Complaints

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• Initial Complaint

  Date:08/02/2024

  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 purchased two sets of hair extensions on February 1st for $2550 plus $20 in shipping, and received them on February 5th. I tried them on and they didn't fit, so I navigated to the "returns" section of the Madison Hair Collection, and entered my information. The automated workflow for refund requests showed me that I would be receiving the full amount of $2,550 back, so I agreed. I was then told there would be a 12% restock fee. This fee did not show when I confirmed my refund. This is a fraudulent business practice to not reflect the fee when I submit the request, and then tell me "oh it's in the policy". This is scummy behavior, and they refuse to refund the full amount. The fee is over $300, it's insane that they think it is OK to tell me there are no fees and then charge over 300. Plus I had to pay 70 for return shipping.

  Business Response

  Date: 08/02/2024

  Hi!

  I have spoken with this customer numbers times about this situation. No where on our website or workflow does it say that we offer FREE returns. Our standard return policy has always been and is currently 12% for the category of products she purchased. 

  When she first came to me with this complaint, I asked her to show me where it says that it's free in the process and she was unable to demonstrate proof of such. I directed her to our return policy on the website, which is always up for everyone to view that states our restock fee. As a customer, it is her responsibility to understand the return policy prior to purchasing so she fully knows how returns will be handled and fees of such.

  Nevertheless, she was noticeably upset and swearing at me via email. She said that "the only reason she went through with the return was because she saw there was no fees". So I offered to mail her the pieces back (at my own expense) and that way she won't have to pay the fee. She refused and said she still wanted to return the pieces. 

  Our restock fees help keep purchase prices lower for customers by covering expenses that we do not recover when returns are made (payment processor fees, shipping costs to the customer and from our return center to me in Canada, packing costs, preparing the pieces back for sale, and so on). If they were not in place, we would need to estimate the costs of this, add that to our products and prices would be substantially higher. All our customers need to pay the restock fee upon returning pieces. Had I waived this fee for her simply because she was disgruntled and didn't read the return policy prior to purchasing, it would not be fair to all the other customers who have paid the fees. No one wants to pay the fees - I get it, but this is industry standard and most understand why they are there. Our website clearly indicates the fees that are in effect.

   

  Customer Answer

  Date: 08/02/2024

  
  
  Complaint: 21262108
  
  
  
  I am rejecting this response because: the business did not allow me to go back through the flow to show her exactly where the bug was that said I would get my return with $0.00 in fees. I explained to her where it was, and told her how i could get to it again, and she ignored me and did not allow me to do it. I would be happy to show her where the bug was if she listened to me and gave me the opportunity. 

  She is being dishonest and deceitful, and even if she did let me repeat the steps to show where the issue was, she probably found the bug and fixed it. 

  I saw 0.00 in fees, and I agreed to it. This business practice of lying about a bug in her system, not allowing me to show her where it is, and just saying "it's in the policy" is unacceptable. Her system was broken and she will not let me prove it.

  She needs to make this right. Fix her system and give me the refund that I agreed to in the flow.

  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 09/02/2024

  I cannot allow her to go back through the 'flow' once it has already been done once. The system doesn't just undo a return request like that. This customer is completely ignoring the fact that as a customer purchasing a product, it is her responsibility to know what the return policy is and if there are any fees involved. Our restock fees are clearly stated on our website, visible before, during, and after a purchase. She could have also emailed us to confirm about this prior to purchasing if she needed clarification.

  As I mentioned, I also offered to send the product back to her so she could avoid the fee. She did not want to do that.

  If where she saw the 0.00 fee as she claims she did in the return flow, this happens AFTER her purchase is made. 

  Why didn't she check the return policy prior to purchasing? She has failed to answer this question as well. No where on my website does it say there is a free return. 

  I have had no other complaints from other customers seeing a 0.00 fee and then having to pay our restock fee.

  Customer Answer

  Date: 12/02/2024

  
  
  Complaint: 21262108
  
  
  
  I am rejecting this response because they are refusing to acknowledge that they misinformed me during the refund flow, and refusing to give me the opportunity to prove it. 

  Their policy needs to align with their automated system. They keep referring to their refund policy, but the policy doesn't matter when their system is broken and says something completely different. Any other business would realize it was their fault for misinformation during the automated flow, fix the issue, and make it right with the customer. 

  This business is fraudulent, inconsistent, and scammy. We can go back and forth about the policy, but this isn't about the policy, this is about the broken automated system where I agreed to $0.00 in fees. Make it right.

  I think I need to take legal action against this business, this is ridiculous. 

  
  Sincerely,
  
  
  
  ******* ******