Mimi Beauty Supply Store

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      Thank you very much for bringing the matter regarding Case # [redacted], to my attention. We always put forth our best effort to work out any resolution we may ever encounter. Thank you for the opportunity to explain the circumstances of this event. 
 
      First and foremost, I would like to let you know that we always guarantee the satisfaction of our customers, 100%, when it comes to the quality and warrant of any item in our store, and we will always try and work out a amicable solution to any problems a customer may have if the product does not in any way perform to its expectations or what we may warrant, explain or what the manufacturer claims. Our guarantee extends to any item or product any member of our staff may recommend and we have a store policy to replace any defective or problematic item should the problem stem from the quality of the manufacturer's product. However, when a customer materially and dramatically alters the product against the parameters of the product or problems arise out of the actions of the customer, we still will try and help with an amicable solution. 
 
    On January 15th, 2015, the customer from which the complaint originated, purchased a "[redacted] Collection 100% Indian Pure Remy Human Hair Full Lace Wig: Tinkerbell" for $216.37. The customer had chosen the lace wig, which was on standard display, and was given a choice of colors that we had in stock that the Manufacturer produced. (We carry wigs from $19.99 all the way up to $7000 USD, and we treat every customer with the utmost respect as every dollar is valuable and the cost of the wig has no bearing on the level of customer service; every customer receives the same dedicated customer service this store has become known for.) She had chosen the wig that had a mixture of colors of a solid base color with golden brown highlights. The customer had asked if there were any lighter colors, and the customer service representative had clearly informed her that she had the color pattern that was a fixed color pattern that could not be changed because the manufacturer only produced the wig in that specific color ratio pattern. For example, if a wig is produced in this line in a 1B/30, the color ratio will always be about 65/35 in a 100 scale with the base color of #1B being 65% and the highlight color of #30 being 35% of the wigs color ratio makeup. The color she had purchased was a set and designated color pattern that the manufacturer, [redacted] Collection, predetermines the proportions of the colors and is not changeable, otherwise we would have clearly offered a different color pattern. 
 
    In the customer's complaint, she specifically states that she had asked "if they had a lighter color," to which we replied that the color came in pre-designated colors, such as the colors (color ratios) she had seen and chosen from, and the color she had chosen was the closest match to her desired color preference. She was informed very clearly that the wig colors came in very specific colors, and the other colors she had the choice to choose from, including the sample wig, were the ones available. By not providing the answer to her own question she had posed, she refrained from explaining the details that were explained to her at the time of her choosing and purchase that no other colors were available and that the color she had chosen was the closest she would be getting. 
 
   Her claim that she was told that "the wig should last a very long time" is absolutely accurate. This wig is guaranteed to be a wig of great quality, made of 100% Human Hair, which is a generalized guarantee that should any problems arise from the manner in which the wig was made whatsoever, or should she have had any problems with any of the components of any kind, MiMi's would always replace the product immediately upon finding out that the item was a defect. There was no warrant nor was there any guarantee of any sort in the manner that the "wig would last a lifetime." The notion of that is completely wrong and it was clearly explained that a human hair wig of the caliber she was purchasing would last longer than year, which is a very long term wig given almost any category. No warrant that a lifetime wear was ever made, ever, as even the wigs that cost over $3,999.00 USD, the Aspen Nalee Donor 100% Custom Lace and 100% Hand-Tied, Handmade wig lasts up to 2-2 and 1/2 years at most because of the natural wear and tear of the components that make up a wig. Any claim that any staff member or any person of any kind in the store claiming that the wig would last a lifetime is patently false, and should any staff or customer service representative had heard that even from a customer or bystander, it would have immediately been refuted because the idea that a wig would last a lifetime is a ridiculous notion. 
 
