Complaints

This profile includes complaints for Wig Studio 1, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wig Studio 1, LLC

  Ridgefield, WA 98642-4512

• 

  Wig Studio 1, LLC

  PO Box 1421 Ridgefield, WA 98642-0017

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:03/10/2024

  Type:Delivery 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.

  I ordered a wig, paid extra $30 for next day air shipping. They never shipped the item. They do not respond to emails or calls. They denied my post in their ************** asking for help with my issue and still nobody contacted me. This is theft.

  Business Response

  Date: 03/13/2024

  Hi -

  Thank you for getting in touch. Your most recent order was placed on March 7th. Our standard processing time is typically between 2 to 5 business days, as outlined in our policies which can be accessed through the link provided below. Please keep in mind that our office operates on weekdays, and we are closed on weekends.
  
  Our team responded to your inquiries through live chat, email, and also attempted to reach you via phone using the contact number on file. Your order was successfully shipped out on March 11th and delivered to you on March 12th.
  
  I also wanted to highlight that we have a history of working with you, having completed over 8 orders together in the past year. This demonstrates our commitment to providing excellent service and an established reliable company.
  
  Should you have any further questions or require assistance, please don't hesitate to reach out. 
  
  Thank you.

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

• Initial Complaint

  Date:01/23/2024

  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.

  I purchased a wig (Dare to be by ***********************)I paid $163.10 after 30% off I paid $3.95 to Try Risk Free with Free Returns And $3.95 for Route package protection.I tried on the wig and it was huge on my head and had too much hair. So I immediately packed everything back up in the original packaging and initiated the return on their website the same night I received the wig. We printed the shipping label and brought it to *** the very next morning. They are denying my refund now because they said they inspected it and the lace is frayed. I never wore it. I NEVER would have ordered it if I knew they were going to scam me out of their refund policy. I paid a total of $181.24 with taxes to this company and deserve a refund. You can see in the pictures I have uploaded that it arrived on 1/11, I initiated the return that same day and they sent me the shipping label. I mailed it out the very next day. everything is attached.

  Business Response

  Date: 01/29/2024

  Hello -

  Thank you for your inquiry. 

  
  I have reviewed your information, along with the photos and the inspection report completed by our ******************.  Please note that all items must meet the eligibility criteria outlined in our Return Policy for the try-on policy to process returns. Please review your photo labeled IMG_3264.PNG. We observed a fair amount of fraying on the lace front of the item. It's important to emphasize that our ****************** can only conduct inspection based on the condition in which items are received.

  
  For your reference, I've included a link to our Return Policy, where you can find detailed information about eligible returns: *************************************************************************************.

  Please see below for information on eligible items:

  Return Product | Eligible For Return
  The lace front must remain free from fraying, tearing, or any damage.
  Hair must not be shaken out, brushed, styled, or altered in any way. 
  The item cannot be worn, except for trying it on. 
  The item must be odor-free and product-free, and the cap must be in perfect condition (no make-up or oil transfer). 
  Any returned items with an odor (cigarette smoke, perfume, body odor, etc.), styling product in the hair fibers (including water misting), or make-up on the cap will not be accepted for return.
   
  While we value your business, we regret to inform you that this item was deemed ineligible for return due to its condition upon receipt.

  We appreciate your understanding.

  ******* - Director of Client Relations and Operations

  
  
  

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21186989
  
  I am rejecting this response because:

  I only tried the wig on. I didnt wear it! That is all I did. I didnt fray ANYTHING.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/14/2024

  Type:Delivery 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.

  I have not received product ordered in 17 days and company has not responded personally to my requests for updates as they only use automated responses:From: ***************************** <****************************>Sent: Sunday, January 14, **** 9:34 PM To: Wig Studio 1 Support <**********************************>Subject: Re: Order #****** confirmed Where is my order please? It has been 17 days!Sincerely, ***************************** From: Wig Studio 1 Support <**********************************>Sent: Friday, January 5, **** 6:27 PM To: ***************************** <****************************>Subject: Order #****** confirmed Hi *******,Thank you for your email.Please note that all orders have a processing time of 2 to 5 business days. Items should ship within 10 business days. www.wigstudio1.com On Fri, Jan 05, ****, at 08:16 PM, ***************************** <****************************> wrote:Has this order shipped yet?On Fri, Jan 05, ****, at 07:24 PM, Wig Studio 1 Support <**********************************> wrote:Hi ******,We detected that you are asking about your order status. Is this tracking information helpful?#******. ****** Bona Vita Wig by BelleTress | Mono Part ****** x1 This is an automated message. If it does not answer your question, just reply to this message and we will get back to you as soon as possible.On Fri, Jan 05, ****, at 07:23 PM, ***************************** <****************************> wrote:May I please have an update on the status of the below order? Thanks.Sincerely,***************************** Order #****** Thank you for your purchase!We're getting your order ready to be shipped. We will notify you when it has been sent.Bona Vita Wig by BelleTress | Mono Part 1 *************************** Blonde | 16R/17/101B |

