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  • Not honorable. I have used Runway's Eyelash Extension service a number of times in the past. Though I was not overly impressive with their skills, service, or long-lasting wear of their extensions, I had always found them courteous and very accommodating. A little over a month ago, I came back to get some volume extensions. I needed a full set and not a refill, I understood that - but it came out to be almost $200, quite expensive and very little "volume" in my lashes. Thus after leaving the shop, I was able to closely examine my lashes and realized that I got very few volume lashes and most were single lashes. I called the store immediately, talking to both the manager and the technician who did my lashes. They told me to come back - I had other appointments and things I had to do, and couldn't come back. So they reassured me that the next time I make an appointment, they would guarantee and refill me with volume lashes, free of charge. I ask if there was an expiration date for this refill, they said no. I ask them to document this in writing or send me an email. They said it wasn't necessary because they noted this refill and conversation in my files. They assured me this several times. I called a few days ago for that promised refill. Only to be told that there was no such conversation or notation on my account regarding said free refill. I then asked them to please speak to the technician who did my last refill - surely they had that record in their system. They did. The technician even remembered me. But they would not honour the free refill because it has been over a month - I should have came in within 2 weeks of my last extensions. What? Why would I come within 2 weeks only to have them put a few lashes that may have fallen off. I am upset because they failed to honour their promise, failed to document the issue, and most disturbing charged me for a service I did not get - charging me volume refill but only putting in some and the rest singles.
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