Complaints

This profile includes complaints for Crowned Luxuries LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crowned Luxuries LLC

  312 Assembly Point Ct Odenton, MD 21113-2919

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  Crowned Luxuries LLC

  Cross Campus Drive Towson, MD 21252

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:04/18/2024

  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.

  On April the 1, 2024 I booked an appointment for April 4, 2024 for a 30in wig and wig install + custom color after reading Crowned Luxuries Website & speaking with the owner, **** *****. The website said the *** I would be purchasing was virgin hair (Human hair that is undamaged and has never been chemically treated. ***** told me via Instagram direct message I assure you would be getting high quality and everything that you pay for without a doubt. My business is a very trustworthy business!.The hair I received was not what is advertised on her website and the service I received was not what the seller promised me. While in the salon I heard the hair was tangling as it was combed (acknowledged by ***** via direct messages) and within less than a hour of leaving the salon, the curls done by the stylist were falling and the hair was tangling. Over the next 4 days I noticed balding at the crown of the wig, & excessive tangling, shedding, & breakage. Virgin human hair is supposed to last 1-2+ years (* see ******** and should not be amassing damage every time the hair is manipulated. I paid $795 for the service in total and a $445 security deposit that I was would go towards the wig and hair dye. My wig was also not close to being dyed as I requested which I also spoke to ***** about.I reached out to ***** via direct message on April 9 about my displeasure in the quality of the hair, as it was surely not virgin hair, and requested that I be refunded $445 for this injustice. ***** originally told me she would refund me as long as I did not report her business, but that offer was rescinded. ***** then offered to recolor the already severely damaged hair (it was not colored as requested) and add more hair to wig as reparations. Then she gave me the option of returning the wig to her if I wanted my $445 deposit back. I did not accept these offers as they would not be just compensation for the very poor quality hair I received. If not fully refunded, 445 is fine.

  Business Response

  Date: 04/23/2024

  I AM NOT ABLE TO INSERT ATTACHMENTS HERE ******* THE DISPUTE RESOLUTION SPECIALIST HAS BEEN FORWARDED ALL ATTACHMENTS

  I am the owner of Crowned Luxuries, a wig stylist oering installs, wigs, and hair products. On April 1st, Charessa ****** contacted me via direct message on Instagram regarding a wig and installation package for her birthday. She desired a 30 wig, installation, and coloring. After discussing the pricing and deposit, she expressed concern about the total cost, despite being aware of the approximate amount from my booking site. The comprehensive price for the wig, installation, and coloring totaled $795, with a deposit of $445 covering the cost of the wig, which I promptly forwarded to my vendor for drop shipping. Despite her initial skepticism, I reassured her of the transparency and integrity of my pricing and business practices. I also specifically stated that I wouldnt want her to do anything she was uncomfortable with. If she felt uncomfortable, I advised her she didnt have to do anything she didnt want to. She proceeded with the deposit, and I promptly arranged for the wig's shipment and conducted the coloring process meticulously to ensure her satisfaction.

