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:12/16/2022

  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.

  Me and mom were in there this evening and we purchase a couple of items and we always goes in there and I always purchase braids and my mom sometimes purchase masks and sometimes body wash for the body afterwards we sit and wait for our ride I sit in the electric scooter because I have a messed up leg due to an injury from a CTA bus accident that happened in September of this year 2022 it happened the 21st and I cannot stand on my legs period I have to sit down not only that I have terrible terrible arthritis in both knees and it hurts really bad and my mom is a Senior citizen 75 years old and today the Mexican girl that works in there approach us like we were two Criminals I don't appreciate that. At all she said we weren't allowed to sit in the electric Scooters while we wait on our Cab to come pick us up so I asked to speak to her manager and I even explained to the manager the reason why we were sitting there and he got smart with both me and mom I don't like how we were treated today we were treated like dogs they made us get out of the Scooters and I do have a picture of the front of the store they don't even have a bench up in the front for you to sit down they have the bench in the back by the bathrooms. I would like an apology from this store because I feel we treated like dogs and the Security guard went back and lied on us.

  Business Response

  Date: 12/28/2022

  Hi *******, 
  So sorry to hear that you experienced this in our store. Thank you for bringing these issues to our attention. This matter will be brought to our management team in hopes of providing a better shopping experience to our customers. We apologize for any unprofessional conduct you may have encountered, and we never want you to feel negatively.

  
  There is a bit of confusion on the situation as we noticed some differences in your complaint and the email that you sent to our customer service team, which has been attached.  

  
  Overall,we cannot allow you to sit in the scooters while you wait for your ride as we have other customers who need those to navigate around the store.  Especially if your mother was only using the scooter to rest while you all waited outside, as you mentioned in your email.  We do have benches by the bathroom that is in the front of the store and we recommend calling your ride ahead of time so that you will not have a long wait. They should be able to contact your phone to let them know that they have arrived. If you do not think that you can make it across the front of the store from the bench in time, then please ask one of our staff members to bring an available scooter to you so that you can exit. We recommend letting your ride know of your condition as well, to ensure that they are patient during this process.  
  
  We appreciate your business and support. Happy Holidays!
  -SBW

• Initial Complaint

  Date:12/12/2022

  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.

  Never received my order. Called for two weeks straight. Just want my money back. I have been back and forth between post office stating they never got my package. ***'s never sent the package out it's been taking so long just for me to get my money back and I'm still waiting to hear back from them. There's a lack of empathy from the customer service department and I've done business with ***'s over the years but I will not be doing business any further because of the lack of empathy from your customer service department. If a company drops the ball on what they're supposed to deliver they should accommodate the customer so they can keep them. I'm sure there are several other businesses that would love to have repeat customers. Please work on your customer service skills and accommodating your customers better for the future. I shouldn't have to call everyday just to hear if I'm getting my money back or not especially on the product that you never delivered What I've noticed there is no accountability on the part of the company and it seems like they really don't care. Very upset and dissatisfied customer

  Business Response

  Date: 12/12/2022

  Hi *******, 

  I am sorry to hear that you had a negative experience with our company. We apologize for the lack of empathy/ poor customer service experience you had.

  Unfortunately, we are not the shipping provider, so if the package is lost that mistake was not made by our company. However, we will always assist you with the matter after you have filed a claim/case with the provider. I have checked the records and our customer service team has spoken with you and followed up on your claim. Once the claim has concluded your refund will be issued, claims can range from 1-8 business days to conclude. 

  Thank you for your business and support. 

  -Samsbeauty

• Initial Complaint

  Date:12/06/2022

  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 purchased an order back on November 13th and never received it.

  Business Response

  Date: 12/07/2022

  Hi **********, 
  
  I am sorry to hear that you have not received your order yet. That is definitely a concern that our customer service team is able to help with. Please contact them As soon as possible, to receive assistance. 

  Our customer service team can be reached at this toll free number 1-888-920-****(7267) or emailed at ************************************

  Thank you for your support.

