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:07/15/2025

  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.

  Order placed (#******) on June 17, 2025 for a hairbrella satin lined waterproof adjustable kids swim cap. The total was $45.84. Regular price $44 with 20% discount $8.80 plus $6.95 shipping and $3.89 tax. The order was delivered June 20, 2025. I requested a return to the company on June 28, 2025 to request a refund through both email at ************************************ and through their return portal on the website. According to their website, returns:1. TIMING:RETURNS: Must be postmarked and mailed within 30 days from the receipt of merchandise. After this period, returns will be rejected. Refunds will only be processed once the item has been inspected and deemed suitable for restocking.2. ITEM CONDITION: Items must be in the following condition:Must be new, unused, and in saleable condition, preferably with tags attached.3. FORM OF PAYMENT:For returned items, refunds will be issued in the following methods:- The original form of payment (less the shipping/restocking fee of $7.25),- As a merchandise credit, or as a gift code, I visited their return portal to request a return. I filled out all of the information including pictures of the unused cap with tags attached. I received an email that my return request was received on 6/28. The response indicated that due to currently experiencing a higher-than-normal volume of messages, and response times may take up to 72 hours. On 7/10, 11 days later I received an email from Jazz on Hairbrella ************* Team offering me an exchange or store credit as an alternative option to a refund. I replied on 7/11 that I would prefer to proceed with a return. 7/14 I followed up to this email thread. Then forwarded the thread to *********************************** I have not received any responses. I notified them that I would contact the BBB if I didnt hear back by 7/15 but at this point its been 17 days since I requested a refund. Due to the challenges dealing with this company Im requesting a full refund of $45.84.

  

  Business Response

  Date: 07/20/2025

  Dear *****,

   

  Thank you so much for being a valued Hairbrella customer. We truly appreciate your patience and understanding throughout this process.

  Weve recently experienced an unusually high volume of inquiriesover ***** messages daily which has unfortunately caused some delays in getting back to our valued customers. Please rest assuredwere not ignoring you. Every message matters, and were responding in the order received.

  
  Were pleased to inform you that your refund has been successfully processed. Please allow ********************************************* your account, depending on your payment providers processing times.
  If you have any questions or need further assistance, please dont hesitate to reach out. We're here to support you every step of the way and ensure your complete satisfaction.
  
  Thank you again for your continued trust in Hairbrella.
  
  
  
  
  Warm regards,
  *******
  Hairbrella Customer Care

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair 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.

  Purchased two water proof and protective hair swim caps. The product did not function as intended. Swim caps did not stay on user head to prevent hair from getting wet. Contacted company via email twice for a refund. Received auto generated reply but never received authorization number or address to return product. The company has not complied with their own rule of responding in 72 hours with return authorization details. Nor has anyone from the company reached out to resolve the issue.

  

  Business Response

  Date: 07/19/2025

  Hi ********,
  
  
  Thank you so much for being a valued Hairbrella customer. We truly appreciate your patience and understanding throughout this process.
  
  Were pleased to inform you that your refund has been successfully processed. Please allow ********************************************* your account, depending on your payment providers processing times.
  If you have any questions or need further assistance, please dont hesitate to reach out. We're here to support you every step of the way and ensure your complete satisfaction.
  
  Thank you again for your continued trust in Hairbrella.
  
  
  Warm regards,
  *******
  Hairbrella *************

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair 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 originally placed my order on 7/1/25 for the XL swim cap. I am starting swim lessons on 7/13. Because the estimated delivery date was between 7/8-7/9, I was not concerned with expedited shipping. I received an email on 7/2 with tracking information stating my order was on the way. After checking that track number for A FULL WEEK, it never changed from label created, **** awaiting item I then reached out via email, called and sent a DM to the Instagram page. My DM was sent on Wednesday morning 7/9 at 11:55AM. This was the day my package was set to arrive by and still wasnt with the post office. I got a DM back same day at 3:31PM from ****** asking for my name, order number and email address which I provided. That DM was read with no response. I sent yet another DM on Thursday morning 7/10 at 8:59AM asking if my package will be here before Sunday. Yet AGAIN, I was left on read. After going all day without hearing anything, I messaged Thursday evening at 7:41PM asking for a refund and wanting to cancel my order. Now that I asked for money back, I got a response on Friday morning 7/11 at 9:35AM saying it will be here before Sunday, and they expedited the shipment with a new order number. I thanked them and hoped that was it. I used the new order number on their website to get tracking information and it showed shipped & that it was with *****. As of 3:43 PM Friday 7/12 as Im typing this, ***** on shows a shipping label was created and they are waiting to receive the item. The same thing that happened with my original order that was supposed to be coming via ****. Im super disappointed and have sent ANOTHER DM asking for my money back. I was super ecstatic for this product especially to support a black owned business, but Ive gotten items from TikTok from ***** that didnt give this much of a hassle and yall are domestic, not international. **************** is abysmal and items dont arrive as promised or leave the warehouse for that matter. I feel scammed.

  

  Business Response

  Date: 07/19/2025

  Dear Kenya,

   

  Thank you for reaching out and giving us the opportunity to address your concern.

  
  We understand your frustration and truly regret any inconvenience you've experienced. However, we would like to clarify that once a chargeback is filed with your bank, the transaction is placed under investigation by the financial institution. At that point, the funds are no longer in our control and are instead held by the bank while they review the case.

