HairWigHarlem.com

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Dear *** *** ***,
We are in receipt of your letter dated October **, concerning *** *** ***Please note that upon receipt of your letter, we attempted to contact *** *** on November **, by phone to resolve the complaintUnfortunately, we were unable to reach *** *** by phone therefore we left a voicemail messageWe advised that, as a measure of good faith, we will offer her a 25% off discount and to cover the cost for shipping for her future order via *** *** serviceAdditionally, we apologies that we are were unable to cover the cost for the item as well as to cover the cost for overnight shipping
Upon review of our system, our records indicate that *** *** *** *** placed an order with our internet-based ordering system on our website *** on October **, at 11:13pm for the Outré Synthetic Lace Front Wig - Zenn (High Tex) in color DR
Upon review of the account, our records indicate that on October **, our fraud filtering system cancelled *** ***’s order due to alert from our Authorize.net Address Verification Service (AVS)The Address Verification Service (AVS) is a system designed by bankcard processors to aid in the detection of suspicious credit card transaction activityAVS matches billing address information provided by the cardholder with the cardholder’s billing address on file at the credit card issuing bankThe processing network then sends an AVS response code indicating the results of the match to the payment gatewayIt is possible for a card to be authorized at the card issuing bank and then later decline due to a merchant AVS setting as with the case of *** ***’s cancelled orderWhen this happens, the customers could mistake this authorization for a charge/ successful order as the authorization reduces their available limitHowever, a transaction declined for AV S will not settle and the customer will not be charged
On October **, *** *** contacted *** and spoke with one of our customer service representativeDuring that call, *** *** requested an order status for order #***The *** *** *** advised that her order was cancelled due to an address mismatch and that the billing and card information that she provided did not match the information that her credit card company has on fileAdditionally, the *** *** *** apologies that she did not received her email yet regarding her credit cardThe *** *** *** recommended to her to contact her financial institute and confirm that the information she was entering is the same as what the card company has on file for online purchase verification
On that day *** *** called customer service again and requested to speak with the Shipping ***Unfortunately the Shipping *** was not available at that time however; the *** *** was available and spoke with *** ***During that call *** *** requested that her order be Overnighted and the cost to be covered by ***The *** *** advised that her order was cancelled due to an AVS mismatch at no fault to our companyAdditionally, the *** *** as a onetime courtesy offered *** *** free Shipping for a future order and advised to pay through ***
Upon receipt of your claim letter, we attempted to contact *** *** on November **, by phone to resolve the complaintUnfortunately, we were unable to reach *** *** by phone therefore we left a voicemail messageWe advised that, as a measure of good faith, we offered her a 25% off discount for any item excluding clearance items as well as free shipping via *** *** serviceAdditionally, we apologies that we are were unable to cover the cost for the item as well as to cover the cost for overnight shipping
*** *** stated in her complaint that she was unsatisfied with the service she receivedPlease note we train all of our representatives to be very professional and courteous to all of our customersProviding outstanding customer service is our number one priority in our companyWe take complaints of this nature very serious and review all calls to confirm they meet with our Quality Assurance standards
Thank you for bringing this matter to our attentionWe also wish to advise you that we are trying to implement effective fraud filters to better serve our customersWe do apologize for any inconvenience or confusion this may have caused *** *** and greatly appreciate the opportunity to clarify this matterPlease feel free to contact our office if you should have any further questions regarding this account
Sincerely,
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Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: Ordered product from company 10/**, received an email stating order was confirmed & ready to be shipped. I checked my bank account the following day & seen the charge from the company pending. I called the company 10/** inquiring about my package & was told that it was cancelled due to my bank blocking the transaction. I called my bank & was told that the money was refunded & there was no block from their end. I called the company again & this time I was told that my billing address didn't match my card information and my order had been cancelled. My billing address was indeed correct & I was baffled by not being notified that my order was cancelled. The agent said that I should have received an email stating that my order was cancelled but it was an error on their part. I asked if I was able to process an order again & have the company cover the cost of overnight charges to have my package arrive the original date it was due to arrive. I was told that couldn't be done by the agent & ask to speak to a [redacted]. The [redacted] then told me that there could be nothing done but admitted to being at fault. The [redacted] refuse to provide me with the [redacted]s information. Resulting in a very dissatisfied customer.Desired Settlement: My original request was to have the cost of overnight shipment covered. Now, I'm requesting the said item & overnight shipment fully covered by company for my loss of time & stress due to the rude [redacted].

Business

Response:

[redacted]

Dear [redacted],

We are in receipt of your letter dated October **, 2014 concerning [redacted]. Please note that upon receipt of your letter, we attempted to contact [redacted] on November **, 2014 by phone to resolve the complaint. Unfortunately, we were unable to reach [redacted] by phone therefore we left a voicemail message. We advised that, as a measure of good faith, we will offer her a 25% off discount and to cover the cost for shipping for her future order via [redacted] service. Additionally, we apologies that we are were unable to cover the cost for the item as well as to cover the cost for overnight shipping.

Upon review of our system, our records indicate that [redacted] placed an order with our internet-based ordering system on our website [redacted] on October **, 2014 at 11:13pm for the Outré Synthetic Lace Front Wig - Zenn (High Tex) in color DR613.

