Ryans Family Steakhouse Resturant

Guest made an appointment to receive eyelash extensions and came in for the service and received the service leaving very satisfiedThe guest called back to let us know that a few of the eyelash extensions had come off, which could be the result when having them done for the first timeThe
esthetician promptly came in on her off time to accommodate the guests' schedule and repair the extensions that had come offThe guest again left very satisfied stating her excitement for a second time at time of checkout, however she was not charged for the second visit where the esthetician removed all of the eyelash extensions on that eye and reapplied new onesThe guest then called about 20-minutes after she had left the salon/spa to let us know that more eyelash extensions were falling off and getting stuck in her bottom lashesThe manager spoke with the guest and told her she would be getting in touch with the esthetician to help figure out what the cause may be and how to move forwardThe guest was immediately dissatisfied with manager's initial attempt to have her come in to repair those lashes and got hostile over the phone before knowing the next stepsManager was very concerned and wanting to help the guest but needed to reach out to the esthetician first to discuss the serviceGuest refused to come back into the salon/spa because it was too far of a drive and demanded a refund at that pointWith our policy, we do not give refunds but will redo the service complimentaryAfter explaining this to the guest she then stated that was a ridiculous expectation from the salon/spa and that her eyes were even irritated and she would not agree to come in to have them removed or replacedAfter several attempts to reconcile the issue with the guest, the manager then pushed up the issue to the ownerThe owner then spoke with the guest and upon the information that the guest delivered to the owner, the owner questioned why the guest wanted the eyelash extensions reapplied rather than removed with an understanding that her eyes were irritatedThe guest stated that she would be posting negative reviews all over social media and was very challenging to speak toEach staff member that had to have a conversation with this guest was left feeling threatened by her tone and actions she was willing to takeShe did submit photos to the manager to help the manager see the issue she was dealing withThere were clearly eyelash extensions that had seemed to fall off but all other lashes were still intactThere was so obvious irritation as the guest had describedWith several attempts to accommodate the guest reasonably, she became very upset did not want to agree to what we had offered although we were very willing to helpPlease let us know if you have any further questions or requested information. Thank you