We apologize for our customer not being satisfied with her most recent purchase with us.We believe we can work together with our clients to make every purchase a positive experienceOur hair is carefully hand inspected before leaving our locationFrom what our records show, the customer contacted us with tangling issues as of May 8th in which we were able to offer suggestions on product and regimensAlthough our team is knowledgeable in caring for Virgin hair extensions, we cannot guarantee results each timeThis is the risk in us selling such a product as well as the customer purchasing said productVirgin human hair is distinct, and no two heads of hair are exactly alikeWhen you place an order with us you will notice that there will be some variation between our pictures and that of the hair you receiveThis is not avoidable nor should it beSince the customer has co-washed as well as installed the hair, her option for an exchange has been voidedAccording to the Federal law you cannot return human hair products that have been used due to hygienic reasonsOur policy does state if you are not completely satisfied with your purchase you may exchange an eligible item for a different item, excluding the original shipping charges and taxes, within days of the shipment received date, provided you follow the proper return procedure and eligibility guidelines as described on our websiteExchanges are processed within business days of receiptMoving forward, we are only able to offer suggestions to help assist in the overall life of our customer's extensionsPer our Terms and Conditions which the customer must agree upon prior to checkout, all sales are finalDue to the nature of the customer's experience, we have even offered a 10% discount on her next purchase with us if she chooses to return back with us as a customerWe attempted to follwith customer as of May 28th after receiving photos and an update of how hair reacted to our suggestions in which a voice mail was leftIf the customer would like to contact us regarding any further suggestions, we are more than willing to do soHowever, we cannot permit a refund nor replace product at this time
Thank you for getting in contact with usDue to our sale and holiday, we experienced a higher than call, order, and email volumeWith a small staff, it was a task taking all contact that was coming in so we deeply apologize for the delay! At this time, I have emailed a return label for your order to go through an exchange processYou will be required to print, tape to the box, and take to your local UPS locationPlease allow us to fix this issue and get the exchange taken care of at no cost to you!
Hi [redacted] , Thank you for contacting usThe Store Manager will be contacting you by the end of business today to offer a resolution in this matterWe certainly want you to be satisfied with your purchase and experience
Please refer to our terms and conditions provided initiallyIf you would like to send pictures of your hair so we can try and assist with product and hair regimen suggestions, we welcome your picturesThey can be sent to [email protected]
Hello, Thank you for reaching out to usPer our terms and conditions on our website, and provided at the time of checkout, all sales are finalWe do allow an exchange within business days, as long as the hair is returned in it's original conditionThe hair that you received is 100% new, virgin, and not usedWe will not be able to offer a replacement or store credit since we're outside of the exchange window timeframe, as indicated by our Terms and ConditionsThank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The hair is fake I would not have purchased if I knew thisI want my money back, how are we going to resolve this so I can get a refund Regards, [redacted]
[redacted] , We apologize again for any miscommunicationHowever, your order was shipped after speaking with managementPayPal was also contacted to find your transaction details as they did not reflect payment being receivedThe resolve offered was to have your package Express shipped per our cost due to the overall inconvenienceWe were then notified by the customer that the package was never received and management then filed a UPS claim to locate the package or receive the insured moniesWe do not claim to be perfect but we do ensure to do our due diligence in researching all matters to provide the best solution for the customerOnce the UPs claim is settled, we can move forward to either offer the customer a refund or reshipment as our Terms and Conditions which must be agreed to prior to checkout state the following: LOST SHIPMENTS If you have tracked your package via UPS.com and there is a discrepancy in delivery information or it has been lost in transit please call us immediatelyUPS will need to be contacted right away and initiate a trace/investigation for your packageThis investigation can take up to 5-business daysIt is never guaranteed that UPS will be able to locate/retrieve your package The UPS tracking number associated with this purchase is ( [redacted] )
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below It's nothing else to do with it becasue the hair is so nappy and shed badly that the hair is a waste I feel like I wasted my money and your company COULD CARELESS Regards, [redacted]
Hello, Thank you for contacting usWe are showing that your order was placed on April 21st, which was a FridayOur processing time is 2-business daysPer our Terms and Conditions, orders are not processed on FridaysAdditionally, you paid for 1-day shipping via USPSYour order was shipped on Wednesday, April 26, and you received it on Friday, April 28thPlease let us know if you have any further questions or concernsWe hope this helps
