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:05/27/2025

  Type:Sales and Advertising 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 hair from the merchant, my apartment number was incorrect the merchandise was returned to sender. I became angry with customer because of their return policy.. they're was a restocking fee, or re-delivery fee. Once I had confirmation from *** that the package had been left with the merchant, I asked for the refund to be initiated. I was giving the runaround and thn hit with a restocking fee once the merchandise was fully checked i could only get the refund started. I contacted my bank. My bank denied my claim 3 times because the transaction wasn't fraudulent, I had made it myself.. and that being that the apartment number was wrong and the merchandise returned, the merchant is supposed to initiate an refund or credit..

  Business Response

  Date: 06/06/2025

  # ******** Returned to Sender
  Hi *******,
  Thank you for reaching out. Were sorry to hear that your order was returned to sender due to an address error during checkout.
  After reviewing your case with our customer service team, we confirmed that you were informed over the phone of our return policy, including the 10% restocking fee,which helps cover the transit and processing costs for returned orders. This policy is also agreed to at the time of checkout. Additionally, you were notified that your refund would be issued once the item was received back at our facility.
  However, we also noted that on December 5, 2024, a chargeback was filed with your bank claiming the transaction was fraudulentthis occurred before the item was returned to us. When a dispute is filed, the resolution process becomes the responsibility of the bank, and we are no longer able to issue a refund directly.
  Please also note that this order was placed on November 18, 2024, and it has now been over six months, which places it outside of our standard refund window.
  You can review our return policy here for further clarification:
  ***********************************************************************************
  We understand this may be frustrating, and we appreciate your understanding. If you have further questions about the chargeback process, we recommend reaching out directly to your bank.
  Best regards,
  *************************start="1669" data-end="1672"> **************************

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23380586
  
  I am rejecting this response because:
  I didn't file my dispute with my bank until I received confirmation from *** that order had arrived back to sender.. thn i reached out and asked if my refund had been iniated. As I told **** beauty most legit companies,  like **** etc. Start their refund process as soon as the product as been scanned for shipment to be returned.. I've tried numerous times to receive a refund but this company has made it very hard.. and it's called retaliation. **************** felt they were due some type of respect and was giving me a hard time.. about my refund.  But I will never order from this ************* AGAIN.  stealing ********s money,  from reviews I'm not the first ******** this has happened too. If you have to charge a 10 percent restocking fee, a fee for re-delivery and I think I was another fee.. it's outrages

  Everything i just said about this business and it's ******** service can be read from ******.. I'm not the only one

  But keep my money. NEVER AGAIN WILL I ORDER ANYTHING FROM *********  

• Initial Complaint

  Date:05/02/2025

  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.

  I recently just purchased 300$ worth of hair from **** beauty online. they sent me an email the next morning saying they need to verify my order because its over a "certain amount" with a utility bill. I am 19, I don't pay bills, so i offered my hospital bill & a picture of my id and card that was used to purchase the items. They denied and said it can only be a utility bill. I pleaded with them to accept another form of verification for this order, and they had no sympathy that this hair was purchased for my order and that if they cancel it will mess up my plans for my upcoming birthday.. i will admit i did something wrong that resulted in my order being cancelled ultimately but its because they dont take any other address verification and it was a very important ********* i will wait to after my birthday to receive ny refund!

  Business Response

  Date: 05/08/2025

  Dear *******,
  Thank you for your feedback, and we sincerely apologize for any inconvenience caused during your recent order experience.
  Unfortunately, we were unable to process your order due to our verification requirements. As part of our effort to protect our customers and business from a high volume of fraudulent transactions, we require verification documents to confirm the validity of the billing and shipping information. Our team has found that utility bills are currently the most reliable method for verifying address authenticity.
  We understand that this may be inconvenient, especially for customers who may not have utility bills in their name. In such cases, we do offer alternative checkout optionssuch as PayPalwhich often allow for quicker verification and smoother processing.
  Please note that our order confirmation email does mention that certain orders may be flagged for additional verification and provides an overview of what may be required.
  We truly appreciate your interest in shopping with SamsBeauty, and we hope to have the opportunity to serve you in the future under more favorable circumstances. If you have any further questions or would like assistance with an alternative checkout method, our customer service team is always happy to help.
  Sincerely,
  -SamsBeauty

• Initial Complaint

  Date:04/18/2025

  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 ordered *** and supplies and package never came. *********** sent package label to me with an apology that my package had somehow been separated from it. I think this is the fault of the shipper not securing the label properly and now I am having to do everything short of an act of congress to get my money back.**** refused to help me when I called and referred me to *********** saying the package was insured but it seems like that was a like and I demand help from them with the **** or that they refund my money.

