Hello [redacted], We apologize that you feel this way...At Diamond Virgin Hair Co. Customer satisfaction is our #1 goal. Were very sorry that this happened and will make sure that it does not happen again.As a reminder, Orders take between 5-7 business days to process and 2-3...
business days to ship (as stated on our website). Your order was placed on 9/5/16. "Business days" do not include Saturdays nor Sundays as we do not ship on those days. After looking into your order-it is currently still processing and will be shipped soon. You can find our Shipping policy below. If you have further questions regarding your order- you can contact our customer service via our online chat, calling our customer service (1-877-574-7747) or by email ([email protected]). SHIPPING POLICY We ship our packages out via USPS Priority Mail. Priority shipping within the United States will cost $13. Express Shipment within the United States is $35. Orders will ship within 5-7 business days of receiving payment. Orders require 2-3 business days for delivery after it ships depending on its destination.Shipping confirmation and tracking is available via email as soon as your order ships.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me once the funds have been received.
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 reviewed appear below.I have pictures you can see, but your website kept crashing while I attempted to upload them. To the seller it is more than just a track in the back that is tangling. Not only is the hair shedding from the top and throughout my head it is gathering on the back of my neck. This hair is a bad batch of hair and nothing like what I have purchased many times before from you. I had the same beautician each time. Every time I comb this hair with wide tooth comb, there is hair in the sink. If I stand in the mirror and comb my hair and it sheds from the back it will not fall into the sink it will fall onto the floor. It is really sad, that you don't stand by your product and honor your customers. It is really ghetto to assume that I or any other working person is going to jump through hoops to help your bad product work for me. It silly to tell a person oh, maybe you should "co wash it, or put some oil in it." Really, shows how small minded people can be. A good business takes care of their customers so they return with other customers. Because a happy customer returns with other customers. Instead of assuming everyone is ghetto and trying to get over. Here's a thought what if it was you? How would you respond, would you accept the answers you gave? Nevertheless, my answer is a firm no.... A refund is all I will accept.
Regards,
[redacted]
Hello, We appreciate you for contacting us. As a reminder- closures usually last up to 2-3 months or 1-2 installs depending on how you care for the closure. Closures do not last as long as the bundles. Secondly, we provide hair care instruction sheets in all of our packages. If you...
followed the hair care instruction sheets properly- you should not have had an issue with the closure balding within such a short time period. Unfortunately because the closure was purchased over 2 months ago- we would not be able to replace it.
Hello Ms. [redacted], As a reminder- Processing and shipping is 5-7 business days and 2-3 days for delivery (This is also stated on the website under our shipping policy). Your order still falls within the 5-7 business days of processing and shipping. Your order is set to ship...
today. Here is your tracking information: [redacted]You can track your order at usps.com. Please allow 2-3 business days for delivery. We will only accommodate a customer with Express shipping if the order EXCEEDS the 5-7 business days of processing. If you have further questions please feel free to contact our customer service at 1-877-574-7747. Regards,
Hello! We appreciate your response regarding your purchase. In response to this complaint:We spoke to the customer on 2 different occasions regarding the purchase for the Brazilian Body wave in 12''',14'',16''...In store and online. Our normal process for examining a...
customer issue is for the customer to visit our location and have a professional stylist as well as an representative from the company review the customers complaint. After examining the issue- we have determined two issues: The hair shedding (due to the stlist cutting the tracks & the back "piece" of a track tangling). We suggested that the customer use a light oil and co wash that particular piece that caused tangling as we never had this issue with the body wave hair. The customer called and informed us that she was having the same issue and requested that we replace all 3 bundles. However, the issue was not with ALL three bundles- just that one particular track. Therefore, we will not refund the 3 bundles. We would like for the customer to remove the back bundle and we will replace it.
Hello [redacted] We appreciate you for contacting us regarding this matter. We would like to settle this issue that you are experiencing with the wig you purchased in November. Yes, all sales are final for all wig orders. Per your email you sent us requesting a refund for the...
closure- we refunded you the $115. However, for the wig- we are unable to refund you. If you would like to send the wig back to us- we will have our management team and one of our professional stylist look at the wig to see what issues you are describing. Please contact us via email ([email protected]) or by calling our customer service line at 1-877-574-7747. Our return address to send the wig back to us for review is:3129 W. 30th St. Indianapolis, IN 46222 As stated previously, we will have our team review the wig. If needed- we will alter the wig and send it back to you if we find any of the issues you are describing. Regards,
Hello Ms. [redacted], Here is your order: Mink Brazilian Bundle Deals ( Bundled Lengths: 12" - 14" - 16", Texture: Wavy )Item# [redacted] [redacted] You ordered a bundle deal which includes 3 bundles (12'',14'',16")...That equals (1 bundle of 12''). (1 bundle of 14'') and (1 bundle of 16")...
