The Lash Lounge

"Membership Cancellation Issues. I am extremely disappointed in this business's ability to simply cancel a membership. I will explain the full scenario so that one can better understand why this is not just a one-off issue. I originally cancelled my membership in October 2023. It is now beginning of March 2024. It is written in the cancellation process that you must pay for an additional month of membership before the cancellation fully goes through (which I think is stupid, but that is beside the point). However, I paid my final amount to them in NOV '23, then got another charge in DEC '23. So, I emailed them, and they wanted me to fill out my cancellation paperwork again. I told them, "I'll forward you the file I originally submitted in October". This was addressed and I was refunded. Which was fine, until I got a text yesterday from someone on the team saying I have credits to use (credits that I shouldn't have if my membership was cancelled). So, I checked my bank statement and somehow, they charged me yet again in JAN '24 & FEB '24! I will be calling today to have these charges refunded - though I am guessing they are going to try to get me to fill out another form (even though I submitted it TWICE now). I don't know where the ball is being dropped... or if the process they are using is just not adequate... but it must be addressed. Businesses cannot just be charging people's accounts for months after they have stopped using their services. This is not only extremely disappointing & frustrating, but also reflects poorly on the business unit as a whole. It feels like an ex you just can't get rid of. Please consider this if you are thinking about getting a membership... I would have wanted to know this before I started mine."

"I had booked two appointments back in December to have a service done for my mom and I before our vacation. We show up the day of my appointment and the business was closed. The online system made a mistake and allowed me to book on a Sunday when the business is closed. This was not a big deal but when I called the place to tell them what happened the manager was understanding and offered two complimentary appointments and to call her back to book the appointments. A few days later I call to schedule the appointments, I was notified that the girl that offered those appointments was fired. I was speaking to Nicole who I believe is the current manager. Nicole said that the previous girl over promised and they can only comp one appointment. So although both my mom and I got screwed over, only one of us gets to have it made right by the business… I contact the district manager which offered to make it right by comping both appointments as originally promised. I called Nicole back to book the appointments but when I receive the confirmation I realized she booked the appointments on the wrong day. I spoke to one of the staff to get it scheduled correctly but those same times were no longer available. I worked with the location to schedule a new time that we could come in but when I got the confirmation again, I realized the girl I worked with booked the wrong time for when I clearly said I was unavailable for. I called the store to speak to Nicole to express my frustrations and she said “well it’s a free service so…”. It’s extremely humiliating that Nicole thought that 1 they were doing me a favor by comping my appointment and that 2 the business could treat me like trash because they are comping the service. I ended up cancelling both appointments because a free appointment is not worth being spoken to that way. I definitely think they were giving me the run around in an effort to get me to cancel my appointment. Anyways, if you want to be humiliated and waste hours of your time, ask to speak with Nicole when you book your next appointment :) Edit: In response to the comment left, the girl I spoke to originally in December no longer works for lash lounge so no Nicole, you did not explain anything to me over the phone. As I had stated in the review, the place was closed on Sunday and that’s why my appointment did not happen. Again the problem I’m having was not that the original appointment did not happen it’s the horrible customer service I received following it. The response to this review further shows how the staff will gaslight you."

"Mo is the best! She really knows what will look best depending on the lashes you have and she's so gentle. I have really weird lashes, they just grow sort of out to the side and Mo makes them look so good! Everyone here is awesome and so nice."

"The turnover at this place is ridiculous. They had a lot of great stylists, however, they did not seem to be able to retain them. I was faced with choosing a new stylist every two months or so and it was very frustrating. I would usually have to go through one or two bad ones to find another good one, and once I did she would end up leaving shortly afterwards. I know people leave jobs for various reasons but it feels like owners/managers didn’t work hard to keep good people. When I cancelled my membership, they told me I had still had to pay for my final month and when I explained I did not want to use either of the two stylists they had remaining, they suggested I could drive up to their Westminster location."

"Customer service was pleasant but I’m not satisfied with the eyebrow treading finished product. Posted pictures so you guys can be the judge. She did more tweezing the treading. As you can see none of the lines are fine like they usually are with treading. I’m just not satisfied at all and I don’t like to asked them to fix it because if it needs fixing, then they don’t know how to do it right in the first place. There are still so many hairs that need to be removed. I just don’t understand how they thought that it looked good, especially since they are so close with bright lights. Not trying to be rude that’s why I tipped over 50% but I’m just saying I have a lot of hair so not to many excuses other than they are just not that good at treading . Also they are the most expensive eyebrow treading place I’ve come across charging $19.00 . If your going to charge so much then you should be around one of the best if not the best. The proof is in the pictures. Should be 1 star but the customer service was good."