Hi Guys
Sorry peeps - this is a really long one!!
I feel gutted and upset, this client has been coming to me for a year, having various treatments ranging from microdermabrasion, waxing, tinting and last month wanted to try Eyelash Extensions, had seen photos of my neice who had a glam set of C curl. My client is in the business being a hair & make up doing mostly weddings and was going to recommend me to her brides and has recently encouraged me to advertise in a bridal mag and specialise in EE. Anyway did a full set, even showed her the lengths when I had set the bones as they were quite long (7,9,11 & 13mm) which she said were right. Must say she didnt want to take her lenses out for the procedure as she said she uses a hydrating liquid with them and was worried they would affect the lashes trying to put them back in and was happy to proceed with the lenses in At the end she commented they were long but felt lovely and light and off she went.
That night, she rang to say they were fab but touching her glasses and could she trim them, I advised she didnt because she would have to be really precise in order for them not to look odd and if she cut too much off they would look stumpy so she agreed that she wouldn't touch them and I said at her infill which we had booked for 12 days later (8th march) as she was going on holiday, we would start putting in shorter ones.
I got an email on 6th March saying she was going to have to cancel a had a problem with left eye and contact lense. going to opticians the next day for check up but they think something is stuck to the lense and scratched her eye but added "The lashes are holding up pretty well and I still don't need mascara. A few have come out now but over all, not too bad."
I emailed back and said I was sorry to hear she was having problems, couldnt see that anything could get in her eye during the process as her eyes were closed the whole time and nothing was apparent immediately but to keep me informed.
I then emailed her last night asking how she was and how she had got on and got the following reply:
" Hi Hun.
To be honest - not good and I wasn't going to email you but tell you all about it on the 22nd. But, top and bottom of it is this.
A fleck of dried glue (it didn't happen whilst they were being put on - she doesn't think or my eye would of flared up straight away) got behind my lense, scratched my eye, stuck to the lense and the old eye got a nasty. I had to take the lashes off after the first appointment. She rolled back my eye lid to have a look at it underneath - it was horrible and said that at the base of my lashes it was "clumpy" and this is probably what has flaked off and got behind the lense. So for the second and full consolation - she gave my eye a good MOT - but the lashes needed to come off completely. I did have a look at the base of them but pulling my lashes up and she was right - in the left hand corner especially, the glue was a bit thick. So, it only has to be a tiny wee bit to cause an problem.
I can't wear my lenses at the moment because I have to get this infection cleared up, plus I have had to buy a new lense any way.
I think the thing that has upset me the most is that the lashes have ruined my own lashes. Heather I have none and I mean none left. I took them off using Take the Day Off by Clinique - it's a great product. An oil in water that you shake up and then put on with cotton wool pads. Soaked them off but the lashes have taken my own lashes with them and my lashes are non existent. Terrible.
So, a bit cheesed off, in general. I paid *** for the lashes, £** for the glaze (I have the first one in my bag and will give it back to you on the 22nd), eye appointment £** and a new lense for £**, Plus - I haven't got any lashes! And I only had them on for a week. They look so nice too....................
Not a happy bunny really - but what can I do? I imagine that I if contacted lash perfect they wouldn't do anything about it. It's just one of those things.
So, that's it hun. I am on going on holiday in the early hours of tonight. Just going to forget about it and hope a bit of sun shine will make my lashes grow!
Hope you are well and things are good with you.
See you when I get back
I was shocked and upset, she is a lovely lady, definately has her own mind on what she likes and doesnt like but has been coming to me for over a year and was going to put work from brides my way and I hate the fact that she has had this problem but not sure what I can do about it. I contact Lash Perfect who I am trained with and they agreed with everything I have replied to her which is below:-
"So sorry to hear about all the problems you have been having, I feel so upset about it, so can't begin to imagine how you are feeling.
I have read your email several times so I could give you my honest and best advice/opinion on what has happened and I have also contacted Lash Perfect who has confirmed what I am saying is correct.
I am in agreement with the opticians view that any products on the eye would flare up immediately, although if you remember, I did request that you remove your lenses for application which you were not happy to do and in all honesty your eyes were closed for the whole process so it is very unlikely that anything could enter the eye.
