Hair Direct, Inc.

I too have been a long time customer of Hair Direct. Until just recently, that is. For many years, I was completely satisfied with the quality of hair systems purchased from HairDirect. One of their biggest fans, in fact. About a year ago, I noticed a sharp decline in the quality of hair. For every 2 systems received, would be of such poor quality it was unwearable. As time went on, the hair quality got worse. I recently received 4 hair systems from HairDirect- 2 were remakes from systems that were unwearable, and 2 were part of my usual standing order. 1 system was absolutely terrible, and I returned. 1 system is barely acceptable- I will save it for a rainy day in case of emergency. The other 2 systems are acceptable, though the quality compared to those received in years past is clearly inferior.

Now I do want to be clear about 2 things- in my experience the customer service has been great. Very responsive and genuinely helpful. Even more to HairDirect's credit, they have been perfectly willing to work with me in terms of making things right. They have stood by their 30- day guarantee, and even gone beyond the 30 day window for me. This is a big deal and proof they are an honest business with good intentions. HairDirect has always been ready and willing to replace hair systems I find unsatisfactory. Here's the thing- It solves one problem yet creates another. It takes 10 weeks to replace a hair system- 10 LONG weeks. For this reason, they recommend having a spare system, which would be good advice IF returns and remakes were only rare occurrences. But it becomes problematic when it becomes the norm. And that has been my experience precisely over that past year.

HairDirect, in my experience, is an honest company with good intentions. They stand behind their product guarantee. Unfortunately, they sell a poor quality product.

I've been a happy customer of hair direct for yearsI have to say they are just great and offer excellent customer serviceThey also have one of the best return policies of any of the other hair companies

*** *** purchased her first hair system through Hair Direct on November 25th, and this was sent to her on February 26th, Due to the size of the hair system and the length of hair requested, we typically allow 10-weeks in production because the systems are handmadeWhen *** ***
received the order, there were changes that needed to be made so we offered to remake the hair system based off of our unconditional guarantee which I have included a link to below:http://www.hairdirect.com/About/guarantee.aspxThe order was placed for a remake on April 11th, which was outside of the day guarantee but an exception was made for her because of her being a new client with usThis remake was shipped out to the customer on June 30th, *** *** contacted us and spoke to Nicole Mumma who informed her that we would remake this again because we want her to be completely happy with the orderShe indicated that she could not send it back to us because she needed something to wearOur policy is to have the product sent back to us in order to have it remade but because she could not do this, we made another exception and offered to allow her to keep the one she was wearing and we would make a brand new order for her and give her a 50% discount off the base cost. After listening to the phone calls and reviewing the email correspondence, there were no times where we offered the new order for $The customer indicated that she would like to pay $for the new system but we informed her she would need to pay half cost.If *** *** does not want to accept the system at a discounted price, we would be more than happy to process another remake based on our guaranteeHowever, we do require that the product be sent back to us in order to do thisIt needs to be sent to the factory so that they can see what was done incorrectlyWe only offered the discounted price because the customer indicated that she needed something to wear and could not send it backIf *** *** would like to take advantage of either of these options, please have her contact our office to have the order placedIf we do not hear from *** within the next days, any future orders that she places will be charged at the full price

Good afternoon,
I have reviewed the Revdex.com complaint that was received by the consumer and have responded to him via email with the below response to his requestWe will be refunding him for his entire purchase and I am allowing him to keep the product due to the
negative experience that he has had with our company*** ***,
I wanted to let you know that I have been brought up to speed on the unfortunate situation that you had in regards to receiving a stock system that you ordered on March 31, I can not apologize enough for the inconvenience and lack of follow through that you experienced in trying to obtain this productPlease believe me when I say that I whole heartedly agree that this is not acceptable and should not have happenedAfter reviewing the details of what occurred, it is apparent that there is a lack of process in place to make sure that these types of orders are processed and taken care of in a timely manner Due to the undue stress that you had to undergo, I have asked my Accounting Department to refund you the entire amount of $Please keep the product that you received as a token of appreciation for your business and as an apology for what you have had to deal withWe hope that you continue to be a customer of Hair Direct and you have my word that I will follow up and make sure that the gaps in process are addressedBest Regards,
*** ***
Customer Service Manager
P ###-###-####
E ***
HAIRDIRECT
Hair replacement systems & accessories delivered worldwide

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me My sentiments have been relayed to *** at Hair Direct, and feel that while the overall toll this took on my was way above and beyond a refund, and free product, I do feel that HD has done about all it can to realistically rectify the situation I will go on to reiterate that appropriate staff changes need to be madeJosh's e-mail was genuine, and respectful by just about anyone's standards His reply, and refund ( and product) were accepted as closure to this "ordeal" I've since gone on to wish him, and HD the best, and requested that they do everything in their power to see to it that this never happens to another HD customer in the future
Regards,
*** ***

