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:05/07/2024

  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.

  Place order on may 2nd emailed business on may 6th because item was still not shipped out and hours later i get another email saying it was out of stock and would be issued refund i still have no refund order # *****************

  Customer Answer

  Date: 05/11/2024

  
  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:04/21/2024

  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 placed an order on March 18, 2024 and a package was supposed to be delivered, it never was. I filed a claim with *** and they declared the package lost. They also told me they sent out a check for the claim to cover the package. I followed up with ***'s Beauty and I was told by customer service representatives that they had no correspondence from *** regarding the claim. I spoke to *** again and was sent the information regarding the claim and again they told me ***'s Beauty recieved a check. I made *** aware that they told me (**** Beauty) they did not after numerous conversations with customer service representatives. I also sent emails that went unanswered with information from ***. I spoke to *** again and one of the managers said she would contact them to help me resolve the issue. She spoke to them, they told her they recieved a check, but voided it because package was delivered and it was not. She also told me they were not working with her to resolve issue. I have an email from manager stating as such. I would like all my points with them to be credited as a refund to my account, since I do not want anymore contact with them and will not be purchasing from them ever again. They did not tell me the correct information when I called to inquire about status of refund due to lost package.

  Business Response

  Date: 04/23/2024

  Hello ***********************,
  I have spoken with the customer service matter in regards to this complaint.
  When the package was initially reported lost and *** started the investigation they did state that the order would be refunded as they deemed the package lost. This is when our team informed you that a refund could be issued. However, after *** made this decision they issued an update. They stated that they located the lost package and that the item would be delivered. Since *** has delivered the package to you this means a refund is no longer available. As well, based on the *** policies and procedures,their reimbursement for the lost package will no longer be available on our account as the package was deemed found and delivered. *** will not continue provide a refund if the package is found as there is no longer a need for them to reimburse the lost merchandise.  
  Tracking Number : 1Z5932900398515848  ****************************************************************************************************************

  As you can see via the tracking details attached, you directly contacted *** and requested them to redeliver the package after the claim was issued. If you just wanted to receive a refund for this order then there was no need to request them to redeliver the order to you. Since that was done, the claim is null and void. Lastly, if the package was still not delivered after their investigation then you can open a new lost package case with *** to have this matter sorted out. Based on the information that the shipping provider has given we believe the package to be delivered upon it being located, therefore a refund will not be issued. 

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21605595
  
  I am rejecting this response because: I rescheduled due to the package assuming it was found, not knowing until I spoke to **** Also I can not file a claim on a package that was already declared lost and not delivered. Therefore this response is not correct. I asked for a refund and ***'s Beauty would not issue a refund on a package that was lost and not delivered as by the evidence.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/02/2024

  Hello ***********************,

  Tracking Number :1Z5932900398515848 *********************************************************************************************************************;

  Thank you for the reply. As you can see from the tracking details provided by *** you requested that the package be redelivered on 4/11/24. The claim that was issued was for the lost package, which was opened on 3/27/24.
  The package was initially deemed as lost on 4/1/ 24 and on 4/2/24 *** stated We received a request from the receiver to reschedule the delivery.  From there the package tracking was updated. The package then arrived in your city on 4/3/24 at 5:23 A.M. On 4/3/24 at 6:37 A.M *** stated The delivery date has been rescheduled as the receiver requested This was then confirmed on 4/11/24.You also reached out to our CS department about the new estimated delivery time in which they told you to wait and see if the tracking updates and if the package arrives. The package was delivered on 4/12/24, making the claim invalid as *** has found and delivered your package. 

  Based on the details provided by *** and your lack of evidence of the delivery process, we have concluded that the order was indeed delivered. If you were hoping for a refund rather that receiving your order, then you should not have asked *** to redeliver the order post claim. Since they did fulfill their delivery per your request a refund is no longer an option. Therefore, no refund will be issued on their end as they are no longer liable for your lost package. The conclusion will remain the same.
  Thank you for your time. 

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21605595
  
  I am rejecting this response because: as per email from *** **** beauty was regarding package still being lost. Again package was not delivered, there is even no photo which I attached. The supervisor contacted **** beauty to resolve issue. The receiver was because the package was assumed found. I can't open a claim as mentioned prior because package was already declared lost and as I can't request a refund as the receiver. Following *** procedures per email. Again **** Beauty has not taken responsibility. I would like my account closed and no further communication with ***'s Beauty.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/26/2024

  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 purchased a wig from thus company and received it in a timely manner. It was clear that I received what I ordered. However, once this wig was worn the very first time (cleansed and prepared to be worn according to the instructions given), my face and scalp began to itch. I removed the wig and washed both to attempt to stabilize my face and scalp. I then reached out to Samsbeauty.com to inform them of what happened to. I chose to email them as this means has worked with other companies. I received the same automated message stating that there was nothing that could be done. I felt this was extremely poor service and that most companies would attempt to offer some percentage of the cost back to the customer or something to make the customer feel valued despite the outcome. I received nothing of the sort and informed them that I would be reaching out to BBB. I urge anyone and everyone to steer clear of this so-called company.

