Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/31/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an appointment on 1/18 for a lash lift at the ********** location with no preference for an artist. Both my confirmation email and text state no preference and that my total would be $89.99. I waited over 20 minutes to be sat. I asked one of the artists that was closest to the door if someone would be seeing me soon and she said very rudely "She'll be with you in a second". Eventually, someone came for me and I explained to her that my lashes are extremely curly and I would like them to be straightened out with the lash lift. I am very aware this is possible as I went to another Deka Lash location only 2 miles away and the artist I went to did a great job. While I was sitting there with the solution on my lashes, the artist, *********, rudely and inappropriately talked on the phone to someone telling them "Make sure you clean the fridge, be ready by 2:30, we're going to a baby shower" and other things. She cleans off my lashes and doesn't even hand me a mirror to see what they look like. I spent the next few hours running errands and when I finally get a chance to look at lashes they were MORE CURLY than when I came in initially. She quite literally did the opposite of what I asked for. I check my email and see that I was charged $7.99 for a master lash artist fee and my total was $97.98. I called the customer service line and the agent told me everyone in the student is a master lash artist and that's why I was charged the fee. If I wanted to make sure I don't charged then I should call the customer service number before booking. She told me the studio would not refund me for the master lash artist fee. I asked if I could speak to the studio manager directly and she said I would get a call. Today, 1/22, I call customer service again and was told the studio refuses to speak to me, I would not get a refund, and I cannot get any proof of my profile showing the studio manager said this. I paid $100 to look ridiculous and can't get refunded for their poor work.

  Business Response

  Date: 01/31/2025

  Hi Zaria,
  
  We at Deka Lash value every customers feedback. It saddens us to have learned that you didnt have the best experience. First, we have spoken to the artists and will be conducting a refresh on customer service and reminding all of our artists that private phone conversations must be taken in the back or during their personal time. Second, we want to make a wrong a right. Please let us know your earliest availability to come to the studio so we can replace your current lashes with a straighter lash that you would be thrilled with. We will have our most senior artist at your appointment to ensure your lashes are done correctly and to the style of your liking. We look forward to welcoming you back to the studio.
  
  

• Initial Complaint

  Date:04/22/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  ******************************************

  Customer Answer

  Date: 04/22/2024

  I called Deka Lash on April 11th to cancel my membership. My monthly membership fee had previously been deducted from my account on the 5th of the same month. I explained to them that I would be canceling my membership, and was not interested in putting the account on freeze, as they suggested. The website states that there is no annual contract and that the membership agreement is not tied to any timeframe. The website also states that memberships can be canceled at any time after your second billing period. They advised that the credits I had accrued would be available for a certain time period going forward. I did advise I wasn't interested in using them and requested a refund for the membership. At that time, they did not advise me of any rules against that or refer me to any paperwork or website, simply told me they would check with management and call me back. I received a call back that same day stating that the employee had spoken with the Mgr and they had declined my refund. I pre paid for services that I did not use and after being a customer for well over a year, I would appreciate a refund for the services/product that I have not used.

• Initial Complaint

  Date:02/01/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was hired at Deka Lash on January 18th and began training. The whole hire process was unprofessional and unethical. I was not ask for any identification, nor for my license, no bank information it was real sketchy. It was to the point where I had to ask her to clock me in . After asking, I was able to clock in and out, but the owner ********** refused to pay me once I asked for my payment for the training that I have already did. She text me back this isnt going to work out and good luck I even took a whole week off from work for training for this company. The training felt very rushed, and not properly trained. Even when I had my model, I was asked to hurry up after two hours. I work ****pm and ****pm with no break. At this point, the money is not the issue, but you do not treat human beings like this, i have bills as well! I am worried for the future of this company at this is who are the owners and franchise. I do plan on reporting this to the business bureau. This is only to save the next person from this horrible experience. I will be attaching screenshots of the whole ideal.