  During her appointment, although she initially displayed an attitude, I engaged her in conversation, establishing rapport by discussing common experiences, such as her attending *****************. As I styled her hair, her demeanor transformed positively, particularly when I fitted the wig, eliciting genuine delight over the color. Despite her indecision regarding the cut and style, I patiently accommodated her requests, investing additional time beyond her appointment to ensure her happiness by curling and cutting her hair 3 times , totaling 1 hour and 30 minutes.
  Following her appointment, she enthusiastically shared photos on her Instagram, expressing her satisfaction with the wig. Taking pictures & videos right outside of my suite and posting 7 of them the same day she got her hair done. Altogether, Ms. ****** has posted 17 pictures and videos permanently to her page on Instagram with the wig, about 10 story posts, and pictures have also been added to her highlights. Each picture posted she has liked multiple comments about her hair and the color of her hair. I have proof of posts from April 4th to April 20th. However, five days later after her appointment, she unexpectedly demanded a refund, alleging dissatisfaction with the hair's quality and color. In the message, she threatened to report my business. She made statements that included the hair was terrible, she hated it since the appointment, she even made a claim that the hair was synthetic. Which is false, synthetic hair burns when heat is added. The hair did not burn at all , as i had to recurling it 3 times for her. She also claimed the hair shedded and tangled. As anyone knows hair has to be detangled that goes for your natural hair or any extensions. None of the tangles shown in the video were outrageous. In fact, in one video, Ms. ****** combed through a section of hair multiple times smoothly then proceeded to lightly pull as if there was a tangle. May I also add that the wig is glueless so she can take it o at night and throw it anywhere as I do sometimes as well. That distorts the shape and
  style of the wig which forces you to have to detangle it thoroughly on your head. She also sent a video of shedding only 2 strands of hair came out. Which is natural once again it is hair. I have also confirmed with my vendor this is human virgin hair. This can be tested by and proved. I immediately responded and oered solutions such as recoloring & adding another bundle. I also oered a refund as long as she didnt report my business. She told me ***** think about it. She continued to post pictures showing satisfaction with the unit. The following day she said she would take the refund if I signed documents saying I wouldnt dispute the refund. I told the consumer for this refund would you be returning the wig as thats how a return/refund legally goes. She refused. Despite my immediate attempts to address her concerns and oer solutions, she adamantly refused to return the wig for a refund, insisting on keeping the product while demanding a full refund. Ms. ******, after refusing the refund, then blocked me and people close to me. She then proceeded to post and flaunt the wig, which I have proof. She proceeded to dispute the payment saying the transaction was a fraud and she never got what she asked for. Which false Ms. ****** got every service and good she paid for. I even oered to fix anything she was unhappy with. If it was a scam I dont see how she would be able to post pictures and flaunt the wig. I expressed to Ms. ****** if she hated the wig so much there shouldnt be any hesitation to return the product and get your money back. Instead, she blocked and continued to flaunt and enjoy her product.
  Upon consulting legal counsel, I learned that her actions constituted theft and were in violation of our agreed-upon policies, which explicitly stated no refunds, and any discrepancies in color would be addressed within reason. Legal counsel also advised me that I am not obligated to give a refund if the consumer refuses to return the product. Despite my willingness to accommodate her dissatisfaction with a refund upon returning the product, she persistently declined, resorting to blocking communication and pursuing deceptive means to maintain possession of the wig.
  I possess ample evidence, including our correspondence, signed agreements, and her social media activity, substantiating her satisfaction with the product and her attempts to exploit the situation for personal gain. It is evident that her actions constitute an unlawful attempt to defraud my business, and I am prepared to take appropriate legal action to uphold my business's integrity and policies.During her appointment, although she initially displayed an attitude, I engaged her in conversation, establishing rapport by discussing common experiences, such as her attending *****************. As I styled her hair, her demeanor transformed positively, particularly when I fitted the wig, eliciting genuine delight over the color. Despite her indecision regarding the cut and style, I patiently accommodated her requests, investing additional time beyond her appointment to ensure her happiness by curling and cutting her hair 3 times , totaling 1 hour and 30 minutes.
  Following her appointment, she enthusiastically shared photos on her Instagram, expressing her satisfaction with the wig. Taking pictures & videos right outside of my suite and posting 7 of them the same day she got her hair done. Altogether, Ms. ****** has posted 17 pictures and videos permanently to her page on Instagram with the wig, about 10 story posts, and pictures have also been added to her highlights. Each picture posted she has liked multiple comments about her hair and the color of her hair. I have proof of posts from April 4th to April 20th. However, five days later after her appointment, she unexpectedly demanded a refund, alleging dissatisfaction with the hair's quality and color. In the message, she threatened to report my business. She made statements that included the hair was terrible, she hated it since the appointment, she even made a claim that the hair was synthetic. Which is false, synthetic hair burns when heat is added. The hair did not burn at all , as i had to recurling it 3 times for her. She also claimed the hair shedded and tangled. As anyone knows hair has to be detangled that goes for your natural hair or any extensions. None of the tangles shown in the video were outrageous. In fact, in one video, Ms. ****** combed through a section of hair multiple times smoothly then proceeded to lightly pull as if there was a tangle. May I also add that the wig is glueless so she can take it o at night and throw it anywhere as I do sometimes as well. That distorts the shape and
  style of the wig which forces you to have to detangle it thoroughly on your head. She also sent a video of shedding only 2 strands of hair came out. Which is natural once again it is hair. I have also confirmed with my vendor this is human virgin hair. This can be tested by and proved. I immediately responded and oered solutions such as recoloring & adding another bundle. I also oered a refund as long as she didnt report my business. She told me ***** think about it. She continued to post pictures showing satisfaction with the unit. The following day she said she would take the refund if I signed documents saying I wouldnt dispute the refund. I told the consumer for this refund would you be returning the wig as thats how a return/refund legally goes. She refused. Despite my immediate attempts to address her concerns and oer solutions, she adamantly refused to return the wig for a refund, insisting on keeping the product while demanding a full refund. Ms. ******, after refusing the refund, then blocked me and people close to me. She then proceeded to post and flaunt the wig, which I have proof. She proceeded to dispute the payment saying the transaction was a fraud and she never got what she asked for. Which false Ms. ****** got every service and good she paid for. I even oered to fix anything she was unhappy with. If it was a scam I dont see how she would be able to post pictures and flaunt the wig. I expressed to Ms. ****** if she hated the wig so much there shouldnt be any hesitation to return the product and get your money back. Instead, she blocked and continued to flaunt and enjoy her product.
  Upon consulting legal counsel, I learned that her actions constituted theft and were in violation of our agreed-upon policies, which explicitly stated no refunds, and any discrepancies in color would be addressed within reason. Legal counsel also advised me that I am not obligated to give a refund if the consumer refuses to return the product. Despite my willingness to accommodate her dissatisfaction with a refund upon returning the product, she persistently declined, resorting to blocking communication and pursuing deceptive means to maintain possession of the wig.
  I possess ample evidence, including our correspondence, signed agreements, and her social media activity, substantiating her satisfaction with the product and her attempts to exploit the situation for personal gain. It is evident that her actions constitute an unlawful attempt to defraud my business, and I am prepared to take appropriate legal action to uphold my business's integrity and policies.

