ComplaintsforCherry Lash Lounge

• Initial Complaint

  11/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to have lash extension and to be honest they have excellent services they are the best my problem happen in less then 24 hours I had a extremely allergic reaction I went to the cherry lashes lounge ask for help to remove it and they did and after they told me they will refund my money because it was severe allergic on less the 24 hours.. I was told they will contact me on the next 48 hours and they never contact me I called them and always on waiting but never had a answer or my money back I still have the pictures and the dr papers ..

  Business response

  06/15/2022

  Business Response /* (1000, 6, 2021/11/21) */ ************** had her first visit with Cherry Lash on August 23, 2021. At this time, our staff performed a consultation. A consultation is a complimentary service where a licensed beautician consults with the guest about their expectations for the service. The servicing artist then documented the following: "************** consultation. She want to do a length in center feather was interested in the make up set. Only tested lite. Got lashes a week ago from someone else. Had a reaction and just wanted to use the lite." 8.23.21 The guest acknowledged and willingly shared she had a previous reaction from a different salon. At this time our artist decided to use our sensitive adhesive for a patch test. A patch test is a service that applies product to a smaller area on our guests' lashes to ensure no reaction to the product will happen before booking the guest for a full set. We request waiting 48-72 hours before booking a full set to allow time for a reaction to happen, if there were to be one. ****** then booked a full set appointment on August 31, 2021 for September 3, 2021. The notes from the services she had performed below: ************** Makeup feather split C 10-11-13-11 Bt gel pads citrus LITE cleanser MISTER FAN Super sweet Tons of NL Morgan 9.3.21 Name: ************** Service: makeup feather new set ( did last 60 min) Supplies: Gel pads, green tape, blue slicone tape, Glue: velvet LITE Prime/ prep: citrus primer x2 Lash curl: C thick Lash size: 10mm-13mm-11mm Lash style: center doll eye Tools: mister, fan Notes: she is 3 years cancer in remission October 2 more years till Free, amazing lady n soo kind Sepia 9/3/2021 The following day, September 4, 2021 the guest came in for a removal of lashes. These are the notes from the service she had performed are below: Name: ************** Service: comp removal Supplies: Gel pads, green tape, blue slicone tape, Prime/ prep: foam cleanser, water, gel remover, Tools: mister, fan Notes: she Had a super severe reaction to the light adhesive, Eyes were super red and puffy, Swollen and they were definitely irritated they kept watering she needed to get them off so that way sure you go to the doctor. Sepia 9/4/2021 Our management team had no notification of ************** wanting to speak to a manager. We have weekly meetings regarding Operational issues where at this time ****** was not mentioned We have a team member forum documenting any guest concerns (in which management responds within 48 hours) in which ****** was not mentioned on We tracked all calls from ******s number and did not find any calls of her requesting a manager call back. ****** signed a consent form which we also have on file. As a company we believe that we have done our due diligence in educating ****** on her options, and took precautionary measures to ensure the most comfortable experience for her. Through this investigation we noted that an employee that is no longer employed at Cherry Lash, checked her out of her service on September 4, 2021. Because the check out is done in person, we do not have access to any communication regarding this check out, and if any communication was had that may not have been relayed. Solely based on good faith effort we will issue a full refund in the amount of $228.85 to ******. The refund has been processed as of 11/21/2021 and she should see this reflected in her bank account in 3-5 business days.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