  -Samsbeauty
  

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18535122
  
  I am rejecting this response because: I already contacted customer service and a refund hasn't been issued yet.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/08/2022

  Hi,

  If you have contacted our customer service team and they had approved a refund then please allow **** business days for refund to be issued. The amount of time it takes depends on your bank. 

  Best, 

  Customer Answer

  Date: 12/09/2022

  I need something in writing showing a refund has been processed.
  Complaint: 18535122
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/20/2022

  Hi **********, 

  We've followed up with our CS team about the details of your order. In your previous conversations with them I see that they informed you twice that you needed to open a lost package case to receive a refund, but you never followed up. However, based on the tracking I see that your delayed package was actually delivered to you on 12/13/22. I am happy to see that you did get your order!

  I have attached an image of the tracking. 

  Thank you for you support.

  -Samsbeauty 

  
  

  Customer Answer

  Date: 12/21/2022

   
  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:11/07/2022

  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 Received hair products from **** Beauty 10/12/2022 after receiving the package I opened it the next day 10/13/2022 and saw that the product Sensational Synthetic Lace Front Wig Empress Edge 3-Way Free Part Lace Wig Brooklyn was damaged with a hole in the center part. Right away I sent **** Beauty an email letting them know that I had received a damaged item and on 10/14/2022 I received an email from **** Beauty requesting that I send them more photos of the packaging and showing that the wig was still attached and it was exactly how I received it.Date of transaction: order 10/10/2022 received the product on 10/12/2022 Full Total of purchase amounts $66.71 with other items included Cost of product $25.99 + $2.50 shipping + $2.87 Taxes = $31.36 Business committed to provide: All claims regarding damaged items, missing items, lost packages and return requests should be done within 14 business days from the delivery date. The nature of the the dispute: email from **** Beauty 10/18/2022 your damaged item claim has been denied. When reviewing the tab was pulled through the lace in order to make it damaged.Which is not true, the plastic bag that it comes in once I opened it thats when I saw that the item was damaged with a hole in it. And the only way I was able to show **** Beauty the damaged product, I reported it right away taking photos as requested by them. At this point they are clamming that I put a hole in it which isnt true, I really needed the hair for my trip why would I do that is what I explained to them. I also asked if they would exchange and please send me an un damaged product.This issue has not been resolved. Account: **************** Order: ***************** **** Tracking # **** **** **** **** **** 25 I tried sending you photos but It wasnt letting me, but I do have some and all the emails between **** Beauty and I. Please contact me if further details or Information is needed at ****************

  Business Response

  Date: 11/08/2022

  Hi *******,

  Thank you for reaching out and I am sorry to hear that you had this issue occur before your trip.

  I have looked into your complaint and why it was denied. Base on the images you provided to our customer service, they concluded that the hole was caused when you removed the wig from the package. The images you sent via email showed that the unit was not attached at the top, and that the hole was likely caused by you pulling the wig from the packaging where the tab is connected to the box and hair. As well, based on the size of the hole our team was able to confirm that the item did not leave our facility in that way, as the units have been checked for quality control buy the manufacture.

  Sorry that tis issue occurred, but this is why the claim was denied. 

  Thank you for your business and support.

  -Samsbeauty

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18370531
  
  I am rejecting this response because:

  
  The product arrived in this condition, it was sent out to me with a hole in it and they are claiming that they can tell that I ripped the wig buy removing it from the tab in a picture, when it fact thats not true.  It came like that and I sent them pictures showing how it came and they just decided that I did that.  When in fact once I removed the plastic that comes over the wig the hole was very visible to the sight. And I immediately called them and was instructed to send the pictures just slightly moving the net off the wig so that the picture looks clear for them to see the issue.

  In these pictures you can clearly see the hole in the lace center part and you can see that on the card board that it comes on has no hole that the wig was pulled from for me to make a hole in that wig.