The unit that was sent in to our company does not match the specifications of his most recent orderThe hair system that was sent in had 65% grey hair and those specifications have not been used since the order that was sent out to him in July of We could have repaired this unit that was sent in (for $110) by adding grey hair to meet current specifications but we can no longer do this since the back was cut*** *** has the choice to not pay the remaining balance on his latest order however failure to pay would result in this being sent to our collections agency

I would recommend that no one buy hair replacement products from this company I tried their monthly program for about a year, and can say the consistency of the units varied enormously from order to order, and I felt their quality was very poor Their customer service is horrible, and they don't take their customers needs or issues into consideration They claim to have a easy return policy, but, it is actually a day policy If you try to get credit for a unit outside of 30-days, as I did, you will get nowhere I found a competitors product that is much more to my liking, and with a company that seems to have my interest in mind, not just for trying to sell sub-par products

*** is on our Standing Order Program which allows clients to make monthly payments on orders starting on the date the order is madeThe specific plan that *** is on requires three monthly payments until the order is paid in fullAn order normally takes 8-weeks in production but due to
the complexity of the product, there can be delays during productionUnfortunately, there was a delay in production on this particular orderDue to the inconvenience, we have refunded one of ***'s paymentsThe order total was $which we have reduced to a total amount of $Once we do receive her order back from the factory, we will also be shipping it out *** Overnight for no additional charge

The order that [redacted] is referring to is not his most recent order. The unit he is referring to is one that he received previously. Unfortunately, we are unable to identify which previous one he sent in because the serial number, which is used to identify the order, was cut off of the unit. it...

is blatantly obvious that the unit was cut with scissors through the [redacted] perimeter and nylon mono-filament and not torn as [redacted] states. He also stated that we sent it to him with with this cut out serial number. When viewed by our staff here, you can see that someone purposely cut it in a triangle to remove the serial number in order to have it remanufactured to his updated specifications.   Although we can not tell which one was sent in, it is indeed an older one because the order specifications were from an older order and not his most recent one. We have been trying to return the unit to him (he refused delivery and had it returned to us twice) after he was told it was not his newest unit. We have the unit here in the warehouse on the shelves.. Had he not cut the base we could have sent it to the factory to have grey hair added (5% more grey) to match the new specs. As it is now it cannot be repaired.   We have a 30 day unconditional guarantee where we will repair, remake, or refund an order regardless of it was due to an error on our part or even if the customer changes their mind and wants something different. Any order shipped over 30 days ago does not fall into the guarantee and would require payment. [redacted] is in possession of the unit that we shipped to him in January and therefore payment is still required on that particular order.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Do you personally check each order that goes out of your factory so that it meets the customers specs. I know for a fact that you do not.  Mistakes are made, so how can you accuse me of doing this.  Its pretty sad that a long time customer now has to worry about his credit score because of you threatening to send this to a collection agency. So what rights do I have in this matter. I told you that the unit you sent was damaged, never had a problem before but first time I do you treat me like st. I guess I should of read all the reviews before I started doing business with you. To the Revdex.com, What rights do I have in trying to get a peaceful resolution. The product they sent was damaged and I was willing to stay as a customer with them. The unit was sent back within the 30 days warranty without being fixed. Do I have any legal rights on this matter. Thanks
Regards,
[redacted]

Long time customer who has hung on with this company way too long. I am starting with a negative review but plan on filing a complaint. Like the review posted on 9/26/2016, I completely agree, the consistency and quality varies enormously from order to order. I was considering going on a month to month program because of the extended wait times but I seriously doubt they could honor that. This used to be great company. I remember receiving orders in 5 weeks after being told normal delivery was 8 weeks. I will provide details in a complaint but just want to warn anyone that may be considering this company. I can't begin to explain the stress that has become part of my life because of their poor service and inconsistent quality. I have received units that were absolutely perfect only to have the next one arrive with half the hair.. Even if you specify no changes from the last order, you are not getting the same.,,ie...the % of gray you asked for and received in the last order most likely will be missing on the next. The density and wave will not be the same. Because of their mistake of sending me a unit that was too small and unable to be used, I was forced to immediately order another plus requested an ultra rush to ensure I would not be in an awkward situation for a Christmas vacation. They give no guarantee that you will receive it but say if you don't you will no be charged the additional rush fee. I didn't care about the money. I was put in a terrible situation because of their poor service. So now instead of just an awkward Christmas, I now have an awkward New Year to look forward to. They had plenty of time to get this to me if they had of went back at their factory and told them to do whatever they needed to do to satisfy a long-time customer and make up for a mistake they made. Anyone who is reading this understands the sensitive nature and the stress it can hold in your life. HD no longer understands or cares about that. After sending them an email about how I felt, the response I got from a team lead was a link about delivery policies. So instead of getting on the phone with their factory and telling them they were hurting a long-time customer, I get a link about policy. I will say that anyone who I have spoke with over the years at that company was always very nice. I think they are overwhelmed by their huge customer base and a factory in China that can't keep up. I am looking at other companies so I never have to deal with them again. But given all the years and thousands of dollars spent, they could have helped me when I needed it most.

