Cilia Lash & Brow Academy — Attraction in Shaker Heights

Well, I don't normally leave reviews, so when I say the customer service at this place is TERRIBLE, I mean it. I mean, the lack of employee/owner professionalism is on another level. I got a lash lift & tint for my wedding. One of the first things Jaylyn said to me upon arriving was to not have "high expectations" with a lash lift. As a first-time customer and someone who has never had this done before, what's that supposed to mean? When she finished the appointment, I was surprised to see that my lashes had barely lifted. She said to give it until the next day, as they'd likely lift more, so I trusted her, paid, and went on my way. They hadn't changed at all into the next day, and it didn't look like I got a lash lift, so I was upset that I'd just paid $95 for what felt like no reason. I called and got a hold of Amber. She told me that they don't offer refunds, but she assured me that they'd get me in for another appointment to fix them before my wedding. I was texting Jaylyn to arrange this second appointment, then she suddenly ghosted me, and I didn't hear back from her about the appointment.

I reached out again after my wedding and asked for a refund since they failed to get me in again before my wedding. Jaylyn said she doesn't offer refunds, and she said that I actually shouldn't have gotten my lashes lifted right away again anyway (mind you, when I asked her in our initial texts if it was ok to get them lifted right away again, both her and Amber assured me it was safe, yet Jaylyn suddenly changed her opinion later on - likely as an excuse for disregarding my text about a second appointment). Furthermore, she claimed I signed a waiver with a supposed "no refund" policy that she actually never presented to me in the salon - I only signed my name upon paying. I also saw no info on the website nor upon booking my appointment about no refund policies, because I checked this. So she instead offered to give me another appointment, which I declined, as I was disappointed with the service thus far and wasn't interested in anything else besides the lash lift, which I only got for the purpose of my wedding. I asked for a refund again, and at this point, any other good business would have offered that in a situation like this! Jaylyn then said that she would have her ATTORNEY call me (lol - over a lash lift) about the paperwork I'd supposedly signed and her refund policies. Needless to say, I never heard from an attorney (shocker), and she never showed me this paperwork that I "signed", as I'd asked to see.

I was finally given a 50% refund after back and forth calling and texting with both Jaylyn and Amber (who were both rude and unprofessional). SUCH a ridiculous situation over something that could have simply been avoided with good customer service and understanding. Oh, and one more thing - they said more than once that lash lifts work best on people with long, thick eyelashes. I have those, so if that's the case, then why didn't it work on mine?? And I've spoken to others experienced in lashes since this, and they've all said that my lashes would have lifted perfectly if it was done properly. I hope this review can help others be wary and think twice about being customers at this...

I am a person that you would never expect to go and have something like this done. ( I had micro blading and shading done to my eyebrows) I am very minimal. I’m 40, still young, but not getting any younger! However my old mindset of minimal can’t keep up anymore with my aging face. I have been researching getting this done, but thought it was something I would never do. I had a colleague overhear me talking about getting my brows done. Her brows looked amazing so I thought don’t think just do. I pulled the trigger fast and just made the appointment. Meeting Amber for the first time, I could tell how warm and inviting she was. Amber was even cleaning the floors when I got there. A woman after my own heart. We even talked about Shark floor cleaners. In all seriousness, Amber was clean, she was kind, she was confident in a way that was so subtle, but I saw that she owns what she does and she’s good at it! A lovely man came in to clean the windows of her store front and giant mirror, and she talked to him and asked him about his current events. That’s a good person right there. I could tell she pays a lot of attention to detail. She was particular looking back and forth at my eyebrows. In all honesty, I’m still getting used to these brows. Like I said I’m minimal, but I’m glad I did it! Everyone that saw them today loves them. I can only give 4 stars because I can’t give 4.9. I never leave reviews, and I never give five stars because we all have room to get better every day, but I hope that people read this review and can see that it was 5 stars all the way!...

Unfortunately I drove from Detroit to get a lip blush service that was supposed to be for a model special. I had contacted Amber weeks in advance via DM. I was well aware of the price and service time. Yes I did have my number changed that week but I also had my email on file as a method of contact. I arrive at my appointment on time. The moment I walk in Amber asks me am I coming from Detroit. I say “yes” she’s and it will be another 2 hour wait. I was willing to wait because there is no reason for me to come back to Ohio. Really for anybody to come to Ohio but I digress. She said she tried to contact me before hand. I was understanding and left to come back 2 hours later. I went up the street to the mall and then I received an email from Amber (the owner) that said , could you come back another day I will offer the service optionally for free? Then sorry “Im too busy I can’t service you”. I would rather have been told in person than to be sent away just to be cowardly told NO behind the computer. The fact that she knew there was another method of contact to reach out to me (via email) then allowed me to COME HOURS AWAY, just to leave her establishment to avoid an issue is unprofessional. This was by far my absolute worst experience (8 hours wasted) I am also a woman of color who works in beauty and I have never treated anyone like this in my life. All she could do was offer me a refund in a very nonchalant manner. We have got to do better as a people. This was...