   

   

  Business Response

  Date: 04/23/2024

  ATTACHMENTS HAVE BEEN SENT TO  ******* ******. The dispute resolution specialist. 
  

  I am the owner of Crowned Luxuries, a wig stylist offering installs, wigs, and hair products. On April 1st, Charessa ****** contacted me via direct message on Instagram regarding a wig and installation package for her birthday. She desired a 30 wig, installation, and coloring. After discussing the pricing and deposit, she expressed concern about the total cost, despite being aware of the approximate amount from my booking site. The comprehensive price for the wig, installation, and coloring totaled $795, with a deposit of $445 covering the cost of the wig, which I promptly forwarded to my vendor  for drop shipping. Despite her initial skepticism, I reassured her of the transparency and integrity of my pricing and business practices. I also specifically stated that I wouldnt want her to do anything she was uncomfortable with. If she felt uncomfortable, I advised her she didnt have to do anything she didnt want to. She proceeded with the deposit, and I promptly arranged for the wig's shipment and conducted the coloring process meticulously to ensure her satisfaction.
  
  
  During her appointment, although she initially displayed an attitude, I engaged her in conversation, establishing rapport by discussing common experiences, such as her attending *****************. As I styled her hair, her demeanor transformed positively, particularly when I fitted the wig, eliciting genuine delight over the color. Despite her indecision regarding the cut and style, I patiently accommodated her requests, investing additional time beyond her appointment to ensure her happiness by curling and cutting her hair 3 times , totaling 1 hour and 30 minutes. 
  
  
  Following her appointment, she enthusiastically shared photos on her Instagram, expressing her satisfaction with the wig. Taking pictures & videos right outside of my suite and posting 7 of them the same day she got her hair done. Altogether, Ms. ****** has posted 17 pictures and videos permanently to her page on Instagram with the wig, about 10 story posts, and pictures have also been added to her highlights. Each picture posted she has liked multiple comments about her hair and the color of her hair. I have proof of posts from April 4th to April 20th. However, five days later after her appointment, she unexpectedly demanded a refund, alleging dissatisfaction with the hair's quality and color. In the message, she threatened to report my business. She made statements that included the hair was terrible, she hated it since the appointment, she even made a claim that the hair was synthetic. Which is false, synthetic hair burns when heat is added. The hair did not burn at all , as i had to recurling it 3 times for her. She also claimed the hair shedded and tangled. As anyone knows hair has to be detangled that goes for your natural hair or any extensions. None of the tangles shown in the video were outrageous. In fact, in one video, Ms. ****** combed through a section of hair multiple times smoothly then proceeded to lightly pull as if there was a tangle. May I also add that the wig is glueless so she can take it off at night and throw it anywhere as I do sometimes as well. That distorts the shape and style of the wig which forces you to have to detangle it thoroughly on your head. She also sent a video of shedding only 2 strands of hair came out. Which is natural once again it is hair. I have also confirmed with my vendor this is human virgin hair. This can be tested by and proved. I immediately responded and offered solutions such as recoloring & adding another bundle. I also offered a refund as long as she didnt report my business. She told me ***** think about it. She continued to post pictures showing satisfaction with the unit. The following day she said she would take the refund if I signed documents saying I wouldnt dispute the refund. I told the consumer  for this refund would you be returning the wig as thats how a return/refund legally goes. She refused. Despite my immediate attempts to address her concerns and offer solutions, she adamantly refused to return the wig for a refund, insisting on keeping the product while demanding a full refund. Ms. ******, after refusing the refund, then blocked me and people close to me. She then proceeded to post and flaunt the wig, which I have proof. She proceeded to dispute the payment saying the transaction was a fraud and she never got what she asked for. Which false Ms. ****** got every service and good she paid for. I even offered to fix anything she was unhappy with. If it was a scam I dont see how she would be able to post pictures and flaunt the wig. I expressed to Ms. ****** if she hated the wig so much there shouldnt be any hesitation to return the product and get your money back. Instead, she blocked and continued to flaunt and enjoy her product.
  
  
  Upon consulting legal counsel, I learned that her actions constituted theft and were in violation of our agreed-upon policies, which explicitly stated no refunds, and any discrepancies in color would be addressed within reason. Legal counsel also advised me that I am not obligated to give a refund if the consumer refuses to return the product. Despite my willingness to accommodate her dissatisfaction with a refund upon returning the product, she persistently declined, resorting to blocking communication and pursuing deceptive means to maintain possession of the wig.
  
  
  I possess ample evidence, including our correspondence, signed agreements, and her social media activity, substantiating her satisfaction with the product and her attempts to exploit the situation for personal gain. It is evident that her actions constitute an unlawful attempt to defraud my business, and I am prepared to take appropriate legal action to uphold my business's integrity and policies.