Celebrity Style Wigs

I have received ID ***This matter has been resolved directly with theconsumer.Thank you,ShaneEast Mountain Pool

Review: I ordered a wig on September 20, 2013. My receipt states: "Wig will ship in 7-10 business days. Once shipped, it can take 1-5 Days for my package to be delivered via [redacted]. I contacted Celebrity Wigs via phone on 10/2/13 re status of receipt. [redacted] informed me that she expected to receive my wig on 10/4/13. At that time, I told her I would call her back on 10/4/13 to ensure that it had been received and to supply her with a [redacted] Shipping number so that I could receive my unit next day. I called [redacted] back several times on 10/4/13 and left several voicemail messages. [redacted] never called me back. I received an email from [redacted] on 10/8/13 at 9:59 am informed me that my wig had shipped. I was totally surprise by this email based on the arrangements I had made to pay extra for next day shipping of my wig, and not receiving a return call from [redacted] requesting the shipping number. Via both email and voicemail, I requested that I be provided with the [redacted] tracking number and [redacted] has failed to provide with either, nor have I received my unit. Not only was I inconvenience and had to take my birthday trip with my hair looking totally crazy, I also shortened my trip because my hair looks crazy. I return home to find that my unit still has not been received. Based on the terms in my Receipt, my wig should have shipped no later than 10/4/13 (10 Business Days)and delivered no later than 10/9/13 (5 days via [redacted]). Giving Celebrity the benefit of the doubt, since per their email, my wig shipped 10/8/13, it should have been received via [redacted] no later than 10/14/13 (5 days). I have not received my unit to date and [redacted] has already delivered the last delivery in my area. I can provide documentation to support all of my claims in this ComplaintDesired Settlement: I would like this dispute settled by Celebrity Wigs paying me that total sum of $500. This would cover the $269 I paid for the unit that was not delivered and the additional cost of a replacement unit from another supplier (and also my mental anguish, inconvenience and for ruining my birthday plans).

Business

Response:

This is regarding case #9763141

This matter has been resolved as we refunded the customer on October 14’ 2013 per her request. This is a lengthy situation best understood by reading the email exchanges (see attached). To make a long story short, the customer ordered an Inventory Stock Wig which clearly states both in its title and during checkout that the wig takes 7-12 business days for delivery not 7-10 as the customer is claiming. This has been the same for 7 years. We did not receive any special request at the time of shipping that stated she needed to have rush shipping. The customer called our office on Thursday, October 8th and left a voicemail. We did not retrieve this voicemail until Monday, October 12th. In the voicemail the customer was upset and stated she was out of town and indicated that there was a high level of concern that her package would be stolen since she would not be back for several days.

We attempted to contact the customer and since she did not answer and the package was currently out for deliver that very moment - we had UPS intercept the package so that it would not be left outside for someone to steal. Our intentions were to reship the package once we heard back from the customer that she had returned from her trip. However, upon learning that the package was intercepted, the customer requested a refund and stated she would order elsewhere. Therefore, we refunded the customers payment. Upon doing what she requested us to do, the customer became infuriated and threatened a law suit. (Please see the emails to follow the complete story).

We always strive to make our customers happy and to also resolve customer issues and will continue to do so. However, due to the unwillingness of this customer to communicate her problem with our staff when she called in earlier October 12th, we were unable to assist her in resolving her issue prior to the package being intercepted.

It is her legal right to proceed in any manner she wishes, however, we will not be bullied into meeting unreasonable resolutions just because she states “she sues people all day long for a living”. We made a judgment call to safely secure the package as any company would based on what she left in the voicemail and it was her request to cancel the order and receive a refund, which we promptly obliged. (See her emails)