Bellami Hair

Hello L[redacted]
I apologize for the confusion, please allow me to clarify.
The issue here is that you are stating that you did not receive the Bambina Off Black extension set in your package.
Even though all of our packages go through an extensive quality control process and according to our records, the package was weighed and sent out correctly, we are happy to send out a brand new set to you with our fastest shipping option. 
Please let me know if you have any further questions! I am here to help!
Warm Regards,
N[redacted]
Customer Service Manager

April 3, 2015
 
TO:  RevDex.com – ID# 10560551
FM: [redacted] – Bellami Hair, LLC
class="MsoNormal"> 
RE:  [redacted] –
(Order # 181573)
 
Customer States that she did not receive what she originally
purchased.  In researching this case,
there seems to be confusion on her order. 
Originally customer purchased (Order
17[redacted]1) on March 4th at 9:32 PM.  Her Order was the Kylie
Hair 180g 2/Teal, carrier and hanger and Glamazon nails.  Customer received confirmation with regards
to order.  Customer was sent an email for
an address verification which we never received a response.  On March 16th,
customer contact Bellami Hair, LLC and cancelled the order.  Bellami Hair, LLC fully refunded the order on
March 17th at 9:58 am as per customer request.  (Order
17[redacted]1 is the only order for customer on March 4th)  The customer did cancel due to item being out
of stock.
When items are out of stock as mentioned on the website,
they are given the opportunity to cancel their original order and order a
product that is in stock if they so choose to.
On March 16th,
2015 at 6:04pm, customer placed another order (181573) with Bellami Hair, LLC. 
As per our website, it does take 24-48 hours to fulfill all orders.  Customer ordered a pink carrier and hanger,
Maldives eye lashes and the Kylie #2/Teal set of hair extensions.  On March
19th the order was sent to the customer.  On March
23rd, customer emailed us and told us that her address was wrong
when she placed the order.  We did
however updated the customers address for future use on this order.  We also notified the customer that the
package had already been sent (we provided the customer with tracking
information) and that she would have to wait until her package came back to us
so that we could resend it back.  Once a
customer enters and order, they are responsible for all correct information for
us to send items. 
Our returns desk takes 5-7 days business days to process
packages, even though we are quicker than 5-7 business days, this is what is
stated on our website and policies.  We
receive packages from all over the world and each one is physically inspected
regardless of the reason why a package has been returned. 
Bellami Hair, LLC
receive her package (Order 181573) on March 30th, 2015.  An email was sent to the customer on March 30th
at 4:24pm, stating that we had her package and to send her a new invoice for
reshipping the package.  On April 1st, 2015, after
hearing from the customer, we sent her a new shipping invoice for her
order.  On April 2nd, customer
cancelled the order and a full refund was issued.  The customers package was placed back into
inventory as per our guidelines and policies. 
On April 2nd,
2015 at 4:35, customer placed a new order (189345).  This order has been fulfilled and a new
tracking number has been issued to the customer.
It is not the intention nor procedure of Bellami Hair not to
send customers their packages.  Our
website fully states on multiple locations throughout their check process if an
item(s) are out of stock.  We send
numerous emails to customers to verify information based on the programs that we
use to verify customer address.  It is
the responsibility of the customer to provide all proper information on a
timely manner.  At present, the customer
is requesting and order be sent, after she has cancelled and received a refunded
for. 
 Thank you for your
time and diligence with regards to this complaint.  Bellami Hair, LLC takes a very proactive role
in servicing our customers with the best possible solutions for all
customers.   Please do not hesitate to
reach me should you have any further questions with regards to this complaint.
 
Regards,
[redacted]
COO

Hello M[redacted],
Thank you for your message and continued patience.
Again, I sincerely apologize that you are dissatisfied with your experience with Bellami Hair. 
This morning, since we still did not receive a response to our investigation via email, I called in and spoke with a representative at FedEx. They stated that the investigation shows that the carrier's GPS tracking for the scan was at the shipping address provided at time of delivery.
As our website does disclaim, "In the event a customer’s tracking number states delivery was made to the customers address, BELLAMI Hair does not offer refunds if the item is claimed to not have been delivered. BELLAMI hair offers priority mail with signature confirmation for an additional $2.5 which can be purchased at checkout. If an item is not received when tracking information confirms delivery, please contact the designated shipping company (USPS or DHL) for assistance." (http://www.bellamihair.com/pages/shipping-delivery)
After speaking to upper management about this situation, we have come up with a solution for you.
They are allowing me to make a onetime exception to re send out your order with FedEx Express Saver shipping (2-3 business days + insurance and signature confirmation) if you pay a $15 fee for the shipping.
I would need to send you a $15 invoice via PayPal. Please provide your email address that is associated with PayPal and also your shipping address.
Please confirm so that we can move forward.
I look forward to your response.
Warm Regards,
C[redacted]
Customer Service Manager

