My Sorbet Eyelash Extension Nightmare

Item: Sorbet Group
Rating: 1
Author: MAKHOSAZANA M

So... It is with regret that I am here to write a negative review of an organisation that I truly love. I've been a loyal customer to Sorbet for years and more recently when I moved to Johannesburg, I was an even more loyal customer to Sorbet Melrose Arch. But not so since a few weeks back in January. I had a ********** experience and tried to make a complaint through normal avenues and that was not acknowledged at all. Here is the story. Prior to the incident I regularly got eyelash extensions from from Sorbet Melrose Arch and on the 23rd of January I went in to get a fill done. This time around though the beautician/the****** I usually request was not available. I decided to give the alternative eyelash tech a chance. For those that do lash extensions you'll know that throughout the entire process your eyes are closed and bottom lids taped shut so you only see the results at the end. On this occassion, the tech, went about filling my right lashes first. after about 30minutes she tells me she has completed one side but its not looking good so she recommended that I do a soak off entirely.... pretty much cause she had messed it up and couldn't fix it. I go on to ask her if she is sure (as I cant see whats happening) and she says yes. I'm already annoyed at this point but I tell her its ok she can go ahead with the soak off. She proceeds to do this, but as soon as she puts the soak off onto my eyes, I immediately experienced the worst kind of burning sensation on my eyes, I literally thought I was going to go blind. I was in sooo much pain. I ask her to remove it, she manages to calm me down and sprays water into my eyes.... at that point my eyes are still shut and I'm in distress. Then I'm like I dont think this soak off is working out. She says to me she's sorry, it was her fault because SHE FORGOT TO PUT A MOIST WATER FILLED COTTON BUD UNDER MY EYES AND LITERALLY PUT THE SOAK OFF SOLUTION DIRECTLY ONTO MY EYES. But the soak off still had to happen at this point, and I felt like I was stuck in a nightmare and all the while I couldnt see what was happening. She proceeded with the soak off, but then all the while when she was removing the lashes it flet uncomfortable and sore everytime she removed the individual lashes. I'm thinking maybe this is normal, because all the times I've decided I didnt want false lashes I just let them fall off naturally. So I didnt know any better. When I eventually opened my eyes after the process and went to the mirror shed left the room. SHOCK AND HORROR! In the process of this 'soak off' and she had also plucked my own natural lashes off. I couldnt even apply mascara nbecause there was nothing to apply it to. I literally felt like crying. And you know had I not had to go to work at that instant I'd have made a huge complaint immediately, instead I walked out, kept my cool and was even instructed to PAY FOR THE SOAK OFF!!!! I decided I'd pay but I'd give the manager a call about it at another time. I rushed off to work and I think 2 days later I called the store and asked to speak to the manager or franchise owner. I was informed that she was not available and the receptionsit took down my complaint and said she would email the manager/franchise owner and they would get back to me... Sorbet Melrose Arch.... I'm still waiting for that call. I still want my complaint to be acknowledged, I still want the apology form you and I still want you to properly train your technicians so that incidents like these don't happen. When I look back at it, yes my vanity took a knock cause I went in with the intention to come out fabulous, but I left without even my own lashes, but what worse my eyes could have been damaged becuase of the blatant ngeligence. I have since only had one treatment from Sorbet Melrose Arch after the incident, a wax from a tech that has worked on me before. But even on that day I felt so unsettled and unsure of what would transpire. What other kind of nightmare was going to be in store for me there. And for all my troubles and all my money spent my complaint was not even acknowledged. Regards, Khosi

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