Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Yukibrows, operated by **** *****, regarding serious hygiene concerns, improper business practices, and the poor quality of service I received during a microblading procedure on Feb 19, ******. **************** Concerns During my session, I observed multiple unsanitary practices:The technician, Yuki, touched her phone with her left hand while wearing a purple glove and continued the procedure without changing gloves.She also handled other objects, including an old recovery card, without sanitizing her hands. When I pointed this out, she denied it, despite me witnessing otherwise.The treatment bed was dirty, the blanket was never changed, and the headrest area was covered with a plastic sheet, which may not have been properly sanitized between clients.Before the procedure, she asked me to hang my coat with everyone else's. I did not want to be rude, so I complied, but this raised further hygiene concerns.She did not apply numbing cream at the start of the procedure but only halfway through, warning me that it would sting.A foaming liquid was washed into my eyes during the session, leading to blurry vision, eye stinging, and swelling.Yuki had a mild cough and was not wearing a mask, further raising hygiene *********** a result, I developed an eye infection and had to seek medical treatment, take medication and eye drop for inflammation and infection, and visit the emergency room. 2. Business Practice Concerns ************** Issues)Yuki charged GST and tips but did not provide a receipt, which is highly unprofessional and raises concerns about whether the business is properly remitting taxes.When I inquired about this, I was met with a dismissive and unprofessional response.3. Poor Microblading Results Despite following aftercare instructions and washing my face with baby soap as advised, the pigment faded almost entirelythe results were barely visible.Requested Resolution I request that Yukibrows:

  Business Response

  Date: 20/03/2025

  Dear ******** H, Better Business Bureau of Mainland B.C

  We have been communicating through email, and Ive noticed several false assumptions about how I operate my business. Id like to focus solely on the facts and and I appreciate having a third party overseeing this matter.
  
  Regarding your concerns about hygiene, a health inspector recently conducted an annual routine inspection on March 5th. Although it was unannounced visit, she was impressed with the level of cleanliness, proper sanitation, and infection control measures in place. 
  I have an official inspection report confirming this, along with my valid business license.
  
  She also reviewed and approved our sanitation procedures for treatment beds, ensuring they are properly sanitized before and after each client.
  *please see attached photos
  
  Im unclear about the origin of the accusation regarding not cleaning the bed or using dirty gloves. There are numerous steps involved behind the scenes, and just because you did not witness the cleaning process firsthand does not mean hygiene protocols were not followed. 
  
  It is unrealistic to expect businesses to sanitize and clean in front of clients at all times.
  
  Based on the photo you provided via email, I didnt see any visible signs of redness, swelling, or infection. However, as I am not a doctor, I asked about your doctors diagnosis. 
  Your response was, I am not required to provide a doctors diagnosis or name, but I expect a refund and for you to cover my medication costs.. 
  I have a record of our email conversation.
  
  Notably, you reported eye symptoms 10 days after your appointment, by which time your eyebrows had already healed perfectly fine. 
  In fact, the document you provided is dated March 1, while your appointment took place on February 19.
  Given this timeline, it is reasonable to question whether my work was the cause of your symptoms. Other factors may have contributed, and the medication you shared does not provide clarity on the source of the issue. 
  *please see attached file
  
  Furthermore, you did not report any eye discomfort during the procedure, despite my regular check-ins throughout the procedure.
  If I actually washed your eyes with foamy liquid like you mentioned (which I never do) it would have been immediately noticeable and uncomfortable. 
  Additionally there were no visible signs of irritation, such as redness or watery eyes. 
  I have immediate post-procedure videos with your eyes open to confirm this.
  Ive reached out multiple times for clarification on this matter, but I have yet to receive a clear response. 
  
  The cleansing solution I use is a standard, widely used product for tattoo procedures, designed to gently clean and sanitize the area. It is highly unlikely to cause an infection.
  
  As we discussed, fading during the healing process is expected to achieve a natural look. 
  A second session is standard at any salon to perfect the final result, and you agreed to this plan.
  
  Additionally, your complaints have shifted from your initial concern about eye discomfort to unrelated accusations, including my standard use of numbing cream, clearing my throat, and falsely claiming that I do not provide receipts despite a digital receipt being available at the time of your transaction, which you declined. 
  
  This pattern of complaints appears more focused on damaging my reputation than addressing a legitimate issue.
  
  I take all feedback seriously and strictly adhere to health inspection guidelines to ensure a safe and professional experience. 
  However, I will not tolerate your false accusations and defamatory claims. I ask that any claim to be fair and based on factual information.
  
  I have all our email correspondence, the official inspection report, photos of my equipment setup and treatment bed, screenshots of your ****** review containing false accusations, as well as images of your eyes immediately after the appointment and the photo you sent me 11 days later. I am fully prepared to present this documentation if necessary.
  

  
  

  Customer Answer

  Date: 21/03/2025

   
  Complaint: 23051605
  
  I am rejecting this response because:

  
  Thank you for your continued assistance in addressing my complaint against Yukibrows. I appreciate the opportunity to clarify my position and provide additional supporting details.
  I want to reiterate that my statements regarding my experience are entirely truthful. I have provided details based on my direct observations during the procedure and the medical symptoms I developed shortly after.
  

  After my visit to Yukibrows, my eyes began to feel stinging, heavy, and blurry. Initially, I tried at-home remedies to relieve the discomfort, but my symptoms persisted. Three days after the procedure, I purchased eye drops to relieve symptoms such as dryness, redness, itching, grittiness, watery eyes, and stinging. Despite using the eye drops, my symptoms did not improve, leading me to seek further medical attention. I have a receipt confirming this purchase, which supports my claim that I experienced ongoing eye issues following the procedure.
  

  While I acknowledge that Yukibrows has provided a recent health inspection report, I believe that my personal experience reflects serious hygiene concerns that were not addressed during my session. Just because an inspection was passed at one point in time does not mean that every single client interaction is handled with the same level of care and sanitation. My concerns remain valid, as I personally witnessed unsanitary practices, including the technician touching her phone and other objects without changing gloves, an unclean treatment bed, and a foaming solution being washed into my eyes.
  

  Furthermore, Yukibrows questioned my request for a refund by claiming that my symptoms only appeared later. However, infections and irritations do not always manifest immediately, and my symptoms developed within a reasonable timeframe following the procedure.
  

  I appreciate the BBB's role in mediating this issue and hope that this complaint leads to an appropriate resolution.
  
  
  Sincerely,
  
  ******** ***