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:10/28/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered 1 bundle of 12 inch hair, 1 bundle of 14 inch and one 12 inch closure. The delivered parcel contained two 12 inch bundles and one 14 inch bundle, no closure. I emailed the company to inform them on 05/15/22. One month went by with no response. I contacted them again by email on 06/11/22. I asked for a return label so I could return the wrong item. The customer service rep said no refund or return would be accepted. She said they would make a new closure and ship to me shortly. She said I can keep the wrong item. I emailed one more time on 07/21/22 asking once again for a return label to be sent to me to make a full return of the whole order or for the right hair ordered to be sent to me. I never heard back from them. It has been 5 months and I have not received any email regarding shipping details.I would like for them to either send me a return shipping label so I can send the entire order back to them for a full refund or for the right item to be sent to me immediately.

• Initial Complaint

  Date:09/13/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  My Natural Hair Extensions appear to be a fraudulent business.I purchased 2 bundles of hair on their website back in August, at a cost of nearly $300.Payment method was Paypal.Till today I have not received even a confirmation email from the Company, My Natural Hair Extensions.I have called and and git to speak with a male. Told him they were not responding to my email. He gave me another email to use, which I did.Unfortunately, 4 weeks down the line, and over 6 emails, and more than 2x that in phone calls, I have not been able to reach anyone else.The Company ignores every form of communication from clients. I am just confused.They are sitting on my cash, yet have not delivered the product I paid fir, or communicated to me when I will receive!!!!I have seen others here have reported similar experiences.I really hope they are ashamed by such poor, apparently fraudulent service!And that I receive my product or a REFUND!

  Business Response

  Date: 09/15/2022

  Hello. Good morning. We are currently on backorder. A notification of the site being on backorder is in bold yellow letters at the top of the website. Backorder means we do not currently have stock but are working on it.  Not quite sure why you are going to BBB making a complaint calling us fraudulent when you willingly purchased products from us knowing we are on backorder. You even sent us an email stating you know we are on backorder and asking for an update. I have two emails from you only. Not 6. We will send out emails and order updates to all customers who have made a purchase with us as soon as we have a definite shipping time frame. Refunds can/will be granted upon request for any customers who do not wish to wait.  You are a repeat customer with us and know we are not fraudulent. If you have any questions please dont hesitate to ask. As of now we do not have a definitive ship date but we are hoping to get the order out within the next two weeks. Please note that backorder means we do not have stock however we are allowing customers to order so that they may be first inline to receive merchandise once we begin shipments. If you have any questions please send us an email using the contact form on the website as that is our ONLY customer service email. 
  
  
  

  Customer Answer

  Date: 09/21/2022

   
  Thank you BBB!

  The Company sent me same response via email.

  Please find below my response to them.

  Complaint: ********
  .

  Dear MyNaturalhairextensions team,

  Good afternoon,
  Apologies for my delayed response to your email.  
  Thank you for finally responding to me. Unfortunate it took me writing to the the BBB for you to do this.
  
  
  Please see my responses to your points below:
  
  On 15 Sep 2022, at 09:00, My Natural Hair Extensions <********************************> wrote:
  
  ?Hello. Good morning. We are currently on backorder. A notification of the site being on backorder is in bold yellow letters at the top of the website. Backorder means we do not currently have stock but are working on it.  
  
  My Response:  I saw this notification. However, it does not give an estimated / potential restock time, neither does it refuse new transactions from clients. So I went on to purchase with the view that an indication of estimated delivery date will be provided. This was never the case, reason why I have chased you with my multiple communications. All I needed was a response so I would have agency in making an informed decision. 
  
  Not quite sure why you are going to BBB making a complaint calling us fraudulent when you willingly purchased products from us knowing we are on backorder.
  
  My Response:  Please see above response.
  You willing took my money as a customer, also knowing you are on backorder.
  You should NOT be collecting customers funds if you have no clue when or if you plan to fulfill their orders.
  To make matters worse, you ignore all their attempts to contact you.
  
   We will send out emails and order updates to all customers who have made a purchase with us as soon as we have a definite shipping time frame. 
  
  My Response:  Again, you should instead be immediately sending a simple email that first CONFIRMS receipt of funds and my order and communicating this to me so I can make an informed decision on if I want to wait indefinitely for an order, or if I want a refund. 
  
  Refunds can/will be granted upon request for any customers who do. 
  
  My Response:  I would please like a refund.
  Kindly please process this.
  
  It wish to wait.  You are a repeat customer with us and know we are not fraudulent. 
  
  My Response:  I am NOT a repeat customer.
  To my knowledge, this is my first time purchasing from your company. 
  
  If you have any questions please dont hesitate to ask. 
  
  My Response:  When will my refund be processed please?
  
  As of now we do not have a definitive ship date but we are hoping to get the order out within the next two weeks.

  
  My Response: Noted, with thanks.

  
  

  Customer Answer

  Date: 10/10/2022

  Hi. Im please following up on my complaint No: ******** Thank you for helping me get an initial response from the Company on 12th September. Unfortunately, its now nearly a month later and I STILL have not received the product I paid for or the refund I requested (following the business offer to refund). They did not respond to my email. Please help. *******************