http://cdn.shopify.com/s/files/1/0143/4652/files/email-logo.gif?20688(bellamihai...⇄ /> Hi Jennifer! 
We will be happy to assist you today with your return! 
Simply send your *unopened* BELLAMI'S back...

to:
*BELLAMI / Returns
[redacted] Park Center Dr
Unit C
Simi Valley, Ca 93065
USA*
Please follow the below instructions to ensure that your return will be processed and received! 
1. Once we receive your return you will be notified by a representative within 4-6 business days.
2. Please include your confirmation email that was given to you at the time of purchase. This should state your order #, first and last name, or email address. 
3. Be sure to include the TESTER portion of your BELLAMI'S as it ends up being a part of the full set!! 
4. Please indicate whether you would like an exchange and for which color or if you would prefer a return, if you would like to exchange your BELLAMI’S, you will simply be sent a re shipping invoice via our Paypal account after the return has been processed! Once this amount has been paid feel free to let us know by emailing [email protected] and your exchange will then be processed!
5. We strongly suggest keeping your tracking number so we can confirm your package has been safely delivered to our shipping facilities! We will not accept responsibility for items returned to our facility without a tracking number.
6. After a refund has been issued for a return it will show up in your account within 3-4 business days. 
If you have any further questions or concerns feel free to contact us again at any time as we are always here at your service!
Best,
N[redacted]
Customer Service Manager

Response to Complaint:
Customer Information:
[redacted] 
sans-serif;"> 
This response is regarding [redacted]’s
order she placed on Oct 13, 2013 of last year order #19739. We see Ms. [redacted]
was experiencing trouble with her BELLAMI's in a correspondence one of our
representatives had with her back in November of last year. For any
inconvenience, a complimentary replacement weft was sent to our customer after
our rep had spoken to her, as a courtesy for any complications
she may have encountered. Due to the length of time we are unable to
fully replace her set or offer a refund. We do have strict policies regarding
our hair care products as our hair is 100% Remy Hair and can not be returned when tampered with. We also strongly suggest to our customer to only dye the hair with a professional colorist and knowledgeable hairstylist as this could possibly lead to damaging their set as it would your own hair. If she would like we are
more than happy to offer a larger discount on her next purchase for any inconvenience she
may have experienced.

Hi D[redacted],
We sincerely apologize that you were unsatisfied with the product that you received.
Our customer service manager reached out to you and offered to have the product sent back to we can inspect it with our production...

team.
We are happy to find a solution for you as we strive to provide the best products to our customers.
Can you please let us know if you have already sent back the product so we can let our returns department know.
Let us know if you have any other questions.

April 16, 2015
 
TO:  RevDex.com – ID# 105**666
FM: Gil Sanchez – Bellami Hair, LLC
class="MsoNormal"> 
RE:  [redacted] 
– (Order # 19**72)
 
