Austin & Bromley Esso

Let us first start out by saying that we deeply apologize for your experience with Glam SeamlessIt is never our intention for our customers to be less than satisfied with the products and services that we provide With that being said, we do however firmly stand behind our products and services we provide I want to touch on each point made in this complaint, as we have been dealing with the customer for some time nowAt Glam Seamless, we have customers from all over the world who wear our hairOur salon partnerships are some of the strongest in the industry so you can imagine that when we get three complaints from one stylist regarding quality, it is a little alarming to usWe worked with this customer on each of her problem orders but it seemed like we were having a hard time making her happyTo date, the customer has been sent replacements for EVERY order she has had a problem with When our customer service manager, Marissa, originally spoke with the customer, she was more than willing to work with us by sending her sisters hair back for quality control testingOnce we receive the hair, our Quality Control Department examines the hair and deems if it is in fact defective or notOnce that determination is made, the customer is either mailed a new pack of hair, or the original hair is treated in our Quality Control Salon, repackaged and sent back to the customerThe customer didn’t allow us to get that far After speaking with Marissa, the customer was contacted by ChloeDuring the conversation, Chloe mentioned that maybe we weren’t the right company for this customer since she obviously was not happy with the quality of hair we provideEven after having that conversation, the customer was still sent out a replacement pack, in a different color which is against our company policy, but we made another exception for her Once the customer received the hair, she called in to one of our Stylist Representatives to request free tape be sent to herOur Stylist Representative politely told her that we were unable to send out anymore replacements or free tapeAt that point, Customer Service Manager Marissa took over the call and let the customer know that we were unable to work with her going forwardUpon review of the call, we found the customer began being very hostile and started using vulgar language towards MarissaShe was then told the call would be ending if she could not operate in a courteous mannerShe demanded a refund for the replacement hair, an order that was placed in October She was told there would be no more replacements or refunds awarded to herAt that point the customer threatened a chargeback through her bankIt is Glam Seamless policy that all communication ceases once a chargeback is threatened Glam Seamless operated in a courteous and professional manner throughout our communication with this customerWe have gone above and beyond as a company to make her happy but it seems that we may have fallen short in doing soWe apologize for not being able to see eye to eye on some of the points made in the complaintWe hope the final order, placed 417, is to her satisfaction

[redacted] , The return for credit was processed on February **, for the return that you shipped backWe apologize if you did not receive that notice which arrives via email in the form of a gift card to shopThis is your third order with Glam Seamless and we sincerely apologize that a team member did not check in to it further for you and resend the creditWe will send that to you again as of Thank you for bringing this to our attentionWe value you as a customer and look forward to the opportunity to work with you again

When [redacted] called into our company she was very upsetYes, our website does say that you can tone the hair as all of our hair is 100% humanHowever, our website also clearly states that coloring hair does void all warrantyOur Ombre tape in extensions do go through a step eco-friendly coloring and conditioning processWe also state on the website and our packing that tape in extensions should be installed by a licensed cosmetologist who is trained in the taapplicationWith that being said, we are also under the impression that the stylist is familiar with our brand, as we make ourselves more than available on all of our platforms for customers and hairstylists to contact us with any questionsThe stylist used her salons toner which was mentioned above [redacted] also mentioned her stylist toned with a higher volume than we recommend for toning saying she used a volumeKeep in mind, tape in extensions are 100% human remy hair, however, this is hair that is not attached to a human beings headThus, not getting proper nutrients, or hydration from the scalp allowing protection the cuticle as tape in's are not considered "living." The extensions react completely different to coloring processes because it has been cut off from it's original sourceRegardless, when [redacted] called in our Color Department representative did sincerely apologize for the issueShe also did inform her that though Redkin claims the shades EQ is a conditioning toning option, that in her experience it is actually the oppositeWhen [redacted] responded with why is that not on our websitethe answer is simpleWe are one of the only online brands that sells to professionals and non professionalsWe are unable to provide on our website information in regards to professional brands, because we are under the impression that without a valid cosmetology ID they are unable to purchase professional chemical productsOf course, we accept responsibility as we do state on our website prior to purchasing that the hair can be coloredHowever, we do not accept responsibility for her stylist using a high volume on tape in extensionsWe value all of our customers, and appreciate their businessAt this time, we are not willing to issue a refund but we are willing to replace with one pack of ombre extensions

