California Lace Wigs

TO:Revdex.com Its quite strange that this customer has filed a complaint but never mention that she sent an empty box back filled with paper and trash in place of the returned wigCustomer ( [redacted] ***) ordered an online in stock human hair wig on Sept 14, The wig was delivered overnite to her on Sept 1S, On Sept 16, PayPal notified us via email stating the customer has filed a complaint that the merchandise was 'Not as described'We sent and email to the customer ( [redacted] ***) attempting a resolution We went back and forth via email and though PayPal resolution center regarding the matterThis customer was very resistant, rude and confrontational about the productWe realize no resolution could be met, so we began requesting she send the wig back unaltered for a refund On October 10, 2016, PayPal notified us stating that the customer should receive a refund if the merchandise is returned in the same condition sentWe agreed and informed PayPal that was what our communications had been with the customer On October 19, PayPal emailed us stating the customer had sent them tracking info and once we receive the package and the merchandise determined to be in the same condition sent, they would issue her a refundOn October 24, we received a package without a return label or senders name or address infoBecause this was quite unusual, I decided to video record the opening of the packageWhen I opened the package there was our unique shipping box and upon opening the box there was trash and other misc itemsThere were documents ln the box that proved it was from [redacted] The cover document had her name on it and info about her product, but NO WIG was included In the return packageWe address all customers with a personal cover letter of appreciation upon purchase and an the documents were still in the package without the wig I notified PayPal about the box we received with trash and other misc items It was confirmed by a PayPal rep that the tracking number on the box matched the tracking number [redacted] gaveIt was very clear [redacted] scammed usI have a video recording of the opening of the box and other evidence that this package was shipped Intentionally without the wigPaypal suggested that we file a complaint and report this crime with a list of local agencies included Internet Crime Complaint Center, our local police department, the local police department in her areaWe have gathered enough evidence and have decided to file criminal and will pursue this case legallyThanks, Annette Owner/Creative Director California Lace Wigs

Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ My name is [redacted] ***, Owner and Creative Director at California Lace Wigs & WeavesI reviewed this complaint and have spoken in detail with my Customer Care Manager as well as reviewed email correspondences between my Manager and Customer Customer placed and online custom wig order on 12/2/She also requested and paid for a professional cut and styleOn 1/5/her custom order shipped to her with the cut and style she requestedOn 1/7/we were notified that she had just received the unit and did not like it and wanted to return it for a refundShe stated the wig looked nothing like the wig on our websiteOur Customer Care Manager assured her the unit was cut and styled just like to photo but during transit and shipment it may have gotten smashed and simply needed to be flat ironed in places to achieve the look of the photoThe customer insisted on a refundOur Customer Care Manager informed her that we do not offer refunds on custom wigs but we would be willing to restyle the unit if she sent it back and work on another shipping option so when the wig arrives it will have its shape right out the boxThe customer was not willing to accept that offerWe went on to request that she apply the wig and go to a hairstylist of her choice and have it re-styled at our expense not to exceed $She was unwilling to accept that and again insisted on only a full refundWe tried several options with this customer but she is was not willing to compromiseWe did everything we promisedShe placed a custom order that was made per her requestIt passed our point inspection and was cut a styled by our professional hairstylist who has mastered this particular cutHer wig was packaged for shipment and deliveredOut the box the hair may require some minor re-style but this customer was not willing to curl or flat iron the hair to get the look she desiresOur offers still stand She can send the wig back and have our stylist restyle it and send it back to her, our expense She can take the wig and have it styled at a salon of her choice not to exceed $ We hope she is willing to accept our offerOnce again, custom wigs are not refundable or exchangeableThe unit was made and cut based on her custom order submission Thanks,

TO:Revdex.com Its quite strange that this customer has filed a complaint but never mention that she sent an empty box back filled with paper and trash in place of the returned wig. Customer ([redacted]) ordered an online in stock human hair wig on Sept 14, 2016. The wig was delivered overnite to her on...

Sept 1S, 2016. On Sept 16, 2016 PayPal notified us via email stating the customer has filed a complaint that the merchandise was 'Not as described'. We sent and email to the customer ([redacted]) attempting a resolution.  We went back and forth via email and though PayPal resolution center regarding the matter. This customer was very resistant, rude and confrontational about the product. We realize no resolution could be met, so we began requesting she send the wig back unaltered for a refund.  On October 10, 2016, PayPal notified us stating that the customer should receive a refund if the merchandise is returned in the same condition sent. We agreed and informed PayPal that was what our communications had been with the customer.  On October 19, 2016 PayPal emailed us stating the customer had sent them tracking info and once we receive the package and the merchandise determined to be in the same condition sent, they would issue her a refund. On October 24, 2016 we received a package without a return label or senders name or address info. Because this was quite unusual, I decided to video record the opening of the package. When I opened the package there was our unique shipping box and upon opening the box there was trash and other misc items. There were documents ln the box that proved it was from [redacted] The cover document had her name on it and info about her product, but NO WIG was included In the return package. We address all customers with a personal cover letter of appreciation upon purchase and an the documents were still in the package without the wig I notified PayPal about the box we received with trash and other  misc items.  It was confirmed by a PayPal rep that the tracking number on the box matched the tracking number [redacted] gave. It was very clear [redacted] scammed us. I have a video recording of the opening of the box and other evidence that this package was shipped Intentionally without the wig. Paypal suggested that we file a complaint and report this crime with a list of local agencies included Internet Crime Complaint Center, our local police department, the local police department in her area. We have gathered enough evidence and have decided to file criminal and will pursue this case legally. Thanks, Annette Owner/Creative Director California Lace Wigs

Initial Business Response /* (1000, 5, 2016/01/11) */
My name is [redacted], Owner and Creative Director at California Lace Wigs & Weaves. I reviewed this complaint and have spoken in detail with my Customer Care Manager as well as reviewed email correspondences between my Manager and Customer....

Customer placed and online custom wig order on 12/2/2015. She also requested and paid for a professional cut and style. On 1/5/2016 her custom order shipped to her with the cut and style she requested. On 1/7/2016 we were notified that she had just received the unit and did not like it and wanted to return it for a refund. She stated the wig looked nothing like the wig on our website. Our Customer Care Manager assured her the unit was cut and styled just like to photo but during transit and shipment it may have gotten smashed and simply needed to be flat ironed in places to achieve the look of the photo. The customer insisted on a refund. Our Customer Care Manager informed her that we do not offer refunds on custom wigs but we would be willing to restyle the unit if she sent it back and work on another shipping option so when the wig arrives it will have its shape right out the box. The customer was not willing to accept that offer. We went on to request that she apply the wig and go to a hairstylist of her choice and have it re-styled at our expense not to exceed $50. She was unwilling to accept that and again insisted on only a full refund. We tried several options with this customer but she is was not willing to compromise. We did everything we promised. She placed a custom order that was made per her request. It passed our 10 point inspection and was cut a styled by our professional hairstylist who has mastered this particular cut. Her wig was packaged for shipment and delivered. Out the box the hair may require some minor re-style but this customer was not willing to curl or flat iron the hair to get the look she desires. Our offers still stand.
1. She can send the wig back and have our stylist restyle it and send it back to her, our expense.
2. She can take the wig and have it styled at a salon of her choice not to exceed $50.
We hope she is willing to accept our offer. Once again, custom wigs are not refundable or exchangeable. The unit was made and cut based on her custom order submission.
Thanks,