Doctored Locks

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.

Review: I purchased two packages of what was advertised, but clearly misrepresented as '18 inch 3mm Human Hair-Dark Brown.' The color of the extensions came as a light brown/blonde mix. My hair appointment was scheduled for Friday September 5th. When I took them to my hair dresser to be installed, we had to color them with semi permanent non ammoniated dye to match them to my hair color. It was obvious by their quality after installment, that the hair was not 100% human and much resembled thin synthetic extensions. They were represented as being '100% Human Remy' which in no way are extremely thin like these were. I was not pleased with the quality and therefore asked my hairdresser to have them removed. I am within the 30 day policy of return, but the company will not honor my complaint or refund because they claim to only accept refunds of 'unopened packages.' I fail to understand how, if disappointed with the product itself, you would ever be able to return it since you must open it to determine the quality. In that case, they seem to be able to advertise and misrepresent what they want. It seems like less of a purchase and more of a gamble.Desired Settlement: I would be very grateful if the company would honor me a refund due to the misrepresentation of their product. I will gladly ship back the packaging and the hair.

Business

Response:

Hello Christian,