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below that is not acceptable you state minimal shedding but there was major sheddingAlso your company failed to even respond or reach out to me as their CUSTOMER THEY DID NOT CARE AT ALL I WANT MY MONEY BACK THE HAIR IS A MESS THE COUSTOMER SERVICE IS A MESS AND I AM NOT THE ONLY CUSTOMER THAT COMPLAINED ABOUT THE QUALITY OF THE HAIR AND THEIR CUSTOMER SERVICEThe response given by the business is unacceptable and honestly sounds like they don't care Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I have found that the package that was shipped to my house had my address and name on it but inside the package were the contents of another female who lived in Los AngelesIn order to settle things because the company made a huge blimp the girl from Los Angeles offered to come to my area hours away we met at a meeting spot and both of us exchanged one another's packagesWhat was upsetting is that this woman had my address my telephone number all of my personal information including my hairI am upset because not only did it take weeks to get here her hair company since the package to someone else's house when I get my hair the hair has been opened, and I can tell that she's touched itOf course I could have sent the hair back to her hair company but I feel some type of way about doing that because now we might be in for another five week dealI am very very disgruntled and angry over the practices I don't feel that her hair company agreed to the termsThey violated a total HIPAA violation by giving someone my address and telephone number informationThen I have her show up with all of her friends in the vehicle and I felt some type of way when I went there to pick up my package when I give her her hair all of her contacts are closed because I had only received it earlier that morning but my contents she had had in her possession more than hours and touched my hairAt this point I need this hair cuz I have appointment I have things to doI am asking her hair company to make it right and send me an additional bundle that the woman had touched or send me some type of credit of $towards another purchase should I want to continue to do business with them againBecause they know that they were wrongHer hair company has cost me a lot of time a lot of money I even ordered additional hear from another company in this five weeks because I couldn't go around looking crazy without my consumer purchasesI want something more to be done from her hair company because I'm very upset did I get a package from UPS yes I did on the outside of the package was my name in my address and on the inside was someone's information and her invoice information [redacted] how do I know this because I had her hair and because I had her invoice period UPS delivered a package but it was not my package because you guys process the information incorrectly and for that I need more than an apology Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]
We apologize for the inconvenienceHowever, we have cross-checked our online store database searching name, email address, phone number and even address and cannot locate an order from you placed on the disclosed dateWe accept all of our payments through our merchant, PayPalWith that being said, we would need to see a receipt so we can confirm the transaction details acceptedAfter that, we can have your order shipped immediately due to the timeframeA representative has attempted to contact the number given and was not able to speak with anyone directlyPlease contact us at your earliest convenience at We are open weekdays from 9AM-6PM Eastern Standard Time
Hello, Thank you for contacting us, and providing your feedbackAt Her Hair Company Inc., customer satisfaction is our first priorityWe stand behind the quality of our products 100%We believe we can work together with our clients to make every purchase a positive experienceOur hair is carefully hand inspected by our fulfillment department before leaving our location.Her Hair Company Inc., at its sole discretion, may exchange products under the following conditions: Requests must be made within business days of receipt of product(s).Any exchange requested after business days of receiving the product will not be honoredWe will not accept any merchandise, which has been used or altered (washed, brushed, combed or cut) in any wayAccording to the Federal law you cannot return human hair products that have been used due to hygienic reasonsPlease return the item in the original and resalable condition as a necessary health precautionBased on the conversation that you had with our Associate, the hair has been washed and installedOnce the hair has been manipulate in anyway, we are unable to honor an exchangeWe provide this information in our Terms and Conditions at the time of checkout, that you did agree toAdditionally, this information is provided on our websiteOur terms and conditions can be found here: https://www.herhaircompany.com/terms-conditions/ Our associate provided various product and hare care regimen suggestions based on the texture that you ordered; we are confident this will helpSince it is human hair, it does still have to be treated with care, including keeping the hair moisturized and having a good night time regimen While we understand that you are requesting a refund, our store policy is that all sales are final, in particular since you have worn the hair for quite some timeAt Her Hair Company Inc., we maintain a very high level of quality assurance by taking every bundle of hair through a vigorous process to make sure you are receiving the best quality product possibleAll hair orders are thoroughly inspected before shippingIt is our primary focus to make sure you are completely satisfied Due to the nature of our products, all sales are finalThank you again for contacting us, and we do wish you the best