  Business Response

  Date: 04/21/2025

  Hello *********
  Thank you for shopping with SamsBeauty! I am sorry to hear that you had difficulties with your shipping process. Based on the information provide the package was misplaced due to the shipping providers error. Since you received a letter from them this means that the mistake occurred during their delivery process.
  In order for our customer service department to assist you in refunding you order you will need to take these steps.

  
  Since the package was shipped through ****, you will need open a lost package case with them so that we can proceed with your refund. You can do so by directly calling ****. We need the customer to confirm the details with the shipping provider so that the reimbursement can be issued. Please call them and ask to open a lost package CASE, then provide our CS team with the case number (you can do so by calling or emailing).  They will the provide you with a refund.
  Thank you,
  -SamsBeauty

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23221610
  
  I am rejecting this response because: I clearly told them and the BBB that I filed the complaint with the **** and they denied my claim.  Their customer service informed me that they sent the denial letter to **** and I only found out because I followed up.  I gave all the info including pictures of their letter to me and receipts from my purchase as well as the screen shot of the charge to my card.  Now I need **** help as this is truly crazy.  Now I blame **** for not securing the label to the package properly so it could arrive with the package. NO I AM NOT SATISFIED and will make sure not to buy anything from them again!!!
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 04/24/2025

  Hello Virginia,
  Again, I am sorry to hear that you had difficulties with your shipping process.
  According to the information you provided **** let you know that the item was damaged during their shipping process. This issue was not because we poorly secured the label or that the label was separated from the package, but because the package was damaged.
  After that you then opened a ****** dispute on 1/25. Based on our records you did not email us or reach out on how to proceed with this process. We see that you did call us on 1/27 after filing a ****** dispute and we informed you that ****** would provide you with a resolution.
  This is because once you file a dispute through ****** our system will not allow us to process any refund as it will be up to ****** to refund you. Unfortunately, ****** and **** seem to have denied your claims. The **** claim says it was denied because:  correspondence not received (Incomplete/Incorrect or Missing claim information).
  At this time there is nothing we can do on our end to assist you with this matter. We were not given the opportunity to help you with the initial problem, and now our system will not let us refund you nor can we open a claim with **** as you have already opened one for this order.
  We are so sorry this happened to you. We appreciate you shopping with SamBeauty. 

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23221610
  
  I am rejecting this response because: I think that since they received the first response from the post office  ( I didnt receive response until I called to followup and was informed that postal incorrectly sent denial to **** instead of me.)  I want **** to help me with post office as they seem to dumb to get the this claim through although I was told by their *** on the phone that they had received all the needed info.  I will not be ordering anything else from ****!!!
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:04/17/2025

  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 ordered and item and decided to return the item, they item was received back to merchant on 3/7/25 in it's original packaging brand new and ** opened. I had file a dispute with ****** because i paid with buy now pay later so they can stop the payments. ***** beauty denied my refund so payapl decided to close the dispute and ask that i reach out to ***** beauty for a direct refund straight from them. I have been going back in forth via email with ***** beauty about my refund being that they have the item back and my money, they have not been responding, and when i call hanging up on me. so now they have the item back and my money. i been at this for over month trying to get my refund or the item sent back to me. i have attached tracking number showing item was sent back also pictures of emails i have sent over to ***** beauty.

  Business Response

  Date: 04/21/2025

  Hello ******,
  Thank you for shopping with SamsBeauty! I am sorry to hear that you had difficulties with your return/ refund process. I have looked further into this matter, and unfortunately as our customer service team has informed you there is nothing else that can be done to refund your ****** account.

