ComplaintsforBeauty & Nails

• Initial Complaint

  26/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 13,2024 I went to the salon to get my eyelashes nails and eyebrows done. When I was finished the lady told me she put wax on part of my eyebrow that shouldn’t be waxed. I told her I **** ** ******** ******* *** cannot go outside with wax on my eyebrows. She asked when I was off and I told her I cannot wait till then to have it removed. She didn’t have wax removal in the store. When I got home I took a nap and woke up with pink eye. I scratched my stomach and my nails popped off. They did my nails while I was doing my eye lashes so my eyes were closed and I didn’t know what they were doing. I spent $277 for nothing and they could have at least offered me a refund. The next day I found someone to take off the lashes and they said the glue they used was not lash glue because the lashes should just fall off when you apply remover.

  Business response

  10/02/2024

  1. Eyebrow Waxing:
  After an eyebrow waxing session, there may be a minimal amount of wax residue remaining, which can be easily removed during a shower using regular cosmetic cleansers or cooking oils. It's important to emphasize that we have documented evidence post-waxing, clearly showing the absence of any issues. We have immediate post-service photographs available, which can serve as evidence if needed. These pictures can be submitted to offer further clarity, ensuring transparency and addressing any concerns promptly.
  
  2. Eyelash Extension:
  In the case of eyelash extensions, a certified beauty supply professional glue is utilized to minimize the risk of allergies in our salon. It's important to note that while the vast majority of clients do not experience issues, a very small number may encounter itchiness or pink eyes due to allergies. Some customers who does not get used to the lash extensions yet could treat them wrongly as well, for example, rubbing her eyes unconsciously. The salon places a high priority on customer care and promptly addresses any post-service concerns that may arise.
  
  3. Nail Extension:
  Nail extensions were applied correctly, but it's acknowledged that sometimes, oily nails or some activities may affect the adhesion of fake nails. The salon promptly addresses any complaints and offers immediate service to rectify issues, ensuring customer satisfaction.
  
  4. Handling Customer Complaints:
  Unfortunately, an ********* ******** ****** review was posted without prior contact with the salon. ******* *** ******* ********** ** ******* *** ****** ** ********** ** ********* *** ******** *** ****** ** ****** **** ***** *** ********* ** ******** ****** ** ************* ******** ******* **** *** **** ** ***** ** *** ****** ** *********** **** ****
  In response to the initial ****** review, a courteous and understanding message was sent: "We're truly sorry to hear about your recent experience, and we want to make things right. To ensure we address your concerns promptly, we kindly invite you to book an appointment with us. Please give us a call, and our team will assist you in scheduling your visit. Your feedback is important to us, and we're committed to providing you with the service you deserve. Thank you for bringing this to our attention, and we look forward to the opportunity to make amends."
  ******* ********* **** ******** ** ** ************* **** *** ******** *** ****** ** ********* *** ******* ******* *** *********** **** ******* **** ** ************** ** *** ******** ********* ** ******* *** *********

  Customer response

  13/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: *** ******** **** **** **** ***** ** ******* *** ***** *** **** **** They have not offered a credit of any sort. **** *** ** *** *** ***** ** ** *** ******** ******* ** ************* ***** ***** ****** The lady put a bunch of wax on part of my eyebrow that should have no wax and left me with a part of missing eye brow and told me to clean back later in the week because she had no wax remover and had to order it. * **** **** ***** ********* *** **** ** *** *** ***** **** ****** **** *** **** ***** ***** *** ******* ******** *** ********** **** **** *** **** *** ** ********* *** ***** *** *** ****** **** ****** ** ***** *** ********* *** **** ******** **** ************** 
  
  Sincerely,
  
  ******* ****

  Business response

  24/02/2024

  We regret to inform you that we are unable to process a refund at this time. This decision is based on the ******** reports you have already submitted to organizations such as ******, the City of Toronto, and the Better Business Bureau (BBB).
  
  To demonstrate that there were no issues with the service provided, we would like to offer photographic evidence. We are willing to provide pictures taken after the service, which confirm the quality and completeness of our work.

  Customer response

  26/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Before I sent in the complaint to the BBB and the City no one tried to offer me a refund. *** *** ** ** ******* *** ******* *** *** *** * **** *** ***** ********** ** **** ******** *** **** *** **** ****** **** *** ********* ** **** ******* **** ***** *** ***** ****** ***** ******** *** ******* * **** **** ** ** ******* ** **** ******** ***** **** ******** ******* *** ***** ** ***** ** *** **** ***** ****** *** ***** *** ***** ** ***** ******* ** **** *** ****** *** ***** *** **** *** *** ***** ** ** ***** ***** * *** ******* ** ******* ****** *** ******* **** 
  Sincerely,
  
  ******* ****

  Business response

  11/03/2024

  1. It's important to address the sequence of events accurately. You initiated this situation by leaving a ****** ******** ****** review. In response, we reached out to you with a commitment to resolving your concerns and requested further communication. Despite our attempts to contact you by phone also, you declined to engage in dialogue.
  ** ************* ** **** ***** ***** ** **** ******** ** ******** *** ****** ** ****** ********** **** *** ******* **** *********** *** *** ****** ******** ****** ****** ***** ******* **** ************* ********* *** ******** ***********
  3. Despite the challenges, we made every effort to address your concerns and find a resolution. **** ************* **** *** ******* ******* ** ******* *** ********* **** *** *************

  Customer response

  17/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: *** ******** ***** ****** **** ***** ** ******* *** ***** *** **** ***** **** I was never offered compensation or a refund 
  
  Sincerely,
  
  ******* ****

*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. ↩