Terrible and extremely disappointing experience…read more
I came in to see Georgia and showed her a reference photo of exactly how I wanted my eyebrows to look. We talked through what I wanted beforehand: I wanted them cleaned up, shaped more evenly because my brows are naturally uneven, and overall much sleeker and more defined.
Georgia herself was very sweet and professional, so I want to make it clear that my issue is specifically with the result of the service. Unfortunately, the service itself did not meet my expectations at all.
At one point, I was told that my eyebrows were "much longer than the girl's in the picture," which honestly confused me. The entire reason I brought in a reference photo was to show the shape and overall look I was hoping to achieve. I also naturally have very thick eyebrows, so there was plenty of hair to work with and shape.
Honestly, if the exact look I was asking for was not something she felt comfortable doing or was not achievable with my brows, I would have much rather been told that upfront. I completely understand that not every brow shape will look identical on every person, but I should have been told if the service could not get me reasonably close to the reference instead of proceeding and leaving me with a result I was unhappy with. I can get a much closer result to what I want by simply plucking and shaping my own eyebrows at home. She did not even map my eyebrows or anything. And stayed on my left side reaching over to the right eyebrow the entire time...
Throughout the appointment, she continued checking in with me, and I repeatedly explained that I wanted a sharper, cleaner look -- similar to the finish I normally get when my eyebrows are threaded. Despite saying this multiple times, my brows still looked very bushy and barely cleaned up by the end. The arches did not match, they still looked uneven, and they looked nothing like the sleek result I had asked for.
I was also told that there were hairs she couldn't remove because they were "growing in," which made the final result even more frustrating because there were still very obvious hairs left behind that contributed to the unfinished appearance.
What disappointed me even more was that I was still charged for the service despite clearly being unhappy with the result. I did not want to continue having more hair removed there because, at that point, I genuinely did not trust the outcome enough to let anyone continue working on them.
I do want to give credit to the front desk staff. The woman helping me was very sweet, looked at my reference photo and then at my brows, and even acknowledged that the result was not what I had asked for. She apologized, offered me a 20% discount , and said they would email me and CC a manager. I appreciated that she at least tried to offer some kind of resolution in the moment.
That being said, I honestly don't know what kind of future discount could really fix this situation. After this experience, I would not feel comfortable trusting them with my eyebrows again. The service had already been done, and I still had to leave and go somewhere else to get them corrected.
I ended up going to the Benefit Brow Bar down the street immediately afterward, visibly upset and crying. Yes, I know crying over eyebrows may sound dramatic, but I had been waiting nearly a YEAR to try this service specifically at Face FOUNDRIÉ and was so excited about the appointment. To leave feeling like my eyebrows had been butchered was genuinely upsetting.
Thankfully, the lovely team at Benefit Brow Bar was able to reshape and clean them up into something much closer to what I had originally asked for. They did the best they could with what was left, and they did not charge me for the correction.
I've attached photos showing:
1. The eyebrows I originally asked for.
2-4. The eyebrows I left Face FOUNDRIÉ with.
2. The final result after Benefit Brow Bar corrected them.
The difference speaks for itself.
Again, Georgia was kind and professional, and the front desk staff was very sweet and did acknowledge the problem and offer a discount. I appreciate that. But at the end of the day, I still paid for a service that did not resemble what I requested, left extremely upset, and then had to immediately go somewhere else to have my eyebrows fixed.
I still do not have the exact result I originally wanted, but Benefit Brow Bar at least made me feel heard and genuinely tried to correct the issue. Because I still had active chemicals on my brows, there was only so much they could safely do, and even with those limitations, the difference they were able to make was significant. And they even gave me a few free samples.
That is really what made this experience so frustrating. I was not expecting perfection -- I was expecting my requests to be heard, realistic expectations to be communicated to me, and a result that at least resembled what I had clearly asked for.