    The customer returned to the store on Friday, January 30th 2015 during the mid-day. I personally looked at the wig, as I was not the original person who had provided the customer service during the purchase of the wig (though I was questioned about the wig for a discount at the time of purchase), and commented that the wig was dry and proceeded to get up from my seat to hep condition her wig. I commented that the hair looked very dry and asked several questions to try and ascertain why the hair from the wig had been so dry. The questions ranged from what products she had been using, especially oils, to if she had been using any curling/wanding/flat iron tools to what type of conditioning regimen she had been using. I did not remember what item she had been wearing due to the fact that I had not been her service representative nor did I notice the color difference I would eventually be informed of at the time. I proceeded to condition her hair with Dove Nutritive Solutions Detangling Solution Spray 6.1fl oz, to try and bring some moisture back into her hair as the hair looked dry and brittle, hence the reason why I asked what type of conditioning regimen she had incorporated. The hair took very well to the Dove conditioning spray and she went about her business. Later in the afternoon, she returned to the store and came around near the front of my counter, turned around and proceeded to show me the back of her hair which seemed to be dry and somewhat inflated as dry or brittle hair will cause the hair to look inflated. The hair did not look like “a cat fur ball”, rather, it was quite the opposite as the hair looked like it was dry, puffy, and stringy. I walked around from behind the counter and proceeded to follow her into an aisle where I asked again why it had looked so dry. She then said that it had felt somewhat dry after she had her stylist dyed the hair. It was at that point I was quite surprised and asked her why she had dyed the hair when the hair was not Virgin Unprocessed Hair nor was the hair supposed to be dyed in any way.
 
   It was at this point she started to question why she had received a “care sheet for Virgin Unprocessed Hair” where the care sheet, entitled: “Virgin Hair Care Instructions,” and which the opposite side of the care sheet had the title: “The Truth about Virgin Unprocessed Hair.” The care sheet itself details hair extensions, where the focus was on the installation of hair extensions on a weft and the care of that hair during and after installation. It did not have any bearing on her wig or any wig of any kind in any way whatsoever. In fact, the entire care sheet goes into specific detail as to how Virgin Hair Extension Wefts are made and how it is to be installed and cared for with very specific products. There is no mention of any type of wig care in this care sheet at any point in any way whatsoever, whether by reference, by mention, in general or even in relevance. Moreover, the only reference to hair color the Virgin Unprocessed Hair Extension Care Sheet (Attached you will find photos of the “Care Sheet” we provide to our Virgin Unprocessed Hair Extension Weave Customers), is: “if possible, please have a Professional Stylist color your hair.” Hence, the wig purchased clearly was not a Weave Extension, nor did it have anything to do with Virgin Unprocessed Hair Extensions, nor does it have any mention of any wig, nor does it have any mention of how to dye a wig or anything of any relation to a wig. I am not sure how the matter of justifying that she could dye her wig had any relation to a care sheet that specifically references only Virgin Unprocessed Hair Extensions, whereby the sheet even gives the Truth as to how the Virgin Hair Extensions are made and the dissemination of some of the myths about Virgin Unprocessed hair Extensions.
 
   As to her reference about being argumentative, the simple fact that she was not supposed to dye her wig was communicated to her several times. The customer kept referencing a sheet about how to care for Virgin Unprocessed Hair Extensions, Weave, as her ability to dye the hair. At no point, nor on any tag or instruction guide provided in the box of her wig, nor on the tags of her wig did it give any reference to the ability to dye the wig. At no point in time did she ever refute that she did not have Virgin Unprocessed Hair. At no point did she ever reference her own instruction guide where it explicitly states not to use any chemical products that include straightening products or curling products, which is in direct contradiction to what Virgin Unprocessed Hair is supposed to be, a hair that can be bleached, dyed, relaxed, permed, or any alteration one so wishes. Furthermore, at no point did I ever attack or become “argumentative” in any way. I had to rephrase how she was not supposed to dye her wig, a wig that had no instructions, no indication, and certainly no reference of any kind that it could be dyed. I never attacked nor did I become confrontational. Rather, it was the customer who looked to the other customers in the store almost loudly proclaiming that this great wig only lasted a couple weeks. She loudly proclaimed as onlookers felt embarrassed as to how she had never spent so much on a wig of human hair, and how the hair did not say anything about not being able to be dyed, per verbatim: “It did not say anything about “not” to color hair.
 
   It should be noted that every pack of hair in the store, and every wig in the store, whether $2.99, $5.99, $19.99, $24.99, $29.99, $34.99, $39.99, $49.99, $99.99, $199.99, $699.99, $2399.99, $3999.99 does not say that you cannot dye the wig. No wig, even the cheapest synthetic fiber wigs do not ever mention that the hair cannot be dyed. It is assumed that one would realize that wigs should and could not be dyed, unless it is specifically notated or specifically advertised to be able to do such.
 
