Luxi Lush

Complaint: ***
I am rejecting this response because: I feel like I did not get what she was advertising on her Facebook as a classic setI have photos of what she is advertising and what mine looked like after a dayMy mother did message her because she felt I was being taken advantage ofAnd when my mom saw what they looked like she told me that I needed to ask for a refundShe said noMy mother did not threaten anyoneShe was simply asking for a resolution and the lady would not respondThe lady she rents her space from even told her to give back the money that lady even said she would pay out of her own pocket to make this go awayAt no time did shower with the lashes he first day.
Sincerely,
*** ***

Good evening ***, I would like to apologize for the late response. I received the letter of complaint on 8/16/17. The suite # on the letter was not included and therefore I did not receive the letter in a timely mannerI called this morning and spoke with *** who corrected and
validated my business address and made notes on my accountI would have responded to this much earlier had I received the letter when it was initially delivered Official response to complaint against Luxi Lush: On July 8, I had an appointment with *** to apply a full set of classic lash extensionsA consultation was performed and client signed a consult to treat/policies formI applied the lashes, the client checked out and scheduled a follow up appointmentI was contacted on the evening of July 8th by the client via text asking if it was for "like 6" lashes to fall out. I responded that a amount of lashes was approximately 1-per day and that if she felt that she was losing more to let me know and I would see her to assess the issueClient responded to that message on July 10th asking if she could come in the following day. I scheduled an appointment for her on July 11th at 3pmOn July 11th, I replaced any missing lashes at no charge. We went over care instructions again as client stated that she had taken a shower the same day as the lash application but that she "waited a long time". The aftercare instructions clearly state to not get lashes wet for the first hours as getting wet too soon could affect retention. We also discussed growth/shedding cycles, and several other factors that can affect the wear of the lash extensions On July 12th I received a text message from the client stating that she was going to cancel her appointment on the 25th for the reason of "I think eyelashes aren't for me". I responded to the message stating that I understood and that if she changed her mind or needed any other beauty/skin care services I hoped that she would think of meOn the evening of July 12th I received another message from the client asking if it would be possible to get a refund of $150. I responded to the message stating that I was sorry that the lash extensions weren't meeting her expectations. I also explained that I in fact did the initial application, used supplies, blocked time on my schedule and did a free service. I also explained that refunds were not something that I offered. I did offer options of other services in lieu of the extensions (lash tint, facial, waxing). There was no response from the client to this message. There is no record of any phone calls from her numberOn July 14th I received a text message from a number that was not in my address bookThis person claimed to be the mother of the client. This person over the course of two days sent many messages and each one became more and more aggressive and threating. I did not respond to these text messages as I could not be certain who they were coming from and it is my practice to only deal with the clients directly. I feel that I provided the service that was paid for (applying individual lash extensions) that the client left happy and even left a tip and scheduled a follow up appointment. When the client expressed concern I provided a free service and continued education. When the client stated she did not think lash extensions were for her, it did not strike me as unusual as they are not for everyoneI also offered other services at no charge to the client to try and resolve the issue If you have any further questions, please do not hesitate to email or call me Best regards, Kym Luxi Lush (253)792-

The initial complaint seemed to be in regards to the amount of time the lash extensions were attached It appears that now it has changed to how they looked in comparison to a photo on social mediaLash extensions can look quite different on each person as each person has a different amount of natural lashes (I.eSomeone with more natural lashes would look different with classic lash extensions than that of someone who had fewer natural lashes) The owner of the salon I lease space from has no obligation to supply the refund that the client is requestingI am an independent business owner. I again would like to state that I performed the service that was paid for (application of classic lash extensions), I performed a free service when the client expressed a concernI provided additional education in regard to home careI also offered other services in lieu of lash extensions when the client stated she did not think lashes were for her.I have all communications from the client (to validate reasons for her cancellation, etc) as well as the messages from the number that states they were the clients mother My electronic scheduling system tracks appointment dates/times to show that I worked with the client in a timely manner