Hello, Thank you for reaching out to Glam SeamlessWe have reviewed this complaint and still stand firmly behind our original response submittedAs a company, we have done nothing but accommodate this customer by sending out replacements for items that may have not worked for her, a total of times free of charge The reason we decided that we may not be the company for [redacted] was a tough one to make but we also felt like we could not make her happy in the long runParting ways with a customer is not a practice that Glam Seamless takes lightly, and we are disappointed that it had to come to that We wish [redacted] success in her future business ventures

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Parts of the business' response is correct, Yes they did replace the hair AFTER I pretty much HAD TO DEFEND myself to themHOWEVER.....When I called Chelle about the tape first off it was BEFORE I received the replacement hairAnd what had happened is I was going through some of my shelves and found bags of the blue tape that was having issues a few months back so I was unable to use themThe company KNEW of these issues and was even told by Paula to stay away from the blue tape but to use their new ultra hold tape insteadSo when I found the UNUSED bags I called to ask Chelle if I could SWAP THEM OUT!!!!! I DID NOT ASK FOR FREE TAPE!!! Just ANOTHER lie from this companySo then THE NEXT Day, (not when Marissa took over the call) I called Marissa about the color I received.....I WAS NOT ASKING FOR A REFUND ON HAIR ORDERED back in October!!! I said the color was the same as the hair ordered in October which was purple and what we just got is Raspberry Pastel so was a bit confused by how different color names can be the Exact same color on the hairI am asking for a refund on THIS HAIR!!! The hair I JUST ORDERED!! Not from October!! I mean Geez I am NOT ruthless or unethical?! NOT sure exactly how telling a client who has spent approxTEN THOUSAND DOLLARS (yes $10,000) in the last years with you AND BLOCKING them from calling you to try to work this out (BEFORE I sent a dispute) that we may not be the company for you is being courteous OR professional?!?! The photos show the NEW what they call lavender that I removed along with the lavender I wore about months agoYou can SEE the difference in the quality and even the color without having to feel it....Also the others are to show the Raspberry Pastel against what we just took out that was Purple just a few months agoAlso found a photo from when I received the purple so you can see BOTH IN PACKAGING with the colors noted on each and see that they are EXACTLY THE SAME COLOR!!!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I did say that we used the Redken shades eq toner and that I believe it was 10/volumeBut I am not a hairstylist and I am not familiar with thatWhile I was on the phone with Glam Seamless customer service I contacted my hairstylist via text to find out what level she used and she said it was the one that came with the tonerShe was not at her shop at the time and said she would let me know as soon as she got inThe level she used was actually a 9v not a 20v, and Glam Seamless would know that if they would have contacted my hairstylist to inquire about everything that was used, as promisedBut no one ever reached out to my hairstylist or followed up with meI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI would like to get the 20" Chocolate Dip Ombre 1b/2/4.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Hello, Thank you for making your concerns with Glam Seamless knownAfter looking into the
correspondence between this customer and our staff, we have found that a refund option was givenThe customer service team requested the customer send in photos of the issues she was experiencing and she compliedAfter having our Quality Control team look into the matter, we decided that a refund was in orderA refund of $was offered but the customer wanted more. She also stated that she was having trouble with the Remy extensions her stylist purchasedWe offered to have hair care products sent out to her as a courtesy and if they didn’t work we would have been more than happy to discuss a refundUnfortunately, Glam Seamless does not offer refunds for hair issues such as tangling without having the hair back in our offices for testingWhen this was requested the customer said that she had discarded the hairUnfortunately, due to Glam Seamless policy and procedure we are unable to provide any type of compensation for product that has not been returned to us for quality control testing. To date, the customer has been refunded a total of $for the product there was a visible issue withThe customer stated in an email that she would no longer be corresponding with us as a companyWe apologize for the experiences she has had, but we have done everything in our power to make this correctThank you

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me and the matter has been resolvedI have received the hair extensions, and even though they are still the wrong color, I am going to dye them myself
Sincerely,
*** ***

We are sorry to hear that no one got back to youGlam Seamless is happy to extend a courtesy outside of the days for youPlease email us at *** or give us a call at ###-###-#### and we can help you fix this issue right away