   As to her claim about: “three women coming over to me and said that this store will not stand behind the product and they felt bad for me” is patently false. I have video evidence of her leaving the store alone and moreover, all the while she was in the store, she refused to even budge for the customers as they tried to make their way behind her to the exit. Customers even vocally supported the stores very obvious position that you cannot dye normal lace wigs made of human hair. (A series of videos and a photo has been furnished as an attachment). Customers expressed under their breaths that the customer had no idea what she was arguing over, and moreover, the customers looking on would shake their heads as the complaining party would face the customers as if looking for some sort of confirmation, when talking about how the hair had lasted less than 2 weeks after being colored/dyed. Nearly every customer shook their heads at the complaining customer in amazement, as I tried to clearly communicate that the wig could not, should not and was obviously not meant to be colored/dyed. Customers looked at her and asked her to please move out of their way as she stood in the middle of the aisle being discourteous to anyone and everyone, trying to find support for a position based on a single sentence on a paper that had no relevance to her wig. Had she read any other sentence on that sheet, it would have been absolutely clear that her wig was not apart of the description whatsoever on Virgin Unprocessed Hair Care Sheet instructions. As she was leaving the premises, leaving our conversation in the middle, she smirked and said that everything was fine; she was speaking on the phone with someone and it was clear as she was nodding her head and that she felt that she had resolved her own problem.
 
   Her words of “having no respect for the business owner” and the information I am delivering seems to be in stark contrast to the majority of the tri-city area, and the rest of the country as we have partnered with the largest hair company in the world, Shake N Go, in a Viacom Production as well as being the only store catering to celebrities across the nation. We are known to be the only store to work in conjunction with charities and the only store in any proximity of the state to have a 100% Satisfaction Guarantee on every one of our products that are recommended and approved by the staff, as long as the most basic instructions were followed. We have been recognized by over 6 of the largest radio stations, from Foxy 105, 98 The Beat, Magic, K92, Praise and others to be the best Beauty Supply Store in the entire Tri-City Area. Listening on a daily basis would prove this and our customer retention rate, our ability to throw the largest events in the city’s history at the Columbus Civic Center with the Cuticle Remy XQ Hair Battle and Shake N Go Milky Way Battles would also help solidify this position.
  
    She was absolutely adamant she remembered every word of our conversation during the sale of the wig. She put “her hand to God,” while unfortunately, clearly not remembering that I was not even the sales person dealing with her purchase. The sheet of paper that she is referring to about being able to color/dye the wig would have been clearly inaccurate had she read any other sentence in the sheet of paper as the care instructions for the paper was referring only to Virgin Unprocessed Hair Extension Weaves. When she was given the care sheet, it was in reference to how Virgin Unprocessed Hair was cared for, and moreover, how it could be used as tips to understand how to care for the wig, not to use the paper to justify coloring/dying the wig. Finally, it is very clear that the customer is holding onto a single reference in a appear that does not mention wigs whatsoever to justify her belief in her ability to color and dye the wig in question. Had she even asked, had she read the general care instructions, this mistake could have very well been avoided.  The customer service representative made it very clear that this wig had come in the color only that was available and that no other colors were available or able to be made.
 
   It is unfortunate that we were not able to come to an amicable solution. We are willing to work with any customer who is willing to understand, and if necessary in this case, accept that their original plan to try and force a very weak position, a position based on a single sentence taken out of context on a “Care Sheet” not even related to her product in any sense whatsoever, was a fabricated attempt. She started to talk in tangents about how she had graduated from college but how she did not understand this hair industry, but conversely, seemed to be very adamant that a “Care Sheet” which clearly outlined what the care sheet was about was related to why she felt she needed to dye her hair. Should this have been even remotely possible, did she not realize that our customer service representatives would have logically advised that she could have changed the color of the wig as opposed to having to choose between the given colors of the wigs she had chosen? Would a wig that could be colored/dyed come in colors that were pre-selected in a very specific format? Should that not have been the case, then the wig maker and manufacturer would have posted clear instructions on how to achieve the color desired. However, the complaint then progressed to how the sheet “did not say that it could not be dyed.”
 
    The fact that there are absolutely and patently false statements show that the case is based on purely subjective and absolutely incorrect assumptions used as an excuse to try and justify the complaining party’s actions. Sadly, I was even in the process of asking the complaining customer what she would like for me to do prior to her leaving the door. However, her smirk and newfound confidence led me to believe an action of this manner was to be expected.
 