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowI have had at least six years of bleach and dye and cutThe hair extension I have In my head I have had for over three years have been bleached and colored several times over those years and I still maintain it's great quality However your hair has received many complaints and YouTube of not being sufficient enough for customers having the same problems I hadAs many low grades hair it's good if it's not died but not everyone has dark hair as other hairdresser friends I have say The quality is not good enough to take on bleachingEven when he was not colored installing everything they hear was completely sane and without life Regards, [redacted]
Hello Customers complaint came in prematurely for our processing timeCustomer sent in request to change items in which the shipping department made correct changesPackage has been signed for and delivered to customer
Hello, Thank you for contacting usAs indicated on our website, and provided at the time of checkout: Minimally, no hair is absolutely perfect (Any company who states this phrase, as sales pitch is not being honestOur company is an honest supplier)We have reinforced machine wefting, to minimize shedding to nearly noneYou may see a few strands here or there, but nothing troublingThe most effective way to avoid shedding is by sealing the wefts*.We also recommend not using a brush, as this will cause shedding and tangling as well
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to meIf I don't receive a call I will have to re file my complaint
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am writing to state that as of yet I still don't have my merchandiseWhat happened was on Monday April 25th I called her hair company and filed a complaint with themI was told that my item number or order number is ***Her hair company or person named Sue told me that they have not processed my orderSue told me that my order will be sent out on Monday they had located it they saw that it was not filled and that they would ship the hair to me by Wednesday the 27th of AprilAs of yet the hair still has not arrivedAt 9:p.mon April 27th my personal information was shipped to a random woman's houseThat woman has been calling me and harassing me even threatened to come to my home thinking that her package was is with me as my package is with herThis is a total violation of my privacy imposed on me as a result of her hair company and their practicesHer hair company still has not given me any merchandiseWhen I ask them how this is going to be resolved they state that they have to submit a claim with UPS to see where the insured product isThis may take an additional weekThis has nothing to do with me and as of yet it's going on over five weeks that I still not have received my product for items that were ordered in MarchI asked them for a refund of my money that I don't want to do business with them any longer and they said that I have to wait for the claim
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
We apologize for our customer not being satisfied with her most recent purchase with us.We believe we can work together with our clients to make every purchase a positive experienceOur hair is carefully hand inspected before leaving our locationFrom what our records show, the customer contacted us with tangling issues as of May 8th in which we were able to offer suggestions on product and regimensAlthough our team is knowledgeable in caring for Virgin hair extensions, we cannot guarantee results each timeThis is the risk in us selling such a product as well as the customer purchasing said productVirgin human hair is distinct, and no two heads of hair are exactly alikeWhen you place an order with us you will notice that there will be some variation between our pictures and that of the hair you receiveThis is not avoidable nor should it beSince the customer has co-washed as well as installed the hair, her option for an exchange has been voidedAccording to the Federal law you cannot return human hair products that have been used due to hygienic reasonsOur policy does state if you are not completely satisfied with your purchase you may exchange an eligible item for a different item, excluding the original shipping charges and taxes, within days of the shipment received date, provided you follow the proper return procedure and eligibility guidelines as described on our websiteExchanges are processed within business days of receiptMoving forward, we are only able to offer suggestions to help assist in the overall life of our customer's extensionsPer our Terms and Conditions which the customer must agree upon prior to checkout, all sales are finalDue to the nature of the customer's experience, we have even offered a 10% discount on her next purchase with us if she chooses to return back with us as a customerWe attempted to follwith customer as of May 28th after receiving photos and an update of how hair reacted to our suggestions in which a voice mail was leftIf the customer would like to contact us regarding any further suggestions, we are more than willing to do soHowever, we cannot permit a refund nor replace product at this time
Thank you for getting in contact with usDue to our sale and holiday, we experienced a higher than call, order, and email volumeWith a small staff, it was a task taking all contact that was coming in so we deeply apologize for the delay! At this time, I have emailed a return label for your order to go through an exchange processYou will be required to print, tape to the box, and take to your local UPS locationPlease allow us to fix this issue and get the exchange taken care of at no cost to you!