Customer States that was not satisfied with the originally
purchased.  Researching this case,  the customer purchased (Order 190**2) on April 6th. 
Her Order was the Guy Tang Balayag 220G 22: 1C/18 set.  On
April 10th  the customer
notified Bellami Hair at 9:11 am with concerns about the transition lines and
the extension being “dipped”  We
responded on April 10th at 4:19 pm with suggestions on blending the
extensions as this is sometimes a difficult thing for some customers.  On April 10th at 7:53 we offered
the customer a return label and instructions on the return for an inspection.
The Guy Tang Balayage Extensions are ordered with very
specific requirements.  Each set is hand
gathered, dyed and put together.  The
blending of the Guy Tang hair can be difficult. 
Once the extensions are put together, they are processed and prepared
for shipment.  Due to the FDA
regulations, once they are sealed, they are not opened again until the customer
receives the package.  We open random
packages from each batch to make sure compliance is maintained.
If a customer has an issues, we will address each one as
they come to us.  In this case, the
customer also contacted Revdex.com while contacting us.  Our process for returns is for multiple
reasons:
1)     
 Make sure
that we receive the actual package so we can inspect and discuss with
manufacturing to ensure the issue is address.
2)     
We would like to have opportunity to make sure
that it is actually Bellami hair that is being returned (we receive empty
packages and hair from to other customers)
Our returns desk takes 5-7 days business days to process
packages, even though we are quicker than 5-7 business days, this is what is
stated on our website and policies.  We
receive packages from all over the world and each one is physically inspected
regardless of the reason why a package has been returned. 
Bellami Hair, LLC receive
her package (Order 190**2) on April 16th, 2015.  An email was sent to the customer on today,
stating that we had her package and a refund issued. As a company we are more
concerned with resolving the issue, this includes refunds.  At no time has a customer not been refunded
when one is warranted.  We do apologize
to the customer and encourage them to reach us at any time with the understanding
that it may take more than one to resolve or respond to the concern of the
customer.
Ms. [redacted] may contact me directly at [redacted]@bellamihair.com directly with any
further questions.
Thank you for your time and diligence with regards to this
complaint.  Bellami Hair, LLC takes a
very proactive role in servicing our customers with the best possible solutions
for all customers.   Please do not
hesitate to reach me should you have any further questions with regards to this
complaint.
 
Regards,
[redacted]
COO

Hello B[redacted],
Thank you for your emails and Revdex.com concern.
I sincerely apologize that you are dissatisfied with your experience with Bellami Hair.
Once again, I am more than happy to provide you with the solution that you are requesting, a full refund.
In order to do so, we are requesting that you send the product that you are dissatisfied with back to us.
We have provided you with a return shipping label in your email, if you do not have it any more please let me know and I would be happy to send you another one so you would not have to pay for return shipping.
Please let me know if you have any further questions.
Best,C[redacted]Customer Service Manager

Hi A**!
I sincerely apologize that you are having issues with your set!
face="Arial" size="2">I did look for a record of previous communication with you and I could not find one.
As our website disclaims, "Our extensions are 100% human hair that have gone through its own dyeing process, and although they were constructed to accept color, we do suggest getting a professional opinion by an experienced colorist. Dyeing may lead to shortening the lifespan of your BELLAMI’s and possibly cause damage if not done correctly. We also recommend not lightening or using any bleaching agents.
We do not recommend dying our Balayage or Ombre sets as they have been processed multiple times. Due to the processing they have gone through they do not take to dying well.[redacted]Please keep in mind, that if chosen to dye BELLAMIS, it is up to the customers discretion and done at your own risk.[redacted]" set
I would be happy to make a one time exception and send you out a brand new Bellissima 220g 22'' Ash Blonde (60) set. 
Please contact me on ** personal email and confirm your shipping address and we will get a set right out to you!  
I look forward to your response!
Warm Regards,
N[redacted]
n[redacted]@bellamihair.com

Hello L[redacted],
We sincerely apologize that you are dissatisfied with your experience with Bellami Hair. At this time, we would be happy to make an exception and replace the product and send you out a complimentary...

Bambina Off Black set with our fastest and most secure shipping option. Please confirm the following details and we will move forward:Bambina Off Black   x1
Sent FedEx Overnight (1-3 business days once shipped plus insurance and signature confirmation) to:
United States
Warm Regards,
N[redacted]
Customer Service Manager

April 10, 2015
 
TO:  RevDex.com – ID# 10570842
class="MsoNormal">FM: [redacted] – Bellami Hair, LLC
 
