The Lash Empire Spa — Local services in San Ramon

When it comes to companies and customer service, this isn't the place that puts customer satisfaction and customer service as a priority. While certain stylists do a great job, others do not and for the cost the inconsistency is frustrating. Your stylist is fully booked and you have to schedule at 15 days instead of 14 days? Well that's a 3 week fill and if I remember correctly 30$ more. Ask for a break because it's only 1 day past 2 weeks and there are no appts left...too bad, it's a 3 week fill. Today I cancelled my appointments, 1 hr and 20 minutes past the 24 hrs. I just finished a nearly 24 hr straight shift working in the ER and literally just got the chance to call in. Nope, charged 60$ for the appointment because I cancelled (hadn’t confirmed-but now I find out that doesn’t matter), wasn't told this when I called and when I called back I was told I'm an hour too late. This company has 0 customer service skills, becomes argumentative when you had a bad fill experience, has no desire to put the customer first and makes it clear that they only care about the money and not you as a client. I’ve had many many years of customer service experiences and if there is any issue or complaint, they are defensive, argumentative and flat out not helpful.

After reading your response below I am even more certain this review is deserved. Your response is franky completely dishonest. You have NEVER waived a cancellation fee for me. That is flat out just untrue. I have paid full price for a missed appointment at least once and not a single bend on your rules has EVER been extended. Saying that you have waived multiple cancellation fees is flat out a bold faced lie. Secondly, stating I called and cancelled last minute and that your stylist won’t get paid is also completely untrue. I called 23 HOURS ahead of time. The only reason I didn’t call earlier was that I am an emergency doctor and I was beyond slammed and I was supposed to be off work at 9 am from an overnight shift and I didn’t leave work until 1 pm because of how many sick patients needed help. Secondly, I just called to book an appointment and the slot I had is booked so you were able to schedule someone with the ample 23 hrs notice I gave you.

Customer service will get you everywhere and after being a client for as long as I have, when needing to cancel 23 instead of 24 hrs, you should try to take care of your people. That will lead you to having a successful business and loyal clients. You have always been completely inflexible, give not a single inch to your clients (at least me as a client-not an inch!) and you are near or fully booked almost always. I know this because I’ve always had to schedule at least a week in advance, two weeks with my preferred stylist. I am sorry but the 60$ you charged me when you could have shown a level of customer service that is decent is simply not worth the bad reviews it’s lead to. Good customer service will get you everywhere and your “not give a single inch” attitude to your loyal customers is going to lead to the failure...

I came here for a lash extension. I talked to Kelly to book the appointment and she was friendly and accommodating when I had to make last minute changes to my appointment time because of scheduling issues on my end.

I came about 15 minutes early to make sure I had enough time to park and walk to the place (on the outside of the center near Marugame Udon). The place was very clean and they immediately offered me water or tea. I had an appointment with Haylee and we had a quick conversation about what I wanted and what she recommended for my eye shape. We agreed on going more for volume than length and doing a blend of a doll eye and cat eye shape with the extensions. She got to working very quickly and I really enjoyed the comfortable massage chair and nostalgic music (vs the generic spa music). I think it gave the spa a much more relaxed vibe and I enjoyed singing along in my head. The full set took about an 1hr 45min to do because she worked so fast (the appointment was for 2hr 15min). She also was very considerate and paused to let me reposition about every 30 minutes because I'm 6 months pregnant.

Afterward, I thought the lashes came out perfect. As someone who doesn't do lashes too often, they look very natural and gives me just enough va-va-voom for the fancy event that I have to go to this weekend.

I will definitely be coming back whenever I want my...

I discovered The Lash Empire in Danville back in 2017 and was immediately intrigued by the name. After doing some research online, I decided to give it a try. I originally went to Eye Candy Salon, but once my Lash tech moved away, I started looking for a new place. After reading glowing reviews about Gina, I decided to book an appointment with her. I'm so happy I did because she is truly talented and made me feel absolutely beautiful with my new set of lashes. Gina has become my go-to, but since they moved to San Ramon, she's been quite busy. Luckily, I've also seen Rhea and KD, both of whom do a fantastic job. The atmosphere at The Lash Empire is always so relaxing and welcoming - it's like my sanctuary. If you're looking for high-quality lashes and a great experience, I highly...