Hi [redacted] , Thank you for contacting usThe Store Manager will be contacting you by the end of business today to offer a resolution in this matterWe certainly want you to be satisfied with your purchase and experience
Please refer to our terms and conditions provided initiallyIf you would like to send pictures of your hair so we can try and assist with product and hair regimen suggestions, we welcome your picturesThey can be sent to [email protected]
Hello, Thank you for reaching out to usPer our terms and conditions on our website, and provided at the time of checkout, all sales are finalWe do allow an exchange within business days, as long as the hair is returned in it's original conditionThe hair that you received is 100% new, virgin, and not usedWe will not be able to offer a replacement or store credit since we're outside of the exchange window timeframe, as indicated by our Terms and ConditionsThank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below The hair is fake I would not have purchased if I knew thisI want my money back, how are we going to resolve this so I can get a refund Regards, [redacted]
[redacted] , We apologize again for any miscommunicationHowever, your order was shipped after speaking with managementPayPal was also contacted to find your transaction details as they did not reflect payment being receivedThe resolve offered was to have your package Express shipped per our cost due to the overall inconvenienceWe were then notified by the customer that the package was never received and management then filed a UPS claim to locate the package or receive the insured moniesWe do not claim to be perfect but we do ensure to do our due diligence in researching all matters to provide the best solution for the customerOnce the UPs claim is settled, we can move forward to either offer the customer a refund or reshipment as our Terms and Conditions which must be agreed to prior to checkout state the following: LOST SHIPMENTS If you have tracked your package via UPS.com and there is a discrepancy in delivery information or it has been lost in transit please call us immediatelyUPS will need to be contacted right away and initiate a trace/investigation for your packageThis investigation can take up to 5-business daysIt is never guaranteed that UPS will be able to locate/retrieve your package The UPS tracking number associated with this purchase is ( [redacted] )
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below It's nothing else to do with it becasue the hair is so nappy and shed badly that the hair is a waste I feel like I wasted my money and your company COULD CARELESS Regards, [redacted]
Hello, Thank you for contacting usWe are showing that your order was placed on April 21st, which was a FridayOur processing time is 2-business daysPer our Terms and Conditions, orders are not processed on FridaysAdditionally, you paid for 1-day shipping via USPSYour order was shipped on Wednesday, April 26, and you received it on Friday, April 28thPlease let us know if you have any further questions or concernsWe hope this helps
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below that is not acceptable you state minimal shedding but there was major sheddingAlso your company failed to even respond or reach out to me as their CUSTOMER THEY DID NOT CARE AT ALL I WANT MY MONEY BACK THE HAIR IS A MESS THE COUSTOMER SERVICE IS A MESS AND I AM NOT THE ONLY CUSTOMER THAT COMPLAINED ABOUT THE QUALITY OF THE HAIR AND THEIR CUSTOMER SERVICEThe response given by the business is unacceptable and honestly sounds like they don't care Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I have found that the package that was shipped to my house had my address and name on it but inside the package were the contents of another female who lived in Los AngelesIn order to settle things because the company made a huge blimp the girl from Los Angeles offered to come to my area hours away we met at a meeting spot and both of us exchanged one another's packagesWhat was upsetting is that this woman had my address my telephone number all of my personal information including my hairI am upset because not only did it take weeks to get here her hair company since the package to someone else's house when I get my hair the hair has been opened, and I can tell that she's touched itOf course I could have sent the hair back to her hair company but I feel some type of way about doing that because now we might be in for another five week dealI am very very disgruntled and angry over the practices I don't feel that her hair company agreed to the termsThey violated a total HIPAA violation by giving someone my address and telephone number informationThen I have her show up with all of her friends in the vehicle and I felt some type of way when I went there to pick up my package when I give her her hair all of her contacts are closed because I had only received it earlier that morning but my contents she had had in her possession more than hours and touched my hairAt this point I need this hair cuz I have appointment I have things to doI am asking her hair company to make it right and send me an additional bundle that the woman had touched or send me some type of credit of $towards another purchase should I want to continue to do business with them againBecause they know that they were wrongHer hair company has cost me a lot of time a lot of money I even ordered additional hear from another company in this five weeks because I couldn't go around looking crazy without my consumer purchasesI want something more to be done from her hair company because I'm very upset did I get a package from UPS yes I did on the outside of the package was my name in my address and on the inside was someone's information and her invoice information [redacted] how do I know this because I had her hair and because I had her invoice period UPS delivered a package but it was not my package because you guys process the information incorrectly and for that I need more than an apology Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this response/resolution is satisfactory to me Regards, [redacted]