  Business Response

  Date: 02/28/2024

  Hello *********,
  Thank you for notifying us of your experience. We are sorry to hear that you received a rash after wearing the unit for the day. I have spoken with our *************************** and our management team,and they have stated that the police is as follows. By using the SamsBeauty.com, you expressly agree that use of the SamsBeauty.com is at your sole risk. The information, products, and materials contained or offered in this site are provided on an AS IS and AS AVAILABLE basis with no warranty.SamsBeauty.com is not the manufacturer of the beauty products it sells,SamsBeauty.com does not accept any liability for the failure of products it sells to meet any specify needs of a user of the product or for any loss,damage or injury caused by such products. Additionally, we do not know what products/ methods you used to clean the unit or adhere it. If you believe that something about the unit caused this irritation then we do recommend reaching out to the manufacture.This may help them to improve their product down the line.  
  Thank you for your time and business.
  -SamsBeauty

• Initial Complaint

  Date:02/14/2024

  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.

  They never refunded my money for an order that I returned nor did they respond to emails regarding my order after initially approving the return. However *** tracking says they signed and received my return. I am out of $362 and have nothing to show for it. I would strongly advise NOT using their site, unless you have money to burn.

  Business Response

  Date: 02/19/2024

  Hello *********, 

  Sorry to hear that you have experience an issue with receiving your refund. Please provide your order number, tracking number and email address so that is matter can be looked into. We will have this escalated and to ensure that you receive your refund for the return. 

  Thank you , 

  -SamsBeauty

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21291977
  
  This has not been officially resolved but I have attached a pdf with the information **** Beauty has requested. I am awaiting their response/resolution. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 02/26/2024

  Hello, 

  Thank you for following up with the details of your order. We do apologize for our error as I can see that a refund was never issued. Thank you for bringing this to our attention as we discovered there was a miscommunication with our customer service and return departments. In the future please reach out to our customer service team to provide the return tracking number or just follow up on the status. They will be able to address any errors much faster with direct contact. Our team has issued the refund to you, please allow 3-10 business days for the credit to apply back to your account depending on your institution.

  Again, we apologize for our error in this matter, and we appreciate your business and support. 

  Sincerely, 

  -SamsBeauty

• Initial Complaint

  Date:02/12/2024

  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 ordered a flatiron comb from this company I put my billing address separate from my shipping address... But when I went to the review before I accepted it showed me it was going to my billing address and not my shipping address. So before I accepted it I tried to fix it thought that it was fixed successfully... It didn't fix in the system. It shipped to my home where I'm displaced from due to a fire and having remodeled.... I wasn't there to receive the package so it was returned to sender when I emailed customer service they told me that I would have to either pay them again to ****** it or if I don't want the product anymore I would get a refund minus the restock fee. No what kind of customer service is that. So I'm hre to report this shady business practice cause that's crazy

  Business Response

  Date: 02/19/2024

  Hello *******, 
  Sorry to hear that your order was not delivered to the address you wanted. In the future always double check that everything is correct before checking out. As well, if you need an update to your address you can always contact our CS department to ensure that everything is updated. Unfortunately, since this error was not made on our end the details that the customer service representative mentioned are the available options for this matter. All details on our policies can be found on our website for your reference. 

  ****************************************************************************************************;

  Thank you, 

  -SamsBeauty

   

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21283657
  
  I am rejecting this response because: I actually did check to make sure the address was right. But the problem with the system your company uses doesnt decipher the difference between mailing and billing address. Cause my billing address is different from my mailing address.... I've been having packages sent to my P.O. box for years. So again I wish that you stop insulting my intelligence... So unfortunately I'm not going to accept your response and the options that you are offering is unacceptable cause I shouldve gotten an message letting me know ahead of time about could happen if I didn't receive my package. Major companies don't have a problem resending packages out if it was resent back to the company. But apparently it's going to to break the bank to resend a product that was sent back to you. And asking for a reshipping and not taking accountability is not good business.... Mind you then to tell them and if you decide to not pay the reshipping fee to further insult the customer. Cause now that's an inconvenience for you now. The company isn't going to give you a full refund we need a restocking fee... Lol... Your company will continue to get bad reviews from me. Hopefully enough bad reviews will close your company down. So enjoy. Ciao

   