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# *** and have determined that my complaint has NOT been resolved because:
No refund was issued as of today 6/**/ The refund amount that the company states (129.99) does not include the full amount that I paid which is and The amount that this company stated they issued (they did not) does not cover the full financial loss.I requested that he company provide a refund for defective merchandise on the natural wefts in the amount of of which includes the cost of shipping and handling The company refuses to provide a refund for the entire amount including shippingWithout the shipping and handling the cost of the item is A picture was provided in good faith to show damage and the company still refused to provide a full refund.Additionally, I also made a purchase of of which were the regular wefts of hair, these were also defective The company refused to provide a refund I requested a replacement for damaged merchandise and they refused A picture was provided in good faith to show damage and the company still refused to provide a full refund or a replacement.Thank you*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are sorry to hear that it took a week to process your return. Glam Seamless is working hard to expedite the return process. We do note that the team took care of your requests and shipped out the verified product.Thank you for the opportunity to make this right.

Revdex.com:At this time, I have not been contacted by Glam Seamless regarding complaint ID [redacted].Sincerely,
[redacted]

When [redacted] called into our company she was very upset. Yes, our website does say that you can tone the hair as all of our hair is 100% human. However, our website also clearly states that coloring hair does void all warranty. Our Ombre tape in extensions do go through a 9 step eco-friendly...

coloring and conditioning process. We also state on the website and our packing that tape in extensions should be installed by a licensed cosmetologist who is trained in the tape-in application. With that being said, we are also under the impression that the stylist is familiar with our brand, as we make ourselves more than available on all of our platforms for customers and hairstylists to contact us with any questions. The stylist used her salons toner which was mentioned above. [redacted] also mentioned her stylist toned with a higher volume than we recommend for toning saying she used a 20 volume. Keep in mind, tape in extensions are 100% human remy hair, however, this is hair that is not attached to a human beings head. Thus, not getting proper nutrients, or hydration from the scalp allowing protection the cuticle as tape in's are not considered "living." The extensions react completely different to coloring processes because it has been cut off from it's original source. Regardless, when [redacted] called in our Color Department representative did sincerely apologize for the issue. She also did inform her that though Redkin claims the shades EQ is a conditioning toning option, that in her experience it is actually the opposite. When [redacted] responded with why is that not on our website.. the answer is simple. We are one of the only online brands that sells to professionals and non professionals. We are unable to provide on our website information in regards to professional brands, because we are under the impression that without a valid cosmetology ID they are unable to purchase professional chemical products. Of course, we accept responsibility as we do state on our website prior to purchasing that the hair can be colored. However, we do not accept responsibility for her stylist using a high volume on tape in extensions. We value all of our customers, and appreciate their business. At this time, we are not willing to issue a refund but we are willing to replace with one pack of ombre extensions.

[redacted], The return for credit was processed on February **, 2017 for the return that you shipped back. We apologize if you did not receive that notice which arrives via email in the form of a gift card to shop. This is your third order with Glam Seamless and we sincerely apologize that a team...

member did not check in to it further for you and resend the credit. We will send that to you again as of 2/**/17. Thank you for bringing this to our attention. We value you as a customer and look forward to the opportunity to work with you again.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} Let us first start out by saying that we deeply apologize for your experience with Glam Seamless. It is never our intention for our customers to be less than satisfied with the products and services that we...