  
  From what I found, you did contact us about a return which was approved in March, our team informed you that when the item reached our facilities a refund would be issued within 3-10 business days. This means that you would be refunded to your ****** and any payments made in the buy now pay later would be refunded to your bank. Unfortunately, before the package was inspected and a refund could be issued you choose to open a ****** dispute. You also opened that dispute with ****** on 3/7 prior to getting a response form our team. Our customer service team did speak with you and ask you for the tracking number to confirm that the item was delivered. You did not provide those details to us. As a result, when ****** reached out to us for a response we informed them of our return policy as we did with you. You informed ****** that the item was returned on 3/7/25, but never provided the tracking number.

  
  Once you filed the dispute with ******, our team can no longer issue a refund from our system. The issue is now in ****** hand and it is their decision on how to handle the matter. Therefore, we are not able to assist with this claim any further. 

  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23216972
  
  I am rejecting this response because:
  ****** has informed me many times that the merchant has refused the refund !! They closed out the dispute and I ask for me to get the refund directly from **** beauty ! Because the merchant has denied the refund but now you are telling me me to get it through ****** and they told me the merchant has denied the refund ? Are you able to show me proof where **** beauty approved the refund via ****** ? 
  

  the dispute has been closed in the merchant favor ! Which **** beauty denied the refund ! So what do I do now ? Just issue me the refund get a manager to overwrite the refund issue ? Why is this a big problem? The item is back with the merchant I need my refund? Can we reach out to corporate for this matter ?

   

  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/24/2025

  Hello ******,
  Again, I am sorry to hear that you had difficulties with your return process.
  As mentioned, because you opened the dispute with ****** right after the order was sent to us and never provided our customer service with the tracking details we were unable to refund you. We did not deny your refund with ****** we just provided them with the same information that we provided to you. Unfortunately, because the tracking was never provided to us or ****** your refund was denied. At this time there is nothing we can do on our end to provide you with a refund through ****** as our system will not let us refund you. Because of this error and us seeing that the item was returned we want to offer you some options to resolve this matter.
  We can either ship the product back to you or re can provide a refund in the form of a store credit to you account.
  Please let us know how you would like to proceed. We are so sorry this happened to you.
  We appreciate you shopping with SamBeauty. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23216972
  
  I am rejecting this response because:

  ****** has informed me the original dispute was denied by merchant so they closed the dispute I need my refund ! I need someone from corporate to give me a call to resolve this issue as stated before you have the item back in its original packaging! And I dont have my refund **** beauty denied the refund with ****** to start with so why you keep directing me to ****** I need someone like a ***** or corporate to help me issue me my refund ! I am going on 2 months trying to get my refund please provide me with corporate phone number !!  A manger that can help me issue me my refund as you guys denied it with the ****** dispute 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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.

  As of date of paid items 12/28/24 I never received the items I paid for $63.80 The delay started with **** a missed bin ( packaged shipped to several wrong postal hubs) I have contacted back and forth Samsbeauty and **** this company ( Samsbeauty) stated they cant do a missing claim because I did ( they told me I had to and lied saying they cant and for me check their website in regards to missed or lost items) so I recently did a lost claim 1/21/25 with a time frame up to 60 days based on the post office backed up. This company should be reliable to refund me and not put the negligence or responsibility of the carrier on me. I am out of paid items and my money! I would like if you can see common ground on this to make this company refund my money or expedite the items using a different carrier with a re- delivery in the name of *****!

  Business Response

  Date: 01/31/2025

  Hello *******,

  Thank you for providing those details. Since you have directly filed a CLAIM and not a CASE with **** they will be directly following up with you on the matter. 

  Our customer service team asked you to open a missing package case and provide the case number so that an investigation can take place, where **** would follow up with us. This would result in us providing you a refund. 

  Because this was opened as a claim **** will handle everything with you including the refund. They will decide on your reimbursement for the lost package after their investigation. If you have any issues with the process please reach back out to **** for updates.
  

  Thank you for your business and support.
  _Samsbeauty
  

  
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22867937
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 02/06/2025

  Complaint: 22867937
  
  I am rejecting this response because: The company indicated they asked me to open a missing package case which I did. It was included in my response to you (BBB) file image  IMG_0283.jpeg. As I mentioned in my early response this company should have refunded me the amount I paid for, I should not be awaiting the postal carrier that they chose to reach a decision. I did not receive the package since the date ordered 12/22 and it should be on the company watch not the consumer watch. So, you all should make them pay me what they owe me simple as that. 
  
