I decided to give Masha Lash another chance after not returning for several years due to a previous negative experience with lash extensions. Unfortunately, today's interaction reminded me exactly why I stopped going in the first place.
I accidentally booked the wrong service online (I booked lash relaxer and wanted a lift and tint, a simple mistake) and paid the required $15 deposit. When they called this morning to confirm, we realized I had selected the wrong appointment. No problem, I wasn't trying to cancel or ask for my money back. I simply wanted to rebook the correct lash lift/tint service for their next available appointment, which was a couple of weeks away.
I asked a very simple question: could the $15 deposit I had already paid be applied toward the deposit for the new appointment?
What should have been a 30-second conversation somehow turned into nearly 15 minutes of confusing back-and-forth. I was told the new deposit would be $44 because the service was $88. I said that was completely fine and again asked whether my existing $15 would be applied toward that $44. Instead of receiving a straightforward answer, the conversation continued in circles, accompanied by an unnecessarily dismissive attitude.
Ultimately, they kept my $15 deposit, and I chose not to book the new $88 appointment at all.
To be clear, my frustration is not over $15. It is about customer service. I was actively trying to reschedule and spend more money with the business, and a very simple, reasonable question was handled in a way that made me no longer want to be a customer.
I genuinely wanted to give Masha Lash a second chance after my previous experience, but unfortunately, this interaction only reinforced why I stopped going there in the first place. Good customer service and clear communication matter, especially when a customer is actively trying to continue doing business with you. read more