    Furthermore and most importantly, to even suggest that there was some sort of “Bait and Switch” is insulting and completely, outright false. Bait and Switch would mandate that we meant to misrepresent a product and to advertise and represent that the item purchased was a bargain, with the intention of substituting inferior or more expensive goods in place of that good to either misrepresent or try and make a customer spend more than intended. Our prices are clearly marked on bright enlarged tags, every customer is given personal attention and given the opportunity to choose between thousands of wigs with no limit and no charge in a professional stylist chair. We also provide the ability to ask questions so that we are able to assure that the customer is receiving the best product possible for their needs as well as the information necessary to maintain that purchase for a very long time to come as the wigs made of human hair require conditioning and proper care. This particular customer also was given a discount off the already discounted price of $229.99 for an original retail price of $279.99. The customer was also given very explicit instructions on what products to use and not to use and described why specific products would damage the human hair.
 
    Therefore, I would like to shed light on the fact the wig purchase in question was clearly a wig that was not able to be colored/dyed, the “[redacted] Collection Indian Pure Remy Human Hair Full Lace Wig.” We had given her our professional advice, our professional customer service, and our professional recommendations on how to best care for her wig in order to make it last up to and perhaps beyond a year. Should it have even been though to be possible to cater to her wishes for a lighter colored wig, a customer service representative would have immediately informed her that she could have colored or dyed the hair to her specifications. Conversely, the customer was actually told that the ONLY color choices available were the ones being presented to her. The major point in contention is a sheet if paper entitled: “Virgin Hair Care Instructions” with the first paragraph clearly outlining: “Quality Unprocessed Virgin Hair should NOT shed unless the weft opens when installing extensions and is not sealed with a dab of glue or sealant.” This should have been the first indication that the care sheet was not meant to be in any way, regarded towards wigs. I completely agree that spending $216.37 is a very significant event for anyone, just as we would respect someone spending $21.75 as well as someone spending $3262.49, which are actual prices of our wigs. Further, to be absolutely clear, no customer has ever come to us with a human hair wig that had been dyed after purchasing a color of their desired choice. So the assumption, which is clearly another patently false statement, that “this type of thing has happen often,” per verbatim, is clearly wrong. Her following statement of how when she left the store, “three women came over to me and said that this store will not stand behind the product” is also patently false as stated prior. Firstly, should that even remotely have been possible, the three customers would have all had to be unhappy customers who just happened to be standing there in the store shopping with us. The actual matter of fact is that those customers were the ones shaking their heads at the customer complaining and I did not see any customer approach her as I stood from behind my seat to plainly view her walk off and into her car without being approached while on the phone talking with someone who had suggested to report this to the Revdex.com.
 
   In any matter, we always strive to make our customers happy. And just as we respect the customer, we expect the customer to follow directions on the perfectly well made and well-crafted product they purchased. We would have offered a full exchange should the product not held up to any manufacturing representations or even customer service representations, which I did not see either in her complaint. If we are asked to try and help her situation, we would have done so happily if she would have been able to stop her adamant claim that one sentence on a Care Sheet not even relevant to her product was the reason, and a rightful reason why she should have received a replacement. If a customer is fully at fault, without question, and against all common sense and against the cumulative information provided to her, then we are only able to help in a very limited capacity.We still are willing to work with her to a capacity that we could find amenable and even are willing to take some loss even though the customer was fully at fault, as the manufacturer would not in any way honor, whatsoever, a wig from this line that had been colored and dyed, which materially changes and damages the product. We are known in the tri-city area as the only beauty supply store to even offer 100% guarantees on the products we sell and warrant within its parameters, and furthermore, are known to be as accommodating as possible to every customer which is why we have been featured in several articles in nation-wide magazines. May I add that it is expressly understood by the manufacturer and the customer in any typical case, that it is considered very clear that any wig that has ever been produced in the past, ever, by any major production company, that wigs that are available in colors are not able to be altered. Were the possibility of the wig to be colored was even an option and would it have ever been able to be offered, the manufacturer would have only produced one color and allowed the customer to dye the wig to their liking instead of producing over 10 different colors to offer a variety of needs for the discerning customer.
 
    Please feel free to contact or call me should you have any questions. I have been, and will always be willing to help in any way I can.
 
