now filed a complaint through youTotal cost of Services and fees waived by me was $I have a customer service satisfaction guarantee at my studioI do not provide refunds as we are a service based studioI do not refund on a service renderedBut I will do my best to assess the situation and come up with a solution on a case by case basisBased on the number of attempts I made to turn this around and the amount invested in my attempts to keep her as a valued member there will be no refunds providedI did everything within my scope as a Studio Director of a corporate franchiseI believe as she indicated in both this complaint and the one on social media that this was an attempt to reach our corporate headquartersI don't think she understands that this is an individually owned and operated franchise and that all complaints come straight through usHowever all of our guidelines, protocols, policies and procedures are mapped out by corporateThank you for your time!Please feel free to reach out to me with any additional questions [redacted]

Ms [redacted] entered into her contract on March 22, She did then freeze her account in January for months where she was not making any payments on her accountAt the time of a freeze of the account since you are not paying on your monthly dues, those months are then added onto the contract for an additional months, bringing the date of her initial term into SeptemberWhen she signed her agreement there is an option for an automatic renewal of the membership which she did in fact signAt this time, after your initial term has ended it automatically debits out of the account for your monthly dues, unless you have given us your written day notice to cancel the membership, which Ms [redacted] did not do Therefore, Ms [redacted] 's account was still being debited since she never gave us her written notice of cancellationShe has already been credited back for the months of October and November, and has since cancelled her membershipIf you would like any documentation of the enrollment agreement with her signatures or copies of her refunds, I will be happy to give those to you as well Please let me know if you have any further questions or anyway that I may be able to help Sincerely, [redacted] Studio Manager

Mrs [redacted] ,First and foremost, I would like to apologize for one more case given to you to make your day longer and job harder than it already isWe appreciate everything you guys do to protect the every customer all aroundOur business Amazing Lash Studio is real similar to the known Massage Envy business model which bases on membershipsInstead all we do is strictly eyelash extensions and thats itEvery new client who walks in, can get their first full set with us for an introductory offer of $79,99, thereafter you can sign up to become a member for the price of $59,a month which in turns gives you refill visit a monthUpon signing up, every client has exactly days until their first initial draft of the $Each and every time we sign up a member, we always tell the client that they have up until the day before the draft hits to cancel anytime for any reasonWe do this to give every client a reasonable amount of time to think about remaining on as a memberWe always clearly let every new member know that once the draft hits, then the client is locked in and bind into the membership length agreementI believe this case its about one of our clients who tried to cancel on the day of the draft but it was too lateI have spoken to client and she had even acknowledge that she meant to call us the previous day but she had forgotten to do soClearly, she knows that the deadline has passed and yet she still claiming that we are doing unethical business practicePlease let me know if there is anything you need from me to rectify this and close this case as soon as possibleThank You, [redacted]

I sent an email to amazing Lash studio to cancel my membership when I had heard that they were increasing their fees I had not been satisfied with their product on several occasions as they did not last the length of time they advertised I kept the email which was sent on 5/27/ I would like them to cancel my membership immediately

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We received an email from *** *** on May stating that she would like to cancel her membership in response to a price point increase rolling out in all California Amazing lash Locations due to upcoming increases in employee wages, etcSeveral attempts were made to contact *** via phone and email from management to discuss her concern and review available optionsPer the membership agreement that *** *** signed , terms of cancellation are with a doctor's note stating she can no longer wear the lashes or if she moves (25) miles away from any Amazing Lash Studio location*** did not answer or return any of our attempts to contact her*** *** called via her bank on 7/1/The bank representative spoke with one of our front desk staff about removing a card from our system Our front desk staff informed the representative that she was unable to give out any information about guests so she would need to talk to the guest herself The bank was also unable to tell us who they were calling for *** then was conferenced onto the call so that our staff was able to look up her profile Our assistant manager then spoke with *** about cancelling her membership, I couldn't find her original email so asked her to send me a copy of the email Despite *** request being outside of the cancellation erms and *** not allowing us to discuss options with her, we did move forward with an exception and honored the cancellation as well as refunded the $that had been drafted on 6/15/17.The termination form and confirmation of refund was emailed to ***

