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:01/04/2023

  Type:Delivery 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 purchase the product for A event for the Holidays. I never received the item. I was told that the product was sent and basically that was my loss if i didn't receive. This is a $323.46 dollar Item. This company is a scam bad customer service. I was told that I would have to sign for the item??? however they stated it was delivered without a signature???

  Business Response

  Date: 01/18/2023

  Thank you for sharing your concerns with us!
  
  We are sorry to hear about the customer's frustration regarding her most recent order with us. Unfortunately, at this time, the customer's negative claims with the business are due to her package being stolen. We would like to provide additional context as we are committed to providing our customers with the best experience possible.
  
  The customer placed an order on heatfreehair.com on 12/9/22 at 4:06 AM. The order was shipped on 12/9/22 at 11:18 AM. The package was delivered on 12/12/22 at 3:36 PM via USPS The tracking details can be found here; **************************************************************************************
  
  The customer reached out on 12/23 to inform us that she never received her package.
  
  The order was shipped in a black 9 x 11" envelope, so we suggested to the customer to check her mailbox and her neighbors, and check with her local post office for further assistance.
  
  In the customer's following email, she requested a refund because she stated she did not receive her package. We let the customer know that we are unable to meet her request but we will be happy to assist her with investigating her concerns with USPS.
  
  Our shipping policy found on our website here, ******************************************************************* that if Route Package Protection is not purchased at checkout, the customer releases Heat Free Hair from any liabilities concerning lost, stolen, or damage packages. This disclaimer is visible at checkout process before payment is submitted on our desktop, mobile, and app versions of website. When Route Package Protection is purchased, customers are entitled to a full refund or replacement after their claim is submitted and the claim process typically take 1-3 business days to resolve. Route Package Protection is a reputable 3rd party company that many e-commerce business use to offer hassle free shipping solutions to customers. If Route Package Protection is not purchased and an error occurs with the package after the order has shipped, the customer must file a claim directly with the shipping carrier, USPS.
  
  We understand that a having a package delayed can be frustrating, so we offered to help the customer file a claim with USPS and investigate the issues. We advised the customer how to reach out to USPS to get the search claim started but the customer made no attempts. As a courtesy, we submitted the search claim for the customer and provided the search ID of ***, ************ on 1/4/23.
  
  Search claims take 7 days to complete and after their investigation, USPS confirmed the package was delivered to the address as listed on the label. A search claim includes checking the GPS coordinates of where the driver was when they marked the package as delivered and working with the local dispatch post office to trace all scans of the package; USPS closed the claim on 1/13/2023 as there were no errors found.
  
  
  After we reviewing the claim results, it appears that package may have been stolen. The customer could still file an insurance claim with USPS, but since it is stolen, legally the recipient has to file the claim. That is not something we can do on behalf of the customer. USPS Priority Mail packages include up to $100 insurance per package.
  We understand how frustrating a process like this can be so we maintained consistent communication with the customer, always providing a response within 1 business day. '
  
  We are sincerely sorry to hear that the customer has experienced this issue with her order. Heat Free Hair processed and shipped the order the same day as listed on our website. USPS delivered the package within 1 business day which falls with their Priority Mail shipping timeline of 1-3 business days. We also provide a thorough outline of our shipping policy on all product pages on the website, on our help pages, and at checkout. Heat Free Hair processed, shipped the product, and maintained open communication with the customer throughout this entire process as we advertise on our website at heatfreehair.com.
  
  We are happy to help walk the customer through how to file a stolen claim with USPS but Heat Free Hair is not responsible for the loss of the customer's package.