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

  Business Response

  Date: 02/21/2024

  Hello,
  Sorry if our response was in anyway insulting to you, as this was not the intention. Firstly, during checkout you will see the option to enter you shipping (mailing address). Once you enter your payment information there is a box to check and confirm if the Billing address is the same as your mailing address. The first address that you enter will be the mailing address as this is prompted prior to payment information. Please note that the address can be updated at any point prior to checking out. Once you have checked out you will get a confirmation email with the shipping information and our system will not make any updates or changes on its own. Since we like most retailers do not send out a list of policies with the confirmation email, all policies can be easily found on our website. This way the customer has the option to review all policies prior to purchase. Unfortunately, we only cover the reshipping and restocking fees if an error was made on our end, and we do charge for restocking as mentioned in our policies. Yes, we are a smaller company so all of our policies may not reflect those of major retailers. However, 81 % of major retailers do charge for shipping labels on returns or reshipped items (i.e. Fashion ***** ***** Macys ******** Eagle, etc.). Therefore, we do think that our polices is fair and just.
  
  We do appreciate you providing us with this feedback, and I have passed your concerns and complaint on to our management. Unfortunately, I cannot override the policies put in place as that would be unfair to our other customers. You can find the link to our polices and images of our checkout screen below for your reference.
  ****************************************************************************************************;

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21283657
  
  I am rejecting this response because: you have done what you said you needed to do. Even though you didn't mean to be insulting per say. But acting as though the program that you are using to conduct your sales does not have areas or flaws, in turn passing it off as a customer error spoke volumes.... And as far as policy goes if you don't have the power to fix problems in customer service. Then why are are you bothering to tell me you can't do nothing. But thanks for passing my concerns to the manager
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/28/2023

  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.

  I want in the store to get a wet and wave wig and the sell person toke the wrong wig to the cashier a straight wig

  Business Response

  Date: 12/29/2023

  Hello ******, 

  Thank you for letting us know about the inconvenience you experienced. Sorry our staff member made a mistake and brought the wrong wig up to the front before checkout. Unfortunately, we cannot provide you with a refund as you have the option to look the item over before the purchase is made. If you have not used, altered or opened the item, then you maybe able to return it at the store. Please contact the **************** team at ************************************************ in Melrose Park about the issue. 

  Thank you for your business and support. 

  -Samsbeauty Warehouse 

   

  Customer Answer

  Date: 12/29/2023

   
  Complaint: 21068328
  
  I am rejecting this response because:
   I have a right to a refund if I was giving the wrong  product. When I was told I can exchange the wig they didnt have the wet and wave wig anymore. Then when I call the store on 12/29 i was told the / lady do remember me and that she told me the wig  wasnt wet n wave and I can not get a refund and cant exchange it cause I call the police when he was going of policy rules letting me exchange and that the lady did tell me that .
  Sincerely,
  
  *********************

  Business Response

  Date: 04/10/2025

  Please see attached.

• Initial Complaint

  Date:10/28/2023

  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.

  For some time now I have been disrespected by the staff here in melrose park. They told me yesterday to file a case against them and they make me do separate purchases in different parts of the store. They also card me and tell me to go to atms around the city but all the other clients to buy without being carded. They allowed me to shop and told me that they can't let me buy anything because the store was closed for 2 mins. A asian owner told me that she only uses the blacks for their cash and they don't care. She also said she really don't like blacks. They follow me around the store and told me that they didn't want me to buy wigs and make me feel smothered.

  Business Response

  Date: 11/02/2023

  Hello ******, 

  We are so sorry to hear that you had a negative experience in our store. . We value our customers and always want to provide a positive shopping experience, and we are sorry that you did not receive that.We appreciate you making us aware of the matter, this issue will be elevated and passed on to our management team. We hope to use this feedback to improve our store and customer experience in future.

  We appreciate your business and support, thank you .
  -SBW

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20795901
  
  I am rejecting this response because: This response won't stop the abuse that I go through with these store location. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/17/2023

  Hello ******, 
  We stand behind our original response as we would never treat a customer in the manner described. Again, we appreciate you bringing your experience to our attention, and we have taken the time to elevated your issue.
  Thank you. 

• Initial Complaint

  Date:05/30/2023

  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.

  I bought 2 human hair wigs from samsbeauty.com. One fits but the other has a small wig cup that doesn't fit. The wig is still new with tags as was sent and box and everything intact. Samsbeauty.com is saying they can't do anything on the order and that I have to keep the wig.

  Business Response

  Date: 06/12/2023

  Hello ******, 

  I am sorry to hear that you are having an issue with your return. Please provide more details as to what information you received from our customer service team. Providing a screen shot of the email would be helpful in allowing us to assist you with this matter.

  Thank you.