Upon review of the account, our records indicate that on October **, 2014 our fraud filtering system cancelled [redacted]’s order due to alert from our Authorize.net Address Verification Service (AVS). The Address Verification Service (AVS) is a system designed by bankcard processors to aid in the detection of suspicious credit card transaction activity. AVS matches billing address information provided by the cardholder with the cardholder’s billing address on file at the credit card issuing bank. The processing network then sends an AVS response code indicating the results of the match to the payment gateway. It is possible for a card to be authorized at the card issuing bank and then later decline due to a merchant AVS setting as with the case of [redacted]’s cancelled order. When this happens, the customers could mistake this authorization for a charge/ successful order as the authorization reduces their available limit. However, a transaction declined for AV S will not settle and the customer will not be charged.

On October **, 2014 [redacted] contacted [redacted] and spoke with one of our customer service representative. During that call, [redacted] requested an order status for order #[redacted]. The [redacted] advised that her order was cancelled due to an address mismatch and that the billing and card information that she provided did not match the information that her credit card company has on file. Additionally, the [redacted] apologies that she did not received her email yet regarding her credit card. The [redacted] recommended to her to contact her financial institute and confirm that the information she was entering is the same as what the card company has on file for online purchase verification.

On that day [redacted] called customer service again and requested to speak with the Shipping [redacted]. Unfortunately the Shipping [redacted] was not available at that time however; the [redacted] was available and spoke with [redacted]. During that call [redacted] requested that her order be Overnighted and the cost to be covered by [redacted]. The [redacted] advised that her order was cancelled due to an AVS mismatch at no fault to our company. Additionally, the [redacted] as a onetime courtesy offered [redacted] free Shipping for a future order and advised to pay through [redacted].

Upon receipt of your claim letter, we attempted to contact [redacted] on November **, 2014 by phone to resolve the complaint. Unfortunately, we were unable to reach [redacted] by phone therefore we left a voicemail message. We advised that, as a measure of good faith, we offered her a 25% off discount for any item excluding clearance items as well as free shipping via [redacted] service. Additionally, we apologies that we are were unable to cover the cost for the item as well as to cover the cost for overnight shipping.

[redacted] stated in her complaint that she was unsatisfied with the service she received. Please note we train all of our representatives to be very professional and courteous to all of our customers. Providing outstanding customer service is our number one priority in our company. We take complaints of this nature very serious and review all calls to confirm they meet with our Quality Assurance standards.

Thank you for bringing this matter to our attention. We also wish to advise you that we are trying to implement effective fraud filters to better serve our customers. We do apologize for any inconvenience or confusion this may have caused [redacted] and greatly appreciate the opportunity to clarify this matter. Please feel free to contact our office if you should have any further questions regarding this account.

Sincerely,

Review: I ordered a wig weaving cap that I previously ordered. They sent me something in a different packaging and the product was not the same. I called and explained what happened and the manager said it's the same product, they just changed the packaging. I then said why do you still have the old packaging on your website, I thought I was ordering the product I previously ordered, I wanted a refund, The manager said no refund, and hung up the phone on me. I called him back and said this was false advertising and that I did not want what was sent to me, again no refund.Desired Settlement: That they stop false advertismening a product.

Business

Response:

Dear [redacted]

We are in receipt of your letter dated October *, 2013 concerning customer, [redacted]. Upon receipt of your letter, we investigated her claim and below are the facts and our resolution of the matter, based on the notes in [redacted]’s account. As an initial matter, please note that we refund [redacted] in the total amount of $16.96. Additionally her account with us is closed.

Our records indicate that, [redacted] initially placed her order through our website [redacted] October *, 2013 for 3 Beauty Town - Luxury Weaving Net Cap Black #02268. At that time [redacted] paid the total amount of $16.96 for the merchandise including shipping and processing.

Upon review of [redacted]’s account we see that she contacted our customer service department via email on October *, 2013 regarding her order. Within her email [redacted] stated that she received the wrong merchandise because the package image was different. At that time one of our customer service representatives replied back to [redacted]’s email explaining that the Beauty Town - Luxury Weaving Net Cap Black #[redacted] packaging was updated and no longer has the out-dated image.

[redacted] contacted customer service via telephone and requested to speak with a manger. During the call, the manger advised that the Beauty Town - Luxury Weaving Net Cap Black #[redacted] packaging was updated however, the merchandise and serial numbers are the same. [redacted] requested a refund in the amount of $16.96 and stated that she already returned the 3 Beauty Town - Luxury Weaving Net Cap Black #02268. The manger agreed to refund [redacted] in the total amount of $16.96 upon receiving her return.

Upon receiving your notice of the claim, we refunded [redacted]’s credit card in the amount of $16.96, which constitutes all charges that she incurred from our company. Additionally, we have since updated our website reflecting the new upgraded packaging for the Beauty Town - Luxury Weaving Net Cap Black #02268. Please note, our records indicate that our returns department has yet to receive [redacted]’s return.

[redacted] stated in her complaint that she was dissatisfied with the service she received from our manger she spoke with on October *, 2013. Please note that customer service is a top priority of our company, so all of our representatives including mangers are trained to speak with customers in a respectful and courteous manner. Furthermore, we would like to assure [redacted] that our Quality Assurance department is trained to take the appropriate corrective action necessary when a representative has failed to follow company policies or protocol.

Thank you for bringing this matter to our attention. We do apologize for any inconvenience this may have caused [redacted] and greatly appreciate the opportunity to clarify this matter. We hope that we have resolved this complaint to [redacted]’s and your satisfaction. Please feel free to contact our office if you should have any further questions regarding this account.

Sincerely,

Customer Service Compliance Associate

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], However, I checked my Credit Card and the refund has not posted to my Credit Card yet. Once I receive the refund I will be satisfied.

Sincerely,