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:09/08/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Hello, I am filing a complaint in regards to my skin health. I had a needle procedure done by **** **** on June 6, 2022 to remove ************************ discoloration. My skin became red, irritated, itchy, and inflamed soon after, which I assumed is a part of the healing process. I notified **** after weeks of the continuous symptoms, which she offered creams to help, but unfortunately my skin became even more red and inflamed after the use of the creams. I have sent **** photos of my skin and visit her a few times after the procedure, but nothing has helped my skin. I texted **** to ask how she can help me at this point and she responded that the money I paid is not enough for the creams she gave me or her time. I paid ****** for this procedure and she refunded me ***** It has been 3 months since the procedure and I have gave chances for her to help my face. It has truly been a traumatic experience as I look in the mirror daily and the procedure did not get rid of my skin *********** discoloration, but have made the results worse. It's ******** and ************** to tell a customer that the money I paid was not enough for the creams she gave me or her time. I spent time driving to ******** for **** to only tell me that my skin is just sensitive. I'm extremely *********** with the service and miserable that my face looks even worse than before the procedure. It's not okay that I paid for a procedure to remove my face lesions and discoloration but my face lesions and discoloration is not removed and on top of that my face has been red and ******** since. I have a dermatology appointment on September 19th and I pray the ************* will offer treatment and relief. My desired resolution would be a full refund and for future clients to not have to experience this.

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/12) */
  To whom it may concern,
  I performed skin treatment which is dark spots and melasma areas removed on Ms. ********* ******, on June 6th, 2022 with explanations of expectations and after treatment skin cares. Usually the skin will react differently on different skin types that we ready mention and consult before we start the treatment ... but itchy and redness are totally normal. A few weeks later, she still text me and told me that her skin still itchy and redness that she feel uncomfortable so I offered healing cream which part of the treatment when symptoms prolonged and ask Ms. ********* ****** to stop using the treatment creams and return them to me and full or partial refund can be made. Ms. ********* ****** not only refused to return the treatment cream, she kept them and used on other part of her face. Throughout the process, I've been very supportive. We communicated via text, phone, and in person. Ms. ********* ****** refused to return the product, and try to use more since she can tell the improvements. Which is she should stop right the way if she didn't see the improvement or didn't happy with, she has been using and ask me more products and my times to take care of her skin for 3 months. I wanted to keep all customers happy and protect our business so I decided to partially refund Ms.********* ****** **** from the original payment of ****** Why I did not fully refund Ms.********* ****** is because the remaining amount was for the treatment and supplies.
  She also mention that she has scars on her face because of the treatment then she has to see ************** So I asked her to send me a picture of her face or come to show me but she didn't show me. Then she **************** who I have never met called me and complained for her, I also ask her to show me the picture of her ***** face scars but she tried to ignore and just try to get more refund....
  I also want to emphasize that Ms.********* ****** fully understands that results were not guaranteed and there was no refund.
  Best Regards,
  **** ****
  
  
  Consumer Response /* (3000, 7, 2022/09/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After weeks of continuous symptoms of skin redness, *********** ************* and *********** I stopped using the creams as **** **** suggested. I then used a healing cream that was offered, which unfortunately exacerbated the symptoms so I stopped. I did not continue to use the creams on other parts of the face as claimed. ****'s response also states that I asked for more products and to take care of my skin these past 3 months. Of course if the treatment did not work, I notified **** to give her a chance to offer alternatives to fix my skin, but to be clear no further alternatives were given. For the times that I drove over an hour to see **** about my skin, she would only tell me that my skin is sensitive. To claim that she has been very supportive is absolutely false and disrespectful. *********** kindly called **** to help me, which resulted in **** asking her not to call again. Soon after, **** texted *********** asking for photos of the scar that resulted from the treatment. I have been using scar medication which has helped the scar, which *********** notified **** as well, and went on to tell **** that she has an extremely unsatisfied customer, the treatment did not work, and that it would be fair to offer a full refund, and also asked **** not to contact her anymore since she is not offering any support. **** mentions that she wants to emphasize that I fully understand that results are not guaranteed - this is false as nothing like this was mentioned. **** mentioned from the beginning that my face would look gorgeous after the treatment. **** is not offering a full refund because of the treatment and supplies. As she stated, the cream is part of the treatment, yet she recently asked me to return them. I am very tired of driving over an hour each time I visit her for her to tell me my skin is just sensitive and not show any empathy or offer support. I truly do not want to return to this business and it does not make sense to ask a customer to return products that are part of the treatment. In conclusion, **** is not offering a full refund because of the treatment done to my face. The goal of the treatment was to remove my dark spots and melasma as promised, which nothing has been removed or improved. My skin condition has become worse after the treatment to the point that I have to see a specialist on September 19th. It is just and fair to offer a full refund as nothing has been treated through the treatment, my condition has worsened from the treatment, and I am extremely unhappy with this service. I can send *** all photos and texts involved if needed. This nightmare is taking a toll on my mental health and costing me more money to see a specialist. This is not okay.
  
  
  Business Response /* (4000, 9, 2022/09/16) */
  I have reviewed the complaint made on behalf of me and am regrettable sorry this customer is not happy with my service, and apologies to *** who has to get involved this case.
  