There has to be a certain amount of adhesive close to the base of the lash line in order for the lash extensions to adhere to the natural lash, in particularly with the C Curl lashes you requested as there is less natural lash line available to work with. However, I am not in sure about them being "clumpy" as the lash extension is wiped before placement and swiped again after to remove any excess and also if there was alot of excess this would have caused your lashes to slightly stick to the eye gel pads placed underneath which of course they didn't, so I am not sure what you consider as "clumps" are whats required when lashing to help the lashes adhere sufficiently.
As I explained to you and what is said the the Aftercare Leaflet given to you before you left, the following is what I have issues with:-
1. Adhesive sets within 24 hours, once set it will not turn soft or to liquid form of any kind again, therefore it could not have stuck to your lense or eye, if any had got into your eyes in the following days, it would have felt like a small peice of sand which would easily come out when you remove the lense and flush the eye & lense. For this reason I would like if possible to speak to your optician as I feel she has given you the wrong information and is not completely understanding the "make up" of lash extensions and process.
2. Removal of your lashes as stated in the Aftercare Leaflet should have been done by me using the correct procedure which is a gel base solution which when placed on the lashes and left to soak in for a few minutes enables the extensions to glide away from the natural lash leaving no damage. Mearly using an oil based product is not enough to take out the lashes, using these products daily would eventually break down the bonds on the extensions causing premature loss but using it too take out an almost full set of lashes, it is quite possible that more force than suitable was required which have caused your own lashes to come out.
I hate the fact that you are so unhappy, I am purchasing some Lash Science which is being sent direct to your home address and although will not arrive in time for your holiday, will help to heal your natural lashes and encourage new growth and we can discuss further when I see you on the 22nd.
The person I spoke to at Lash Perfect is Natalie and she said she is more than happy to talk to you about the above and you can contact her on 0208 500 9028 or email [email protected]"
So so sorry its such a long one guys but Im just so upset for her, she is a great girl and very good client and dont want to ruin our relationship. This is the first complaint I have ever had and my lash clients in particularly have great returns on my lashes and all say how natural and light they feel which is why I decided to push the bridal route, if I get a call now (the mag went live saturday) I dont know what I'll do.
Do you all agree with the above, is there anything else you would recommend I do??
Any advice welcome
Heather xx
Sorry peeps - this is a really long one!!
I feel gutted and upset, this client has been coming to me for a year, having various treatments ranging from microdermabrasion, waxing, tinting and last month wanted to try Eyelash Extensions, had seen photos of my neice who had a glam set of C curl. My client is in the business being a hair & make up doing mostly weddings and was going to recommend me to her brides and has recently encouraged me to advertise in a bridal mag and specialise in EE. Anyway did a full set, even showed her the lengths when I had set the bones as they were quite long (7,9,11 & 13mm) which she said were right. Must say she didnt want to take her lenses out for the procedure as she said she uses a hydrating liquid with them and was worried they would affect the lashes trying to put them back in and was happy to proceed with the lenses in At the end she commented they were long but felt lovely and light and off she went.
That night, she rang to say they were fab but touching her glasses and could she trim them, I advised she didnt because she would have to be really precise in order for them not to look odd and if she cut too much off they would look stumpy so she agreed that she wouldn't touch them and I said at her infill which we had booked for 12 days later (8th march) as she was going on holiday, we would start putting in shorter ones.
I got an email on 6th March saying she was going to have to cancel a had a problem with left eye and contact lense. going to opticians the next day for check up but they think something is stuck to the lense and scratched her eye but added "The lashes are holding up pretty well and I still don't need mascara. A few have come out now but over all, not too bad."
I emailed back and said I was sorry to hear she was having problems, couldnt see that anything could get in her eye during the process as her eyes were closed the whole time and nothing was apparent immediately but to keep me informed.
I then emailed her last night asking how she was and how she had got on and got the following reply:
" Hi Hun.
To be honest - not good and I wasn't going to email you but tell you all about it on the 22nd. But, top and bottom of it is this.
A fleck of dried glue (it didn't happen whilst they were being put on - she doesn't think or my eye would of flared up straight away) got behind my lense, scratched my eye, stuck to the lense and the old eye got a nasty. I had to take the lashes off after the first appointment. She rolled back my eye lid to have a look at it underneath - it was horrible and said that at the base of my lashes it was "clumpy" and this is probably what has flaked off and got behind the lense. So for the second and full consolation - she gave my eye a good MOT - but the lashes needed to come off completely. I did have a look at the base of them but pulling my lashes up and she was right - in the left hand corner especially, the glue was a bit thick. So, it only has to be a tiny wee bit to cause an problem.
