Hi Valerie,
Thank you for your feedback. After reviewing the communication history with our customer service team, I do see that multiple attempts were made to contact you regarding the order. Our team attempted to return your call, and we also sent text message follow-ups on four separate occasions on the 11th.
The only communication we received a response to was via email, where you had inquired about your order status. Upon further review, we were able to confirm that there was a payment failure on the original order, which resulted in the order being placed on hold due to an outstanding balance. Our team provided notification of this along with photo proof showing the balance issue.
We later saw that a second order had been placed; however, we did not receive a follow-up response regarding the original order.
We sincerely apologize for any confusion and appreciate the opportunity to clarify the situation.
“I really wanted to love the CC Curl 0.05 Cashmere lashes, but unfortunately the quality didn’t meet my expectations. I previously ordered the 0.07 Dark Chocolate lashes and absolutely loved them, which is why I decided to invest in the full line of 0.05 CC Curl Cashmere lashes (7–10mm).
However, I noticed a significant difference in quality. The lashes don’t feel as consistent or as premium as the 0.07 Dark Chocolate ones, which was disappointingespecially after ordering the full range.
I’m hoping this might just be a batch issue, because I’ve had a great experience with your other products.”
Thank you so much for taking the time to share your feedback.
We truly appreciate your support and are so glad to hear you previously loved our Mocha Brown lashes.
We understand that differences between lash collections can sometimes feel noticeable, as various curls, diameters, and materials may offer a slightly different experience depending on personal preference and application style.
Our CC Curl 0.05 Cashmere lashes are designed to maintain our quality standards, though the feel and performance may naturally vary from other lash lines.
We sincerely value your feedback and appreciate you sharing your experience with us. Customer insight is incredibly helpful as we continue to grow and refine our offerings.
Thank you again for your support!
Hi MezmaRae,
I'm really sorry to hear that you're having issues with the tweezers. We strive to provide products that meet the expectations of our customers, and it’s disappointing to know that we missed the mark here. Your feedback about their performance is important to us, and we will take it into consideration.
If you haven't already, please reach out to our customer service team. We'd love to explore options to ensure you have a better experience with our products in the future. Thank you for sharing your thoughts with us.
Warm regards,
Team Lashbox LA
Hi Ilana,
I'm so sorry to hear that your lash wash arrived in that condition. That’s definitely not the experience we want for our customers. We take great care in packaging our products, and it’s disappointing to know that we fell short this time.
Please reach out to our customer service team so we can assist you further and ensure this is resolved. Your feedback is crucial for us to improve, and we appreciate you bringing this to our attention.
“Glue really didn’t work for me. I tried to see if I was able to return, but decided not to since the process of trying to get a refund was such a headache. Had to include photos, asked all these questions and for proof. I also wasn’t able to “take a video” of proof of the glue not working, as I don’t have a stand to self record and am unable to record myself while lashing someone since I use both of my hands. Was too much of a hassle so as a small business owner I just was okay with not getting the $80 something back. Kind of shows a lot about the company if they have such a hard time refunding $80 when they make so much money. Won’t be repurchasing in the future based on that.”
Hi Mia,
Thank you for sharing your experience. We’re truly sorry to hear that the adhesive didn’t work out for you and that our return process felt overwhelming.
We completely understand how frustrating it can be when a product doesn't perform as expected. Because adhesives are professional-use items affected by many factors (like humidity, storage, and technique), we do request videos, photos, batch numbers, and environmental details. This information is essential for our quality control team to properly evaluate the issue and ensure we continue to uphold the high standards our customers rely on.
We recognize that capturing a video can be challenging mid-appointment, and we genuinely appreciate the effort you made to reach out. While our policies are in place to protect both our customers and product integrity, we never want the process to feel like a burden. Your feedback is helpful, and we’ll be sharing it internally to see where we can improve the experience moving forward.
If you’d ever like to revisit this with us, we’re here to help in any way we can.
Hi there Juliana,
We’re really sorry to hear that your experience with us has led to such dissatisfaction. Your feedback is important to us, and we’re always looking to improve. While I appreciate your response, I do want to once again note the return policy for you, as stated in our previous messages: We offer full refunds on items that have not been opened or used. If an item has been used, we’re happy to provide store credit or replacements due to sanitary reasons.
In your return request, the item was marked as unused, but when we received it, some lashes were missing and a strip had been removed. We also want to reassure you that all products are carefully inspected before shipping to ensure they are new and unopened.
We’d be glad to offer store credit in this case, and we truly hope to have the chance to make it right in the future.
Warm regards,
Jazmine
“The website showed an item that was no longer available and will not be restocked. I was sent an alternate item which I did not want. I am in the process of returning the unwanted item. When I spoke with Customer Service, they were incredibly rude.”
Hi Kathleen,
Thank you for your feedback. We’re sorry to hear that your experience did not meet your expectations. After reviewing your order and the packing slip, we confirmed that the item shipped was the item selected during checkout. The product you mentioned (black mascara) has indeed been discontinued for several months now and was not available for purchase at the time of your order.
We also reviewed the interaction with our Customer Service team and found that our representative maintained a courteous and professional tone throughout the conversation.
That said, we understand that receiving an item you weren’t expecting can be frustrating, and we’re glad to see you’ve initiated a return. If there’s anything further we can do to assist, please don’t hesitate to reach out directly. We’re always here to help.
Thank you for your patience.
Warm regards,
Team Lashbox LA
“I wish Customer Service was more available. Every time I call they’re unable to answer during business hours. I am missing a package that was possibly stolen and am still waiting for someone to respond if I’m going to get a replacement of the lash trays. This kitten rainbow lash tray was going to be used for a pride month lash set and unfortunately I was unable to do the set because my package is missing. I was able to turn the experience around for my client but I would appreciate a replacement of the lash trays and a refund at this point as well. Not happy with the service as it is hard to get ahold of someone.”
