VIBE MEDSPA | Anti-Aging Facials, Waxing, Lash Extensions | Austin Texas — Local services in Austin

LIKES: the dark atmosphere and the friendly experience I had with the pro who did my facial. I’ve almost never had a facial before and never had a hydrodermabrasion, so I have nothing to really compare to give a more thorough review of my facial. I did get lots of tips and feedback about my skincare routine and it was nice to bounce that off of someone and revise my lil spreadsheet. (Thanks!) DISLIKES: the uncomfortable experience I had after purchasing a skincare product from the little shop space. I realized when I got home that 1) I had plenty of that product type already in my stash, and 2) I’d rather use brands that I’m familiar with than this unknown product. So I called to ask about returning it. The receptionist was unsure, asked someone about it, and then told me it was fine to bring back as long as it was still unopened. Great. It’s a decent drive to get there and I had something come up, so instead of driving all the way back that same day (Thursday) like I was originally planning, I stopped by on my way out of town Saturday morning. I had delayed my departure so that I could be at the spa as soon as they opened, just to then be told that I couldn’t return this product. That they have a 48 hour return window… It seemed to me their policy was being made up as they went, because this receptionist didn’t have an answer on hand when I called and asked, and she had not mentioned any sort of time constraint when she came back with an answer. So, I politely asked if an exception could be made because I wasn’t told this and would’ve worked it out had the 48hrs been mentioned. She said she would call the owner later to ask and then contact me. Which…made no sense, as that would then knowingly delay the return until Monday when I was next in town. Why would 48 hours matter so much, but then adding a few more days be possibly okay? It felt a lot like she was trying to place sole blame on me for this lapse in communication of the policy because I wasn’t reachable by phone, and she took no ownership over the fact that when I called and asked about this, I was not told anything of this important detail. I kindly accepted the situation (even though her behavior and semi-subtle blaming made me pretty uncomfortable) and left, awaiting her call with an answer if I could come back yet again in a few days. I never heard back and decided to avoid the place forever because the more I’ve about it, the more uncomfortable I’ve felt about the situation and behavior and lack of a clear return policy and communication of it. I’ll just use this $42 product on my body (since I’m not comfortable enough to use it on my face), hopefully it’s decent; and I’ll not return to this spa. +2 stars because I at least had a good facial experience. But -3 stars because I dont find that behavior or lack of clear communication to be okay. (Had I been able to return this product, or at least had this policy been stated when I asked or when I purchased, my experience would’ve been positive and I’d likely return)

[Side note: they open at 11am on Saturday, NOT 10am like Google Maps currently displays]

EDIT: the response to my review is inaccurate - I was not informed of any time restraint whatsoever. I was told I could return the product as long as it was unopened, period. I politely then said I’d be in “later today” AFTER I was told I could make this return, out of a simple courtesy - I wasn’t told I had to. There was no “okay, good, because you have to come today or tomorrow.” When I returned to the spa Saturday, I had no reason to believe I couldn’t return it like I had been told I could. End of story. I personally would never inform a customer of something and then have them come back to my establishment and turn them away and blame them. I would take the product back like I said I would and own that I did not explain the conditions properly. Subtracted another star for the inaccurate (/basically a lie) response from...

15 years ago I first started going to Heather for facials as often as I could schedule them, I even took my mom occasionally. When the pandemic hit in 2020, I took a break from in-person services and just used the products she sold. Since then I've had babies and haven't found the time for in-person services, so I just bought the products.

After an interaction with Heather today regarding a $300 gift card my husband purchased from her website, I will no longer be going here because of the lack of customer service, especially to a 15 year loyal customer, I’m in disbelief & so disappointed.

My husband paid $300 online for a gift card & apparently his selection was "in-service" not knowing what anything means. I just use the Rhonda Allison skincare products & cannot make the time for in-person services during this season of life & Heather would not allow me to use the $300 for products instead. She smirked and blamed her computer system saying that she couldn’t let me purchase any products with the amount & also said she couldn't refund my husband so he could purchase "the right" gift card option. Being a long time customer who has regularly paid & tipped Heather I couldn't believe she wouldn't make things right. She finally told me to just take the 3 products I was trying to purchase & that she would "eat the cost" when she already got $300 from the gift card transaction from my husband (that's NOT "eating the cost"). I couldn't even believe she spoke to me the way she did as such a loyal customer.

