Complaints

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:08/10/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 package from true hair ***** the package had express shipping. The package was left at a locker that was later broken into at which time the package was stolen. I was unaware of this until Saturday morning when my apartment office opened. on 8/3 at 9 am. true hair depot started an investigation about the shipment through **** days later no correspondence, from the shipper (true hair depot) but there was a "sorry we missed you" slip on my door from *** about the missing package, I was under the impression that they were attempting to deliver, but I was wrong after speaking with *** at the **************, and a *** agent contacting me from the local office to explain that someone came by, not to deliver but to investigate. I contacted the shipper to tell her, but she wasn't buying what I was telling her. she advised me to go to my apartment office, and see if they could send her an email stating the information about the break in. My apartment manager was able to see the break in happen at 1:50 am on8/3, she sent her an email stating that, and even after all that proof, even after making the police report (temporary incident number T24001871 federal way police department) she still was uninterested in giving me my money back or re-issuing the product. She even explains in her text that in this business this is the kind of loss, and chance we make. and I feel like that's wrong, she should make it right with her customer since I don't have the items, but she has my money?

• Initial Complaint

  Date:10/12/2022

  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.

  On Saturday 10/01/2022 I purchased 3 bundles of hair from True Hair Depot for a work event I have on 10/06/2022 I paid her $215 for the hair. The woman I purchased from said her hair was 100% human can be washed and colored to match my natural hair color. I got the hair colored twice and it did not take to the color at all (which indicates the hair is not human). I texted her letting her know what was happening and sent her a picture. From the beginning she was no help saying it was my fault and I must have done something wrong to the hair no one else has had an issue but me. Very rude and disrespectful called me a liar told me she was not giving me a refund or new hair even after letting her know it was done professionally. I let her know Id be filing a complaint against her and she said she didnt care I can call whoever I wanted. Im so hurt by this situation I dont know what Im going to do for my work event. Its a new company my first event and this has happened.

  Business Response

  Date: 10/18/2022

  Yes, I have sold this client three bundles of my blonde human hair that I carry.  She reached out to me after the purchase, stating that the hair would not take color as it should.  Her next text was that she wanted a refund on the hair. This is a client that I have no history of doing prior business with at least not within the last five years. I dont have an established relationship with her.  I dont know her.
  
  
  Ive been in business for the last 10 years and I only sell human hair. I do my best to rectify issues when they and if they do occur. However, I have a strict policy that states that if the hair has been colored or altered with chemicals in any way that I cannot give a refund the reason behind this rule is because sometimes people color things themselves and they have no prior experience or license or knowledge on how to color hair.   Its due to this that my policy states absolutely no returns after the hair has been chemically altered.  I cannot be responsible for somebody experimenting on coloring hair.
  
  
  When she requested her money back, I informed her of this policy stated online on my website. She kept on, insisting that she wanted her money back that it was not human hair.   Normally I stick with my policy but I was trying to work with her so I asked her to have her licensed hairstylist contact me to let me know of the problem and if it was a licensed hairstylist that I would work with her on a refund.
  
  
  See them followed back with another text that indicated to me that she possibly colored the hair herself and that a licensed professional was not involved.   She was then very offended that she thought I called her a liar. All I asked for was for her stylist to contact me.
  
  
  She then told me who her stylist was, and that he had colored the hair.  The hairstylist that she mentioned I personally know, and hes actually a hairstylist of my own.  I honestly thought it was weird that he never reached out to me himself. He normally does if theres ever a problem.
  
  
  After receiving the complaint from the Better Business Bureau, I reached out to this hairstylist to verify her story. He told me he heard about the story, but had not seen or colored the hair himself.  He had no knowledge of the hair.
  
  
  Its unfortunate that in this situation, this customer has lied to me.  If she lied about this how can I take her word on anything else?! Ill attach text messages to verify my account of what has transpired.  Im sorry the hair has not turned out as she had hoped this is why I recommend that the hair be colored by a licensed professional and not to attempt on your own if you are concerned with possibly making an error and wasting your money.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18177062
  
  I am rejecting this response because:

  Not once did I lie about anything. The proof is in the many customers reviews I have attached here about her selling bad hair and terrible customer service practices from various other patrons who have dealt with this business and werent satisfied with the products she is selling. I have been living in ***** for 5 years prior to that I purchased from this business many times without issue. Im not sure if shes gotten *** or just doesnt care but I did not purchase human hair for that high a price for it not to respond to being professionally color treated. 
  
  Sincerely,
  
  *********************