Lash Me Brooklyn Heights NYC — Local services in New York

I have been coming to lash me both locations in Brooklyn for about two years now....and let me tell you , that this year lash me has started to suck badly with their service as compared to two years back. I literally had to cancel my appointment I had the other day because I had a severe family emergency situation I had to tend to, and the Manager Crystal who was there at the location of Brooklyn heights day of my appointment, she literally gave me attitude and hung up on me when I tried to call her back to reschedule my appointment for lash refill after explaining to her my family emergency situation which is why I couldn't make the appt. I attempted to call again because that was really oddly random, and extremely unprofessional of her hanging up a call for no reason, but when I tried calling number again, she would pick up and hang up again....so I decided to call the other caroll garden location to book appointment with them, and the girl there tells me the manager Crystal put a note in my file to not make an appointment for me until I pay the late cancellation fee, which I didn't understand why I had to pay when I literally had a emergency family situation that I had to tend to....but apparently The manager Crystal didn't care about none of that , and she was too money hungry to get the cancellation fee from me, that she ended up telling the receptionist to not take my calls at all, until I pay the cancellation fee...this is absurd as I never once experienced this before with the other manager, but this Crystal person needs a reality check because this is not how you run your business by being money hungry to point you do not have no empathy for someone going through a emergency family situation, like literally she has no care- disrespectfully hanging up the phone when I was explaining to her my emergency situation, and she literally told the receptionist at Brooklyn heights location to not pick up my calls....hence I had to call caroll garden location that day to ask that receptionist like what's going on, as I was highly confused by the unprofessional extremely rude behavior by the manager Crystal. Like I didn't ever experience this from other Manager Frenda, who has always been nice, respectful, and a great person overall....but like this Crystal person needs to come down from whatever pedestal she has mentally placed herself on because frankly speaking, she's not doing a good job at running this business and losing clients like with unwanted...I also noticed that even all the great lash techs like Chanel for example, have quit working with this lash company this year, which I was shocked by because like I had 4 past lash techs from 2022 year, that were all great , my to go people to get my lashes fixed....but literally these all 4 lash techs quit on Crystal and like that was extremely saddening for me because they those lash techs that quit were so great at doing lashes , and now there all these new lash techs working, which is Okay but I wish the others have not left. Who knows when these new lash techs end up leaving too. The manager Crystal (of both locations), has drastically changed even the pricing, INCREASED all the prices for everything, like for example Crystal she decided to put in a 35$ lash removal fee to REMOVE their OWN lashes each time you wanna do refill, they OVERCHARGE purposely now with 35$ lash removal which is bizarre because this just further proves my point that the manager Crystal has no idea on how run the business in a reasonable way that also satisfies the clients....shes only focused on her money, which I understand we all need money, but c'mon have some empathy for clients like especially like when they cancel because of family emergency situation & Crystal literally rudely all she says is to pay up the fee or else I won't get future lash appointments. This was so messed up of her, like in this day and age, people should learn to have some humanity here, because you also need that to successfully run a business for...

I do not recommend this place. Do not book here.

I went in to get a lash fix because my lashes literally came out the day it got done( two came out as I walked out the salon but I didn’t feel like going back because “it was only two”. Well as the week went on, a lot more came out so that helped me decide that I want to get a fix. Lashes are over $100 here so why would I settle for missing lashes so soon.

The woman who did the lashes was Lin. I was also booked for a fix with Lin. I wanted to protest her fixing my lashes because she’s the one who did them initially but I just left it alone thinking she was the only one available that day. I get there and she looks at my lashes before telling me to lay on the bed.

Her approach to lashes is a bit different then what I’ve experienced in the past. Let me start by saying, I do have sensitive eyes and closing my eyes for long periods of time is not the most comfortable for me. I’ve gotten somewhat used to it but it’s still not my favorite experience in the world. Those who can nap during their session are lucky but I find those beds to be stiff and not comfy but I digress.

Lin kept huffing and puffing when I would open my eyes BEFORE she even put the freaking turning the light on to get started. The way she taped my eyes was a bit uncomfortable and I guess I should’ve told her this but I just thought it was her approach and tried to bare with it. This uncomfortable feeling made my eye slightly twitch. Lin did not ask me if I was okay, she just kept sucking her teeth and groaning.

To add to this, she kept PINCHING my lashes MULTIPLE times. I said “ouch” 4-5 times and she didn’t stop and barely acknowledged this. This pinching hurt a lot and I’ve never experienced this before. Also as she was applying the glue I felt my eyes burning even thought I never opened them during the application process. This happened the first time she did them too, but I thought it was fluke and didn’t say anything. The only time she opened her mouth was to LOUDLY talk to her coworker. I had to turn my music up loudly. This has not happened with any other lash tech.

