Big Apple Beauty Supply, Incorporated

November 27, 2015Dear [redacted] ***At Big Apple Beauty Supply Customer Satisfaction is one of our top goalsIt is unfortunate that this This misunderstanding has led to mistrust in/of our businessWe empathize with the customer and her family as they go through this difficult timeIt was not our intention to offend the customerWe hope that they will accept our response and apology as we address their concerns regarding "lies, untruths," and ulterior motives.Sadly was not present when the whole situation took placeThe facts in both accounts, the customer and my employees differs in so the aspectsHowever, it is established that the customer was misinformed regarding the purchaseThe wig in question was indeed synthetic not human hairWe apologize and apologized for the errorThe employee did not know all the wigs in the glass case was not human hairWe apologize for suggesting there was ulterior motives on the customer part.Unfortunately there was a misunderstanding in the time the events occurredWe based our initial response on the time The Revdex.com said the complaint was submitted, which was "11/9/12:00:AM." This time indicates the start of the day Monday 11/9/We apologize for the misunderstanding seeing the customer said she filed the complaint "Monday Nov9th in the afternoon." It's unfortunate that he had to make two trips to receive his refund and was subjected to rudenessThe Big Apple Beauty Supply management has looked into the situation and steps are being implemented to avoid and address future acts of this sort, (if they ever arise).Customer satisfaction is very important to usWe are always looking for better ways to improve customer relationsWe value our customers and appreciate their repeat/return businessIn an attempt to foster a healthy and trusting relationship with our clientele/customers, we at Big Apple Beauty Supply are extending a 15% discount to the customer on her next purchase.Regards,Donna G

November 15, 2015Dear *** ***,Thank you for bringing this to my attentionapologize on behalf of the staff and management of Big Apple Beauty SupplyThis is/was a misunderstanding that have been settled with 24hrs.The employee in question is relatively new on the jobThe "glass case" mentioned
in the complaint is stocked with some of most expensive wigs, some are human hair while others are syntheticThe employee thought they were a human hair, it was not a contrived act.Yes the customer did ask several questions which included the difference and care between human and synthetic wigs.In respect to "being lied to at the store" we take offensePurchasing a wig for a cancer patient is no idle or flippant matterWe often advise shoppers to bring patient in to assure the right fit and personal preferenceIt was assumed that the prospective buyers did/do their research on the product BEFORE purchasing.Also, it would seem that the customer is a savvy consumergathered this was the case because the customer asked specifically for a *** *** wig*** *** Wig Collection has both a human and synthetic line of wigs, both are on the pricier sideIn requesting such a wig one can easily assume they had previous knowledge of the lineCould it be they thought they were getting an expensive human hair wig for $(due to the wigs superior quality) and were disappointed to find out the one they choose was from a synthetic life?We were very lenient with them and their story about a sick relative with cancerWe have company policies that employees are encouraged to carry outAmong our policy is NOT photographing the productsWe allowed them to take photographs, and in hindsight we shouldn't have done soWe were providing the additional assistance they needed when they wanted confirmation from their relative on the wig and style they selected.Big Apple Beauty Supply donates hundreds of dollars in wigs to cancer patients/centers regularly throughout the years, and we find it very offensive that we are being accused of deceiving a cancer patients,In reference to requesting a refund we did not dispute with the customer to warrant this action on our partThe employee merely explained to them the company's policy regarding returns.It's all a matter of hygieneWe cannot vouch for products after they leave the storeThus, we ask that customers purchase a NEW wig cap before trying on wigsIn the same tone, we don't accept return on wigsThe employees were correct in calling the managerThey were also correct in asking the customer to come back the next morning when management is present.It's interesting the time sequence involved in the complaint; one wonders if there was an ulterior motive for submitting the matter to the Revdex.comBig Apple Beauty Supply was not given the time to resolve the issue before the complaint was filedThe customers did not wait to see how management would deal with the matter before filing a midnight complaint.It should be duly noted that when they returned in "not even hours later" they were asked to return the next morning but they opted nor the afternoonDoes the act indicates deception? Why not wait until after you meet with management?We are pleased to report the customer received their "desired outcome/settlementThey received their refund on 11/9/in the amount of $which they totally agreed to a 15% discount for restocking feeA copy of the refund transaction is enclosed.According to the letter you sent to us the complaint was filed by *** ***However the day the refund was issued *** *** DID NOT SHOW UPA man claiming to be her husband; conducted the transaction on her behalfEnclosed is a timed photographic documentation from our surveillance system of the refund transaction.Big Apple Beauty Supply was not lax or tardy in dealing with the issueWe are in the process of educating all our employees about the dynamics of the store and merchandise.We thank you for your fair and unbiased judgement of this complaint and its validityIt is our desire to serve the community in an outstanding manner.We hope our files reflect our prompt and fair response.RegardsDonna G

