Amazing Lash Studio

Hello, I am reaching out to provide the service history and invoice statements to support my previous response regarding the matter with *** ***Please see the attached documents that I have printed from her account with us and please view my notes on eachYou will find that this will back up all statements I made in my previous responseI have also spoken with the owner of my studio and he agrees that based on the monetary value of service credits already made, there will be no refund providedI have followed all systems put in place by my corporate support and training teamI have even given more than suggested to help turn things around for Mrs***I have now produced all transaction documents from services rendered within my studioPlease let me know if you require any further information. Thank you in advance!

My name is *** and I am the Director at Amazing Lash Studio in Chesterfield MOI am writing you in response to a customer complaint you received recently ID *** from *** *** was a member at our studio from 1/31/17-6/30/She came in monthly for her fills and according to her
stylists notes has had no issue with her lashesI am always made aware if a guest is having any kind of issue so that I can trouble shoot and assist in any way possibleI was never notified that there was a technical issue or concern about her natural lashesAmazing Lash Studio has protocols in place that protect the natural lashWe take the health and well being of our guest very seriouslyIf we compromise the integrity of the natural lashes we have nothing to apply our extensions to and we would go out of business very quicklyThat is not something we are willing to riskAnd if someone were to have questions or concerns regarding this I would want to know about itSome women just are not good candidates for eyelash extensionsIf their natural lashes are too short, thin, sparse or weak there isn't much we can doWe do sell a strengthening serum that I recommend to all of our guests because I have used it and swear by itI also read that *** was having issues scheduling an appointment with usWe are a growing business trying to keep up with our guests needsWe are constantly hiring and adding staff to accommodate our growing member baseScheduling last minute can be difficult at our studio which is why we tell every guest that pre- booking their appointments is extremely importantWe encourage every guest to book their next appointment at check outFinally ***'s membership termination was handled according to our corporate policy*** signed a membership agreement with us when she became a member on 1/31/She then signed her membership termination document on 5/24/Per our agreement which is also noted on the termination paper work "Note: All terminations must be accompanied by a day advanced written notice to the Amazing Lash Studio at which your membership originatedOnce terminated, your account will be charged one final time and have days from the last charge to use any of your remaining prepaid services." ***'s monthly payments were set to draft on the 14th of every monthTherefore had notice been given prior to or on 5/14/she would not have ended up with an additional charge in JunePer our agreement however based on the signed and dated form I have from *** she gave notice on 5/24/She was then charged her final payment of $on 6/14/*** claims that someone on my staff told her that she wouldn't be chargedShe could not provide me a name of who she spoke withI have no way of verifying claims made with out a nameI had mentioned to her on our call that I had recently replaced a few of my front desk staff for not following protocols (as I take them very seriously) and unfortunately she is choosing to use this information against meThe truth is the owner and myself pride ourselves in being easy to work with and truly do bend over backwards for our guestsWith out them we are nothing! I would have loved an opportunity to help trouble shoot with *** and figure out what was going on with her lashes long before she ever wanted to terminate her membership Had I been given that opportunity I doubt things would have escalated to this pointI do hope that this clears up any concernPlease reach out to me if you require any additional informationI can also provide copies of signed documents if necessary. Thank you in advance for your assistance with this matter.*** ***

To whom it may concern,My name is [redacted] and I am the Director of Amazing Lash Studio Chesterfield. I am reaching out in response to a recent complain you received about my studio. I am saddened to see that my attempts to turn things around for this guest did not work. I would like to explain the...