  First, I let me apologize for the experience that has left you unsatisfied. As a business, I try my best to ensure my customers satisfaction and I have refunded you ***** As discussed prior to the treatment; customers may face different reactions and go through different healing stages. This also includes the overall time frame of the inflammation / irritation / and scabbing "healing process''. When doing a chemical skin treatment keep in mind that each customer may have different side effects that can last from 2 - 4 plus weeks. Based on your situation, you experienced what majority of my customers go through just before they achieve the flawless appearance they come in for. After a few weeks you expressed to me that your skin was still very irritated. I offered you additional cream to help. In the event the cream was not helping I recommended to stop treatment immediately. Again, I went ahead and refunded you $450.00 - not my normal protocol for this nonrefundable treatment plan that included high end products. I've also kindly asked for you to mail back the products in which you refused to return ( since you don't have to drive 1 hour to bring them back ... cause our products are expensive and why you want to keep them since you said you can't use them??? ) . I also have before pictures taken and pictures sent by ********* ****** when her skin react with products when she start using and I can see the improvement , but she refused to send me a picture of her skin now since she keep complaining thay her skin got damage .... . I am happy to share that all my customer have gone through the same experience as far as the inflammation and irritation. All my customers are extremely happy they received the treatment, and they will all attest that they too had to go through the same uncomfortable healing process. My chemical skin treatment plan is a process in which after the first meet you will go home with products to use regularly as your skin may become inflamed / itchy / and irritated. Scabbing is a common side effect from the dead skin that was lasered / burned off to fall in a few weeks. However, if you do not follow the treatment regimen with the products given or if you pick/poke/rub/scratch the irritations; this may cause scarring or further delay with the healing process. Due to the nature of the business, unfortunately I cannot be held liable for full results since half of the treatment plan is self-care with the regimen and routine products, I provide for you to continue on your own from home. I am unable to monitor what happens once you leave. All my clients have had success with this exact skin treatment. In addition, I also have some clients offering to be available to share with the *** their likewise healing process experience and their overall successful results as this was no different from what most have experienced.
  
  Prior to the appointment as discussed; my skin treatment services is NOT recommended for the sensitive skin or anyone who is unable to follow through with the entire process. This is a nonrefundable service and the products used are included in the entire services that involve multiple visits and daily product usage. However, at any given time you experience discomfort and are unable to continue the service - it is highly recommended to stop the treatment plan including usage of the products. Results may vary between customers.
  
  Due to the fact this is a not a product sold that can be returned and that this is a rendered service already provided on June 6th, 2022. I am unable to provide a full refund. However, I have offered you the most refund ******** US dollars) for the dissatisfaction with the service considering the products sold not being returned.
  
  Generally, resolving this matter faster . I willing to refund **** more if you can mail back the products.
  
  Again, I am very sorry you feel I was impolite and unprofessional. As the owner of this business, I pride my business and service on making sure I help my customers feel great and beautiful. By no means do I disregard any of my customers, including you. My goal is to offer beauty services and flourish my business by my satisfied customers sharing word of mouth of their great success with me. With that said, I am deeply sorry for your dissatisfied experience and hope you will be mindful that I truly only wish the best for you.
  
  Warm regards,
  
  **** ****
  Owner at Eye Candy **
  
  
  Consumer Response /* (4200, 11, 2022/09/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As you are an ************ it is within your scope of practice to examine and determine your client's skin type to conclude whether treatment would be ideal. It's a false statement to claim that you discussed with me that the treatment is not recommended for sensitive skin. You instead assured me that my face would look gorgeous after the treatment. You claim that by all means you do not disregard me, yet you want to offer clients to share their success stories as if that has anything to do with my experience. It is disregarding and disrespectful to include that "all my customers are extremely happy, had success with the same treatment, and you experienced what majority of my customers go through just before they achieve the flawless appearance they come in for." I was also your customer and I am extremely dissatisfied, have not felt such ********* and lack of ******** and I would not be writing this if my appearance was flawless as your other customers. This situation has been exhausting and I am tired of spending time, money, and energy. Please do not continue to ask me to return the products. This has been a huge inconvenience and I will not go out of my way to spend another minute or dollar for you. On top of that, you mentioned that the products used are included in the entire services. It's unclear why you would want returned used products as that is unhygienic. In regards to pictures, it is my right to refuse sending you further photos. I have sent plenty of photos and expressed concern and stopped when I realized you are not supportive. A $450 refund for the dissatisfaction is a slap to my face. The purpose of the skin treatment is to remove dark spots and melasma. I would be glad to send photos or have a ********* with *** to show my skin's current condition. We did not have a thorough review prior to the treatment as claimed and three months later and my skin condition worsened to the point that I had to see a dermatologist. The least that can be done is to offer a full refund. Please keep in mind that even with a full refund, that does not amount to the mental and emotional distress I have gone through, the time and money spent going back and forth to you, to the dermatologist, nor remove the dark spots and ******* that was assured through treatment. I hope that **** would regard my experience by offering a full refund. Otherwise, I ask *** to please review this matter and help me in this situation. I have nothing left to include as I have fully shared my experience. I hope this matter can get fairly resolved.
  
  Respectfully,
  ********* ******