Review: HD Direct goes on to have major issues with dishonoring shipping promises. Literally ever order that's been put in has been delay by at least 4wks. As a fed-up consumer I finally decided to go a different route with a different company. After receiving several e-mail solicitations from HD claiming they have affordable "stock' systems now that resolve extended wait times (per their website), I decided to try them again. The rep said in writing that it would take no more than 3wks...at the very most. I went on to express how important this was, and again, she confirmed it wouldn't be a problem.

After 4wks of waiting, I sent my rep an e-mail on Friday 4/25 expressing concern that I didn't have my system, and again, how important it was for me to have it by Tuesday 4/29 the following week, as I have a formal engagement (job interview) that requires me to look my best. She said I should've had it by now, and that she would overnight it Monday (4/28), so I would have it Tues.

Again, when the system wasn't delivered by the afternoon, it became apparent that it wouldn't be deliver that day. After 3 unanswered e-mails to HD, I finally got a tracking number from the rep showing that the system wouldn't be arriving until 10:30a Wed 4/30. This is one of several e-mails that failed to deliver on a promise of a specified due date, the latest of which I never got a so much as an explanation for. The issues that this blatant lack of honesty, respect, and false advertising has caused, has yet to be fully accounted for.

I've asked that the owners [redacted] Sr and Jr be contacted directly to address and resolve this situation in a manner that reflects the gross incompetence, lack of professionalism, false advertising, and emotional distress caused due to HD literally keeping me from going with another company that had the capabilities to get me a system in an appropriate amount of time. They claim that timely shipping issues aren't a problem any more with a tracking system, there are dozen's of documented accounts of reps blatantly lying about when systems would be delivered (if they answered the e-mails at all), and the inaccessible owners have yet to come out of the wood work (other than to talk about how non of these issues are a problem). This goes way above and beyond being unhappy with a product, and simply getting your money back.Desired Settlement: I still have yet to receive my system, so I want a full refund, and compensated for the emotional distress of not having the product, as promised in writing, for an exceptionally important date. I also want the appropriate employees dismissed, along with a full and conspicuous policy change representing their long-term shipping issues concerning their stock, as well as, custom systems.

All e-mails have been saved and are available for reference by prior, current, and potential HD customers, and HD competitors until this is sufficiently resolved.

Business

Response:

Good afternoon,

Review: Billing, customer service, and product issues.Hair Direct is perhaps the worst business I have ever dealt with in my entire life. They have lied to me about my billing and tried to over charge (consequently they refunded me $280.00) and I had to talk to 11 people to resolve the issue. When I closed my account with them they sent a horrendous hair unit that I couldn't even use and it has taken them over two months to resolve it. I am still trying to get a refund for a product they sent me and because it had taken them over a month to replace the system, they are now saying that too much time has passed and the issue is resolved. This is an insidious company and [redacted] has been giving me grief ever since 2011. I've always had to request another associate so I wouldn't have to deal with her abrupt and apathetic attitude.Desired Settlement: I simply want a refund on a unit they had sent me that I could not use due to it's horrendous condition.

Business

Response:

We refunded the client [redacted] the amount of $417 on May 16th for an original unit we remade which he was unhappy with.

Review: I have been charged monthly for 3 months (maybe more)expecting to receive a hair product that I haven't received. I am continually told, "it 's on the way". My past bank statements Are being sent to see how long this fraud has been going on.

Nice way to take advantage of people in need.Desired Settlement: To see an actual hair piece with hopes of doing business in the future .

Business

Response:

[redacted] is on our Standing Order Program which allows clients to make monthly payments on orders starting on the date the order is made. The specific plan that [redacted] is on requires three monthly payments until the order is paid in full. An order normally takes 8-10 weeks in production but due to the complexity of the product, there can be delays during production. Unfortunately, there was a delay in production on this particular order. Due to the inconvenience, we have refunded one of [redacted]'s payments. The order total was $664.95 which we have reduced to a total amount of $498.71. Once we do receive her order back from the factory, we will also be shipping it out [redacted] Overnight for no additional charge.