Empyrean Group

Review: The website claims that the product I bought is a 100 raw unprocessed hair. With a 100% money back guarantee. The website claims statement is below."Empyrean Hair Extensions consist of the highest quality raw materials from throughout the world. If you're not 100% completely satisfied with your purchase, we'll issue a full refund AND pay for the return shipping!" -empyrean websiteAfter buying the authentic hair. I went to a specialist who examined the hair with skepticism. The wedth of the hair she explained was thin. Once the hair did not color we knew that something was wrong. After a day, we saw that the hair began to shedding immensely and thin. My hair care professional asked me to contact the company. I went to the companies website and emailed their contact email: [redacted]. I also called the phone number on the website: ###-###-####. The phone is never answered. After the automative service come on the mail box is always full. So I can not leave message. I have emailed several times with no reply.Desired Settlement: I would like a full refund. I would also like for the company to institute a better contact policy. No one can contact them about their product. They email you when you purchase to confirm your order but they will not email or call you back when you inquire about a problem. That also goes against their 100% guarantee.

Review: I received the hair in the mail in 2-3 days and it wasn't what I expected for the price that I paid. I decided that I wanted to send the hair back in exchange for a full refund since its stated 100% customer satisfaction or a full refund. I tried contacting them at ###-###-#### in which they never ever answered nor did they return my phone call after leaving numerous messages. I emailed them and a guy by the name of [redacted] responded and explained that he would issue me a full refund upon receiving the hair back, and that he would be sending me a return label to my email. I sent the hair back almost a week ago using their two-day delivery label and when tracking it doesn't come up whether it was delivered or not. When I try contacting them to see if it has no one ever answers and now no one is responding to my emails. I'm never going to be ok that I sent the hair back and still haven't received my refund of $279.85. No calls back or no emails back. Not only are they robbing people with the quality but even when sending it back, I still didn't get my refund.Desired Settlement: I want my money refunded to my bank debit card totaling $279.85. That's simply all I've wanted the entire time. Thank you

Business

Response:

We have a 100% customer satisfaction guarantee and we stand behind our product. Every once in a while a customer is not happy with their purchase and we are more than happy to send a pre-paid return shipping label and issue a full refund once the product is returned. In this case, the customer asked for a return label and we promptly sent one. She mailed the product back and then did not want to wait until we received the product back to demand a refund. While we fully stand behind our guarantee, we simply cannot issue a full refund until we have the product back. She was clearly unhappy and this is the reason she filed the complaint. We received the product back the very same day she filed this complaint and she has been issued a full refund. We have joined the Revdex.com because we want to hold our company to a high standard. We are sorry that our customer was not happy but if we issued refund before we receive our products back, then many people would take advantage of us. Thank you for your consideration.

Review: I would like to return the hair extensions I purchased on December 27th, 2014. My purchase included one 14in Brazilian weft extension and one 12in Brazilian weft extension. On the website it states under the return policy that the extensions can be returned within three weeks of purchasing. I bought the extensions for my sister and she did not like them. They are still in original condition.The issue I'm having is getting in contact with someone at the company. I called the customer service number many times, but I get a message and then it says the voicemail is full. I sent an email on January 6, 2015 and 24 hours later I have not received a reply. The website states that all inquiries will receive a reply within 24 hours. I'm starting to worry that I will not be able to get in contact with anyone before the three weeks is up.Desired Settlement: I would like to have the free refund shipping label sent to me in order to return the product and then a full refund.