November 15, 2015Dear [redacted],
Thank you for bringing this to my attention. apologize on behalf of the staff and management of Big Apple Beauty Supply. This is/was a misunderstanding that have been settled with 24hrs.
The employee in question is relatively new on the...

job. The "glass case" mentioned in the complaint is stocked with some of most expensive wigs, some are human hair while others are synthetic. The employee thought they were a human hair, it was not a contrived act.Yes the customer did ask several questions which included the difference and care between human and synthetic wigs.In respect to "being lied to at the store" we take offense. Purchasing a wig for a cancer patient is no idle or flippant matter. We often advise shoppers to bring patient in to assure the right fit and personal preference. It was assumed that the prospective buyers did/do their research on the product BEFORE purchasing.
Also, it would seem that the customer is a savvy consumer. gathered this was the case because the customer asked specifically for a [redacted] wig. [redacted] Wig Collection has both a human and synthetic line of wigs, both are on the pricier side. In requesting such a wig one can easily assume they had previous knowledge of the line. Could it be they thought they were getting an expensive human hair wig for $169.99 (due to the wigs superior quality) and were disappointed to find out the one they choose was from a synthetic life?
We were very lenient with them and their story about a sick relative with cancer. We have company policies that employees are encouraged to carry out. Among our policy is NOT photographing the products. We allowed them to take photographs, and in hindsight we shouldn't have done so. We were providing the additional assistance they needed when they wanted confirmation from their relative on the wig and style they selected.
Big Apple Beauty Supply donates hundreds of dollars in wigs to cancer patients/centers regularly throughout the years, and we find it very offensive that we are being accused of deceiving a cancer patients,
In reference to requesting a refund we did not dispute with the customer to warrant this action on our part. The employee merely explained to them the company's policy regarding returns.
It's all a matter of hygiene. We cannot vouch for products after they leave the store. Thus, we ask that customers purchase a NEW wig cap before trying on wigs. In the same tone, we don't accept return on wigs. The employees were correct in calling the manager. They were also correct in asking the customer to come back the next morning when management is present.
It's interesting the time sequence involved in the complaint; one wonders if there was an ulterior motive for submitting the matter to the Revdex.com. Big Apple Beauty Supply was not given the time to resolve the issue before the complaint was filed. The customers did not wait to see how management would deal with the matter before filing a midnight complaint.It should be duly noted that when they returned in "not even 2 hours later" they were asked to return the next morning but they opted nor the afternoon. Does the act indicates deception? Why not wait until after you meet with management?
We are pleased to report the customer received their "desired outcome/settlement. They received their refund on 11/9/2015 in the amount of $153.16 which they totally agreed to a 15% discount for restocking fee. A copy of the refund transaction is enclosed.
According to the letter you sent to us the complaint was filed by [redacted]. However the day the refund was issued [redacted] DID NOT SHOW UP. A man claiming to be her husband; conducted the transaction on her behalf. Enclosed is a timed photographic documentation from our surveillance system of the refund transaction.
Big Apple Beauty Supply was not lax or tardy in dealing with the issue. We are in the process of educating all our employees about the dynamics of the store and merchandise.
We thank you for your fair and unbiased judgement of this complaint and its validity. It is our desire to serve the community in an outstanding manner.
We hope our files reflect our prompt and fair response.
Regards
Donna G