  Sincerely,
  
  ******* Howard  

  Business Response

  Date: 02/17/2025

  Hello *******,
  I have looked into this and attached the evidence that you provided showing that you opened a claim with **** not a case. In your initial complaint you provided the claim number and the confirmation that the claim was opened with ****. I have additionally attached the email conversation with our CS team where you stated on 1/8/25:  that after contacting **** you would be able to pick the order up from their facility. You said they informed you that the item was not lost and that it was in a missed bin. Showcasing that the shipping provider was the one who transferred your package incorrectly.  Our CS team also received another call from you on 2/13/25, complaining that we should refund you as we changed your shipping address and sent it to the incorrect location.I have also attached the shipping address for your reference to show that it is indeed the address you entered.
  All and all, we will not be able to issue you a refund for this order. You have disregarded our policy, ignored our direct instructions,been very rude to our staff members, and changed your story on what happened to your package several times. Since you have filed a claim directly with **** as previously mentioned, their investigation will determine if you are eligible for a refund. If they deem your package lost they will directly provide you a refund for the items. Their decision will be the final result, as we are no longer able to assist you any further with this matter.
  Thank you, 

  Customer Answer

  Date: 02/18/2025

   
  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,
  
  ******* ******

• Initial Complaint

  Date:01/04/2025

  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.

  I bought the hair on 12/14/2024 and paid my hair lady to do my extensions and the hair is just strings not bleeding in. This says it's human hair and it's not bleeding in.I came 01/04/2025 to return the hair and he didn't want to return it. It's within the 30 days return policy. But he saying it has to be as original to be returned. I want a refund or store credit. This is not human hair it's not bleeding together.

  Business Response

  Date: 01/06/2025

  Hello ******,
  Thank you for shopping with us. We are sorry to hear that the hair was not blending in the way you were expecting. We know that can be extremely frustrating and we appreciate you providing this feedback to us. Unfortunately,the policy is correct we do not accept used products for returns. Hair is a hygienic item and we cannot be sure of how the hair was treated or manipulated. Based on the images we would not be able to refund you for the hair as you had it installed.
  Thank you for your feedback, you can reach out to the manufacturer if you wish to let them know about your experience with their products. They may be able to use this in their future production.
  _SamsBeauty  

• Initial Complaint

  Date:12/17/2024

  Type:Delivery 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 ordered hair on 12/13/24. I never received any email on order. The customer service lady claimed to be a manager. She claims the email was not correct. I know I put correct email because I received a email from them. I paid a 150.00. She advise their warehouse is not opened on weekends. I had to pay ***** for them to ship. I feel like I was scammed. I need the hair soon. I still have receive any emails. Now I feel this is a scam. 

  Business Response

  Date: 12/18/2024

  Hello *******,
  Can you please clarify the details of the complaint? Are you waiting on the order or to ship or are you having an issue with the delivery?Please provide the email associated with the account or the order number so that this an be looked into further.   
  Best, 

• Initial Complaint

  Date:12/14/2024

  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.

  November 18 2024 i placed an order online, the order was returned to the store due to address not being correct.. today is December 14, almost a month later I still haven't received my refund. It is not up to your employees or customer service representatives to choose when and who they refund. I expect a refund and I'm tired of waiting on your people to do their job. I'm looking into small claims court. I'm not in the business of losing money to a business that doesn't make money, having to charge 10 percent restocking fees etc. From the looks of it they also try to steal your money and keep their cheap products. I don't have to respect you in anyway shape or from. They're is no reason for you to be holding my money.

  Business Response

  Date: 12/19/2024

  Hello *******,
  We have looked into your order and or records indicate that your bank will be providing your resolution. Our customer service team spoke with you on 11/25/24 about the return to sender options and informed you that once the package was received at or facility a refund would be issued. This process does have to go through our returns department which is why we there is a wait until the order is returned. I see that your package did come back to us on the afternoon of 12/4/24. As our team was processing the return on the morning of 12/5/24 we found that you had already opened a dispute with your bank stating that the charge was fraudulent. Since you opened a dispute your institution will be determining if a refund will be issued. If you have yet to receive a refund, we recommend that you contact them to see the status of your dispute.There is nothing that can be done on our end as the refund is now based on the decision of the bank.
  Thank you for you time.
  _SamsBeauty 

• Initial Complaint

  Date:12/04/2024

  Type:Delivery 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.

