Fairly disappointing experience.
First: the lash techs themselves (Alyssa, Sheena) were great, on time, helpful and 100% professional.
However, this location is nestled in a higher-end shopping area and I noticed their prices are a bit higher than other lash studios in this part of the city. I was happy to pay with the assumption I would receive a higher quality of service. Unfortunately their prices did not align with the level of customer service I experienced.
I visited this location for my first ever set of professional lash extensions as a special gift for myself but I started experiencing irritation and premature shedding within a few days. As requested in their client agreement, I contacted them right away to get their recommendation on next steps: figure out what the issue was, to go back in for a fix, get an emergency removal, or whatever they would have recommended.
I understand how each person responds to lash extensions and the adhesives can vary from person to person based on their routines, what other skin products they use, how closely they follow aftercare instructions, etc... I would have been happy to continue with Deka Lash to keep exploring what worked best for me.
However, after 2 detailed emails I sent directly to the company, 6 phone calls ending with their call center associates escalating my concerns to management on my behalf over 5 days (including 3 business days), I did not receive any response from the company. Even a response of "The owner's busy or out of office and won't be able to respond until X date" or "No sorry we can't help you because..." would have been sufficient. However, I did not receive any acknowledgement that anyone from the company above the call center associates even knew of my concerns.
I ultimately booked a 2nd appointment myself and paid 100% full price for a consultation/fill 10 days after my initial appointment to get prompt attention to the concerns I shared with their studio 5 days earlier. I'd lost almost all of my lash extensions by this time. This was also frustrating as I was told "You booked the appointment - now you have to pay because you didn't wait for management's approval to waive or reduce the cost."
However, I only booked the appointment *because* I didn't receive a response from management. From my perspective, potential risk to natural lashes or a potential adverse reaction to the extensions is a time-sensitive concern. I also thought, "Surely, they'll respond by the time this appointment comes up to work this out and I'll already have time on the schedule for next steps." Unfortunately, they did not.
In retrospect, if I knew the company's response to my concerns would be so poor, I wouldn't have bothered trying to work with them to resolve the issue and I would have moved on to another studio immediately.
As this was my experience as a first-time client with this studio, I will not be returning and would not recommend this studio to others. read more