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Business Profile

Wigs

TMS Innovations LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:07/20/2022

    Type:Customer Service 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.
    Order # HLXXXXXX was delivered on June 1. Immediately after examining the hair quality, I called and emailed *******@innovativeweaves.com for a full refund. I have NOT been instructed on how to return the product. There is no way to start a full refund for the poor quality of hair that was shipped to me. They are not responding to phone calls, email, Facebook and instagram messages. I want a full refund.

    Business Response

    Date: 08/03/2022

    Business Response /* (1000, 5, 2022/07/24) */
    We have been very responsive with the customer explaining our Policy and Terms she agreed upon when purchasing through us. We followed up with her several times as we aim to resolve her concern but she is unresponsive and uncooperative when asked about the issues she is experiencing. Customer did not provide details or photos of her concern either.

    Moreover, we responded to her Facebook message promptly, contrary to her claim that we did not. Attached below is our Facebook conversation with her.

    Furthermore, she was still refunded through a chargeback from her bank on July 9. We have PayPal confirmation that the amount was debited on our balance. Customer was refunded on July 9 and filed a complaint with the BBB on July 20 while still in possession of the item. Despite saying she would return the product, she has not done so. Therefore the goods are currently listed as stolen. By also contacting BBB when she has already been refunded on July 9 and has also kept the product, we believe that she is using your company as third-party harassment for a case that was already resolved.

    It is with regret to come across customers who do not want to address the issue with the company, and worse, they will file complaints and claims against the company.

    We request this case be dismissed and that there be no public record given that the customer was refunded (on July 9) before she ever reached out to BBB (on July 20) and before we received notice from BBB (on July 20).

    We have attached proof of our email thread with the customer, our Facebook conversation and PayPal chargeback case details. Please confirm and inform us in writing that this case is DISMISSED and will not be published. Should need further details, please let us know. Thank you for your attention on this matter.

TMS Innovations LLC is NOT a BBB Accredited Business.

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