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Dream Hair Blending

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Dream Hair Blending Reviews (2)

Complaint: ***I am rejecting this response because:
My rebuttal to Dream Hair Blending response:I originally placed this order on August 24, The company stated in an email to me on October 4, that “During quality control inspection at our distribution center, it was discovered that your order did not meet our known standard of high quality We have shipped the order to you, however, we will be sending you a replacement upon receiving our next shipment from our studio.” “You do not have to return this one to us.” “Your satisfaction is important to us, and we hope you accept our apology for any inconvenience” Since this information was being emailed to me I knew ahead of time that the product was going to be replaced on their next shipment and based on the current time frame from the original order I knew it was going to take at least a month or more to get the replacement There was no need to request a refund at that time as I was giving the company the benefit of the doubt that they would honor their word by providing me with a “high quality” product They never “specifically asked the client to advise us within days if there was any problem with the unit she did receive” as by their own admission there was a problem with the unit On January 29, 2016, after giving them plenty of time to replace the unit, I requesting a refund.In regards to their statement “in her communication to us she indicated no problem and thanked us for sending her a new free unit”, at no point during any of my communications with this company did I do this I indicated numerous times that the product was not of “high quality” At no point in any of my communications with them did they mention that “the stitching on the underside of the product (which is not visible when wore) was not our usual high quality standard” They only contended that the product did not meet their “high quality standard” It is only now that they are claiming it was the stitching The company stated “it’s been several months since she received her original order and suddenly she advises us that it’s defective and can’t be used” From the very beginning they stated it was not of “high quality” and that they were going to replace the item After giving them sufficient time to do this I requested a refund on January 29, because the product they had originally sent me was not of “high quality” I again requested a refund on May 9, and again on June 1, so their statement “suddenly she advises us that it’s defective and can’t be used” is inaccurate Their statement “We know that the unit this customer received was not defective as we have a very high quality control process” is also inaccurate as their communication with me on October 4, stated “During quality control inspection at our distribution center, it was discovered that your order did not meet our known standard of high quality” and they were going to replace the unit Their statement “the customer herself did not claim anything being wrong with the product until months later” it true to a point They had already admitted there was a problem with the unit they had sent me so why did I need to notify them of the issue they were already supposable working to rectifyAfter giving them sufficient time to replace the unit (months) it was time to start wondering about this company’s ability to provide a “high quality” product.They stated “there was no complaint about the product originally shipped to the customer” and yet on January 26, 2016, May 9, & June 1, I put in writing my complaints And furthermore, their statement “It’s sad that someone would feel that it was appropriate to seek a refund for a product they received a year ago because they didn’t get a free additional product, and now claim the original product was defective and yet failed to mention it until they wanted a refund months’ later” is offensive This company from the very beginning knew and stated there was a problem with the product they had sent me and were going to replace the item as soon as possible Again, I attempted to give them the benefit of the doubt and time to replace the item only to spend months and months requesting a refund because of the company’s inability to provide a “high quality” replacement The company can attempt to defend its stance on the matter but facts are facts They sent me a product not of “high quality” by their own admission and after almost a year of waiting for them to honor their word of replacing the item it was time to move forward with other actions I only hope that this company can learn from its inability to provide high quality products and that future customers will make a well informed decision as to whether or not to do business with this company based on how they have treated me
Sincerely,*** ***

This customer did purchase a product from us, and we did inform her that even though the product was not defective in any way, could still be used exactly as intended with the same positive results, the stitching on the underside of the product (which is not visible when worn) was not our usual...

 high quality standard.  Because of this we made the decision to ship out to the customer a courtesy new unit upon availability.  We specifically asked the client to advise us within 7 days if there was any problem with the unit she did receive (size, fit, color, etc.).  As per our return policy she could have received a refund at that time.  In her communication to us she indicated no problem and thanked us for sending her a new free unit, and was a bit surprised that we would do that.  
Unfortunately the longer hair length a color the customer wanted is available in very limited quantities in the wholesale market as we use real European virgin hair for our products.  Sourcing that length of hair in that color has been nearly impossible for several months.  However, we have kept the promised free unit on our production roster so that it would be manufactured first as soon as the hair was available.  
We recently explained to the customer that her free unit was still on our production roster, but if she didn't want it then we would send her a conciliatory $100 since we were not able to get her the free unit as of yet.  She refused and demanded a full refund making threats to report our company and file a complaint.   It's been several months since she received her original order and suddenly she advises us that its defective and can't be used.  We advised the customer that if the unit she originally received was defective it needed to be reported to us much earlier, as written on her purchase receipt as well as on our website.  We know that the unit this customer received was not defective as we have a very high quality control process.  If it was we would not have shipped it out to the customer.  And, the customer herself did not claim anything being wrong with the product until months andmonths later.  
We work very hard to make each one of our customers happy and satisfied not only with our products but with our customer service.  Our company has provided our products to thousands of satisfied customers worldwide and we enjoy an outstanding reputation.  Unfortunately (or fortunately), rarely we will see a customer complaint.  These tend to be made by conflict driven customers who make unreasonable demands and file unmerited complaints as a form of bullying to get what they want.  
We were going to provide a free unit to this customer of our own accord even though there was no complaint about the product originally shipped to the customer.   She wasn't expecting it from us, and we were under no obligation to do so.  Nor were we under any obligation to offer this customer the $100 if she didn't want the free unit.  We offered it only because their was a minor quality control matter that did not meet our satisfaction.  It's sad that someone would feel that it was appropriate to seek a refund for a product they received a year ago because they didn't get a free additional product, and now claim the original product was defective and yet failed to mention it until they wanted a refund months and months later.

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Address: Portland, Oregon, United States, 97218

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