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Business Profile

Online Retailer

Hairlocs

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:09/13/2024

    Type:Billing 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 purchased two packs of wavy blonde hair 20 inches. I was told by my hairstylist that even with the washing the wavy here would remain. I had 10 packs put in my hair. After 48 hours I washed my hair, and one of the extensions fell out. In addition, all of the wave went straight. Two days later. I washed my hair again in another extension fell out. Ive been wearing extensions. since 2018, with two different companies. Ive never experienced any extension falling out after I wash my hair. I spoke with **** at the company who said that my hairstylist ******* should call and they could possibly do something. My stylist said they absolutely refused to give me a refund. Not only does the hair goes straight the bonds are. Of poor quality. I feel I should get a refund of my $185 because these extensions are going in the toilet. I have a special brush that I use by and I did nothing to make these extensions fall out. I am very aware of how to take care of extensions. The order number was HL *****. **** ***** ************. ******* ************

    Business Response

    Date: 09/16/2024

    While we empathize with this consumer, they are not our customer.  Our customer is the hairstylist, whom we have not had any complaints from.  Our hair quality is excellent and these type of extensions do not just fall out with proper installation and proper maintenance. 

    All orders and communication is through the licensed hairstylist. This is a matter between the consumer and the hairstylist.  

    Customer Answer

    Date: 09/17/2024

    I am rejecting this response because:   I am the consumer, not my hairstylist Who has years of experience putting in extensions. Its always easy to blame somebody else. In addition, you did not comment on the fact that the wave totally washed away after I washed my hair and if you could see the attached picture that will show you the straight hair. And this was after air drying not blow drying. So this also is it example of your poor air quality. Not only that it is false advertising, stating that hair will be wavy. Wash it out after washing. And false advertising is illegal. Myself and my stylist are requesting a refund.

    Business Response

    Date: 09/17/2024

    It is stated very clearly on our website that our wavy hair has not been chemically altered to achieve the wave effect.  That the waves are just steamed in.  With any steamed in hairstyle, whether straightened, curled or waved - the hair will go back to it's natural state after washed. As I stated, this is an issue between the hairstylist on consumer.  

     

    Business Response

    Date: 09/17/2024

    Here is the screenshot of our website that shows that our wavy hair is just a steaming process.  Many stylists and clients prefer this type of hair because it is has more movement and body than our pin straight hair. The hair is wonderful quality and there is no reason for a refund.

    Customer Answer

    Date: 09/17/2024

    I am rejecting this response because:   Youre not taking responsibility for your product

    Customer Answer

    Date: 09/23/2024

    The issue was with my stylist. She told me the wave was permanent, which was untrue. Please tell the business that I accept their response. Thank you.

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