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Business Profile

Hair Products

East African Secrets

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hair Products.

Complaints

This profile includes complaints for East African Secrets's headquarters and its corporate-owned locations. To view all corporate locations, see

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East African Secrets has 2 locations, listed below.

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    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/09/2025

      Type:Product Issues
      Status:
      Unanswered
      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 03/23/25 and per their shipping policy it takes 3 to 7 business days for them to ship in the **. It's been now 13 business days; 17 days including weekends and the order has not shipped. I requested for them to cancel and refund me my money yet the merchant refuses. Since the order has not been shipped, I do not see the reason why, they are refusing to refund me my money.

    • Initial Complaint

      Date:04/02/2025

      Type:Product Issues
      Status:
      Unanswered
      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 bottle of hair growth oil for $28 and it was never sent. I asked for a refund of my money and they refused stating that they shipped it even though the tracking shows the post office had been awaiting their package since March. It was clearly never shipped and I would like a full refund of the money.

    • Initial Complaint

      Date:03/12/2025

      Type:Product Issues
      Status:
      Resolved
      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.
      Pretty sure this company is a scam. I placed my order on 2/20 and recently emailed them about a shipping update. They responded to my email giving me the run around saying there was a delay in shipment but they appreciate being apart of my hair journey. I responded asking if there was a way I could get a refund instead, since days had passed again and I still received no update from them. They responded by denying my refund request and told me my order shipped. When I asked for a shipping confirmation, they didnt give me one and said theres delay in shipment and they apologize but they keep repeating the same thing without further explanation.

      Business Response

      Date: 03/30/2025

      Hi *******, I apologize for the response that our customer service agent have given you. Your order has shipped we are also going to add a free hair growth oil in your order for the wait. We are going to train our customer service agents to respond in a better manner to resolve any issues our valued customer may have. Again sorry for any order delay due to high order volume! 

      Customer Answer

      Date: 03/30/2025



      Better Business Bureau:

      I accept the business's response to resolve this complaint. Please let me know when the free item ships 

      Regards,

      ******** ****

    • Initial Complaint

      Date:02/26/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 February 3rd for a hair oil. I followed up after two weeks for an update and got a email saying that they had a high order rate and nothing was fulfilled. And that I would recieve tracking info once it does. I followed up about a week or so after that after sending an email that I would like a refund and they emailed me back saying they are not giving me a refund because the order was shipped and fulfilled. I checked my order number through their website and it states that the order was not fulfilled or shipped so they lied. I would like refund *****

      Business Response

      Date: 03/30/2025

      Hi this customers order has been shipped out she will also receive a free gift with her order for the delay. We apologize for any delay due to high order volume . Your order should be delivered before the end of next week!

      Customer Answer

      Date: 04/03/2025

      [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 

      Complaint: 22991867

      I am rejecting this response because: 

       

      after BBB sent me their response about my order shipping out by end of this week I emailed them March 31st ( see attached. " still no update to my order nothing has been shipped out and it's been over a month. No shipping confirmation or tracking . What exactly is the purpose of selling a product taking people money and not delivering. M

      They replied with the exact same pre written message from Feb 26 " thank to for your patience and apologize  for  the delay in shipping your order. I understand your frustration and we are working hard to resolve this. Due to high volume of orders there is a processing delay but your order is being prepared .. ( see attached. 

      I placed my order Feb 3rd it's been two months now. I would like my refund please so I am rejecting their response about shipping my order out because they clearly are lying and taking people money. I spent ***** on this order and nothing has been shipped. They advertise on TikTok and IG with all these videos and are just taking people money. It's a scam. They need to be shut down 

      Regards,

      ****** ****

    • Initial Complaint

      Date:10/08/2024

      Type:Delivery Issues
      Status:
      Answered
      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 september 21 i placed an order for a bottle of hair growth oil, leave in conditioner, and rapid repaid conditioner. i spent $76.77 its been over two weeks and i have not received my items and have sent 4 emails and heard nothing back. i downloaded the shop app to track my package and it says ready to ship and when i click the tracking number it says *** has not received my package. i would like to just get my money back if possible i dont want to wait any longer with no response from the company. i have the receipts and i am ready to get a refund.

