ComplaintsforLuna Beauty

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct 4th I got my eyelash extensions done by Catherine -towards the end I complained about my left eye being in pain - so she got the owner ivanny which she came to inspect placed eye drops in my eye... stated my eye wasn't red (due to the eyedrops) and sent me on my way. She stated to reach out if I still had issues. Woke up today to two blood shot eyes with chemical burns and first called then started texting with ivanny the owner. She offered a refund but only if I Removed my 1 start google Review which I stated I would edit if she did. She then retracted her statement then proceeded to say she didn't understand and my eyes weren't red yesterday... but she did admit to using eye drops. She is now fighting with me instead of offering any advice or guidance.

  Business response

  01/25/2024

  On October 4th of 2023 we had this new costumer coming in for a lash extensions service. She mentioned that the reason she wanted this service is because the next day she was going on a trip with her friends to *** ***** and was going to a pool party. On October 5 at 3:45 pm she sent a message saying that she had an irritation in her eyes and asked if she could go into the pool to swim. I responded at 3:51pm concerned about the irritation and immediately instructed her not to swim in the pool as the chlorine could make the irritation worse. I also offered her a 100% refund for the service and also offered to remove her eyelashes for free. I did not fight with her about it as she stated In the review. This client left a bad review before reaching out to me about her concerns. 
  
  When the client reached out she was rude and immediately said that she was going to sue me because she got a chemical irritation from the lash service we performed, when in reality this is very common in the lash industry. Clients are aware that irritations may occur if they don't close their eyes all the way during the application, this kind of irritations occurs from the lash adhesive fumes and it usually goes away with in 48 hours. I responded her 1 star review on google and refunded 100% of the service including the tip she left. 
  
  I contacted her on October 7th asking how her eye was feeling and if there was anything I could help her with. I sent her a screenshot of her refund and also apologized sincerely on behalf of the Luna Beauty team. I recommended her to go to an eye doctor and follow professional instructions. 
  
  I did everything on my end to solve this issue, unfortunately this client was not please by everything I did to make things right. 
  

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