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| - I have never made a yelp review but after i received such a horrible experience there is no way, will let my experience go unheard. If it helps one person then I've done my job.
I made 9 attempts in 2 weeks to get ahold and speak to a manager or owner over the phone. Unfortunately, the only people I was able to speak to were the staff who were only able to relay messages. All staff members ensured me that they had given my messages to the manager due to the urgency of my concerns. On September 11th I spoke to Conner about needing to cancel my membership because I had an allergic reaction from the last appointment I received at amazing lash that I ended up in the emergency room. He informed me that I would need to come in to fill out paperwork. I did let him know that I no longer live in AZ I moved back to NM due to my father passing away and there are no Amazing Lash Studios in this state. I asked if the paperwork could be sent over email and he said he would have the manager contact me the following day to cancel membership. I also asked Conner about getting a refund for last month. Because I am allergic to eyelash extensions, I never used the service that I paid for. I informed him I can provide a doctors note if needed. Conner said it would be fine not to worry, a Dr's note is not needed for a refund but he will need to have the manager do the refund because he wasn't sure how that process worked.
I called 5 times last week and spoke to 2 different girls who again told me that they would relay the messages but they were unable to discontinue my membership only the manager could do that. I spoke to Conner again on Sep 19th who informed me that he would have the manager call me. But i didn't get a call.
I was appalled that I have not received not 1 phone call from any of the managers or owners for this Amazing Lash franchise located next to the Chandler Fashion Square Mall. Not one phone call to see how I was doing or even to see if I was ok after going to the emergency room. This is horrible customer service.
As a last resort I sent an email regarding the situation and the manager replied to email and said she cancelled my membership but she will not be refunding me my money. So the manager can reply to an e-mail but not answer or call back any of the 9 Previous attempts?
Today I called again and to my suprise the manager Kimberly answered the phone. From her email I asked why Conner informed me on Sep 11th that I would be refunded and now she is telling me I won't be refunded. She said she does not refund services. I informed her I understand but this situation is different, the refund im requesting is for services that I did not receive. I was charged last month for membership but I haven't been able to use it because I ended up in the Emergency Room and found out I was allergic to eyelash extensions.
Unfortunately because of the allergic reaction I won't ever be able to redeem the service I paid for. She said they don't offer refunds. I told her it's fraudulent to keep my money for a service I was never able to use. She said and I quote, "Sorry not my problem, have a good day" and hung up.
WOW!!! I have never in my whole life experienced such horrible customer service. After being admitted into the Emergency Room, After all the countless attempts calling and trying to speak to management to cancel my membership, on top of losing my father and moving back to New Mexico this was the type of Customer Service I receive when I finally get a hold of the manager? No compassion, no understanding or friendliness at any time whatsoever. She didn't even ask if I was ok... All she cared about was keeping my money for services that I paid for and never used.
Kimberlys lack of professionalism, Customer Service, and knowledge on how to run a successful franchise is apparent. Whatever you do, DO NOT GO TO this location or franchise. if you do have a membership cancel before its too late. This location lacks common curtosey and above all customer service.
To Kimberly- The true cost of bad customer service is more expensive than you think.
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