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:05/12/2023

  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.

   I am rejecting this response because:
  
  
  There was no violation of policy, the piece was ordered by a fellow stylist that was unwilling to work on the piece because of the damaged areas. I had nothing else to cover the bald spots on my head so the piece needed to be altered. The piece is 16 inches long and there were many areas with sections that were only 3-4 inches long on the top which had to be cut off or pulled out. I sent numerous emails with no response until I stated that I was going to contact the BBB. I offered to send the defective piece back if they sent me a replacement and they refused. They stated they wanted to speak to my stylist and never contacted him. I have every email that was sent and they were not willing to replace this piece. The first piece purchased from them was not like this and it cost 150.00 more and it was damaged. Having to large bald spots I could not just return it because I had nothing else to cover my problem which was explained to them and they were extremely insensitive and unwilling to budge. The damage was all on top and the areas stuck straight up and needed to be cut off or pulled out so I was only able to send them one picture which was not satisfactory to them. I have no problem sending this piece back but I am expected to do so without a replacement and being a woman with male pattern baldness it is extremely insensitive for this company not to stand by their product. They were insulting and quite rude and I just want what I paid for. I was perfectly happy with the first piece I ordered and I stated that I did not want a refund I wanted a new piece, I was patient and thorough with my explanation and they refuse to accept that their product was inferior and damaged. I am a licensed hair stylist and have been for over 30 years and my personal stylist is as well and neither of us have ever dealt with such insensitive and selfish customer service. Not to mention the dishonesty in their response… I’m so disappointed and disgusted with their treatment. I simply want what I paid for and they can have this piece back to correct what ever happened to it but I need a replacement first because they clearly aren’t a trustworthy company that stand by their product or their word. I am an honest hardworking woman and I purchase a product that was damaged…. I have to suffer and walk around with bald spots and hope that they send a replacement? That is unacceptable! I will send the piece back when they send me what I paid for. That is the only fair solution to this problem. Not once did they recognize, care or consider how difficult this is for me and I’ve begged and pleaded with them to understand with no luck. I’ve never filed a complaint against any business before but they left me no choice. My stylist is still willing to speak with them to confirm the amount of damage and I am willing to send this piece back after I get a replacement tive piece would be sent back as soon as they replaced it with a piece that wasn’t defective because I can’t leave the house with visible bald spots. They refuse to admit or help me at all and I am stuck with an inferior product which is extremely unfair and insensitive. I begged and pleaded for a better outcome but they refused to help me. I am a hairstylist and I’m 53 years old… I have never experienced such negative and poor customer service. When I told them I was going to contact the BBB the said due to my threats there would be no further contact with me.

  Business Response

  Date: 05/15/2023

  We have been attempting to help find a resolution for ******** even though ******** violated our policy by using someone else’s Cosmetology Lic to make the purchase.  We are a salon exclusive brand and require our customers to have an active cosmetology license to be able to make a purchase.  ******** said they used a person they work with license but that person was not their stylist.  So off the start it was difficult for us to find what had happened because we usually reach out to the stylist that purchased the piece to help find a resolution.  In this case a non license cosmetologist made the purchase.
  
  Even after that our team tried to help and requested images of the damage to try and see if it was a manufature defect, since the piece has been cut and used, based on what was explained it sounded like it could just be how our pieces are made.  They are a hand made item and will vary from piece to piece.  The client sent over one image that showed no defect and refused to send over any other images saying they already pulled out the defective area and there is nothing to take a picture of.  We sent a picture of a new piece to show that our pieces do come with shorter hairs as they are hand tied into the piece and a new one may have the same issue they are experiencing.  We have also offered for them to send the piece back so we can inspect it and if it is defective replace it.  We have also given the option to send it back for a refund.  
  
  
  The only resolution that would be satisfactory for the client would be for us to send them a free one and hope they send the other one back.  But as the client is unwilling to send images of any damage to us and has falsified our form to make the original purchase we are unwilling to do that.   We haven’t even verified if it truly is defective as no images of the problem have been sent over.  We have tried our best to help solve this even as the client has made threats to our staff.  From the very first interaction they threatened to contact BBB when we hadn’t even talked to them about the problem.   But once again if they are unhappy with the piece they can send it back for a refund, which is outside our policy since is has been cut and used, but to help resolve this that is our best offer.

  Business Response

  Date: 05/19/2023

  The customer continues to insist we have been insensitive and dishonest but yet we have tried to help resolve this problem they are experiencing from the very beginning.  If anything the client is being dishonest because they now state the stylists whose license was used, to register with us, refused to work on the piece because it was damaged. That has never been stated before right now.  We were given a different story.  We have attached the email string to the case to show that we have from the very start been trying to help and not be insensitive.  From everything that has been sent to us (one photo) and communicated they are explaining how our pieces look.  They are made with shorter pieces in them and the whole piece is not the 16” length.  We keep going back and forth around this, we suggest the client send the piece back and we can refund it for them.  The issue they state they are having is how are pieces are made and they have the shorter pieces in them.  A new piece will have the same shorter pieces in it and they will be unsatisfied.  The best we can offer is for them to send it back for a refund.

  Customer Answer

  Date: 05/19/2023

   I am rejecting this response because:
  
  
  Here we go again with the insults and insinuating dishonesty. I have cried , begged and pleaded for a replacement willing to send this damaged piece back when I receive it. The first piece I ordered was perfect and this item was not. They do not want to accept responsibility or replace the item because they are 100% aware of my sensitive situation suffering from male pattern baldness. This company continues to make me suffer and I have all the emails as well begging them to acknowledge all the facts which are this piece was damaged beyond what they are stating and they never spoke to my stylist who noticed all the damage … even after they demanded to speak with him …. I gave them his personal number and they never called. This is an absolute insult and I begged them to send me a new piece promising to send this damaged piece back with more insults and doubts. This company does not stand by their product or care about their customers…. I just want what I paid for … not some hacked up hair piece that was over 600.00 that could not be worn because of the damage…. It had to be altered and it’s still not like the first one I ordered . There are other emails on another thread and they only prove that this company has not listened or tried to solve this in a fair and appropriate manner