  Business Response

  Date: 01/17/2024

  Dear ******,

  Thank you for reaching out, and we genuinely appreciate your feedback. We regret to learn of your disappointment regarding your recent interaction with our company.

  Upon reviewing the details of your order, our records indicate that a team member responded to your initial inquiry on January 5th.Subsequently, on January 9th, your package was dispatched, and a tracking number was sent to the email on file. Our team responded again on January 15th,providing the tracking information via your email inquiry.

  We show that the delivery occurred on January 17th, and we apologize for any inconvenience caused by shipping delays. These were influenced by the holiday season and extended delivery times with our carriers.

  Your satisfaction is our priority, and we sincerely hope that, despite the delays, your package meets your expectations. We appreciate your business and look forward to the opportunity of serving you again in the future.

  Should you have any further inquiries or concerns, please feel free to reach out. Have a wonderful day!

  
  *******
  Director of Client Relations and Operations

• Initial Complaint

  Date:10/06/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Bought a wig from wig studio 1 that we have bought several times in the past from other retailers. It's **********************************. The wig came in used defective condition and was returned with the stipulation that unless we reordered, we would have to pay a restocking fee. The second wig came in used defective condition and this is the only wig that my mother wears so there is no option for us to order something else. The wig was frizzy, smelled musty/perfumy and this is unacceptable. It seems that wig studio 1 has a potential issue with sending random used/defective items out and wants the consumer to pay a restocking fee as a result. We are fully aware of the qualities of this wig and never received it in this condition since we have ordered over 20 of them in the past. We would just like our money back and hate the way they didn't stand by the item or acknowledge the problem. All tags were never removed, and the wig was never worn. Visual inspection was all that was needed to see the defect.

  Business Response

  Date: 10/11/2023

  Hello - 

  Thank you for your inquiry.  Please note that all retailers use the same manufacturers that ship all merchandise from the same warehouses. I  have reviewed your order history with us and found that all six orders placed with us were for the wig Storyville.  Of those six orders the last two items have been returned and processed for a refund, and the third item is being returned to us and expected to be delivered to our location later this week.  The first of those three orders returned, the restocking fee was waived as you placed an exchange order for this item.  This exchange order you noted that there were issues with a scent and that the the frizz on this specific piece.  The order being returned to us you have noted the same concerns.  This particular style does have frizz to it and no issues were notated with the style on the order that has already been received, and credited back to you.  The restocking fee did apply as no exchange order had been placed before the return had processed.  However, we did make an exception and processed an exchange that was ordered later that day resulting in a refund of the restocking fee to you.  Please note that until Monday of this week, when we were able to begin offering store credit, the restocking fee could only be waived o per item, per order if an exchange order had been placed before the return had processed.  With reference to the item that is being returned to us this week, our experienced and thorough inspection team will inspect this item with reference to the scent and the frizz that you have noted.  If this item is considered defective we will provide a refund in full.  However, if this item is not defective, and falls under the manufacturer's guidelines we will not be able to waive the restocking fee.  The pictures provided to us with this return  were also confirmed by the manufacturer to appear correctly and it was compared to one of the Storyviilles that they had in stock at the warehouse.  We are always happy to work with each of our clients if an item is defective.  I will be happy to follow up with you once your last order for Storyville has been received and inspected by our Returns Department.  We have worked very hard to be recognized for our customer service and our goal is for all of our clients to feel valued and supported.  

  Thank you for your time.

  ******* - Director of Client Relations and Operations

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20703298
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 10/14/2023

  Wigstudio proceessed a full refund.  The case can be closed.  Thanks.

   

   

  Mark

  Business Response

  Date: 10/16/2023

  Hello -

  
  This issue has been resolved via correspondence and refund directly through WigStudio1.

   

  Thank you!