On October 29, a disgruntled customer, Liz Ho, took to Facebook to rant about her experience with nxlashessg.

In her Facebook post, Ho said that she was late for her eyelash extension appointment, and the beautician at the store rudely made her reschedule.

Late for appointment

According to Ho's post, this is a summary of what happened to her:

• Ho booked a 4.30pm appointment with nxlashessg to do eyelash extensions, and was made to give a S$20 deposit to confirm her slot.
• Due to prior appointments with her clients, Ho "quickly rushed to take the MRT from Tanjong Pagar to Pioneer" and told the beautician that she would be late.
• The beautician told her that she was only able to wait for 10 minutes. Ho said she did not receive any message prior to the appointment regarding a grace period.
• At 4.40pm, she was still on the way to Pioneer MRT (where the shop was).
• At 4.42pm, the beautician reminded her that the latest she can wait until is 4.40pm.
• At 4.44pm, Ho said she was "reaching" and asked if she could for a "few minutes".
• At 4.47pm, the beautician sent her a message saying her deposit will not be refunded.

This is Ho's post:

Beautician responds

On October 30, one day after the incident, the owner of nxlashessg, known on Facebook as Narelle Jiahui, shared her side of the story.

Narelle wrote that there is a grace period of 15 minutes for appointments and hence, Ho should have reached the store at 4.45pm.

However, she also clarified the reason behind only being able to wait until 4.40pm (10 minutes past the appointment time):

"I told her I'm only able to wait for her till 4.40pm as she informed me the day before that she will be coming with eye make up and I needed time to remove + (I don't know if she required removal of lashes anot[sic]) and she requested to do the Most Volume lashes which will need more time. Resulting in delaying other customers behind."

Narelle also said that she offered to reschedule the appointment as she understands "we can never expect last minute situations to happen".

Full chat conversation

Narelle's Facebook post also included screenshots of the entire conversation she had with Ho.

The screenshots show their exchanges from the day before and the day of the appointment itself:

Reason behind strict grace period

Narelle explained that "all customers are important to [her]" and urged others to think about how it feels when a "customer is late and clients behind [sic] have to be delayed".

"I myself wouldn't like it if I were to be punctual for my appointment but still have to wait just because the previous client is late and the beautician chose to earn her money. It is unfair to the rest and unethical...

Only business owners will understand how it feels like when customer is late and clients behind have to be delayed."

She also shared some Instagram stories explaining the background to the 15 minute grace period policy:

In her post, Narelle suggested that customers should do walk-in sessions at other salons instead if their schedule does not allow them to keep to strict appointment timings:

"If she's too busy and unable to commit to a scheduled time, it will be recommended to walk in to salons which doesn't require any appointment or she can book the latest timing which accommodates to her after time after work. Its very unfair for service providers who are providing service at home as we are working on back to back appointment basis to earn a living."

This is Narelle's full post:

Top photo via Narelle Jiahui & Liz Ho's Facebook post.

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