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:03/13/2023

  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.

  Visited the store 2/24 to consider a hair topper. They did not have one to match my color but politely offered to order it. I was told to prepay for the topper, and was assured that I would have a chance to try it and make sure it worked for me. It was not a custom order but rather a stock item in a different color choice.I later decided against a hair replacement piece due to risks of losing even more of my biological hair due to wearing a hair piece.I called the company on 3/10 and informed them that I wanted to cancel the order. I was told the order was non-refundable.They also said I signed something stating it was non-refundable. I thought I only signed for the order. I was never verbally told this order is non-refundable, otherwise I would have never placed an order for something I never saw or even knew would work for me.The company refuses to refund my money ($1616.20) The offered to get a different piece, however, I informed them I decided against wearing a hair piece altogether since it would cause additional potential hair loss. I never picked up or saw this product. I do not intend on picking it up.

  Business Response

  Date: 03/17/2023

  The customer signed the credit card receipt and the order form, which both state that deposits on orders are not refundable.

  Although it is not a "custom piece" it is a  piece that we do not tock at our location and that iswhy it is to be prepaid before ordering. The customer was given the option of another selection or store credit, but as the credit card receipt clearly states, there are no refunds on deposits.

   

  Thank You,

  Lawrence Yates

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19580277
  
  I am rejecting this response because:

  I would accept the no refunds statement if I had picked up the piece and used it.

  I never saw the piece, never tried it on, and obviously never used it. You admitted it is not custom. You just did not have a certain color in stock.

  I am not able to accept the order, nor do I need anything else in the store.

  Therefore, I politely request a refund for the item I do not have/never saw or possessed, or intend to accept as I believe it would lead to further damage to my hair.

  
  Sincerely,
  
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