The "back-up" eyelash extension technician at Lashed Out by Shan in Simcoe, Ontario applied my extensions just hours before I flew to Europe last month. It took 2 separate optician appointments, antibiotic drops and 9 days for my right eye to heal from a corneal scratch resulting from her lack of care.
I left a voice mail for Shan the day after I returned from Europe. She didn't respond. Four days later I sent an email detailing the issues - and there were several. I recounted my experience, including an optician's determination that the scratch was caused by a lash fragment lodged beneath my upper eyelid. The fragment was released when the optician flushed my eye with saline and she showed it to me. I asked Shan for a full refund as compensation for the time, expense and pain I endured while on a vacation I planned for a year.
In response to my email, Shan said she wanted to make it right and she offered a set of lashes or a refill as compensation. I declined because I didn't want to risk further injury. Days later, I followed up and Shan offered a 50% refund. My response was that I had no choice but to accept what she thought was fair. I followed up 3 more times over 2 weeks because I never received a refund. Each time, Shan told me that Delanee sent it. I thoroughly searched all email inboxes before each follow up.
In my final exchange of texts with Shan, because she never spoke with me despite my request to do so, she wrote that she didn't believe I was injured at her business. I trust the diagnoses of 2 optical professionals, and the presence of the symptoms and the lash fragment that came out of my eye during medical treatment.
Corneal scratches need to be diagnosed by a doctor with the proper equipment. At the end of the lash application, my right eye was watery and painful when Delanee pried my eyes open with her fingers. This was the first time in my 18 years of getting lash extensions that I was unable to open my eye because they were glued shut in multiple spots. Other practitioners have released stuck lashes with tweezers in one or 2 places. It was painful and I expressed this. I did like the look of the lashes - I give credit where it's due.
I've taken time to consider the value in posting this review and I decided it's important to share my experience to help inform others. The lack of a refund is secondary to the injury and the denial of any responsibility. My experience at Lashed Out by Shan indicates a lack of care for their customers. read more