provide.  With that being said, we do however firmly stand behind our products and services we provide.  p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} I want to touch on each point made in this complaint, as we have been dealing with the customer for some time now. At Glam Seamless, we have customers from all over the world who wear our hair. Our salon partnerships are some of the strongest in the industry so you can imagine that when we get three complaints from one stylist regarding quality, it is a little alarming to us. We worked with this customer on each of her problem orders but it seemed like we were having a hard time making her happy. To date, the customer has been sent replacements for EVERY order she has had a problem with.   p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} When our customer service manager, Marissa, originally spoke with the customer, she was more than willing to work with us by sending her sisters hair back for quality control testing. Once we receive the hair, our Quality Control Department examines the hair and deems if it is in fact defective or not. Once that determination is made, the customer is either mailed a new pack of hair, or the original hair is treated in our Quality Control Salon, repackaged and sent back to the customer. The customer didn’t allow us to get that far.  p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} After speaking with Marissa, the customer was contacted by Chloe. During the conversation, Chloe mentioned that maybe we weren’t the right company for this customer since she obviously was not happy with the quality of hair we provide. Even after having that conversation, the customer was still sent out a replacement pack, in a different color which is against our company policy, but we made another exception for her.  p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Once the customer received the hair, she called in to one of our Stylist Representatives to request free tape be sent to her. Our Stylist Representative politely told her that we were unable to send out anymore replacements or free tape. At that point, Customer Service Manager Marissa took over the call and let the customer know that we were unable to work with her going forward. Upon review of the call, we found the customer began being very hostile and started using vulgar language towards Marissa. She was then told the call would be ending if she could not operate in a courteous manner. She demanded a refund for the replacement hair, an order that was placed in October 2016. She was told there would be no more replacements or refunds awarded to her. At that point the customer threatened a chargeback through her bank. It is Glam Seamless policy that all communication ceases once a chargeback is threatened.  Glam Seamless operated in a courteous and professional manner throughout our communication with this customer. We have gone above and beyond as a company to make her happy but it seems that we may have fallen short in doing so. We apologize for not being able to see eye to eye on some of the points made in the complaint. We hope the final order, placed 4/**/17, is to her satisfaction.

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #454545; min-height: 14.0px} Hello,  Thank you for reaching out to Glam Seamless. We have reviewed this complaint and still stand firmly behind our original response submitted. As a company, we have done nothing but accommodate this customer by sending out replacements for items that may have not worked for her, a total of 3 times free of charge.  The reason we decided that we may not be the company for [redacted] was a tough one to make but we also felt like we could not make her happy in the long run. Parting ways with a customer is not a practice that Glam Seamless takes lightly, and we are disappointed that it had to come to that.  We wish [redacted] success in her future business ventures.

Dear [redacted],   Thank you so much for contacting us about your current product complaint, we are more than glad to assist you with all of your concerns and...

resolve this quickly. First and foremost, we are sorry that you are having issues with the “tape in hair extensions” that we sell online. You state the extensions have fallen out quicker than expected and you would like a refund. However, due to the terms and conditions on our website, used hair is not eligible for a return or refund due to the hygiene laws in the US. Furthermore, our website is a very specific clause that states “Glam Seamless tape in extensions are for professional use only, applying them yourself or going to an untrained professional will result in improper use and the extensions will not last. Please use a certified professional to ensure that this product lasts and works properly.”  All customers must agree to the terms and conditions prior to being able to check out and make a purchase.   The reason why you are having product issues with the hair slipping is because there is an application problem, not a defective product problem. We have offered you free tape and a free training call with your hairstylist to resolve this issue.  Our extensions are made with medical grade tape and do last 6-10 weeks as we state online, but that clause comes with a contingency. Our hair extensions are for professional use only and must be installed by a certified, experience hairstylist who has taken classes and has extensive training on the application of tape in hair extensions.   Glam Seamless has asked to speak to your hairstylist who put in the extensions, this would allow us to help your hairstylist with any application questions she may have at no additional cost. We will gladly offer free products and a free training call to make sure that the extensions are applied correctly. You did not want us to speak with your hairstylist, therefore we cannot resolve any of the issues you are having because the issue you are experience has to do with application and NOT the actual product.    Glam Seamless is a professional hair extension company that supplies hair extensions to women worldwide. We stand firmly behind our products and know that with proper application the product will work. Our tape and products do work as claimed and we have thousands to attest to that. The issue you are having is related to your hairstylist, not our product. We would love to assist you both and offer the free training call and free tape so you can get your Glam Seamless extensions applied properly and experience the beauty of the product when it’s used correctly.    We are more than glad to speak with your hairstylist and offer product to help you resolve this issue. We value every single customer including yourself and we deeply desire that everyone can have a glamorous hair transformation using Glam Seamless extensions. Please contact us so we can help you with your issues. We are more than glad to work with you and your hairstylist on proper application of our product. We look forward to hearing from you.    Regards, Glam Seamless Extensions    Glam Seamless Hair Extensions [redacted] ###-###-#### Make Every Day Glamorous [redacted]  
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