  To Whom It May Concern,I made my order on 12/03/2024 and paid a total of $38.13. I emailed the company multiple times asking to cancel my order. They ignored my email multiple times. The issue isnt that they didnt see my email because I was having a whole conversation through email with a customer support. We were talking about shipping time which is when I realized I wanted to cancel because the shipping time was way too long. There should be no reason why Im not able to cancel my order, especially being that I inquire cancel my order the same day it was placed. When I emailed them inquiring about canceling my order, that is when they decided to stop replying to my email. I also went on the site to check my status update and it says cancel. However, I havent received an email confirming cancellation from **** Beauty or ******. I also went to go and see on ****** if the amount was refunded and it wasnt. So, I am writing to formally file a complaint against **** Beauty due to ongoing issues with my recent order and the poor customer service I have received. I am extremely dissatisfied with both the quality of service and the lack of resolution to my concerns.

  Customer Answer

  Date: 12/04/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:05/25/2024

  Type:Delivery 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.

  On may 20 ***** I order online from the merchant **** beauty 10 pack or pre stretch hair color M51 in the length size 50 inches . Saturday may 25 I received order number ***************** 10 packs of hair correct color but wrong length size **** club whomever pulled my order did not look at the order and read it correctly they would of clearly seen I order 50 inch as stated on invoice . If the length I order was out of stock *** club should of either did two called me or email me the customer to say item I paid for is no longer in stock if that was the issue and they should of asked my permission if I would like the length 24 and I would of told **** beauty no I dont want that length and I would of told **** beauty to cancel the order and refund me my money as a merchant when a customer pays for something that is what they paid for and expect to receive. I see many comments/complaints after I purchased about how **** beauty dont resolve their mistakes and expect customers to return items shipped back to them at customer expense I will not do that at all the nerve . I am looking for full refund Immediately and no FUTURE STORE CREDIT on my invoice at bottom shows picture of the hair sensational Braids Xpression 3x pre-stretched Braid 50 color M51

  Business Response

  Date: 06/10/2024

  Hello *********,
  Sorry to hear that you received the incorrect items due to an error made in our warehouse, and we do apologize for this inconvenience.
  I have looked into this matter and see that our customer service department has already followed up with you about the mistake. I see that on 5/28/24 a prepaid return label was emailed to you so that the items can be sent back. You are in no way expected to pay for this return. Once we have received the opened product we will issue you a refund. Please be sure to send those items back so that you can be refunded as soon as possible.
  Thank you for your time and business.
  _SamsBeauty

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21760771
  
  I am rejecting this response because:
  I emailed the company letting them know that I am out of the the country for the summer . My email  message was sent before  customer service sent me   email saying that they sent out pre paid return shipping label I even tried calling their customer service number which had me on hold for over 2 hours to speak to someone higher up ! I see that this is on going issue with this company NOT FULLFILLING CUSTOMERS *****S PROPERLY AND THEY ARE TAKING IT UPON THEMSELVES TO SHIP OUT WRONG PRODUCTS INSTEAD OF READING THE INVOICE CORRECTLY OR EVEN IF PRODUCT WAS SOLD OUT WHICH WAS NOT THE ISSUE , THEY SHOULD OF CANCELED THE ***** OR REACH OUT TO CUSTOMER VIA EMAIL FIRST 
  Sincerely,
  
  Illyhundi ******

  Business Response

  Date: 06/11/2024

  Hello,
  If a product is sold out or unavailable then we contact the customer letting them know, and asking them how they want to proceed. This was not the case with your situation. The mix up was due to a human error made in our warehouse.We have sent you a return label to send the items back so that you can receive a refund. Our team has not misled you or tried to shift blame for the mix-up in anyway. Yes, it is true that we receive a lot of calls and hold times can be long. However, our team has been more than willing to correct the issue. Our customer service department did reply to you and approver your claim the same day you contacted us, a label was sent prior to any knowledge of you planning to leave the country. If you are out of the country, you can always have someone else mail the product back to us and receive a refund. If no one can assist you with this matter then you can return the items once you are back. Again,we are sorry for the mistake made, and we are trying to fix the error. We ask that you please be cooperative and allow us to correct the issue or keep the hair if you so choose.