for the price of $115. The four bundles depicted in the picture gives customers an idea of how many bundles they can order. We also also 4 bundle deals. If you would have selected our 4 bundle deal (12'',14'',16'',18'') for $299.99 then you would have received 4 bundles. We will send you a fourth bundle if you are willing to pay the price. Regards,
August 7th: Ms. [redacted] placed an order. August 7th: The package was shipped via usps.com [redacted]August 19th: Ms. [redacted] REFUSED the package at 2:49 pm in after an attempted delivery. August 19th: The package was sent back after being refused by Ms. [redacted]...
According to our online terms and conditions regarding refused packages ( www.diamondvirginhair.com): NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.If a shipment is returned to us due to a bad address you will be responsible for additional shipping charges. August 24th: Ms. [redacted] contacted us via phone regarding the package. August 24th: We informed Ms. Golanksi that the package was sent back because she refused it....She denied the refusal. August 24th: Although it was Ms. [redacted]s responsibility to repay the shipping fee, we waived the fee. August 25th: The package is sent to her daughters address as requested. (Tracking number via usps.com: [redacted]August 26th: We received Ms. [redacted]s refused package. August 27th: Today, Thursday, August 27th, Ms. [redacted] will receive her package. In future cases, with our company or any other, we suggest that the customer avoids refusing packages- this will eliminate problems and confusion such as this. If the customer has further questions, she can email us at [email protected] or by calling us at 1-877-574-7747.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
As we have stated several times in email, and also here on the Revdex.com- We do not refund cards that were not used at the original time the transaction was made. If you would like the $20 credit that is owed- it must be refunded by the card that was used during the original time of...
payment. You can also find our terms and conditions regarding returns & exchanges via our website or below. Unfortunately we cannot refund a product that has been used and chemically altered. REPLACEMENTSWe take great pride in our product and it is 100% guaranteed. Since natural hair is reactive to a simple wash and deep conditioning product issues or concerns can often easily be remedied by implementing a simple care regimen. However, if you feel you’ve received a product that is truly defective and unusual we want to hear from you! If you have received any product that is defective you must contact us within 3 – 5 business days of receipt of the merchandise. Although no refunds are permitted we will address the quality issue at once. A customer service Representative will provide the customer with mailing instructions for the return of ALL of the product in question. Customers will be responsible for paying costs associated with returning the item to the Diamond Virgin Hair Co. Distribution Center. If Diamond Virgin Hair Co. verifies and agrees that the product is defective in any way, Diamond Virgin Hair Co. will then exchange or replace the item.If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. Diamond Virgin Hair Co. will cover the cost of shipping the exchanged/new item back to the customer. If Diamond Virgin Hair Co. does not validate the product defect issue, we will return the item in question to the customer at our expense without an exchange of product. However we will not accept any product that has been altered in any way.EXCHANGESDiamond Virgin Hair Co., at its sole discretion, may exchange products under the following conditions:Requests must be made within 5 business days of receipt of product(s). Any exchange request after 3 business days will not be honored.We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, or washed) in any way.According to the Federal law you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law. Please return the item in the original and resalable condition as a necessary health precaution.Product must be exchanged for something of equal or greater value. No refunds will be permitted.In order to process an exchange the unwanted product would need to be sent back at your expense. We suggest sending through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packages. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Hello Ms. [redacted], We appreciate you for contacting us once more concerning this issue. We very sorry that you feel your request has been ignored. Firstly, we would like to say that all of our bundles are sold in 3.5-4 ounces each. With the longer lengths (26") that you ordered- this is...
normal for the bundles to be smaller as the weight comes in the length of the actual hair (not how long the track is). According to our email- we offered to refund you $10 difference for what is claimed to be missing from the bundle. Unfortunately, we could not agree to refund 1/4 of the $145 because we did not have enough accurate information to determine that 1/4 of the bundle was missing. We are very sorry to hear that we have lost you as a customer. If you have further questions, comments or concerns- please feel free to call or email us at 1-877-574-7747 or by emailing us at [email protected]. Regards, Diamond Virgin Hair
Hello [redacted], We apologize that you feel this way...At Diamond Virgin Hair Co. Customer satisfaction is our #1 goal. Were very sorry that this happened and will make sure that it does not happen again.As a reminder, Orders take between 5-7 business days to process and 2-3...