Once she was done but eyes were burning bad. Which again, never experienced this with any other lash tech here. She asked if they were ok I said “They hurt” she said “hurt?” I said “Yes…they are burning” my eyes legit kept tearing up so she had to use the fan. After awhile I said I was good even though one eye was slightly burning but wanted to get out of there.

Now if you made it this far , congratulations. This part is the whole reason I wrote this review.

I get to the front desk to talk to another lady. Here is how the conversation goes:

FD: “How was your experience?” Me: “It was…” -sees Lin walk behind the front desk to hear our conversation. “..painful” FD: “Oh no! What happened?”

Lin becomes aggravated by this and rudely tells the front desk lady what had transpired. This lady did not even fix her mouth to say “sorry” or acknowledge what I said which is not only trifling but horrible customer service.

So Lin says, according to the front desk lady “since my eyes were shaking, glue probably got in them causing the burning(something along those lines” and I continued to try to talk but Lin keeps talking aggressively and then storms off after I said “I want someone else to do my lashes next time. I do not want Lin”

The problem is, if you see a client eyes twitching, why did you continue to apply the lashes without trying to make them feel comfortable or ask about their wellbeing? When you get your lashes done, you are in a vulnerable state. You cannot open you eyes. The lash tech has full control.

After this whole debacle, I realized this place was not for me. I never had a rude experience with any other technician but I will say that these people do what they went. I showed people the exact style, the exact length and type of lash that I wanted and it came out nothing like the picture. This happened multiple times with other people. For the price you pay,...

To preface this, I prefer to keep a low online profile, so for me to write this, it was a big deal. I messaged in private but haven't heard back for a few days. Had they responded in a timely manner, refunded me, and acknowledged my concerns, I would not have posted this review. In short, I’ve always been satisfied with their extensions (have been ~5 times, so have probably spent $1000+ here), but I recently had a very unsafe lash removal that led to my loss of trust. I recommend other customers to ask for safety protocols to be communicated prior to lash removal. This is not the same thing as getting your nails or hair done, which can grow back. Your eyes can't.

For the long version: For the positives, I first visited them before they expanded & the diligence/precision set them apart. Frenda explained she was an apprentice for 1 year before she was allowed to work on actual people, Winnie gave me one of my favorite sets & Yangla was honest about how many extensions my lashes could support. I prefer a fresh set instead of refills so I historically just let the lashes grow/fall out. The lashes also lasted a long time, about 4 weeks before looking rough.

My last extension set with Yangla was a removal (my first) & fresh set. That removal session was normal & unmemorable.

After that, I decided to take a break & get a removal after ~3 weeks. I don't remember the tech's name, but I also don't fully blame her as it is also the responsibility of mgmt. It started off normally & I felt some warmth on my eyes, but then it started stinging. I was unsure whether to say anything. I noticed the tech lifting my lids slightly even though she told me to keep them shut. There was once where she lifted my right eyelid a bit more & that’s when the remover seeped into my eye. It felt like hot sauce going into my eye & obviously then I said something. She used wet cotton pads to try to wipe it off & blew a fan on my eyes, but it was so painful & I had to go rinse my eyes in the sink. That got rid of the stinging & luckily my eye wasn’t red, but it felt sensitive. She offered me eye drops, but that was it. When I checked out, the front mgr. at the desk didn’t say anything, even though I was saying what was happening out loud the entire time because it was so painful. I didn’t want to make a fuss because there were other techs working & I did not want to make them lose their focus.

My three suggestions for the studio: (1) Reconsider their lash remover solution, potentially considering one with a thicker viscosity & lower risk of seeping into eyes. (2) Do not let inexperienced techs work on clients, even if it’s just a removal. I’m sure they'd argue that the tech was trained, but I doubt an experienced tech would have let this happen (& it did not happen with Yangla). Again, this is not nails or hair. A mistake can be devastating to someone’s eyes. (3) Communicate safety protocols before the removal service. Explain what's normal (a little bit of warmth) vs. abnormal (stinging, pain) & what to do in case of pain. After reflecting, I’m shocked that the tech tried to fix it by placing wet cotton pads on my eyelids & keeping them there & blowing on them with a fan, when it seeped INTO my eye. If a chemical seeps into eyes, there is a risk of chemical burn & the first step should be flushing eyes in a sink. Placing a wet cotton pad on the eyes does not do anything. I feel the situation could've been a lot more dire had I not spoken up for myself when I did. It was also not cool that the front desk mgr. didn’t acknowledge what happened.

I think this studio has fallen victim to the curse of success. At the rate they’ve grown, they’ve let quality suffer. If I were a new customer, I would trust them for lash extensions, but I wouldn't trust them for lash removal. I hope they can learn from this and do right by their customers...