Not the best customer service
I ordered glue with 2 day shipping because I had an emergency and needed it fast. It wasn’t delivered for a week and a half later. I understand that it isn’t the suppliers fault but they wouldnt send a replacement until I opened a case with UPS . Which caused further delay. They weren’t very helpful at all or overly friendly in emails. I have purchased from this company since the beginning of my lash career and don’t think I’ll buy from again.
Svar från Lash Affair
Hi Brenda,
Thanks for taking the time to write. I want to lay out what actually happened so anyone reading this sees the full picture.
You placed the order Thursday 4/24 at 12:34 PM. We had it picked, packed, and tendered to UPS at 2:15 PM the same day. That's 1 hour and 41 minutes from your click to our dock, and UPS scanned the package in at 8 PM that night. Once it leaves our hands, we're watching the carrier the same way you are.
UPS attempted delivery on 4/27 and something went sideways with the driver. That's not something we can see or fix in real time.
You first reached out Tuesday 4/29 at 8:30 AM. We replied at 2:09 PM the same day. On Saturday 5/2 at 12:43 PM you wrote again to say the package still hadn't shown. We answered that same Saturday at 8:09 PM and overnighted a full replacement on us, despite the carrier exception not being ours to own. You confirmed on 5/5 that the original eventually arrived, and the replacement landed one day after we sent it.
To recap from our side: shipped in under two hours, answered every email same-day including Saturday night, and put a free overnight replacement in your hands within 24 hours of agreeing to send one.
You're right that our standard process asks for the carrier to acknowledge the exception before we ship a replacement. On a time-sensitive order, that step adds friction we're going to look at. Fair point, and noted.
We've been doing this since 2014 because of artists who give us a shot. If you ever want to try us again, we'll be here.
Jenelle
Lash Affair
