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:03/04/2023

  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.

  On March 17, 2023, I had a consultation with Mazel P. of Hair a la Mode and agreed to purchase a full lace ash blonde wig for $2200 + HST and a matching 7x7 inch topper for ($1800 - $200 trade in credit) + HST. They were only suppoed to add a pocket to the ash blonde wig (no other colour, cap, hair exchange, etc from original wig). The cashier took a number of pictures as I held up the wig and the piece to be used for the topper. I also took 1 picture at that time. When I picked up the wig and topper on March 30, 2023 scheduled for 11:30am, Mazel did not get to me until after 12pm and I was late for work, so I quickly tried on the pieces and commented the topper was thin and di not appear to include all the hair in the wig I had purchased for the topper. She agreed to add 2 more rows of hair and then put the wig with the pocket in a bag for me to take home. When I pulled the wig out of the bag on Friday it was not ash blonde but had strong orange undertones, blond stripes and di not look at all like the pictures we had taken of the wig I had agreed to buy. I emailed Hair a la Mode at 6:46am on March 31, 2023 with pictures of what they gave me vs what I had agreed to purchase. They sent me bits of their security video that do not at all show our conversation, agreement and even though I have asked numerous times for them to send me the video, pictures they took, etc to prove this is incorrect, Mazel told me "the camera I have shows short video each time" but has managed to send me 10:30:45 to 10:32:30; 10:32:41 to 10:33:56; 10:37:35 to 10:39:20; 10:46:39 to 10:46:53, conveniently cutting out any footage of clear pictures of the piece our our agreement, including all the time holding up and taking pictures at the cash. She also will not send any other pictures she took but the one on her invoice, attached, matches what I agreed to and the picture I took. I just want the ash blonde pieces I agreed to and not the orangey replacement. Still need the topper

  Business Response

  Date: 21/04/2023

  Hello good afternoon, my apologies for the late response. i sent an email instead of responding through this link. I am Mazal assistant, I usually take care of these tasks, but I was away for a week. In regards to happen with ***** *********, we will send you a fully detailed portfolio this Sunday, thank you. 

  Business Response

  Date: 25/04/2023

  ***** ********* booked a consultation on March 17 at 10:00 am 
  
  During her consultation:
  She chose a 100% human hair full  wig priced at $2100 + $100 to add a wig pocket 
  Secondly, she chose a 100% human hair full wig priced at $1800 that she asked to be turned into a topper. She traded us a old hair piece for $200 of the original price of $1800, making it $1600. Altogether a total of $3,700 + tax
  
  We explained how we would achieve the customizations she asked for and she agreed and paid a deposit of $2,600 + tax
  
  We booked her for an appointment on March 26 and she didnt show up or call to cancel.
  
  Eventually, we got the work done and she came back in on March 30 at 11:30 am to look at the finished results
  
  She agreed to the finished results of the wig with the pocket but asked to add more hair to the custom topper
  
  She paid the remaining balance of $1,200 + tax and took the wig with the pocket home.
  
  The next day, on March 31 around 6:00 am, we received multiple phone calls and emails from Irene claiming the wig she took home is not the original wig she initially purchased.
  
  We opened our store at 9:00 am and responded to the claims as soon as possible, by sending the photos and video footage taken on the day of her first visit here at Hair A La Mode. Mazal tried her best to have a conversation with her over the phone, but she expressed that she wanted videos and photos in message, which we did provide. 
  
  We clearly explained to ***** ********* the work that would be done and the cost, before she paid the deposit. We showed her the finished results before she paid the remaining balance and we explained our no refund/no exchange policy to her before she made any purchases at all.
  
  ** **** *** ******* *** **** ********** ***** ********. 
  
  There are more *********** of our conversation in email, on ******** messenger, and supporting videos from our salon camera, *** **** ****** **** **** ***** *** ***** * **** ****. 
  
  ** *** ***** **** ** ***** **** *********** ************ ****** *** ** *****

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

  Customer Answer

  Date: 27/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: When I did go pick up the piece on March 30th, my appointment was at 11am and by the time Maral got to me it was almost noon and I had to get to work.  She put the piece on me and then started fast talking and videoing, and because I did not want my face in the video I could barely see what she was doing.  I had commented that the topper which she showed me looked nothing like the piece she was going to use so she started almost yelling at me with a full salon full of people.  The wig with the pocket she gave me seemed much heavier than what I had tried on/agreed to buy in our original meeting.  There is security video of my 1st appointment so if Maral is so positive that she is correct, then why won't she share the full video because the 1st wig I tried on and agreed to buy/have a pocket put in would be clearly shown on that video and not the small bits of video where nothing is clearly showing.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 04/05/2023

   Hello good morning,
  
  This message is from Mazal’s assistant. We tried to help you in many ways. We tried calling you, and you refuse to talk and hang up the phone on us.
  
  The wig you were given, is that exact wig, from the initial consultation. 
  We did not swap the wig, or give you any other wig than the one that was agreed upon on the day of your first consultation. 
  
  The only way we can settle this is by doing a colour change on the wig.
  Even though the colour is the exact same, we want to help you out by toning the wig to your desired colour.
  
  Looking forward to hearing from you, thank you.

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  They have not tried calling me to resolve this, *** **** **** ***** ** **** *********** ** ** ****** *****. The only time they did try calling me was before this BBB complaint and I was driving the entire day to NY with others in my car, and had told them that.  I have asked for the video from my appointment well over 20 times which would prove that it is not only the colour but the actual style/hair on the wig, but Mazel conveniently only has the 2-3 minute edited clips she has provided.  There is more video and also more pictures that they took.  The wig I agreed to purchase is not the one she has provided.  I have not yet picked up the topper that is supposed to match the wig as I was waiting for this to be resolved.  She needs to produce the video which will prove exactly what I had agreed to purchase.
  
  
  
  Sincerely,
  
  
  
  ***** *********