series of events as they happened. I am willing to provide evidence to back this information up as well. We 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 9/21/17 in which she received our introductory offer of a full set of eyelash extensions for only $79.99 ($250.00 value) She liked her lashes so much that she decided to become a member that same day.2nd visit was on 10/13/17 in which she received a fill. She used her included fill credit from her Oct membership payment3rd visit was 10/19/17 after she wrote a negative review about her service on 10/13/17. I contacted her immediately to attempt to rectify the situation. She called me back some time later and at that time she agreed to come in again. I placed her with our Master Stylist who is the highest level of technician we have. I also offered to cover the cost of the entire service as an olive branch. She excepted and came in. The only out of pocket expense she had that day was the $12.00 in gratuity she left her stylist. The total value I comped was $42.994th visit was 11/9/17 in which she received a fill. She used her included fill credit from her Nov membership payment5th visit was 12/21/17 in which she was scheduled for a fill and arrived late. Unfortunately she was requiring a full set which we did not have time on our schedule to accommodate. The senior stylist that she was scheduled with followed protocol and explained that additional cost necessary to get her approval before proceeding. Had she gotten [redacted]'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 late. This 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 do. Sadly [redacted] did not take it that way and became very irate. She refused to pay for a full set. She 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 studio. I explained that I did cover the cost of her 3rd service. I 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 better. Then all of the sudden on her 5th visit she says that she has never been happy with services at our studio. She 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 ever. I then explained that I have always made sure to put her with our senior stylists and then referred our Master Stylist as a last resort. She did not want to continue to see our Master Stylist because there is an additional charge for her services. I had respected her choice of course. In the end she told me she did not want to receive a service that day on 12/21/17  and that she also wanted to cancel her membership. At that time I had to explain our Cancellation Policy which states a cancellation within 24 hours of service will result in a 50% service charge. A no call no show will result in 100% service charge. Then I had to explain the membership cancellation which states that you must provided 30 days written notice to cancel. The cancellation document in her file must be signed and then the 30 days starts from the date of signature. The most she would be subject to pay would be 1 final month before termination based on the date she canceled. She signed this agreement along with her membership agreement on her first day with us. She got even more upset with me at this time. She proceeded to make a scene in my lobby in front of other guests and valued members. In 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 cancellation. That way I was preventing her from having to come out of pocket any further. She agreed, signed all the appropriate documents and then left. Since then she has blasted us on social media and now filed a complaint through you. Total cost of Services and fees waived by me was $131.00 I have a customer service satisfaction guarantee at my studio. I do not provide refunds as we are a service based studio. I do not refund on a service rendered. But I will do my best to assess the situation and come up with a solution on a case by case basis. Based 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 provided. I did everything within my scope as a Studio Director of a corporate franchise. I believe as she indicated in both this complaint and the one on social media that this was an attempt to reach our corporate headquarters. I don't think she understands that this is an individually owned and operated franchise and that all complaints come straight through us. However all of our guidelines, protocols, policies and procedures are mapped out by corporate. Thank you for your time!Please feel free to reach out to me with any additional questions. [redacted]

Complaint: [redacted]
I am rejecting this response because:Many reasons stand out that would cause me to reject this response from [redacted]. 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 studio. I do not provide refunds as we are a service based studio. I do not refund on a service rendered. But I will do my best to assess the situation and come up with a solution on a case by case basis. Based 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 provided. I did everything within my scope as a Studio Director of a corporate franchise. I believe as she indicated in both this complaint and the one on social media that this was an attempt to reach our corporate headquarters. I don't think she understands that this is an individually owned and operated franchise and that all complaints come straight through us. However 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 try. I’ve had lash extensions done before so I knew for the most part what to expect. When I originally visited, I set up a membership with them, $60 lash fills. I was pretty happy with how they turned out, & I even bought their starter kit with the wash, brush, gel, etc. a few times went by, & my lashes weren’t nearly what I wanted. Clusters would fall out right after the apt & days later when brushing through, I would find one lash glued to multiple of my real lashes. I’m not one to pick or pull either so I would leave them be. It was not a good look. It was getting frustrating & my fills were going up in price as well. I found it crazy I was paying extra when it wasn’t my lack of maintenance or care. Now I live near Wentzville so the drive is not exactly convenient. One day, 5 minutes BEFORE my apt, I get a phone call stating my lash tech called in with a bogus story & they need to reschedule. That is pretty frustrating. Last 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, IDK. But it was a mess. ? So after all that, & the not so satisfied service, I have decided to cancel my membership here & go somewhere different. Hopefully they’ll get experienced techs & improve their service! It was overall a nice location, what a waste. [redacted] reviewed Amazing Lash Studio — 1 starOctober 5, 2017 · ditionally, on her prom she arrived 15 minutes late due to accident, and was turned away. Their policy states "if late you get only the time left to your appointment". Since an appointment is an hour, she was due 45 minutes. Finally, after telling [redacted] she would NEVER be back, this woman did not explain or offer the paper necessary to stop the bank drafts. Once she noticed to $60 payment to Lash she called to find out she needed to sign paper. Okay, fine. We went to sign ONLY to find out there is 30 day delay. [redacted] ??So, bottom line ... grown [redacted] woman stole $180 from a teenager. Like I said, [redacted], manager of Amazing Lash is straight up THIEF. Rant over ??????????
Sincerely,
[redacted]