business days to ship (as stated on our website). Your order was placed on 9/5/16. "Business days" do not include Saturdays nor Sundays as we do not ship on those days. After looking into your order-it is currently still processing and will be shipped soon. You can find our Shipping policy below. If you have further questions regarding your order- you can contact our customer service via our online chat, calling our customer service (1-877-574-7747) or by email ([email protected]). SHIPPING POLICY We ship our packages out via USPS Priority Mail. Priority shipping within the United States will cost $13. Express Shipment within the United States is $35. Orders will ship within 5-7 business days of receiving payment. Orders require 2-3 business days for delivery after it ships depending on its destination.Shipping confirmation and tracking is available via email as soon as your order ships.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me once the funds have been received.
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 reviewed appear below.I have pictures you can see, but your website kept crashing while I attempted to upload them. To the seller it is more than just a track in the back that is tangling. Not only is the hair shedding from the top and throughout my head it is gathering on the back of my neck. This hair is a bad batch of hair and nothing like what I have purchased many times before from you. I had the same beautician each time. Every time I comb this hair with wide tooth comb, there is hair in the sink. If I stand in the mirror and comb my hair and it sheds from the back it will not fall into the sink it will fall onto the floor. It is really sad, that you don't stand by your product and honor your customers. It is really ghetto to assume that I or any other working person is going to jump through hoops to help your bad product work for me. It silly to tell a person oh, maybe you should "co wash it, or put some oil in it." Really, shows how small minded people can be. A good business takes care of their customers so they return with other customers. Because a happy customer returns with other customers. Instead of assuming everyone is ghetto and trying to get over. Here's a thought what if it was you? How would you respond, would you accept the answers you gave? Nevertheless, my answer is a firm no.... A refund is all I will accept.
Regards,
[redacted]
Hello, We appreciate you for contacting us. As a reminder- closures usually last up to 2-3 months or 1-2 installs depending on how you care for the closure. Closures do not last as long as the bundles. Secondly, we provide hair care instruction sheets in all of our packages. If you...
followed the hair care instruction sheets properly- you should not have had an issue with the closure balding within such a short time period. Unfortunately because the closure was purchased over 2 months ago- we would not be able to replace it.
Hello Ms. [redacted], As a reminder- Processing and shipping is 5-7 business days and 2-3 days for delivery (This is also stated on the website under our shipping policy). Your order still falls within the 5-7 business days of processing and shipping. Your order is set to ship...
today. Here is your tracking information: [redacted]You can track your order at usps.com. Please allow 2-3 business days for delivery. We will only accommodate a customer with Express shipping if the order EXCEEDS the 5-7 business days of processing. If you have further questions please feel free to contact our customer service at 1-877-574-7747. Regards,
Hello! We appreciate your response regarding your purchase. In response to this complaint:We spoke to the customer on 2 different occasions regarding the purchase for the Brazilian Body wave in 12''',14'',16''...In store and online. Our normal process for examining a...
customer issue is for the customer to visit our location and have a professional stylist as well as an representative from the company review the customers complaint. After examining the issue- we have determined two issues: The hair shedding (due to the stlist cutting the tracks & the back "piece" of a track tangling). We suggested that the customer use a light oil and co wash that particular piece that caused tangling as we never had this issue with the body wave hair. The customer called and informed us that she was having the same issue and requested that we replace all 3 bundles. However, the issue was not with ALL three bundles- just that one particular track. Therefore, we will not refund the 3 bundles. We would like for the customer to remove the back bundle and we will replace it.
Hello [redacted] We appreciate you for contacting us regarding this matter. We would like to settle this issue that you are experiencing with the wig you purchased in November. Yes, all sales are final for all wig orders. Per your email you sent us requesting a refund for the...
closure- we refunded you the $115. However, for the wig- we are unable to refund you. If you would like to send the wig back to us- we will have our management team and one of our professional stylist look at the wig to see what issues you are describing. Please contact us via email ([email protected]) or by calling our customer service line at 1-877-574-7747. Our return address to send the wig back to us for review is:3129 W. 30th St. Indianapolis, IN 46222 As stated previously, we will have our team review the wig. If needed- we will alter the wig and send it back to you if we find any of the issues you are describing. Regards,
Hello Ms. [redacted], Here is your order: Mink Brazilian Bundle Deals ( Bundled Lengths: 12" - 14" - 16", Texture: Wavy )Item# [redacted] [redacted] You ordered a bundle deal which includes 3 bundles (12'',14'',16")...That equals (1 bundle of 12''). (1 bundle of 14'') and (1 bundle of 16")...
