Advice please - eyebrow burn

[SarahB245]

Hi geeks! Was hoping for some advice, I recently did an eyebrow wax on one of my regular clients, he has never had a problem before however shortly after the treatment he text me telling me his eyes were on fire and burning like mad I advised him to rinse them with cold water and to keep them as clean as possible and to apply an aloe Vera lotion to the area, I also told him I would give him an sos cream to help soothe the area - however he never came in to the shop to collect the cream. After further texts I asked him if he had any swelling to the area which he said he had so I advised he may of had a reaction to the product and would need to take an anti histamine.

I have just received another message from him stating that he had been to the doctors and his eyes have been badly burnt and he would be left scarred. I am mortified and really upset! I have been waxing for 5/6 years and have never had a problem before, the wax was at the correct temperature, the skin was clean and well stretched, I only applied the wax once to the area and the rest of the hairs were removed with tweezers! He also came to the appointments with two others who also had an eyebrow wax and are absolutely fine. I am very upset about the situation, I cannot see how this has happened an I'm scared he will take further action and Sue, has anybody else been in this situation? And how would you handle it?

 

[krum]

Did you test the wax on his wrist first to check his skin was ok with the temperature?
Also is he diabetic? That can sometimes mean people don't feel the heat correctly.
Some people are just sensitive skinned. I get flaking and soreness on my brows no matter how cool the wax!
Have you changed wax brands? If he's a regular he may have done something different himself and not told you. Don't feel bad you did everything correctly!

 

[Gina Ballerina]

Was the skin 'burnt' everywhere the wax was applied?
Was it the same temp for everyone? Did you check the temp on yourself?
It could be that it was a skin graze rather than burn, it should go a little dry and then be fine.
It's not great, but it happens.
It can be from not pulling the skin taught enough or because the client has had recent sun/heat exposure, dehydrated or damaged skin in the area.
Have thy used a product with retinol or an exfoliating product.

You should either get him in and have a look or maybe go to him. You've put the effort in then and you'll Prob see it's not as bad as you think.
Say you're sorry about the situation and I'd like to give you xyz.

 

[Moo Moo]

Which sort of wax did you use strip or hot wax. I had this happen to me with strip wax years ago and I changed to hot wax and touch wood all has been fine since. It probably wasn't a burn like Gina Ballerina said it was most likely a skin graze and it will go. Surely if it had been a "bad burn" he would have leapt off your couch in pain when you put the wax on.

 

[hayleyp]

Some people are just sensitive or have weak skin. When I wax my moms eyebrows he skin burns in the same place every time regardless of what I do. I wouldn't worry too much about it you didn't do anything wrong.

 

[RED STAR]

Agree with previous comment, some people just have a sensitive skin that's prone to react.
I always apply a little oil first, stops the wax 'sticking' to the skin.

 

[kamikate]

Hi Sarah, exactly the same thing happened to me. A regular client had never had problems with brow wax. One v cold night, she had her treatment, went out into the cold night, rang me the next day to say her brows were on fire. She had put various topicals on it. I gave her some sudocreme to help calm it down, but she didn't use it. She then went to her doctor to get a confirmation that I'd burnt her skin and got a written letter and said she would sue me. I cried! Then I called my insurance company and cried more! The insurance (ABT) checked over all the things I'd said, as per the advice of other geeks here. My client had applied several creams on it, so she had worsened the probl herself, she did not apply the cream I gave her and lastly, it was almost certainly a reaction to the creams rather than burning from the wax.

Like you, I had checked the wax temperature, stretched skin etc. At the time of treatment, she had not complained about the heat of wax because it was the same as always. ABT told me if she wanted to sue, she had to get a letter from her solicitor and make contact with ABT. When I told her this, she did not pursue as it would have cost her money to start off the proceedings. I really hope it goes well for you, I know it's v scary.

 

[squidgernetball]

This will definitely be a graze not a burn. When we apply wax, occasionally a client will say "that feels a bit hot" however careful we are with testing but I have had wax put on me from a faulty wax pot and it was searingly hot. We knew not to remove the strip as it would do more damage. It was agony.

Grazing can occur for many reasons, some as simple as rushing for the appointment and the skin gets warm and more vulnerable. I've had it happen if a client showers shortly before her appointment etc.

We have many clients on environ,a vitamin A based skincare, who can't have their brows waxed as it removes the skin.

Good luck

Vic x