I typically don't write reviews but felt compelled to share my experience with the customer service.
I've been going to At Hello Lash for about two years. In fairness, I would say they do a good job - not great though. Despite following their instructions to a T, I needed fills every two weeks but try to go every two and a half weeks due to cost. But everyone is different, right?
My issues were mainly around customer service and lack of knowledge and experience with the original person doing my lashes who was originally let go for this reason. (The current person seems to know her stuff and is super friendly.)
It started with purchasing the lash shampoo. I was told to squeeze a small amount on my fingers and gently rub into my lashes. For about a year, I was losing my lashes like crazy, but was assured by Brittany that I have bad lashes and probably wasn't take proper care of them. As she is the expert, I believed this. A year later, I was told by her new lash person that she and Brittany discovered the prior employee was not giving correct instructions. Apparently I was to dilute the solution considerably. I was frustrated to learn this and even more frustrated that Brittany charged me $15 for a pump bottle that was never provided to me by her original lash person. She acknowledged this was a failure on their end, so at the least, a nice gesture like a a free pump bottle or a discount on a future fill would have gone a long way. Instead, I literally paid hundreds of dollars throughout that year getting frequent fills due to her employee's incompetence.
I was later sold a lash conditioner that was recommended. I immediately noticed my lashes were falling out and it had a "caked on" feel. I did communicate this to my stylist and was told that other people using it had also experienced residue issues but not the loss in lashes. Lesson learned I should have immediately asked for the $40+ refund, especially because the bottle is completely full, but did not. Instead, several months later it came to mind again and I did ask but Brittany said no because I waited too long. She offered to recommend another product, but after two bad product experiences, I'm not interested in looking at other options.
The final straw was how an appointment cancellation was handled - especially since that was my first time in 2 years. In full disclosure, I canceled my appointment several hours before the appointment time, which I hate doing. I woke up feeling awful, made a doctor appointment and ultimately ended up with bronchitis. I understand this is absolutely an inconvenience for Brittany and felt horrible. I have also been a customer for two years and have never canceled on the same day. In my opinion, she could have either let this one time slide, charge 50%, etc. But instead, I was told I would be charged in full ($90). She offered to give me 35% off the next visit, but at this point, the damage was already done. I'd been feeling for a while like she was more concerned about the dollars I was spending (and I spent a lot) than making money but also taking good care of a loyal customer.
Had only one of the above incidents transpired, perhaps I would suck it up and deal with it as the location is extremely convenient for me. However, given the combination of these issues and how much I invested with Brittany, I will be going elsewhere. read more