for the price of $115. The four bundles depicted in the picture gives customers an idea of how many bundles they can order. We also also 4 bundle deals. If you would have selected our 4 bundle deal (12'',14'',16'',18'') for $299.99 then you would have received 4 bundles. We will send you a fourth bundle if you are willing to pay the price. Regards,
August 7th: Ms. [redacted] placed an order. August 7th: The package was shipped via usps.com [redacted]August 19th: Ms. [redacted] REFUSED the package at 2:49 pm in after an attempted delivery. August 19th: The package was sent back after being refused by Ms. [redacted]...
According to our online terms and conditions regarding refused packages ( www.diamondvirginhair.com): NO REFUNDS WILL BE ISSUED FOR REFUSED OR ABANDONED SHIPMENTS.If a shipment is returned to us due to a bad address you will be responsible for additional shipping charges. August 24th: Ms. [redacted] contacted us via phone regarding the package. August 24th: We informed Ms. Golanksi that the package was sent back because she refused it....She denied the refusal. August 24th: Although it was Ms. [redacted]s responsibility to repay the shipping fee, we waived the fee. August 25th: The package is sent to her daughters address as requested. (Tracking number via usps.com: [redacted]August 26th: We received Ms. [redacted]s refused package. August 27th: Today, Thursday, August 27th, Ms. [redacted] will receive her package. In future cases, with our company or any other, we suggest that the customer avoids refusing packages- this will eliminate problems and confusion such as this. If the customer has further questions, she can email us at [email protected] or by calling us at 1-877-574-7747.
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
As we have stated several times in email, and also here on the Revdex.com- We do not refund cards that were not used at the original time the transaction was made. If you would like the $20 credit that is owed- it must be refunded by the card that was used during the original time of...
payment. You can also find our terms and conditions regarding returns & exchanges via our website or below. Unfortunately we cannot refund a product that has been used and chemically altered. REPLACEMENTSWe take great pride in our product and it is 100% guaranteed. Since natural hair is reactive to a simple wash and deep conditioning product issues or concerns can often easily be remedied by implementing a simple care regimen. However, if you feel you’ve received a product that is truly defective and unusual we want to hear from you! If you have received any product that is defective you must contact us within 3 – 5 business days of receipt of the merchandise. Although no refunds are permitted we will address the quality issue at once. A customer service Representative will provide the customer with mailing instructions for the return of ALL of the product in question. Customers will be responsible for paying costs associated with returning the item to the Diamond Virgin Hair Co. Distribution Center. If Diamond Virgin Hair Co. verifies and agrees that the product is defective in any way, Diamond Virgin Hair Co. will then exchange or replace the item.If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. Diamond Virgin Hair Co. will cover the cost of shipping the exchanged/new item back to the customer. If Diamond Virgin Hair Co. does not validate the product defect issue, we will return the item in question to the customer at our expense without an exchange of product. However we will not accept any product that has been altered in any way.EXCHANGESDiamond Virgin Hair Co., at its sole discretion, may exchange products under the following conditions:Requests must be made within 5 business days of receipt of product(s). Any exchange request after 3 business days will not be honored.We will not accept any merchandise which has been used or altered (brushed, combed, picked, cut, or washed) in any way.According to the Federal law you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law. Please return the item in the original and resalable condition as a necessary health precaution.Product must be exchanged for something of equal or greater value. No refunds will be permitted.In order to process an exchange the unwanted product would need to be sent back at your expense. We suggest sending through a carrier that provides tracking information and delivery confirmation since we are not responsible for lost packages. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
Hello Ms. [redacted], We appreciate you for contacting us once more concerning this issue. We very sorry that you feel your request has been ignored. Firstly, we would like to say that all of our bundles are sold in 3.5-4 ounces each. With the longer lengths (26") that you ordered- this is...
normal for the bundles to be smaller as the weight comes in the length of the actual hair (not how long the track is). According to our email- we offered to refund you $10 difference for what is claimed to be missing from the bundle. Unfortunately, we could not agree to refund 1/4 of the $145 because we did not have enough accurate information to determine that 1/4 of the bundle was missing. We are very sorry to hear that we have lost you as a customer. If you have further questions, comments or concerns- please feel free to call or email us at 1-877-574-7747 or by emailing us at [email protected]. Regards, Diamond Virgin Hair