  
  Because of this, we are unable to issue a direct refund or take any further action until the chargeback process is fully resolved. Once the bank reaches a decision, we will comply accordinglywhether that results in a refund being issued or the original charge being upheld.

  
  We sincerely hope for a fair and timely resolution and are happy to cooperate fully with your bank during this process. If theres anything further we can assist you with in the meantime, please dont hesitate to let us know.

  
  Sincerely,
  *******
  Hairbrella Customer Care

• Initial Complaint

  Date:07/12/2025

  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.

  On June 18th I received my order - I kept the two items I purchased for myself and needed to return the two items I purchased for my son as they were listed as "large" but are both too small. I reached out right away and received an email on June 22nd that my return request was under review and I should hear back in a few days. I didn't. I made a call the following week and left a message - the company message states a return call withing 48 hours. I have not received that call. I emailed one more time July 5th and have not had any satisfaction for this but have been charged for items that I do not want or need with no recourse or response.

  

  Business Response

  Date: 07/19/2025

  Hi ****,

  Thank you for reaching out to us and for being a Hairbrella customer.
  
  Weve recently experienced an unusually high volume of inquiriesover ***** messages daily which has unfortunately caused some delays in getting back to our valued customers. Please rest assuredwere not ignoring you. Every message matters, and were responding in the order received.

  ************************************************************************************************************************

  
  Here is your return label. If you plan to return or exchange items from two separate orders, you can simply use this one return label for bothno need to print another.
  Please let us know once the package is on its way so we can monitor it and process your request as quickly as possible.
  
  Warm regards,
  *******
  Hairbrella ************* Team Lead

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the correct exchange item. Please close this complaint. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 07/18/2025

  Dear ********,
  
  
  Were happy to inform you that weve processed your exchange, and your new order number is #******.
  We sincerely apologize for any inconvenience this may have caused and appreciate your patience.
  
  
  Your replacement will be shipped out  soon, and were working to ensure it reaches you as quickly as possible.
  
  
  Thank you again for your continued support, and if you have any further questions or need assistance, dont hesitate to reach outwere here to help!
  
  
  Best regards,
  *******
  Hairbrella *************

• Initial Complaint

  Date:07/09/2025

  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.

  Dear BBB Atlanta & NE *******,

  I recently submitted a complaint regarding Hairbrella, Inc. related to Order #******. Upon reviewing my submission, I noticed an error in the Money paid to business section of the complaint form.

  The correct total amount paid to the business was $131.19, not $330.97 as stated in the complaint. Im not certain how the incorrect amount was entered and would like to correct the record.

  For clarity, the amount I am disputing is $30.97, which was paid for Next Day Air shipping that was not fulfilled. Due to the delay and lack of responsiveness from the company, I am also open to returning the entire order for a full refund of $131.19.

  I hope this correction can be reflected in the official version of my complaint. Please let me know if any further action is required on my part to update the submission.

  Thank you for your support and assistance.

  Warm regards,
  Twygena Cotton
  ****************************************************************
  **************

  

  Business Response

  Date: 07/10/2025

  Hi ****,
  
  Your refund has been fully processed. Please allow ********************************************* your account, depending on your payment providers processing times.
  If you have any questions or need further assistance, please dont hesitate to reach out. We're here to support you every step of the way and ensure your complete satisfaction.
  
  
  Thank you again for your continued trust in Hairbrella.
  
  
  
  
  Warm regards,
  *******
  Hairbrella *************

• Initial Complaint

  Date:07/08/2025

  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 purchased a swim cap based on its advertised claim of being waterproof. However, the cap is not waterproof and failed to meet the advertised expectations after two uses. I requested a refund submitted a photo as instructed on the website but never received a response from the company or any follow-up email. I would like Hairbrella to address this issue. honor the request and return my money for a faulty product.

  

  Business Response

  Date: 07/09/2025

  Dear ******,
  
  Thank you so much for being a valued Hairbrella customer. We truly appreciate your patience and understanding throughout this process.
  
  Were pleased to inform you that your refund has been successfully processed. Please allow ********************************************* your account, depending on your payment providers processing times.
  If you have any questions or need further assistance, please dont hesitate to reach out. We're here to support you every step of the way and ensure your complete satisfaction.
  
  Thank you again for your continued trust in Hairbrella.
  
  
  Warm regards,
  *******
  Hairbrella *************

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/06/2025

  Dear Jasmine,

  
  Thank you for reaching out to us and for being a Hairbrella customer.

  Weve recently experienced an unusually high volume of inquiriesover ***** messageswhich has unfortunately caused some delays in getting back to our valued customers. Please rest assuredwere not ignoring you. Every message matters, and were responding in the order received.

  I have processed a full refund on your order.

  Please allow ********************************************* your account, depending on your payment providers processing times.
  If you have any questions or need further assistance, please dont hesitate to reach out. We're here to support you every step of the way and ensure your complete satisfaction.
  
  
  Thank you again for your continued trust in Hairbrella.
  
  
  
  
  Warm regards,
  *******
  Hairbrella Customer Care

• Initial Complaint

  Date:07/03/2025

  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.

  6 weeks before items were delivered, faulty product, ridiculous wait times to try to reach customer service, false advertising, customer is charged fees for returning defective products

  

  Business Response

  Date: 07/05/2025

  Hi *******,

  Thank you for reaching out to us and for being a Hairbrella customer.

  A refund has been made for the swim caps.

  We apologize for any inconvenience this may cause and appreciate your understanding.
  
  
  Sincerely,
  *******
  Hairbrella Customer Care