November 27, 2015Dear [redacted]At Big Apple Beauty Supply Customer Satisfaction is one of our top goals. It is unfortunate that this This misunderstanding has led to mistrust in/of our business. We empathize with the customer and her family as they go through this difficult time. It was not our intention to offend the customer. We hope that they will accept our response and apology as we address their concerns regarding "lies, untruths," and ulterior motives.Sadly was not present when the whole situation took place. The facts in both accounts, the customer and my employees differs in so the aspects. However, it is established that the customer was misinformed regarding the purchase. The wig in question was indeed synthetic not human hair. We apologize and apologized for the error. The employee did not know all the wigs in the glass case was not human hair. We apologize for suggesting there was ulterior motives on the customer part.Unfortunately there was a misunderstanding in the time the events occurred. We based our initial response on the time The Revdex.com said the complaint was submitted, which was "11/9/2015 12:00:00 AM." This time indicates the start of the day Monday 11/9/2015. We apologize for the misunderstanding seeing the customer said she filed the complaint "Monday Nov. 9th in the afternoon." It's unfortunate that he had to make two trips to receive his refund and was subjected to rudeness. The Big Apple Beauty Supply management has looked into the situation and steps are being implemented to avoid and address future acts of this sort, (if they ever arise).Customer satisfaction is very important to us. We are always looking for better ways to improve customer relations. We value our customers and appreciate their repeat/return business. In an attempt to foster a healthy and trusting relationship with our clientele/customers, we at Big Apple Beauty Supply are extending a 15% discount to the customer on her next purchase.Regards,Donna G

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I am highly offended by the lies, untruths and their stating I had alterior motives said by this business in their response. I will address each of them separately;
I did NOT go into the store on Sunday and ask specifically for a [redacted] wig. I went into the store with no clue where to even begin when looking for a wig for my mother who was diagnosed with stage 4 cancer not even 2 months ago. That's why I had a million questions for the salesperson. I went into a wig store thinking the salespeople would have the knowledge that I needed.  I asked to see synthetic wigs and human hair wigs because that was the extent of my knowledge at the time and when I asked to see human hair wigs I was told and I quiote "all the wigs in this glass case are human hair, and some of them next to the glass case over here are human hair". 
It's very nice the salesperson "broke company policy" and let me take photos of the wigs to send to my mother. No one EVER told me it was against policy to take photos of the wigs nor is there a sign anywhere saying you can't. 
I believe there is a misconception with this business on when I filed the complaint: I filed thhave complaint on Monday November 9 in the afternoon after my husband went to the store to speak to the owner like he was told to do after trying to return the item on Sunday right after buying it and finding out we were misconceived. 1. My husband went in the afternoon and not the morning because he had an appointment in the morning which is neither here nor there in relation to the return or complaint with the store. 2. I work so that is why I didn't go to the store myself and I also don't like conflict so I rathered my husband go speak with the store about the misconception of the wig and deal with the situation. Anyway back to when I filed the complaint: I filed the complaint after my husband went to the store on Monday afternoon as he was told to do so to speak to the owner about returning the wig. The owners sister was there who I guess is a manager and she DENIED return of the product and was rude to my husband. He left the store and called me and told me what had happened about the denial of the return and the rudeness. THAT is when I filed a complaint with the Revdex.com and also contacted my sister who is an attorney. She had advised I file the complaint with the Revdex.com and see what happens for now. 
My husband is a barber and the owner of the salon he works at sends a lot of business to this place, after my husband told his boss what had happened she contacted the owner of the store. It was not until she contacted the owner of this store that the owne then said fine send him back and tell him I will give him the refund minus a $15 restocking fee. Funny that the business is so worried about hygiene and that is why they won't take returns on wigs but they took it back with an erroneous restocking fee and put the wig back out for sale to someone else. 
I do not think that we were intentionally lied to by the salesperson when she sold us the "human hair wig" but I believe she had lack of experience or knowledge. That is not my problem and my complaint is based on the fact we were told we were buying a human hair wig and were mislead and when trying to return it due to the untruths we were told no and then come back and see the owner and then no again and then come back and get your money back minus $15. And now especially with this business's response in stating I am lying and have alterior motives, this is extremely unprofessional on their part. 
What alterior motives can one have in buying a wig under false pretenses and trying to return it not even a day later??
Regards,
[redacted]