Heather - you can keep the remaining amount (the nearly $150 difference from what my husband paid through your website and the 3 products you "allowed" me to have). I was always a loyal customer to you and recommended your spa to all my friends, but after this experience I CANNOT recommend your spa to others. I'll buy my products online through other channels and will eventually get services done with Westlake Dermatology.

I can't express how disappointed I am, but I still wish you the best. Good luck.

Responding to owner there’s always 2 sides to a story, and you’re obviously upset I wrote a negative review about the experience. It’s simply not true that I “hand picked products after berating the receptionist.” I picked 3 products to get with the gift card before even being told that the credit could only be used on services. I never berated the receptionist (you weren’t there when she spoke to me). Also, when you did become available, just because I asked you “how can we fix this?” or “what can you do?” doesn’t mean I’m being aggressive. Maybe the voucher could have been voided, something could have been done to fix the mistake.

Was I upset? Definitely. I also disagree that I caused a scene. You must be upset that that I’m documenting the experience here. The only 3 people involved in this interaction were you Heather, me, and the receptionist (who obviously only told you her side of the story before I even saw you). I felt incredibly mistreated and realized that the established 15 year long history as a regular loyal customer was not important to you. There was no desire to fix the issue or make things better, I was even more disappointed because I knew how loyal I was to you.

I don’t understand how there is a “financial hit” either because you got $300 directly into your company from my husband’s payment online and the products you allowed me to have were only half of this amount so you’re getting to keep the rest of the money for nothing (no products, no service). If anything, WE ARE taking the financial hit of paying for nothing. It’s basic math.

I’m not the type of person to write bad reviews, but I’m in disbelief as to how I was treated and I feel like others deserve to know what could happen to them even if they’ve been a regular well paying customer for 15...

I first saw Maranda to fix a poorly done lash lift. The spa was communicative in how best to prepare, and Maranda did a great job getting my lashes to manageable, rather than embarrassing. It wasn't what I'd hoped for in a lash lift, but it was so much better than it was before.

However, I was told that if I waited 9 weeks, I could book an appointment for another lash lift prior to an upcoming trip & wedding, and the lash lift would be what I was seeking: the look that is depicted in positive reviews and on Instagram. I was hopeful that this would work, so I was willing to be patient and to try.

I lived with the awkward growth and uneven, sparse-looking lashes (since mine grow in entirely straight & pointing downward) and waited the full 9 weeks. I purchased expensive Revitalash, and used it diligently along with castor oil. I brushed my lashes with a clean spoolie after showering, and even purchased a cupped eye mask to minimize crushing while side-sleeping.

I was doing whatever it took, SO hopeful that I'd finally be able to look glamorous again right before my first international trip in years, during which I'd finally be meeting my boyfriend's family in person, with a wedding on top.

After the 9-week wait, I got the second lash lift, saw my lashes and was immediately disappointed. I had visible gaps, since chunks of lashes weren't curled at all, and the entire right corner wasn't lifted in the slightest. Maranda acknowledged the new growth, but I can see entire chunks of full-length lashes that just weren't curled. The tips of other lashes were curled, but fried after all of the treatments. I looked just as grown-out, uneven and messy as I did when I walked in. No worse, but certainly no better. And worse, I couldn't cry about it, since you can't get them wet for 24 hours, for fear of messing them up further.

I waited, showered about 40 hours later, and brushed them with a spoolie. Chunks of glue were stuck in my lashes and even more lashes fell out. So my lashes are now partially straight, partially frizzed and even more sparse-looking than they were before I went back in. Even my boyfriend, who couldn't care less about lashes, said I looked like the "before" photo instead of the "after" a lash lift photo.

I asked directly what could be done. The answer: nothing. The lift can't be fixed, for fear of further damage to the lashes at this point. I can't get extensions for the same reason. I can't curl my lashes to even them out, not even with a heated lash wand. If anyone knows of a false lash set that isn't damaging, looks natural and is easy to figure out for someone who hasn’t worn falsies since high school plays, please let me know. I'm desperate to at least feel normal, much less beautiful on this trip at this point.

What did the salon do in response to my poor experience? Nothing. The recommendation: wait 3-4 MONTHS and the good news is that your pre-lift lashes will grow back.

I was already 9 weeks into growing my lashes back before I went to the salon! I could've waited just a few more weeks, and looked just as bad as I do now. Instead, I have to wait far MORE time to be able to simply curl my lashes again.

Net net: I cannot in good faith recommend this experience to anyone. Save your lashes,...