Doctored Locks, Inc.

Review: On August 21, 2015 I went to Doctored Locks to inquire about getting extensions for my hair. I told the sales person that I wanted something to make my hair look thicker because it is thin. She decided that clip in extensions would be the best for me. However, due to Washington State Law, I could not try anything on and they had no samples to show me. They were all in cellophane packages with the clips tightly bound so that you couldn't see what they looked like. Assuming that the sales person knew what she was talking about and had been trained, I had no choice but to trust her judgement.

I purchased them for $130.95 plus a special brush she said I needed for a total of $148.81and took them home. I watched several u-tube videos to learn how to apply them. No directions came with them. I proceeded to put them in my hair. Unfortunately, my hair was not thick enough to cover the band of clips. Consequently, no matter what I did, the band of clips showed through.

Today, August 24, I went back to the business and explained my dilemma. The woman who waited on me said she was the manager and that she was very sorry, but she wouldn't have sold them to me. But, due to state law they could not take them back. I told her that I felt they should give my money back because they sold me a product that they should have known would not work for my hair. Then, she offered to sell me some tape on extensions that would work. I'm certainly not trusting their judgement again.Desired Settlement: I want a refund of my money.

Business

Response:

We take our customer service very seriously and appreciate this feedback. Our customer service representatives are trained in a very wide variety of extensions and methods. The customer service representative that Marilyn purchased the extension set from was Dani, and the manager she spoke with was Annamarrie. When Marilyn visited our showroom, Dani showed her a variety of options including top pieces, installation method extensions, closures (which is a smaller top piece) and clip-in style extensions. She explained the pros, cons and cost of each. Marilyn explained that her main concern was thickness and decided to try the clip-in style extensions. Celophane bags are commonly removed to assist in color matching and so customers can feel the hair quality. However, they are not allowed to be removed from the cardboard backing and "tried on." Dani showed her the thickness and the clip style on the top layer (bound in the package one corner is easily lifted away to view). We provide a full sample set, which is available to see and handle away from a backing. It is displayed on the same wall as our entire stock of clip-in sets for about two years and assists in our daily sales. These pieces can be clipped in for reference, but they are not for sale. Due to sanitation concerns, extensions which have been removed from the backing as they are considered "used." Our extensions do not come with instructions. We feel a picture is worth a thousand words but videos are worth even more. Our YouTube channel has over 300 videos discussing various topics - troubleshooting human hair, care and maintenance, installtion of clip-sets and how to cover the wefts. Marilyn also purchased the brush we recommend (5.95) to ensure that she was able to take care of them properly. When Marilyn came back in to return her product, she had completely removed it and discarded the packaging. She brought them back, unkempt in a shoebox. We offered to help troubleshoot her problems - there are several methods to address her concerns and we also offered her a discount so that she could try a different product instead. Marilyn appeared very hostile and unwilling to let us find an acceptable resolution. While we understand, learning how to use a new product can be frustrating, we are always here to help. There is no reason that this product cannot be used in Marilyn's hair and we would love to help her feel more confident.