Woman Claims Cover Girl Mascara Made Eye Lashes Fall Out

Amy Schavolt believes the mascara ruined her eyelashes when she tried to remove it.
2:20 | 06/06/14

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Transcript for Woman Claims Cover Girl Mascara Made Eye Lashes Fall Out
And one woman's bombshell revelation about cover girl's bombshell mascara. She claims it made her lashes fall out. Linzie Janis has the story. Reporter: Sofia Vergara showing her flashes in this sultry commercial. Big, sexy, bombshell lashes. Reporter: The two-step mascara advertises ten-times more volume on lashes. But for Amy, she says the results were shocking when she tried to remove the makeup. I was using eye makeup remover on a cotton ball. And into my hand was a chunk of lashes. Reporter: She bought the mascara in may. And she had used it a few times before, only having minor difficulty taking off the makeup. But she says this time was different. I was petrified. I stood in the bathroom for a good five minutes and cried. Reporter: There are a number of other customers who have also lashed out against the product online. One writing, it's really hard to get this mascara off completely. Now, in a statement to ABC news, cover girl is addressing these concerns, writing, we've taken steps to more broadly communicate the need to use an oil-based remover with long-lasting mascaras. Cover girl says it's also updating its packaging. And has even posted a tutorial on its youtube page about how to apply and remove the makeup. I'm using regular mineral oil. Going to put it on to my eye. And let it sit for a few moments. Reporter: But for customers, can the loss of lashes be reversed? If this is the first time this has happened, chances are the lashes will grow back. But it will take seven to eight weeks for that to be complete. Reporter: Cover girl gave her a $15 voucher for her inconvenience. Which she says she already spent, but not on mascara. The removal of it that was the issue? Exactly. And full disclosure, that's my mascara. Your lashes look great. I still have my lashes. But you have to use eye makeup remover. Gentle, people.

This transcript has been automatically generated and may not be 100% accurate.

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