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:04/03/2024

  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.

  I have been a client of this establishment since 2022, I have purchased 5 wigs in totaling over ***** dollars. I have custom-ordered one, that turned out fine. What I did notice with the first custom order, I wanted to go into the shop and try it on, make sure it was correct and the color was right. This establishment only communicates via email and a chatbot, if you try to call they do not pick up. I remember this from my first custom order. They do not give you many options but they just ship it to you, I thought this was a little weird, as I had paid a lot of money considering if it was wrong, or incorrect they would have the integrity to fix it. This first custom wig was okay. A few months after I decided to I wanted to buy another wig, so I called the shop no answer, but sent a message to the chatbot, she remembered me and was eager to come in and sell me a wig. An hour later I found myself there buying another wig. Months passed and again, I wanted to buy a new wig. This time I wanted a specific color and knew I would most likely have to custom order it. I sent a message and she came in immediately accommodating me as usual when I wanted to purchase. Please read below the exact details of what happened. On Feb 15, 2024, I purchased two wigs amounting to over 3600 dollars. One wig I took home with me and the other I custom-ordered, I had a very specific color and even brought a wig in that I wanted the color to look like. March 21, 2024, I got an email in the evening to schedule an appointment to pick up the wig or they would ship it to me. I responded back to the email the next morning, offering a time to swing by and pick it up. It wasnt available, she had sent me a photo of the wig explaining that it wasnt the correct color and that they could do it over again. I explained that I wanted to see it in person and could stop by very quickly to take a look at it. She explained there was no time those days or my availability. I also explained I was in and out of town, she seemed like she could not accommodate me to come in and pick it up. After a few days of not being able to accommodate me to pick it up, they would send it, I live less than two miles away from this establishment, and seemed pretty frivolous that she preferred to send me the wig instead of making time for me to come in this would take less than 30 minutes with the chance they may have to redo the wig. On March 27, 2024, I received the wig, I was not satisfied with it, so I sent an email immediately and explained how I would like to come in, and again my schedule was pretty open. I could accommodate her and even asked her if they could work with me on meeting and returning the wig. They gave me one option to send it back to them, and I would have to cover the shipping costs and explained that I could not leave it in front of their door even though they are located inside a building. Going back and forth with them via email has been the most frustrating thing, for the lack of customer service skills and also stating if I wanted to return the wig they admitted was incorrect I would need to pay for shipping and ship it back. I pleaded with them to work with me on dropping it off and ZERO accommodation. She contradicted herself many times throughout our correspondence. In her initial email she sent me their store hours, Tuesday through Saturday 12-5, when I wanted to return the wig she said they were closed Friday and Saturday that week. The point of this complaint Is I am extremely frustrated, worn out, and upset that simple customer service skills cannot be exhibited here, from a returning customer. I Whenever I want to purchase a wig they accommodate me almost immediately but now when I have a real issue as this has been my first one they are too busy and refuse to accommodate me. I want to return this wig for a full refund, in person, as I feel they are not competent to do business with integrity to returning clients.

  Business Response

  Date: 06/03/2024

  Thank you for reaching out to us regarding a recent experience at our boutique. We take all customer concerns seriously. After reviewing the complaint, we would like to address the points raised.

  
  

  1. Phone Availability: We apologize if you encountered any difficulties reaching us by phone. Our records indicate that you attempted to call during our non-operational hours. It is understandable that no one was available to answer your call during times that we are servicing other customers. We encourage you to contact us during our business hours, and we will be more than happy to assist you. We have several methods of communication in the event that a wig specialists  is conducting an appointment and unable to answer the phone such text message, chat Box on our website, email, instagram dm and ****** chat.
  2. Wig Customization Options: Contrary to your claim, we offer an extensive range of over 200 wig customization options. Our goal is to provide personalized solutions to meet each customers unique needs.
  3. Appointment-Only Boutique: Our boutique operates on an appointment-only basis to ensure a private and personalized experience for our clients. Many of our customers are undergoing chemotherapy or have other hair-sensitive conditions. By serving one customer at a time, we maintain confidentiality and create a comfortable environment. Unfortunately, accommodating walk-ins during booked appointment slots would disrupt this delicate balance.
  4. Special Privileges:                                         The entire reason for this complaint is Customer wanted a special privileged extended to her, because she has bought a few wigs in the past, she believes that she has priority over other customers. This customer wanted to come in at a time where an appointment was not available and she wanted to interrupt other customers who have cancer in order to come into the boutique at her leisure . This is something that we do not allow no matter how long we have had a customer relationship or how much a customer who has spent in the store. While we value all our customers, we treat everyone equally. Exceptions are made only for those undergoing chemotherapy, who receive priority service. We appreciate your loyalty as a repeat customer, but remains our top priority.
  5. Delivery Requests: The complaint is that she was not able to come into the store at a time that we we were booked and she wanted us to send the Wig in the Uber. For obvious reasons, this is not something that we would accommodate. Secondly she asked us to drop the Wig off in front of the door at a time we were closed. Again, for obvious reasons, this is something that we nor any other business would not accommodate. We regret any inconvenience caused by our inability to send the wig via Uber or leave it outside the store after hours. For security reasons, we adhere to strict protocols. We recommend scheduling an appointment during our operational hours to collect your wig in person in the future
  6. Color Matching Process: When you provided us with the synthetic wig, we assured you that we would make every effort to replicate the color. As evidenced by the attached photo, both wigs are indeed similar. However, we acknowledge that achieving a 100% match can be challenging due to variations in materials.                                             Customer Expectations: Prior to placing a custom order, we inform our customers that color matching may not be exact. We strive to create a wig that closely resembles the original. We offered to adjust it to your liking.                                                           Order Confirmation: Your order documentation clearly states our commitment to attempt to create the color, and that the color will not be exact. 
  7. Chargeback Process: a chargeback was unnecessarily open because before the chargeback was open, we offered to re-dye the wig or replace the wig. The customer did not ask us for a refund or we wouldve simply just refunded the money to her. 
  8. We acknowledge that you initiated a chargeback through both your bank and PayPal. Unfortunately, once a transaction enters the chargeback process with a third-party, our authority to issue a direct refund is nonexistent. We recommend reaching out to your bank or PayPal directly to expedite the resolution as we have agreed to comply. 
  9. Refund Options: Had you contacted us directly, we would have promptly addressed your request for a refund. As a small business, we strive to keep our customers satisfied and maintain positive relationships.
  10. Business History: We value your continued support and understand that misunderstandings can occur. Please know that we are committed to resolving this issue and ensuring your satisfaction.
  11. In conclusion, we appreciate your understanding and patience during this process. If you have any further questions or need assistance, please feel free to reach out to us directly.