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:02/12/2022

  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 ordered a hair topper for an event, I chose expedited 3-5 day shipping and paid an extra $24 and some change. I received an email later stating that that wig is unavailable so I chose I different length within my budget. Nearly theee weeks later I questioned chiquel as to where my order was and they stated it wasn’t shipped out yet because they test it first. I asked to cancel the order then because it wouldn’t arrive on time. They stated that it was already shipped out. Then I received an email three days later that it shipped out so that was a lie. When I received the product, it was lighter than shown with no tags attached and the quality was not as expected. Since there’s no tags I can’t even resell it for the same price I paid for it. I would like to send it back for a full refund but they’ll only give me an in-store credit.

  Business Response

  Date: 16/01/2023

  Client is not telling the truth unfortunately, but luckily we have all the email threads to shine some light on this situation.  

  Client purchased a piece which was not in stock, and was labeled 'pre-order'. So we notified the client and then gave a recommendation of an item in stock. Client then wrote back deciding to go with the item that was available to then we started routine quality control and had the item out within our proposed Timeframe. Client was upset saying that it does not say that anywhere on the website, when it actually says that on every single page along with our return policy. 

  The client decided not to read but to expect an accommodation as per their deadline before asking if it was going to be possible. We then explained to the client when it would arrive and also told the client we would be happy to refund the expedited shipping fee which we did as it did not meet their specified time frame. As seen in the email which I can provide furthermore, the client is content with our actions.

  The client then received the wig, and decided they did not like it for several reasons. One of which is simply untrue as is every single item in our warehouse arrives with tags, one of the reasons we know this for a fact is because each item has to be scanned out of the warehouse in order for it to be accounted for. Regardless of this we immediately offered a return and to provide the client a store credit, as per our return policy, because the client purchased their item on a promotional offer. 

  The client either decided not to read our return policy before purchasing or simply decided they could ignore it and demand as they wish. In the end we decided it was best not to argue with this client and accepted to allow the full refund once the item was returned. As soon as it was returned the client was refunded in full.

  This is a simple case of a client not getting what they want , so lashing out is the simple thing to do. Going to the BBB with this type of issue is something we cannot understand. ** **** ***** ****** ** ********* ** ******* *** ******** **** *********** ******* ****** ********* * *********** *** ******* *** ******** *** ** ** ******* *** ******** **** **** **** ** **********

  The worst part is we did our very best to accommodate the client to only find ourselves writing to the BBB explaining our side of the story...

   

  Customer Answer

  Date: 17/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1) Im not lying - there were no tags on the wig (Chiquel confirmed in email that they did not think I was lying about this and I still have all emails to prove this) 

  2) I did not receive a full refund, I received a refund minus a 25% restocking fee

  3) their refund policy and shipping information is NOT written on every page and I took screen shots to prove this 

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

  Business Response

  Date: 25/01/2023

  In rebuttal to her response:

  
  

  1) Im not lying - there were no tags on the wig (Chiquel confirmed in email that they did not think I was lying about this and I still have all emails to prove this)

  
  

  We confirmed that we cannot go around calling people liars but we know for a fact that every item that an item is shipped has tags as they are scanned to leave the warehouse , that is what we said.

  
  

  2) I did not receive a full refund, I received a refund minus a 25% restocking fee

  
  

  Another stretch or lie , however you’d like to call it. We charged a 10% restocking fee and can show the transaction processed. 

  
  

  3) their refund policy and shipping information is NOT written on every page and I took screen shots to prove this

  
  

  Once again another stretch or lie. Our refund and shipping policy is located on every page of the website, found at the bottom of every page.

  
  

  
  

  Customer Answer

  Date: 25/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  1) tags were missing 
  2) 10% restocking fee means you made $61.10 off of a cues timer for sending a product that was used and returned (no tags) 
  3) the refund policy is not at the bottom of every page, the link to get to the terms of conditions are.  

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

  Business Response

  Date: 27/01/2023

  Now the client is retracting their statement about us taking 25%... Bu now trying to ask why we take 10%?

  As well another fib of the clients stating our refund policy is not at the bottom of each page... Well this is the bottom of every single chiquel page:

  TERMS & CONDITIONS

  Order, Shipping & Promotion Terms
  Refund & Credit Terms
  Terms & Policies
  Make a Return
  Price Match Guarantee

  This would clearly show a link on every page to our Refund & Credit terms. If the client decided not to read them, then they did not do their due dilligence.

  We have spent far too much time on a situation where a client is grasping at straws...

  ****** ***** **** ***** ** **** ***** ***** *** ******* *******

  Customer Answer

  Date: 31/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Chiquel first said they didn’t call me a liar regarding the tags and now saying “another fib” I’m not grasping at straws because I’ve already gotten as much of a refund that Chiquel determined was “fair”. ** ********* ** ** **** ***** ********* ********* ** **** ** ******** ******** **** ******** *** ** ******** ***** *** ** ****** ****  

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