Beauty by Belle

Initial Business Response /* (1000, 9, 2015/06/17) */
***corresponding documents attached
"Beauty by Belle" and Morell, LLC have been licensed and operating since August During that time we and our staff have provided hundreds of eyelash clients with satisfactory eyelash extensions
As manager/licensee I oversee all training and supervise all the services we offerI ensure that all industry standards are met or exceeded, including those related to the services we provide and the equipment and products we useAlthough I was not directly involved in the services provided to Ms***, I can address the quality of work performed by Stephanie *** generally, as well as the administrative activity surrounding Ms***'s situation
We had over units sold on Groupon all with positive reviewsMany of those clients come to us for eyelash fills on a regular basisMs*** has been our eyelash technician for the past year, without any complaints or issuesAll new eyelash extensions clients, including Ms***, are provided a description of the risks involved in the service, and are required to sign an acknowledgement and a consent form
Ms*** first came in as a Groupon client on March 31, and received her first full set of eyelash extensionsShe had four other appointments with us after that, including a lash tint on April 2, and lash fills on April 3, 20, and After every fill I was at the front counter, where I would observe our work productAt no time did I notice anything unusual or visually objectionableEach time I asked how Ms*** liked her eyelashes and each time she has positive responsesContrary to the complaint she has made now, for the first month after her extensions were applied she seemed extremely pleased
When we returned to the office on May we had a message from Ms*** regarding her eyelashes so we called her immediately(Ms*** describes other calls or messages; although we don't typically keep records of incoming or outgoing calls, we have no recollection of any calls other than those described here.) She was upset so we suggested that she come in so we could remove any remaining lashes or any adhesive that may be left on her natural eyelashes - at no cost to herBecause lashes renew every days or so, we also offered to put a few eyelashes on until her real eyelashes grew back out, also at no additional chargeWe also recommended a mascara that helps with the regrowth of eyelashesShe declined all of our suggestions and proposals
Ms*** suggests that her eyelash-loss was due to excessive glue, or glue set too close to the eyelidAlthough there is no specific training, nor an industry standard for eyelash service, it is widely known that eyelash loss can occur following application of extensionsThe customer may have a latent condition making the lash susceptible to shedding , or the natural lash may be too weak to support the extensionsWe can't know those factors in advance, however, which is why we provide disclosuresIn our experience, though, usually the cause is excessive agitation or pulling after the extensions are applied - even if the client wasn't aware she was doing it, whether for inattention or during sleep
We spoke with Ms*** by phone again later that same day; however she became abusive and vulgar to the point that the conversation was pointless, so we ended the conversationLater that day we received multiple irrationally negative Facebook comments, messages and reviews directed at the salon and Ms***In addition we received phone calls from other local stylists indicating that they had been contacted by someone who disparaged our salon and our eyelash technician
I note that Ms*** now demands reimbursement for several eyelash related products and future extension services, plus $2,for "pain and suffering"However if her eyelashes were not receptive to the first extensions, we would not recommend trying it again - particularly if it caused "pain and suffering"Because neither our services nor our products were defective, and because the cause of eyelash loss is speculative at best and in any event beyond our control, all of which was disclosed and accepted by Ms*** in advance, it would not be our intent to compensate her in that arbitrary amount for vaguely described pain or suffering more than a month after the extensions were applied
We regret that one of our clients was displeased with the product/service she purchased and as always, it is our goal to have happy customers and to do what is reasonably necessary to keep them that wayHowever in this case it seems Ms*** ignored the known risks, and was simply shocked and upset that her eyelashes did not ultimately respond well to extensions, and her response was not to work with us to minimize the impact, but rather to intimidate, disparage and pursue a financial gain