I can't wear my lenses at the moment because I have to get this infection cleared up, plus I have had to buy a new lense any way.
I think the thing that has upset me the most is that the lashes have ruined my own lashes. Heather I have none and I mean none left. I took them off using Take the Day Off by Clinique - it's a great product. An oil in water that you shake up and then put on with cotton wool pads. Soaked them off but the lashes have taken my own lashes with them and my lashes are non existent. Terrible.
So, a bit cheesed off, in general. I paid *** for the lashes, £** for the glaze (I have the first one in my bag and will give it back to you on the 22nd), eye appointment £** and a new lense for £**, Plus - I haven't got any lashes! And I only had them on for a week. They look so nice too....................
Not a happy bunny really - but what can I do? I imagine that I if contacted lash perfect they wouldn't do anything about it. It's just one of those things.
So, that's it hun. I am on going on holiday in the early hours of tonight. Just going to forget about it and hope a bit of sun shine will make my lashes grow!
Hope you are well and things are good with you.
See you when I get back
I was shocked and upset, she is a lovely lady, definately has her own mind on what she likes and doesnt like but has been coming to me for over a year and was going to put work from brides my way and I hate the fact that she has had this problem but not sure what I can do about it. I contact Lash Perfect who I am trained with and they agreed with everything I have replied to her which is below:-
"So sorry to hear about all the problems you have been having, I feel so upset about it, so can't begin to imagine how you are feeling.
I have read your email several times so I could give you my honest and best advice/opinion on what has happened and I have also contacted Lash Perfect who has confirmed what I am saying is correct.
I am in agreement with the opticians view that any products on the eye would flare up immediately, although if you remember, I did request that you remove your lenses for application which you were not happy to do and in all honesty your eyes were closed for the whole process so it is very unlikely that anything could enter the eye.
There has to be a certain amount of adhesive close to the base of the lash line in order for the lash extensions to adhere to the natural lash, in particularly with the C Curl lashes you requested as there is less natural lash line available to work with. However, I am not in sure about them being "clumpy" as the lash extension is wiped before placement and swiped again after to remove any excess and also if there was alot of excess this would have caused your lashes to slightly stick to the eye gel pads placed underneath which of course they didn't, so I am not sure what you consider as "clumps" are whats required when lashing to help the lashes adhere sufficiently.
As I explained to you and what is said the the Aftercare Leaflet given to you before you left, the following is what I have issues with:-
1. Adhesive sets within 24 hours, once set it will not turn soft or to liquid form of any kind again, therefore it could not have stuck to your lense or eye, if any had got into your eyes in the following days, it would have felt like a small peice of sand which would easily come out when you remove the lense and flush the eye & lense. For this reason I would like if possible to speak to your optician as I feel she has given you the wrong information and is not completely understanding the "make up" of lash extensions and process.
2. Removal of your lashes as stated in the Aftercare Leaflet should have been done by me using the correct procedure which is a gel base solution which when placed on the lashes and left to soak in for a few minutes enables the extensions to glide away from the natural lash leaving no damage. Mearly using an oil based product is not enough to take out the lashes, using these products daily would eventually break down the bonds on the extensions causing premature loss but using it too take out an almost full set of lashes, it is quite possible that more force than suitable was required which have caused your own lashes to come out.
I hate the fact that you are so unhappy, I am purchasing some Lash Science which is being sent direct to your home address and although will not arrive in time for your holiday, will help to heal your natural lashes and encourage new growth and we can discuss further when I see you on the 22nd.
The person I spoke to at Lash Perfect is Natalie and she said she is more than happy to talk to you about the above and you can contact her on 0208 500 9028 or email [email protected]"
So so sorry its such a long one guys but Im just so upset for her, she is a great girl and very good client and dont want to ruin our relationship. This is the first complaint I have ever had and my lash clients in particularly have great returns on my lashes and all say how natural and light they feel which is why I decided to push the bridal route, if I get a call now (the mag went live saturday) I dont know what I'll do.
Do you all agree with the above, is there anything else you would recommend I do??
Any advice welcome
Heather xx
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