Hi Virginia,
Thank you so much for sharing your experience with us. I am truly sorry to hear about the difficulties you encountered reaching our customer service and that your package went missing. We understand how frustrating this must have been, especially given the significance of Pride Month. Please know that your concerns are important to us.
I see that you contacted us on a Saturday, which is outside of our regular business hours, as our company is closed on weekends and holidays. I also wanted to note that we encourage our customers to purchase package protection to prevent potential delays. Without this protection, there is typically an additional two-week delay due to the claims process with shipping carriers.
As a one-time courtesy, I see that we have already gone ahead and replaced your package. We truly appreciate your feedback, as it helps us continuously improve our response times and the overall customer experience. We are here to support you and are committed to resolving your issue as quickly as possible.
Thank you for your patience.
Warm regards,
Team Lashbox LA
Hi Susan! Thank you for sharing your feedback. I’m really sorry to hear that you were not satisfied with the volume and quality of our product. We strive to provide our customers with high-quality products, and it’s disappointing to learn that we didn’t meet your expectations this time.
Your comments are very important to us, and we’ll be sure to take them into consideration for future improvements. If there’s anything specific you’d like us to address or if you would like further assistance, please don’t hesitate to reach out. We appreciate your input and hope you might give us another chance down the line!
“i made a $200+ purchase and only recieved 4 items that took 2 WEEKS to get to my house, costumer service rep Jazmine SUCKS. shes was not friendly nor compassionate over the matter, instead she wanted to give me 1000 reasons why its not LASHBOXLA's fault and basically its my problem because they 'delivered' my package on time. which was far from the truth. i have done trainings and spent $1000s with this company who cleary doesnt know how to take responsibility or acknowledgement, for these reasons i will no longer be shopping with lashbox la. and i will never recommend them to anyone. POOR SERVICE. and not to mention theyre impossible to get a hold of. just the worst experience ever. i had to demand my items overnight or a full refund, which jazmine instead of just keeping it professional decided to give yet ANOTHER reason why its not their fault. what a horrible representation of this company. DO BETTER !”
Hi Abbie,
Thank you for your feedback! I hope you are doing well. I had the pleasure of assisting you with your order and sincerely apologize if I did not meet your expectations. It is never our intention to cause such disappointment, especially after you have invested so much in our company.
I understand your frustration regarding the delivery timeframe. As you selected free shipping, the delivery fell within the estimated 7-10 business days. While you mentioned FedEx informed you the order was lost, our investigation revealed the order was in transit with a complete scan history.
Regarding the missing items, our warehouse team confirmed that all items were successfully scanned during packing, each verified by its UPC code to ensure accuracy.
Despite this, I wanted to address your concerns and offered a complimentary overnight package for the items you reported missing.
We appreciate your feedback, and while I understand you may feel disheartened, I hope you might consider giving us another chance in the future!
“I was super excited to use the Alchemist glue on my third day using it and nothing comes out. Its practically new and it already has glue stuck inside. I burp my glue before closing them it should have not done this.”
Hi Yadira! Thank you for reaching out and sharing your experience with the Alchemist glue. I'm really sorry to hear that you're having issues, especially after such a short time. It's important to us that our customers have a smooth experience, and we understand how frustrating this situation can be.
We appreciate your practice of burping the glue before closing, as that can help maintain its quality. We're committed to investigating this issue further to improve our products. Your feedback is crucial, and we want to make sure we address any issues you may have. I see that we have emailed you earlier this morning hoping to trouble shoot the issue. Thank you again for your input!
Thank you for contacting us with your concern, as we always consider our customers’ needs the utmost priority! Our team investigated further, and one of our in-house lash educators carefully counted the loose fans in the same 500-count box. We can confirm that the number of loose fans is accurate.
We value your feedback and will certainly investigate further if this issue persists. For now, please be assured that the loose fans have been accounted for. A member of our customer service team will be reaching out to you shortly via email with a visual representation of the accounted lash clusters to see if we may further assist!
Hi Katiana! We are sincerely apologize for the delay on the arrival of your package - please check your inbox as one of our In House Lash Specialists will be contacting you directly to help you.
Hi there! One of our In House Lash Specialists will be reaching out to you directly to help you troubleshoot any issues you may have had with our Lace It Ups! Thank you so much for your feedback!
“I’ve been using many adhesives from LBLA but sadly Alchemist is not it. The retention is not as advertised and the adhesive itself goes bad pretty easy.”
Hi there! Thank you so much for this feedback, we would love replace your bottle of adhesive as it may have been damaged in transit! Please keep an eye out on your inbox as one of our in house lash specialists will be reaching out to you directly to assist in getting you a new bottle!
“I sent a DM through Instagram about my order I mentioned the thickness of .03 feel super thin like a .02 seems like you guys change your way of doing good lashes. Very disappointing”
Hi Laura! Thank you for brining this to our attention! Our .03 fibers remain the same as they always have been, we would love to make this right and send you a replacement tray! One of our lash specialists will be reaching out to you via email to assist in resolving this issue for you!
“Love the products, but recently have had a shipment lost/stolen and still have to pay for it and hasn’t been resolved. Purchased omega glue and new alchemist and can’t even use it.”
Hi! We would absolutely love to help get this resolved for you as soon as possible! Please check your email inbox as we will be reaching promptly to hep assist you in getting your products! Thank you so much!
Hi Tionna! We're really sorry to hear that this adhesive did not meet your needs, and we would be very happy to replace it with one that will! Please check your email inbox for an email from one of our Lash Specialist who will be reaching out promptly to help you get the adhesive you need! Thank you so much for your valuable feedback!