RE:  [redacted] – (Order # 184490)
In researching this case, there seems to be confusion on her
order.  Originally customer purchased (Order 184490) on March 22nd at
11:00 PM.  Customer order the Lilly Hair 260g #613 Beach
Blonde which include the carrier and hanger. 
Bellami responded to the customer on
April 8th at 2:52 pm the information stating how and what
conditions extensions could be returned. 
Bellami was contacted April 8th
at 10:44 pm that the hair was not opened and could be returned.
Bellami re-emailed the customer (again today) and sent
return instructions for her extensions.  Today’s
email is below, this explains the return, the color of her hair versus the
extensions and threads that were found in her set.  We are more than happy to accept her return.
Response to Customer via
email 4/10 at 11:30am
I am attaching
instructions for your return of the extensions. I am a little confused as well
since I am also doing your Revdex.com response. I am not quite sure what you would
like. We can do a refund, the platinum is more difficult color to match. Based
on the color of your hair, will have to work with you stylist to match that
color. Our 613 Beach blonde is the closest color that we would have.
Keep
in mind that each set is individually dyed, sometime the strands of colored
thread are left over when they collect the Remy hair and create the extension
to our specifications. Our hair is double drawn at the top and bottom, and
sometimes the thread they use to collect and complete each set is not removed
all the way.
I
will be more than happy to replace your extensions, however, I do not have
anything close to your current color with you having to visit a salon to
professionally achieve the look and color that you desire.
Please
reach me if you have any questions. Below are the return instructions:
Bellami Hair extends every opportunity to work with the
customer, sometimes that time may span several days depending on communication
exchanges with customers.  Our standing
policy is that any set of extensions that have a defect, such as threads left
during the processing of extensions will be either refunded or exchanged.  This process of collecting hair and
processing it is the same for every manufacturer and companies that carry
extensions.
 Thank you for your
time and diligence with regards to this complaint.  Bellami Hair, LLC takes a very proactive role
in servicing our customers with the best possible solutions for all
customers.   Please do not hesitate to
reach me should you have any further questions with regards to this complaint.
 
Regards,
[redacted]
COO

Hello M[redacted],
Thank you for your message.
I sincerely apologize that you are dissatisfied with your experience with Bellami Hair.
According to the details of your order number 428876, you contacted our customer service department via email on 10/3/2016 stating you did not...

receive your package. The customer service representative that assisted you, then immediately opened an investigation with the carrier to see if additional details could be provided. Investigations can take anywhere from 2-4 business days.The tracking information states that the package was delivered on 10/1/2016. Here is the direct link for the movement of the package:
https://www.fedex.com/apps/fedextrack/?action=track&language=english&tra...⇄ /> Please note that we processed and shipped out the order to the shipping information provided at time of checkout with the method of shipping applied by the customer. The method of shipping chosen for this order was FedEx SmartPost. A signature option is available at time of purchase for an additional $2.50. This was not applied to the order. With FedEx SmartPost shipping, FedEx picks up the package and carries it to the city of the shipping address. It is then transferred to USPS to make the physical delivery. When a signature is not applied to the package, the carrier with then leave it inside the mailbox or on the doorstep of the shipping address. 
You then called in on 10/5/2016 at 10:01am and spoke with a customer service representative on the phone in which she reiterated an investigation was in progress. We emailed you back later that day with the response from FedEx:
"In regards to your recent inquiry in reference to USPS Tracking#9[redacted]079, the last scan indicates that the parcel was delivered by the USPS on 10/01 at 16:42. At this time, we are researching this information with the USPS. Please allow a few additional days to complete this research, once complete, we will contact you with a resolution."
At this time, have are still waiting on the results from the carrier so that we can then provide you with a solution.
This is a very unfortunate situation and we are more than willing to provide you with a solution as soon as we receive the details back from the carrier's investigation.
I will be in contact with you as soon as I hear back from them. Please let me know if you have any other questions, comments, or concerns in the meantime.
Warm Regards,
C[redacted]
Customer Service Manager
[email protected]

Complaint: 11149451
I am rejecting this response because:
Regards,
J[redacted]
The hair was already removed from its packaging and therefore cannot be returned

Complaint: 10944578
I am rejecting this response because:
Unacceptable!! Lies and poor business ethics. I am not going to be out $170 and not have any extensions on top of it. Very poor business and customer service. The next contact I will be making is the states Attorney Generals office.
Regards,
[redacted]

Complaint: 11149451
I am rejecting this response because:
Regards,
J[redacted] The hair extensions have already been opened. They cannot be returned for refund because they were taken out of the packaging. I will not except this as a form of apology

Hello A[redacted],Thank you for your concern. I sincerely...