November 27, 2015Dear [redacted]
At Big Apple Beauty Supply Customer Satisfaction is one of our top goals. It is unfortunate that this This misunderstanding has led to mistrust in/of our business. We empathize with the customer and her family as they go through this difficult time. It was not our intention to offend the customer. We hope that they will accept our response and apology as we address their concerns regarding "lies, untruths," and ulterior motives.
Sadly was not present when the whole situation took place. The facts in both accounts, the customer and my employees differs in so the aspects. However, it is established that the customer was misinformed regarding the purchase. The wig in question was indeed synthetic not human hair. We apologize and apologized for the error. The employee did not know all the wigs in the glass case was not human hair. We apologize for suggesting there was ulterior motives on the customer part.
Unfortunately there was a misunderstanding in the time the events occurred. We based our initial response on the time The Revdex.com said the complaint was submitted, which was "11/9/2015 12:00:00 AM." This time indicates the start of the day Monday 11/9/2015. We apologize for the misunderstanding seeing the customer said she filed the complaint "Monday Nov. 9th in the afternoon." It's unfortunate that he had to make two trips to receive his refund and was subjected to rudeness. The Big Apple Beauty Supply management has looked into the situation and steps are being implemented to avoid and address future acts of this sort, (if they ever arise).
Customer satisfaction is very important to us. We are always looking for better ways to improve customer relations. We value our customers and appreciate their repeat/return business. In an attempt to foster a healthy and trusting relationship with our clientele/customers, we at Big Apple Beauty Supply are extending a 15% discount to the customer on her next purchase.
Regards,
Donna G

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I am highly offended by the lies, untruths and their stating I had alterior motives said by this business in their response. I will address each of them separately;I did NOT go into the store on Sunday and ask specifically for a [redacted] wig. I went into the store with no clue where to even begin when looking for a wig for my mother who was diagnosed with stage 4 cancer not even 2 months ago. That's why I had a million questions for the salesperson. I went into a wig store thinking the salespeople would have the knowledge that I needed.  I asked to see synthetic wigs and human hair wigs because that was the extent of my knowledge at the time and when I asked to see human hair wigs I was told and I quiote "all the wigs in this glass case are human hair, and some of them next to the glass case over here are human hair". It's very nice the salesperson "broke company policy" and let me take photos of the wigs to send to my mother. No one EVER told me it was against policy to take photos of the wigs nor is there a sign anywhere saying you can't. 
I believe there is a misconception with this business on when I filed the complaint: I filed thhave complaint on Monday November 9 in the afternoon after my husband went to the store to speak to the owner like he was told to do after trying to return the item on Sunday right after buying it and finding out we were misconceived. 1. My husband went in the afternoon and not the morning because he had an appointment in the morning which is neither here nor there in relation to the return or complaint with the store. 2. I work so that is why I didn't go to the store myself and I also don't like conflict so I rathered my husband go speak with the store about the misconception of the wig and deal with the situation. Anyway back to when I filed the complaint: I filed the complaint after my husband went to the store on Monday afternoon as he was told to do so to speak to the owner about returning the wig. The owners sister was there who I guess is a manager and she DENIED return of the product and was rude to my husband. He left the store and called me and told me what had happened about the denial of the return and the rudeness. THAT is when I filed a complaint with the Revdex.com and also contacted my sister who is an attorney. She had advised I file the complaint with the Revdex.com and see what happens for now. My husband is a barber and the owner of the salon he works at sends a lot of business to this place, after my husband told his boss what had happened she contacted the owner of the store. It was not until she contacted the owner of this store that the owne then said fine send him back and tell him I will give him the refund minus a $15 restocking fee. Funny that the business is so worried about hygiene and that is why they won't take returns on wigs but they took it back with an erroneous restocking fee and put the wig back out for sale to someone else. I do not think that we were intentionally lied to by the salesperson when she sold us the "human hair wig" but I believe she had lack of experience or knowledge. That is not my problem and my complaint is based on the fact we were told we were buying a human hair wig and were mislead and when trying to return it due to the untruths we were told no and then come back and see the owner and then no again and then come back and get your money back minus $15. And now especially with this business's response in stating I am lying and have alterior motives, this is extremely unprofessional on their part. 
What alterior motives can one have in buying a wig under false pretenses and trying to return it not even a day later??
Regards,
[redacted]