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:12/19/2024

  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 am writing to formally submit a complaint against Da'Cia Cheveux due to poor service, unmet expectations, and unprofessional conduct. My experience with this business from September through December 2024 has been deeply disappointing, resulting in financial loss and significant *********** September 2024, I consulted with Da'Cia Cheveux regarding a wig for my wedding. I specified the wig needed to be low-maintenance, secure without adhesives, suitable for swimming and sweating, and custom-made to match my natural hair color and desired style. Da'Cia assured me it would meet these requirements. On October 3, I was charged $730 for the custom wig, with an agreed trial installation on November 8.Complaint Events Missed Delivery: On November 4, Da'Cia informed me the wig would not be ready for the November 8 installation, forcing a reschedule to November 21.First Installation Issues: At the November 21 appointment:The wig was the wrong color and required ************ was not sewn in as promised.I was advised against swimming or sweating, contrary to earlier assurances.The wig caused irritation and was difficult to reinstall.Second Installation: On December 10, a replacement wig was installed:It did not match the agreed color, texture, or ****** was glued on despite my opposition and began peeling off immediately.Da'Cia refused to refund or adequately rectify the *************** and Emotional Impact I paid $1,340 for substandard services, including $610 on November 21. Additional costs included gas, tolls, and lost work time due to repeated delays. Her unprofessionalism exacerbated my distress.Resolution Requested I request a full refund of $1,340 and an assurance that no other customer experiences such inadequate service. Supporting evidence, including communication records and photos, is available upon request.Thank you for your attention to this matter.

  Business Response

  Date: 12/29/2024

  Zion came to me requesting a custom wig that she she could wear glue less for her wedding. Her unit took a little longer than we anticipated but I stayed in communication with her and even provided complimentary services for the inconvenience. Next, we got her in to apply her Glueless unit after we applied it. She looked at it and agreed that she liked it. I charge a 50% deposit for all services and the remaining balance after services are complete and I am sure that the client absolutely loves what they received. If they do not love what they received. I would not charge them until everything was to their liking. In this case, she left  and later decided that there was something not to her liking. We discussed it, I offered 4 different options that could solve the problem and she seemed to be on board with. While working on it I also offered multiple complimentary services to accommodate for the inconvenience. She later decided that she just wanted to proceed with another stylist and wanted a refund. I explained to her that I could proceed with a credit towards new extensions and services but she declined. 
  

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22678997
  
  I am rejecting this response because:

  I am writing to formally request a full refund for the services rendered, as I believe the circumstances surrounding this transaction are completely unacceptable. Every point of the business's response has been factually incorrect, and I want to clarify the situation in detail to ensure there is no room for misunderstanding.

  From the outset, I expressed concerns with the quality of services provided. I communicated my dissatisfaction multiple times and gave ***** several opportunities to correct the issues as they arose. However, despite my repeated efforts to address these problems in a constructive and gracious manner, the service provider refused to take any meaningful corrective action. Instead, she chose to disengage entirely, leaving me with no solution as my wedding approached.

  At one point, she initially offered a potential solution to resolve the situation, but later retracted it without explanation. This back-and-forth, coupled with her statement that we were "not a good match," was entirely unprofessional and left me without any viable options. I was left with no alternative but to seek other arrangements at the last minute, which caused significant stress and financial strain.
  

  When I requested a refund for the services I had already paid for, I was met with an outright refusal. Additionally, when I asked for an opportunity to speak with her directly to discuss and resolve these ongoing issues, she remained combative and unresponsive. Her behavior was dismissive, unprofessional, and entirely unsympathetic to the distress she caused. She never even uttered an apology. 

  In light of the repeated failures to deliver services as promised, the refusal to provide any resolution, and the unprofessionalism demonstrated throughout, I am requesting a full refund for the services paid for. This situation clearly reflects a pattern of negligence and dishonesty, and I am disappointed by the lack of accountability and responsibility demonstrated by DaCia. 

  I expect this issue to be resolved immediately. Should I not receive a satisfactory response or refund, I will be forced to take further action to protect my consumer rights. 

  Sincerely,
  
  Zion Gezaw