apologize that you are dissatisfied with your set. I would be happy to further assist you with a return and refund for your order number 42881. Please follow the instructions below:Simply send your BELLAMI'S back to:*BELLAMI HAIR / Returns3850 Royal AveSuite ASimi Valley, Ca 93063USA*Please follow the below instructions to ensure that your return will be processed and received! 1. Once we receive your return you will be notified by a representative within 4-6 business days.2. Please include your confirmation email that was given to you at the time of purchase. This should state your order #, first and last name, or email address. 3. Be sure to include the TESTER portion of your BELLAMI'S as it ends up being a part of the full set!! 4. Please indicate whether you would like an exchange and for which color or if you would prefer a return, if you would like to exchange your BELLAMI'S, you will simply be sent a re shipping invoice via our Paypal account after the return has been processed! Once this amount has been paid feel free to let us know by emailing [email protected] and your exchange will then be processed!5. We strongly suggest keeping your tracking number so we can confirm your package has been safely delivered to our shipping facilities! We will not accept responsibility for items returned to our facility without a tracking number.6. After a refund has been issued for a return it will show up in your account within 2-3 business days. If you have any further questions or concerns feel free to contact us again at any time as we are always here at your service!Best,
C[redacted]
Customer Service Manager
[email protected]

Complaint: 11751717
I am rejecting this response because I expected a product on a certain day and it did not arrive.  I understand that this is an unfortunate situation but I would expect this company to care for their customers and offer a solution.  Blaming the post office shouldn't be an option and it's not clearly stated in the site that a signature requested delivery option is offered.  I have a wedding today and won't be able to wear my extensions.  This has an impact in my life and in the wedding.  This is unacceptable.  As stated I want either a refund or a replacement ASAP, regardless of the status of the investigation I HAVE NOT RECEIVED THIS PRODUCT.  
Regards,
M[redacted]

This response is in regards to Nicole
Oliver's Order # 154302, this item has been delivered to her address on Jan 28th
2015. I have provided her tracking link below:...


https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=94[redacted]9343...⇄ /> As our policy strictly states
below via our website.
http://www.bellamihair.com/pages/shipping-delivery
 DELIVERY OF ITEMS:
In the event a customer’s tracking number states delivery was
made to the customers address, BELLAMI Hair does not offer refunds if the item
is claimed to not have been delivered. BELLAMI hair offers priority mail with
signature confirmation for an additional $2.5 which can be purchased at
checkout. If an item is not received when tracking information confirms
delivery, please contact the designated shipping company (USPS or DHL) for
assistance.
We have gone ahead and spoken with Ms. Oliver and are happy to offer
a larger discount on her next purchase for any inconveniences she has
experienced on behave of USPS.

In response to [redacted] complaint made on Dec 3rd 2014. Ms.
[redacted] had originally corresponded with our customer service team...

regarding the condition of her current set of BELLAMI’S and let us  know they have been dyed and she had been experiencing trouble with your order. We do make it very clear that
when dyeing your BELLAMI'S there is a possibility that this may damage their set as it would someone’s hair that is attached to their scalp. Our hair is
processed and not 100% virgin and it may not take the same way to different
types of products. We are happy to offer her replacement wefts for any inconvenience
she may have experienced or a 50% off her next purchase with us as we appreciate
Ms. [redacted] being a reoccurring customer. Whenever a product is opened we
have a very strict regulations regarding our return policy, currently my
supervisor is in contact with Ms. [redacted] to send images over of some of the
issues she is currently experiencing. We hope to have this mater resolved shortly.

Complaint: 10878883
I am rejecting this response because: So if I understand correctly, If I don't close my complaint you will not return my money?  Interesting tactic.  
I paid via Paypal and to issue a refund is about two clicks and is in no way tied to the Revdex.com.  You can contact me directly regardless and have since the filing of this complaint. 
How about you give me back my money and then I close my complaint.  Bellami sent me an email on the 26th saying that I would receive my refund in 2-3 days.  It is now 3 days and no refund.  
And to expand on this "high risk" claim.  I ordered from you directly, I paid with my own Paypal account and requested my purchase to be sent to my VERIFIED Paypal address.  No flags were raised by Paypal and I have ordered from Bellami before using the exact same process.  And if there was some flag, don't you think attempting to email or call the customer would have been the prudent decision. Not just drop it not tell anyone and try to keep my money.  If I had not been on top of it your company would have kept my money despite it being "high risk".
When my money is returned I will close the complaint.
Regards,
J[redacted]