Hello Heather. i would like to explain all of this situation and make i it clear once again as i did privately. Regarding to your complaint about bad retention...if you would let us know about quick lash shedding up to 5 days than we would invite you for complimentary refill,unfortunately you have told us after 2 weeks that your all lashes fell out.im sorry but 2 weeks after is bit too long as there is too many different factors which can affect rettention, and especially that we do refifils every 2-3 weeks. I wanted to make you happy anyway so i have offered you full set of lashes in the price of refill on the 18th ,its not our fault that you came 30 minutes late for your appointment (i didnt changed your app, thats why we have online system so every of our clients is getting reminder day before with information what time is your app) Lena did her very best to make the fullest lashes as she could for you im sorry to say that but i dont think so we did anything bad , as we have tried to sort it out the problem . Best regards Angie