  This item claim isnt true and I wouldnt go this far to prove that a $30.00 wig it came like that if I had done this, its the principle of what they sent and how they handled everything by blaming me,this makes me so unhappy to see that they are so fast to not say that their company made an mistake and blame it all on the customers and get away without actions being provided on there part.

  its simply a ripoff and lies.

   

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

  Business Response

  Date: 04/10/2025

  Please see attached.

  Customer Answer

  Date: 04/10/2025

   
  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,
  
  ******* *****

   

  I will accept the store credit from the business, but I havent received anything yet so I just want to make sure that they do as they say they would.

   Thank you

• Initial Complaint

  Date:08/26/2022

  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 paid over $100 for my order. I wanted to return one item within 14 days. However, they sent me through the process and denied my refund. I will never buy anything from them again!!! They need to close!

  Business Response

  Date: 09/13/2022

  Hi Kia, 

  We have looked in to your refund request and it was summitted after fourteen days of receiving the package. This is why your request was denied, we have attached screenshots for refence.  

  Thank you. 

  -Samsbeauty

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17781552
  
  I am rejecting this response because: you all took days probably a week to give me the merchandise number which is what yaw said I needed to return the product. You all make process long and difficult so returns can't be made on time. Why wasn't the return shipping label in the box like every single other business!
  
  Sincerely,
  
  Kia ****

  Business Response

  Date: 09/20/2022

  Hi Kia, 

  Unfortunately, I am not sure what number you are referring to. In order to request a return all you need is you order number and email address. After the return has been approve then you will receive a return number. The reason your request was denied is because you submitted the request on August 25th at 4:57 pm ( the end of the business day) which can be seen in the screenshot from our initial response. Based on your tracking you received the package on August 10th, meaning you had until August 24th to submit the return form. Since this was done after the deadline your request was denied. 

  Tracking Number: https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=9405511898666991562143

  Thank you, 

  Samsbeauty

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17781552
  
  I am rejecting this response because: it still took them well over a week to give me the merchandise number to return the product. I never ordered from you all and that will be the last! Terrible business!
  
  Sincerely,
  
  Kia ****

• Initial Complaint

  Date:08/11/2022

  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.

  On 7/21/2022, I placed an order on **** Beauty website. I entered the full address with the unit number. I do recall it showing me a recommended address but did not notice that it had removed the unit number. *** showed that the package was delivered on 7/30/22 at 11:33am and on 8/2/22 I went to the administration office of the building. The manager showed me the log of all packages and allowed me to search the mailroom and it was not there! I spoke to the *** delivery guy and he said to go to *************** because it was a sure post to be delivered by ***** I went to the post office and they ran the tracking numbers and showed me that the package was never handed off to them. Today 8/11/22, I went online and **** and called and they are a still showing awaiting package and to call ***. *** rejected the claim online. I called *** and they said the shipper has to initiate the claim because they authorized it to be sent via ********** I called **** and was told that they never initiate claims and once I get either *** or **** to open a claim then they will issue my refund. They refused to call *** to initiate the claim! Please help!

  Business Response

  Date: 08/24/2022

  Hi *****,
  

  We are sorry to hear about the issues you are having with your package. Our customer service team has reviewed the matter at hand.

  Based on your tracking it shows that *** delivered your package and was not intending to pass it off to ***** The *** tracking for your order does not provide any **** tracking information, which will be at the top of the tracking screen if sure post intends to hand the package off to *****

  Since this issue is with *** you as the recipient  are responsible for calling and initiating a claim, which will then be passed on to us as the shipper. The recipient must open the claim as *** has to do an investigation,and that process will require details that can only be provided by the recipient. Our customer service cannot resolve the issue until the claim has been filed.

  As well, our system shows that you filed a dispute with PayPal. Once the dispute is filed PayPal will be in charge of the resolution and as a result nothing more can be done on our end. Again, we are sorry that you experienced this problem and hope that you were able to get things sorted through PayPal.
  

  -SamsBeauty