We have completed the requested refunds for the October, November, and December charges that were incurred. We apologize for any inconvenience during the cancellation process. Please know that the reason there was confusion with your cancellation, is that we require our cancellation form
to be completed and signed in studio as part of the 30- day notice of cancellation. We truly apologize for any inconvenience and hope that this resolution meets your needs

We cancelled this customer's (*** ***) account on June 30th, Her last membership dues were charged to her credit card on June 15, She used the balance of her prepaid services at the Amazing Lash Pflugerville location on June 18, She was never charged
any further by the Amazing Lash Arboretum location after June Therefore there is currently no balance in her account to refund Her cancellation request should have been processed more promptly We want to apologize for the inconvenience we caused her Due to health reasons our Studio Manager had to abruptly resign in early June and we had a few clients whose cancellations did not get processed in a timely manner We have since filled the Manager position and are processing these requests as normalPlease let us know if you require further information on this matterThank You,
*** ***
Amazing Lash Studio
***

*** -I refunded *** *** $ I do not agree with her complaint We did everything to accommodate her and to make her happy We got her in asap with our lead stylist, to correct the problem and to fill her lashes full She was told that *** is a new stylist, but
she agreed to still let her do her lashes from the beginning She then went to South Park, I spoke to South Park and they did not tell her that we removed the lashes wrong It is a procedure of how we do this, we learned from corporate If we are keeping some lashes on, we CANNOT use remover, this would remove all lashes We have a technique for removing lashes that is very safe and doesn't damage the natural lash at all She is very wrong with her statement What I find really funny, *** *** called to book ANOTHER appt for a set of lashes with *** at my studio on October I refused to book her Thanks,*** ***Amazing Lash Arboretum

We cancelled this customer's (*** ***) account on June 30th, Her last membership dues were charged to her credit card on June 15, She used the balance of her prepaid services at the Amazing Lash Pflugerville location on June 18, 2016.She was never charged any
further by the Amazing Lash Arboretum location after June Therefore there is currently no balance in her account to refund Her cancellation request should have been processed more promptly We want to apologize for the inconvenience we caused her Due to health reasons our Studio Manager had to abruptly resign in early June and we had a few clients whose cancellations did not get processed in a timely manner We have since filled the Manager position and are processing these requests as normal.Please let us know if you require further information on this matter.Thank You,*** ***Amazing Lash Studio***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your time, and I am sorry it came to such a difficult process to get the cancellation processed
Regards,
*** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We received an email from *** *** on May stating that she would like to cancel her membership in response to a price point increase rolling out in all California Amazing lash Locations due to upcoming increases in employee wages, etcSeveral attempts were made to contact *** via phone and email from management to discuss her concern and review available optionsPer the membership agreement that *** *** signed , terms of cancellation are with a doctor's note stating she can no longer wear the lashes or if she moves (25) miles away from any Amazing Lash Studio location*** did not answer or return any of our attempts to contact her*** *** called via her bank on 7/1/The bank representative spoke with one of our front desk staff about removing a card from our system Our front desk staff informed the representative that she was unable to give out any information about guests so she would need to talk to the guest herself The bank was also unable to tell us who they were calling for *** then was conferenced onto the call so that our staff was able to look up her profile Our assistant manager then spoke with *** about cancelling her membership, I couldn't find her original email so asked her to send me a copy of the email Despite ***'s request being outside of the cancellation erms and *** not allowing us to discuss options with her, we did move forward with an exception and honored the cancellation as well as refunded the $that had been drafted on 6/15/17.The termination form and confirmation of refund was emailed to ***

Revdex.com The owner of Amazing Lash contacted me this evening, Wednesday, November 29, and agreed to refund my moneyI will let you know if and when I receive the moneyThank you.*** *** ***