BeautyBoutique5
Member
Hi all
Any advice welcome I have a customer who had their marvel lash extensions just under two weeks ago. They've had a patch test previously no reaction.
The following week over 3 days later they are saying they had a reaction. I tried calling them and it always went to voicemail. They've tried to make out I used cheap glue and products. I use what I'm trained in marvel lash - nothing else. I explained I was sorry if they feel they had a reaction and felt that the product was to blame however they'd had a patch test in front of two other staff members and also came in the following day to someone else for a hair treatment showing everyone how great the lashes were. I got a message after voicemails back and forth saying that they were ok now and that was the main thing and not to worry. 5 days later I got a call on a Sunday and then a message after 10pm at night asking for a refund. This was on my personal number they were given as an emergency and been told to use the salon number to contact me not this mobile number as its not a business number. Anyway they haven't even paid for the service she's missed 3 previous appointments totalling over £300 of treatments so paid a tiny sum to cover the missed appointments in January - as a goodwill gesture and stating there is no liability on our part they were given a goodwill gesture back which they believe was what they paid for the lashes they hasn't paid anything as they'd already made the goodwill gesture in jan for missed appointments this covered it - me being kind and adjustable not charging them again.
I received an abusive text back stating they won't come in the salon after their final appointment with another staff member. They came in for their final appointment, no mention of what's occurred. As soon as they left the salon they have then called my personal number left an abusive message stating they feel sorry for my family
friends, they are disgusted, god help my partner, they will tell everyone not to go near me, I'm a horrible person.
I haven't replied to this I've then received another written message which actually doesn't make literate sense stating I will be receiving a bill for tests that will be done on the old glue and lashes they had removed by her apparent hospital visit. Without having tests they are already claiming they have proof it's my product - marvel lash product not mine, I don't have a chemical laboratory where I create products so not sure why they keep referring to MY products. Also i do lashes all the time never have problems with these products. Marvel Lash have confirmed it would be impossible for them to have a reaction days later. I've dealt with it in terms of apologies etc. however the personal abuse and slander is another new one on me. In 7 years of business and never had one complaint. Anyone experienced anything like this before?
Any advice welcome I have a customer who had their marvel lash extensions just under two weeks ago. They've had a patch test previously no reaction.
The following week over 3 days later they are saying they had a reaction. I tried calling them and it always went to voicemail. They've tried to make out I used cheap glue and products. I use what I'm trained in marvel lash - nothing else. I explained I was sorry if they feel they had a reaction and felt that the product was to blame however they'd had a patch test in front of two other staff members and also came in the following day to someone else for a hair treatment showing everyone how great the lashes were. I got a message after voicemails back and forth saying that they were ok now and that was the main thing and not to worry. 5 days later I got a call on a Sunday and then a message after 10pm at night asking for a refund. This was on my personal number they were given as an emergency and been told to use the salon number to contact me not this mobile number as its not a business number. Anyway they haven't even paid for the service she's missed 3 previous appointments totalling over £300 of treatments so paid a tiny sum to cover the missed appointments in January - as a goodwill gesture and stating there is no liability on our part they were given a goodwill gesture back which they believe was what they paid for the lashes they hasn't paid anything as they'd already made the goodwill gesture in jan for missed appointments this covered it - me being kind and adjustable not charging them again.
I received an abusive text back stating they won't come in the salon after their final appointment with another staff member. They came in for their final appointment, no mention of what's occurred. As soon as they left the salon they have then called my personal number left an abusive message stating they feel sorry for my family
friends, they are disgusted, god help my partner, they will tell everyone not to go near me, I'm a horrible person.
I haven't replied to this I've then received another written message which actually doesn't make literate sense stating I will be receiving a bill for tests that will be done on the old glue and lashes they had removed by her apparent hospital visit. Without having tests they are already claiming they have proof it's my product - marvel lash product not mine, I don't have a chemical laboratory where I create products so not sure why they keep referring to MY products. Also i do lashes all the time never have problems with these products. Marvel Lash have confirmed it would be impossible for them to have a reaction days later. I've dealt with it in terms of apologies etc. however the personal abuse and slander is another new one on me. In 7 years of business and never had one complaint. Anyone experienced anything like this before?