We apologize for the inconvenienceHowever, we have cross-checked our online store database searching name, email address, phone number and even address and cannot locate an order from you placed on the disclosed dateWe accept all of our payments through our merchant, PayPalWith that being said, we would need to see a receipt so we can confirm the transaction details acceptedAfter that, we can have your order shipped immediately due to the timeframeA representative has attempted to contact the number given and was not able to speak with anyone directlyPlease contact us at your earliest convenience at We are open weekdays from 9AM-6PM Eastern Standard Time
Hello, Thank you for contacting us, and providing your feedbackAt Her Hair Company Inc., customer satisfaction is our first priorityWe stand behind the quality of our products 100%We believe we can work together with our clients to make every purchase a positive experienceOur hair is carefully hand inspected by our fulfillment department before leaving our location.Her Hair Company Inc., at its sole discretion, may exchange products under the following conditions: Requests must be made within business days of receipt of product(s).Any exchange requested after business days of receiving the product will not be honoredWe will not accept any merchandise, which has been used or altered (washed, brushed, combed or cut) in any wayAccording to the Federal law you cannot return human hair products that have been used due to hygienic reasonsPlease return the item in the original and resalable condition as a necessary health precautionBased on the conversation that you had with our Associate, the hair has been washed and installedOnce the hair has been manipulate in anyway, we are unable to honor an exchangeWe provide this information in our Terms and Conditions at the time of checkout, that you did agree toAdditionally, this information is provided on our websiteOur terms and conditions can be found here: https://www.herhaircompany.com/terms-conditions/ Our associate provided various product and hare care regimen suggestions based on the texture that you ordered; we are confident this will helpSince it is human hair, it does still have to be treated with care, including keeping the hair moisturized and having a good night time regimen While we understand that you are requesting a refund, our store policy is that all sales are final, in particular since you have worn the hair for quite some timeAt Her Hair Company Inc., we maintain a very high level of quality assurance by taking every bundle of hair through a vigorous process to make sure you are receiving the best quality product possibleAll hair orders are thoroughly inspected before shippingIt is our primary focus to make sure you are completely satisfied Due to the nature of our products, all sales are finalThank you again for contacting us, and we do wish you the best
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear belowI have had at least six years of bleach and dye and cutThe hair extension I have In my head I have had for over three years have been bleached and colored several times over those years and I still maintain it's great quality However your hair has received many complaints and YouTube of not being sufficient enough for customers having the same problems I hadAs many low grades hair it's good if it's not died but not everyone has dark hair as other hairdresser friends I have say The quality is not good enough to take on bleachingEven when he was not colored installing everything they hear was completely sane and without life Regards, [redacted]
Hello Customers complaint came in prematurely for our processing timeCustomer sent in request to change items in which the shipping department made correct changesPackage has been signed for and delivered to customer
Hello, Thank you for contacting usAs indicated on our website, and provided at the time of checkout: Minimally, no hair is absolutely perfect (Any company who states this phrase, as sales pitch is not being honestOur company is an honest supplier)We have reinforced machine wefting, to minimize shedding to nearly noneYou may see a few strands here or there, but nothing troublingThe most effective way to avoid shedding is by sealing the wefts*.We also recommend not using a brush, as this will cause shedding and tangling as well
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to meIf I don't receive a call I will have to re file my complaint
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am writing to state that as of yet I still don't have my merchandiseWhat happened was on Monday April 25th I called her hair company and filed a complaint with themI was told that my item number or order number is ***Her hair company or person named Sue told me that they have not processed my orderSue told me that my order will be sent out on Monday they had located it they saw that it was not filled and that they would ship the hair to me by Wednesday the 27th of AprilAs of yet the hair still has not arrivedAt 9:p.mon April 27th my personal information was shipped to a random woman's houseThat woman has been calling me and harassing me even threatened to come to my home thinking that her package was is with me as my package is with herThis is a total violation of my privacy imposed on me as a result of her hair company and their practicesHer hair company still has not given me any merchandiseWhen I ask them how this is going to be resolved they state that they have to submit a claim with UPS to see where the insured product isThis may take an additional weekThis has nothing to do with me and as of yet it's going on over five weeks that I still not have received my product for items that were ordered in MarchI asked them for a refund of my money that I don't want to do business with them any longer and they said that I have to wait for the claim
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***