      Business Response

      Date: 03/30/2025

      The customers order was delivered i attached that to this response! Thanks

      Customer Answer

      Date: 03/31/2025

      Hello- i ended up contacting my bank to get a refund for dispute.. and when they conacted east african secrets i suppose the lady finally realized i was not letting up about receiving my money back. although she didnt send my money back she decided after about 3 months to finally send me the products.. so it is resolved i suppose. thank you for your help. 

    • Initial Complaint

      Date:09/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have not received my order for my product. I would like s refund

      Business Response

      Date: 03/30/2025

      Hi, Customer received their order we have attached the delivery confirmation to this response! Thank you

    • Initial Complaint

      Date:08/30/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Purchased on July 20th received email confirmation was told would receive shipping information. Never received anything still nor to this date. Notice many posts on Tik toc contacted there no response. Sent emails directly on website no response. I paid ***** I have all my receipts email confirmation etc. I also contacted other buyers and there all saying the same thing that they didnt receive product and or response. I would like my money back at this point. This is bad business. Im not understanding how they are still allowed to advertise and continue to scam people.

      Customer Answer

      Date: 09/11/2024


      '*****************************' via Dispute Resolution - Shared Inbox <********************************************************>
      Attachments
      Sep 10, 2024, 2:46 PM (18 hours ago)
      to disputeresolution

      I just received a message today. I wanted to share with you asap.

      Customer Answer

      Date: 09/21/2024

      I would like to say that I have submitted emails that I have received after reporting my claim to you from the business. I would also like to include that I think something further shouldnt be done towards this business and serious matters taken. There are several complaints against this company with the same exact and similar problems. At what point does someone so anything about the persistent complaints. I find it funny after filing a claim then they decide to want to send or communicate. Its not fair to us consumers and its not how a business is supposed to be ran. What is the purpose of complaining to the BBB? You dont get a response and then just lose the claim as if to say oh well to bad your out of your well earned money, theres nothing we can do. The faulty business gets away with it over and over and over. 

      Business Response

      Date: 03/30/2025

      Hi customer received their order we will attach the screenshot of the delivery status and tracking information to this response! 

      Customer Answer

      Date: 03/31/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I accept the business's response to resolve this complaint.

      Regards,

      ****** ********

    • Initial Complaint

      Date:05/08/2024

      Type:Delivery Issues
      Status:
      Resolved
      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'm still waiting for a response or my money back I have not yet received the products I spend $75 and still have not heard from them yet not even my package

      Business Response

      Date: 03/30/2025

      Hi this customer received the order on May ********* Customer stated they would remove the complaint. 

      Customer Answer

      Date: 03/31/2025

      *** ********* <********************************>
      Sun, Mar 30, 3:45 PM (22 hours ago)
      to info

      Hi I'm trying to remove my complaint but it's not allowing me to do it. 

    • Initial Complaint

      Date:03/27/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 had a terrible experience with East African Secrets. I ordered a bundle on February 17, 2024, which was supposed to include oil, shampoo, and conditioner. However, I only received the oil. It's been over a month, and I'm still missing the other items from my order.

      What's worse is that they took the money out of my account immediately, but their shipping process takes weeks. When I reached out to inquire about my missing items, I received no response whatsoever. It's incredibly frustrating to deal with a company that doesn't communicate with its customers.

      To make matters even more frustrating, East African Secrets doesn't offer refunds. I had no choice but to report them to my bank to try and get my money back.

      Overall, my experience with East African Secrets has been nothing short of disappointing. Their lack of communication, failure to fulfill orders properly, and refusal to provide refunds make them one of the worst companies I've ever dealt with. Avoid them at all costs.

    • Initial Complaint

      Date:03/11/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 WITH THIS COMPANY ON MARCH 1, 2024 FOR 2 BOTTLES OF THEIR HAIR GROWTH OIL. MY ORDER # IS ***** IN THE AMOUNT OF $45.45. I HAVE REACHED OUT TO THIS COMPANY SEVERAL TIMES INQUIRING ABOUT MY ORDER. TO DATE, I HAVE NOT RECEIVED ANY RESPONSE. I NEVER RECEIVED A TRACKING NUMBER, NOR ANY TYPE OF INFORMATION REGARDING MY ORDER EXCEPT THE RECEIPT FOR MY PURCHASE. I AM REQUESTING A FULL REFUND IN THE AMOUNT OF $45.45 ASAP! THIS IS NOTHING MORE THAN A SCAMMER STEALING MONEY FROM CONSUMERS.

    East African Secrets is NOT a BBB Accredited Business.

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