Beauty by Martinez 11111 East Mississippi Avenue, Aurora, CO 80012

"I'm giving one star because though the lash artist lashes very well, expect a very subpar lashing experience overall and poor customer service skills. Lashing is a luxury service and you should expect a luxury experience that reflects its cost. This is NOT what you receive as a client. She plays both music and the TV at the same time while lashing which was strange and also annoying. The paper-thin suite walls allow you to hear people talking upstairs and in other rooms, even with the music/TV chaos playing in the background. Also, the lash artist was never very personable with me and overall came off very dry. I tolerated these things and still continued to go because I did like how my lashes came out and didn't want to go thru the trouble of finding a new lash artist. This was until my retention began to wane after several months. It resulted in a full set, rather than fill during my appt, which I was agreeable to, and she instructed me to book a 2-week rather than 3-week fill to accommodate for this newfound retention issue. I followed instruction and still, I get to the 2-week appt and she found a retention problem again. She told me to reschedule, as she did not have time for a full set. I was okay with all of this until she refused to transfer my deposit from this forced cancellation to my following appointment. I followed the instruction SHE communicated, and still somehow it is fair for her to keep my deposit for that visit because according to her, "when the service isn't done for whatever reason day of, it ends up being like a cancellation since no service was done for that day so the service ends up being nonrefundable". I wasn't even asking for a refund, I was asking for it to be transferred over to my following appt, as I felt that was most appropriate given my specific situation. She also explained that clients are responsible for knowing what a fill vs full set is and that she has other clients who will even send a photo in advance of the appt to verify. This is fine, except it was NEVER communicated to me prior. All I was told was to book for a 2-week fill instead, which I followed, and as far as I was concerned, to me my lashes DID look like a fill was appropriate, but to her it was not. This miscommunication resulted in her canceling my appointment and refusing to transfer the deposit over to my next appointment. I vocalized I understood her cancellation policy moving forward, but I respectfully stated that in this particular situation it felt unfair to not at minimum transfer over the deposit (again, I'm not even requesting a refund, which is what the policy states), especially since I had followed her exact verbal instruction. She disagreed and stood by her cancellation policy. Though I still felt it was unfair, I expressed my appreciation for her clarity on the situation and knew what to expect moving forward. Upon that response, it was made apparent she is intolerant of clients with differing (respectable) opinions, and instead of coming to a mutual understanding, she would rather terminate business. She went on to say "maybe we aren't a good fit" because she needs clients to "not feel a certain way" about the policies in place. She proceeds to refund the deposit and offers to provide referrals. So, she STILL ends up going against her own cancellation policy and provides a refund that was never requested in the first place, when this literally could have all been avoided had she just transferred over the deposit to the next appointment. I left her with this bit of professional advice: "I do hope in the future you learn how to better engage in repair with clients in an effort to maintain business relationships and not feel pressed to terminate client relationships at the first sight of pushback in differing opinions, especially if a client respectfully vocalizes an understanding of policies and procedures, and commitment to the understanding moving forward." I will say, I went to another lash artist after and I've had AMAZING retention. Do yourself a favor and take your business elsewhere."