Noir Lash Lounge

Hi Claudine,

I’m so sorry that this was your experience. It looks like you’ve already spoken to our manager Kelsey and that hopefully she was able to resolve this. We appreciate your feedback and for giving us the opportunity to do better.

Oksana I am the owner and I can confirm that yes, you absolutely have been a long-time client and I am so sorry this exchange came across as a lack of appreciation for your loyalty to us so please allow me to explain

1) I am sorry you feel this. Personally I find them warm, perky and do focus on hiring with a customer service oriented profile. Most of the girls at this location also do our calls as their demeanor is rather bubbly however, what one person might find friendly might not be enough for another so I can see that we might have a difference in opinion here.

2) I personally review all feedback as it goes to my inbox and you have complained about your services many more times than the once. I am not here to "shame" or prove a point so obviously won't screenshot your comments here, but will confidently refute this as all reviews are attached to your client file and generally, you have been quite unhappy with our work (and again, I want to add, that is perfectly valid and we read these and hear you and strive to provide what our clients want of us - more on this later!)

3) Now more than ever with COVID rampant I will not back down on our hygiene policies. A deep clean or removal is required here every 2 months and with so many options out there, you do NOT have to follow our hygiene protocols and choose somewhere with a better fit instead

4) Yes that is correct. I have managed teams of mainly women staff for more than 14 years and the amount of domestic abuse, harassment and assault I have seen makes me stand firm that I will not make it easy to access names and work schedules. I am so sorry it is inconvenient to write their name instead in the comment box or call or text in but it is my responsibility to create a safe space here. As a victim of a stalker myself, this is an issue I will NOT budge on.

5) I began posting about this in emails and social media back in January. I included it in almost every email for 8 months as well including why we have done so. I feel eight months notice was ample time and unfortunately we are still chipping away at the massive debt we incurred having been mandated shut for almost ten whole months.

Now let's loop back to #2 where you said you only shared feedback once and now have admitted you have shared it more often in the past. You have been unhappy with our work and we absolutely understand that. We have then asked why you return when we have attempted various other ways to do your lashes but with little concrete guidance. A service like ours is a two-way street where we try and do what you tell us (it really is as simple as that) and as their boss, it is also my job to ensure to ensure my team is being led to do great things. Truly - I just want an awesome, happy team of individuals striving to do their best. It's no secret that COVID has absolutely demoralized our industry and many others, so when they came to me with your case (with genuine concern) that they weren't able to make you happy, I brought up a simple solution: Have you told this client that you no longer know how to make her happy?

It is not in my best interest to lose a client, but it's also poor business practice to constantly make a client unhappy and at the same time leave my staff discouraged, confused and perplexed when they are unable to meet a client's expectations. No one goes into this and finds joy or satisfaction making anyone unhappy. We are in the service industry for a reason. Our purpose is simple: to serve and bring joy. Quite honestly, we are all people pleasers, So looping back again as you said above, you were never happy with so many things about us as a company, our policies. I wrote the text saying simply that and asking from a placee of pure sincerity and also curiosity.

I was concerned we were not meeting your expectations and then you got upset and said I was not being "friendly" and when we explained and merely pointed all the points you said above you seem surprised that we thought it wasn't a good fit. You yourself have listed all our faults above and again my question is, if you feel that we are a 2-star experience and have been constantly unhappy with us, why you choose to return? Again I appreciate your business but I cannot in good faith as a leader continue to allow this interaction. My staff are demoralized, they feel they are doing are best and are being told by you they are not and so from an outsider perspective, this isn't a very healthy relationship, nor is it productive for my team nor is it compatible for you. If our policies and protocols are as you've said above so awful, and I openly said I was sorry we haven't been meeting your expectations and hoped to open a conversation and point out, hey maybe we aren't a good fit because well, you have plainly said so, and I have heard you.

So Oksana, we see you, we hear you and I fully stand by my policies and also I am sorry you don't like my playlists (yes, I personally make them too).

Hi Shana,

I’m so sorry to hear about your experience. First I’m happy to hear you loved Clarissa (Kylee is our superstar receptionist) but secondly I’m so sorry you were disappointed by your follow up appointment. We have called and attempted to leave a voicemail but it seems that your mailbox is full so we can also went ahead and emailed you! We take the customer experience and your feedback seriously and will be sure to bring this to the attention of your second technician. A less than stellar experience is not acceptable. Please call us back at 1-888-975-LASH (5274) or check your in-box so we might resolve this matter!