Hair Products
Prohair SteamInformation and Alerts
Alert Details
This business has 1 alert.
Pattern of Complaints
On January 28, 2019, BBB recognized a pattern of complaints from consumers regarding delivery and customer service issues. Consumers allege they order and pay for products from ProHair Steam’s online store, and after several months they have not received their products. Consumers claim the company is unresponsive to requests for assistance.
On February 7, 2019, Prohair Steam responded to the pattern stating the following:
"We understand that we have been receiving complaints regarding the delay of delivery or non-receive of the package due to the following reasons:
We have encountered issues in our Logistics which extends our Manufacturing and delivery timetable. Our Store is dealing with Chinese suppliers to deliver the products directly to our customer and we noticed some are not delivered correctly and appropriately. In addition to this, we also have issues with courier where some guidelines have not complied.
Having this, we are now working on the following steps to avoid the issues and complaints:
- We are continuously working in our Logistics to avoid the same problems and currently made a huge improvement as we are able to fulfill the item within 5 days after placing the order.
- Directly provide concise instructions to our International Manufacturer to eliminate delays.
- We also made sure to notify our customers about the expected delay and extended timetable to avoid false hopes that will lead to complaints.
- Resend the product if the customer didn't receive the item in the time expected.
- Changed our Courier responsible for delivery with fair terms and conditions and strict compliance of the policies for the incorrect delivery.
With this, rest assured that we are doing our very best to address all our customers concern to eliminate complaints. We will comply with all the regulations for a better business."
Better Business Bureau is working with the business to eliminate the pattern and will continue to monitor complaints and customer reviews.
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