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Goldie’s Hair and Wigs

26780 Ynez Ct, Temecula, California, United States, 92591

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I purchased what I was told was 100% human virgin hair for tape in extensions with a 2 year warranty. I received the hair and had them put in and washed them. My hair would matte to the extensions which was not normal, the hair that I bought kept breaking and getting shorter and shorter. I got a second opinion on the hair and was then informed that it was synthetic and whoever sold me the hair lied. I then went into the store I bought the hair at and the woman who sold me the hair was out to lunch and would call me later. I then received a call about 2 hours later and I tried to explain my issues with the hair that I had purchased 3 months prior. I was then told by ***, the owner, that I did not take care of them like I should have and that is was my fault the hair is destroyed. I told her I wanted a full refund and she refused stating that I should have comeback in the first week. I then tried to get a partial refund and she kept screaming at me and speaking over me. I am now out $600 for hair that I was told was 100% human virgin hair and that it was not a warranty it was a guarantee and this place of business is not holding up their side of warranty.

Goldie’s Hair and Wigs Response • Mar 16, 2020

Dear Sirs:

I am in receipt of your letter, dated 03/04/2020, regarding the recent complaint submitted against my business (***'s Hair and Wigs), on 03/03/2020. Please allow this letter to serve as my response and my perspective regarding this issue.

The customer is correct in stating that she purchased a $600.00 worth of hair extensions from my store on or about 9/20/2019. I sold the customer high-quality, human virgin hair extensions with specific instructions for care of her extensions. I heard nothing else from this customer until 2/05/2020, when she came back to my store and complained to me and my staff about the extensions she purchased over 4 months prior. The customer was hostile and made a scene in front of other customers in the shop that day. I wasn't given much of an opportunity to try to discuss a possible solution to her problem in a reasonable manner, as she was accusing me of selling her a synthetic product and demanded a total refund and that I honor a 'guarantee' that simply does not exist.

I would like to address both of those accusations as indicated by the customer:

1. I do not sell synthetic hair and stand by the product is sell, which is high-quality, human virgin hair. I have been in business for several years and I have worked hard to establish credibility in this community and would never risk tarnishing my integrity as a business owner by selling synthetic hair and claiming it to be otherwise. In addition, I have never had a customer accuse me of being dishonest.

2. I have attached a copy of my standard receipt that all of my customers receive, which clearly indicates "No returns or refunds or exchanges for Wigs and Hair. All wigs are final sale." The reason that this is clearly on the receipt is due to the fact that some customers do not take care of their extensions or wigs, as recommend. I purchase the hair I sell in my store from manufacturers. The information for said manufacturing companies are included with the hair that the customers purchase. The 'guarantee' that the customer refers to, is a 'warranty' that is provided by the manufacturer. I tried to explain this issue to the customer - that she would need to contact them directly. The manufacturer is the appropriate entity to lodge her complaint about the product and seek remedy via their 'warranty'.

This customer did not try and contact me in any way, prior to 2/05/2020, which I would like to reiterate, was over 4 months from first purchasing the hair. If she had problems immediately after purchase and contacted me regarding her issues with the hair, perhaps I could have assisted her in reaching a solution to her problem. I f her complaint was more timely, I would have contacted the manufacturer directly for her. However, after 4 months of the product being in the customers care, I cannot determine if it was a problem with the hair or a lack-of-care on the part o the customer.

In any event, I was unable to speak to the customer reasonably because she was very angry and irate towards me when she came back into my store on 2/05/2020. She was calling me names, accusing me of being unethical. This customer has now taken to social media and has begun to defame me, my business and business practices.

I simply cannot justify giving this customer a complete refund of her purchase, as the customer was fully aware of my policy upon purchase and she did not reach out to me in a timely manner regarding any problems she was experiencing with the extensions.

Thank you for the opportunity in allowing me to provide my position regarding this recent complaint you received regarding my business.

Sincerely

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Address: 26780 Ynez Ct, Temecula, California, United States, 92591

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