 
 
 
 
[redacted]
Manager
MiMi Beauty Supply 
-- 
MiMi Beauty Supply Plus!
eBay Customer Support
p. 334.297.0056
f.  334.297.0056

February 17th, 2015   
      Hello, and
thank you for the updated reply. As stated in the second, second to last
paragraph and several instances in between, we always guarantee our customer’s
100% satisfaction with the product that they purchase. We guarantee the product
in every way, especially when it warrants a specific quality. We are always
willing to work with our customers even to the lengths that the company
compromises its own margin, as our customer’s satisfaction is our #1 concern.
The first aspect of any customer complaint is addressing the matter from which
the customer complaint stems. In this case, it is materially changing the
color, dying/bleaching, hair on a wig that was clearly not supposed to be dyed
as the wig purchased came in very specific colors designated/created by the
company, whereby the color selections/color codes available which are
specifically created as to best match the customers’ closest color desire, are
fixed colors that they produce in mass quantities to provide a palatable
selection. Though I personally tried to explain why it was difficult to come to
an amicable solution because of the very clear circumstances as to why the wig,
purchased in the color #1B/30, was unable to be dyed, it seems the contention
stemmed from a sheet of paper that was labeled, “Virgin Hair Care
Instructions,” and the opposite side entitled, “The Truth About Virgin
Unprocessed Hair,” in which we pointed out that the entire sheet only,
consistently and constantly referred to Virgin Hair Extensions on a weft, more
simply put, weave. It would have been very clear to anyone reading the sheet
that the product described in the title of the paper, the body of the paper in
over a dozen instances, was weave extensions, and did not at any time refer to
the wig purchased in any way, fashion or form whatsoever. Before any solution
could be reached, you left the store smiling and shaking your head up and down
as if surmising that not accepting the very consistent truths could somehow be
bypassed as you talked on the phone with another person. Nonetheless, perhaps
even though knowing but never, ever recognizing nor admitting that it was, or
could have been user error, the only words that kept coming up was how you had
never purchased such an expensive wig before. We respect any dollar amount
spent on any wig, whether $199, $59.99, $199.99, $899.99, or even $3999.99 as
everyone’s spending pattern and what they view as very expensive is very
subjective and something we respect with the utmost care. By not even being able
to consider the possibility of the numerous situations, being given the care
sheet to communicate a broad standard of how to care for the wig if a high
caliber, having the paper out as we always have these papers out as our #1 item
sold is Virgin Unprocessed Hair, or any other consequences, the fact that the
paper clearly stipulates the care of Virgin Unprocessed Hair Extensions should
have been evident should you have read any portion of the document expect for
one, only one, phrase that was 10 words long out of thousands.
 
     Nonetheless, we offered an olive branch
and clearly said that we were willing to work with you. There was no specific
offer but an attempt to create the path to an amicable solution by working
together, so I am not sure how you can say: “I do not accept the business response because it does not statement
what type consideration the business is offering to settle this dispute,” as that is exactly the solution you were looking for.
 
     Should you want a firm or finite offer, we can and would
like to offer you the ability to have a store credit for half the amount of the
wig purchased towards the purchase of another wig. We would like to point out
that this would cause us to record a loss on the sale, as the retail price for
the wig is $279.99. By giving you store credit on half the amount you had spent,
which is equal to $100 plus Alabama tax, we are essentially recording a loss on
our books for a wig that was clearly not supposed to be dyed, and a product
that the manufacturer would in no way honor as a defect as they would clearly
determine without hesitation that the cause of the problem is and was, user
error. Please understand, as the preceding paragraphs have gone to show, that
we have tried to be as respectful, amicable, and professional as possible. We
have never called your honor into question, nor have we ever attacked your
respectability as you had done in your initial complaint, nor have we ever in
any way, distorted, embellished nor exaggerated in any way, any facts or aspects of this case. I hope that it is realized that this credit is solely authorized by myself, an individual who is associated with the largest Hair Company in the nation, partners with Viacom in filming, solely for the benefit of our customer.
     Thank you for your time. 
[redacted]
MiMi Beauty Supply

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I do not accept the business response because it does not statement what type consideration the business is offering to settle this dispute,
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
The $100.00 reduction plus Alabama tax toward another wig in the store is accepted.  Should I contact Mr. [redacted] directly?
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]