  - Samsbeauty

• Initial Complaint

  Date:04/18/2023

  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 a wig from you guys and it charged my card and above the card information it said to use paypal for international users and I did not notice that message. I was not sent a confirmation for my order nor a tracking ID. I check my orders and nothing is listed for the wig I have purchased. I need this issue to be resolved immediately and a refund issued back to my card because this is very disappointing.

  Business Response

  Date: 04/28/2023

  
  Thank you for choosing Samsbeauty.com!
  
  We apologize for the inconvenience. We have found no record of your payment in our database. Please contact your bank to verify that the charges have been finalized. Please also note that pre-authorization/pending charges may appear as a debited amount but is not completed. We will not capture the funds.  Pre-authorization/pending charges will typically release within 48 business hours. When placing an order, we ask that you be sure that the billing name and address matches exactly what the card is registered with. 
  
   If you continue to have difficulty, please try PayPal as an alternate payment method.
  
  If you have any questions or concerns please dont hesitate to contact us:
  Monday-Friday
  9am-5pm CST
  Telephone: (888)920-**** (7267)
  E-mail: ************************************
  
  Sincerely,
  Samsbeauty.com
  
  

• Initial Complaint

  Date:02/06/2023

  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 purchased an Upscale Wig from samsbeauty.com on Jan 5, 2023. I received the order on January 12, 2023. I open the box and the wig is not an Upscale wig. It was packaged in a plastic bag and in a Ali **** box. I called and asked about the fact that the wig was not an authentic wig from Upscale that I have purchased from them before. I requested a refund thru their refund process and returned the wig to them in the appropriate time. I paid $145.74 for the wig and they only refunded $54.42 of my money. I called about the incorrect amount and was told, that I altered the packaging and there was a 30% restocking fee plus shipping. I explained to the customer service rep that I did not alter the package and that the calculation still does not add up to over $90 of my money not being refunded. The math is not correct and they should correct it and refund the full amount minus shipping. I was told that there is nothing else that can be done because the refund is complete. I previously bought other Upscale wigs from samsbeauty.com in December, they were packaged the same way in a plastic bag and inside of Ali **** box, the quality was not Upscale. I have an Upscale wig that I purchased from them last summer. It came in an Upscale recycled box, nicely packaged and sealed. It was not packaged in an Upscale packaging, I returned it and received a full refund minus shipping which they took $8.99 for. Now they have kept $91.33 of my $145.74 stating a 30% restocking fee and shipping and refuse to correct it. The customer service rep refuse to let me speak to the owner whom she states don't speak to customers and according to her there is nothing else to be done. This is absolutely fraud and I definitely would like my full refund. If nothing else alert other customers of their fraudulent practice and be mindful not to shop from them in the future or at your own risk.

  Business Response

  Date: 02/07/2023

  Hi ******,

  Thank you for reaching out to us. In relation to the Upscale wigs, these are authentic Upscale units.AliHairs is the Upscale manufacture, the packaging has changed but the product is still the same and the same quality. In regards to the restocking fee, you received this fee because the returned item has been removed from its packaging. We did see that then calculation was more than 30%, this was a system error that occurred because of use of the promo code. This error has been corrected and you have been refunded the additional $41.25. This will bring your refund total to $95.67, after the deduction of restocking and shipping fees.

  
  Thank you so much for bringing this to our attention and we appreciate your support!
  -SamsBeauty

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19341041
  
  I am rejecting this response because: I would like a full refund minus the shipping per your policy. Samsbeauty.com is engaging in fraudulent business practice. I did not remove the product from its packaging. This is merely an excuse to keep my money claiming a restocking fee. You sent the wig in a clear plastic bag inside of an ALI **** box with a label on the side of the box (please look at the picture attached to this complaint). Please explain what packaging was removed. You really should take a picture of the packaging you send to customers so in case they return it, You don't falsely accuse them of altering your packaging. The box was sealed and shipped at **** Are you implying that *** opened the box and altered the product before it arrived to you. I highly doubt that is the case. The moment I opened the box and saw the packaging, I knew it was not an authentic Upscale Wig. The quality is Trash compared to one I previously purchased from you. I opened the plastic bag and the **** smelled awful. I placed in back in the bag inside the box and return it. Again, I have purchased an Upscale wig from you before and this is not the packaging it came in. The last three Upscale wigs I purchased from you came in a plastic bag inside of Ali **** box and I returned all three to you the same exact way they arrive. Your customer service rep told me that as long as the package is return in its original form there is no restocking fee. The two wigs I previously returned to you on January 12, 2023 in the plastic bag inside the ALi **** box exactly how they arrived was not charged a restocking fee. I would like my full refund minus the shipping as your policy states. 

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

  Business Response

  Date: 04/10/2025

  Please see attached.