Complaints

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• Initial Complaint

  Date:12/10/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 hired All Dolled Up to perform my hair and makeup services the day of the wedding. I payed for hair extensions through them 6 months prior to my September 28, 2024 wedding. When they arrived, I asked them where my hair extensions are. They told me they didn't have them and I would have to pick a different hairstyle. I told them, "no, I ordered them through you guys 6 months ago and need this hairstyle for my dress". They refused to remedy the situation. My maid of honor found a local beauty supply store and had my fianc delay his arrival along with his groomsman to go to a bad area of town to pick up hair extensions. This all delayed my wedding by a hour and had 5 minutes to put my wedding dress on. I have no getting ready photos for the day of my wedding, something we never can get back. We hired a photographer to arrive when the hair and makeup team was suppose to be done, a hour prior to the wedding, and she was sitting around because my hair and makeup artist were not done since they waited for my fianc to pick up my hair extensions. Me and the wedding planner brought up our concerns to All Dolled Up and they said their refund of the hair extensions was good enough and I should be happy with that. They made no effort to take into account how their actions caused a trickle effect on everyone else and the emotional turmoil they caused. If my fianc had not gotten the hair extensions i needed, my whole day would have been ruined from them refusing to remedy their own mistake.

  Business Response

  Date: 12/11/2024

  It was brought to our attention at 9:53a by *********** master ****** on her wedding day that her retail purchase of hair extensions had not been delivered. 
  
  We found a beauty supplier that we would have had one of our ******s depart from contracted services to buy extensions at that was communicated to her bridesmaid at 10:05a. Unfortunately, *********** venue was 3 hours from our studio, therefore making finding an alternative vendor to buy these from the only option for remedying the situation by providing replacement hair in the moment.
  
  At 10:07a her bridesmaid let us know that they had someone picking them up (did not disclose that this was the groom), and not to worry and focus on the services at hand.
  
  Upon this notice, we refunded ********* 100% of her hair extension purchase cost at 10:07a (see attached) to her card ending in 3931. This was communicated to ********* via email and in person at 10:07a same day. 
  
  *********** timeline was scheduled to wrap up at 11a for services and 1p for hold time. 
  
  *********** hair service completion was delayed due to wanting to incorporate hair extensions. At 11:35a her hair service was being finalized. At 11:41a we were able to capture photos of her services in their full completion. At 12p she was completed and in her dress waiting for the planner to get her to the ceremony.  We had her master ****** stay on site until 2p to assure she was happy with the result of her services, and we also had her second ****** stay from the wrap of services until 2p, again to assure she was happy and to make up for the mistake of not bringing her retail purchase along.
  
  We also sent a box to ********* in ********, again as continued apology. 
  
  On October 3rd, *********** planner whom we had had no communication with prior to this call, reached out via phone and spoke to bridal beauty coordinator, Lynsee. Less than 1 hour post call, he had a second call with myself, *******. We followed this with an email to ********* requesting to talk with her so we could hear her concerns and make this right. 
  
  After continued communication with *********** planner, as she has refused our requests to communicate directly with her, we initially provided ********* with a 100% refund for her hairstyling service that was completed on her wedding day as an apology for her upset. After continued bullying from *******, her planner, and silence from *********, we provided a second refund on services for ********* * this third refund equal to 100% of *********** day of makeup application, again as an act of good faith. On Tuesday October 8th they also requested that we return a tip that ********* never provided. We were unable to provide this, as it was never given.
  
  On October 16th we sent over another breakdown of all costs that were included in her contract so her planner could see that a tip was not provided, and that she had been refunded as an act of good will for 100% of her bridal hair and makeup services for day of. Again, zero communication back from *********. 
  
  On October 30th we received a notification of a disputed charge from ********* and this dispute, to our knowledge, is still pending.
  
  We have gone above and beyond to do right by ********* by refunding her retail hair purchase that was outside of contract the moment that we were made aware of our mistake. We knew timeliness was of the essence. ($470 total refunded on September 28th) 
  
  We continued to try to go above and beyond for ********* by having our team stay on until she communicated that she was happy. (value * $350) 
  
  We then continued to try to go above and beyond by sending ********* $200+ worth of product within 4 days of our mistake on delivering her hair extensions
  
  We continued past this to try to go above and beyond for ********* by refunding her as an act of good faith for services that were provided on her wedding day. 100% of her hair and makeup cost for the day of was returned to *********. ($225 on October 3rd, $175 on October 8th) 
  
  We are in a pending dispute totaling $587.50 
  
  *********** contract with us was $1675 in total * $400 returned to her, $587.50 pending in dispute.
  *********** hair extensions were $470 * $470 returned to her
  
  ********* has refused to communicate with us in any fashion outside of a charge back to her credit card on October 30th, two negative reviews left yesterday, and this complaint. We have requested to connect with ********* twice via email sent directly to her following her planner reaching out, and multiple times through her planner that insisted that he act as a proxy as we also expressed concerns to him about discussing her contract with anyone other than her. 
  
  We have done our very best to remedy this situation while operating from a place where we have not had any communication from *********, we have not understood what she expects back, and we have done our best to go outside of her contract to provide her with compensation that is fair for her.