Irresistible Me

Review: I ordered a set of 22 inch, 200g, royal highlight (Platinum blonde and Ash blonde) on 5/**/15. My order was #[redacted]. Immediately after receiving the package, I was worried about the hair's authenticity as black synthetic hairs were clearly evident throughout the extensions. I took it to my hairdresser for her to examine the extensions and let me know if they were real or synthetic. Upon inspection, she and several others who work there (a very reputable salon-not just out of home) said that the extensions were synthetic, and did the "heat test", where heat is applied to test the authenticity of the hair. It gave off a very strong odor, which is the smell of synthetic hair burning. I contacted Irresistible Me, and emailed them my disappointment with the product on */**/15, and explained that I would like a refund for the extensions, as I had intent to buy 100% human hair that the company offered on their website, but did not actually send. The company worked with me and said that they would accept the hair back and run a test on it in their lab. The company responded very fast at first, which I was pleased with, and said they would stand by their statements, and if it wasn't human hair, they would refund me. I sent the package out, and it was a very long time before I heard from them again. On */**/15, I got an email saying the lab confirmed that the hair was real human hair, with the statement that the smell the extensions gave off when heat was used on them was because of the hair being processed with a "special silicone oil". They offered to either send them back to me, or donate them to the American Cancer Society. Since they ran the test and it said it was real hair, I requested that they return them back to me. I responded on */**/15, letting them know of my decision. I didn't hear back from the company right away, so I sent a follow up email on 9/*/15, and I heard from them on 9/*/15 saying they sent the package, and it had been delivered on that day. Since then, I attempted to wear the extensions one time, and attempted to use heat on them. The smell was awful and I could literally see the synthetic hair (that the company claimed there was none with their test in the lab) singing away. I brought the extensions back to a different hair salon to see what they would say, and once again, the hair stylists confirmed the hair was synthetic, and could even point to the actual singing that had occurred from the synthetic hair burning. I wasn't holding the extensions in extreme heat or doing anything out of the ordinary-it was very clear that this hair was not human and the odor was horrible. The "special silicone oil" was the smell of burning synthetic hair. I am very displeased with the product that I received and it upsets me that the company would go through the process of "testing in it's lab" and send back a faulty product. After my one attempt at making them usable, I have put them away, back in the box that they came from, and decided that further contact with the company themselves is not going to be beneficial. Further action must be taken, and if a complaint with the Revdex.com is what I need to resolve this issue once and for all, then so be it.Desired Settlement: A full refund of the $161.10 that I paid for the extensions on 5/**/15. I am willing to return the extensions to the company, because I have no use for synthetic hair extensions.

Business

Response:

We are very sorry the customer wasn't completely satisfied with her purchase. However, the statement that the hair was synthetic is absolutely not true. We sell 100% human hair and periodically test random sets with an independent laboratory that confirmed just that. The strands of black hair the customer makes reference to are actually normal since we use a multi-layered technique when dyeing the hair. This helps with blending with several colors and makes the extensions look more natural. The explanation behind the smell under heat is that our hair undergoes a few treatments before being ready (fumigation, several coloring stages, protective oils, etc). If the hair is not washed a time or two before being heat styled, the silicone oil it is coated with might generate a certain smell when using heat tools on it. That being said, we agree to offer this customer a full refund - and we went ahead and issued it. The customer may keep the product.

Consumer

Response:

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,

Review: I ordered a set of Royal Remy hair extensions for a total of $ 216 on Nov [redacted]. I was told the processing time would be 3-5 days and shipping would be 2-4 days. Not including holidays or weekends my total processing time is now at 10 days, double the maximum time processing was supposed to take, and my package has still not shipped. I keep getting the same response from customer service every time I email them; "Your order is marked as urgent and will be delivered very soon" which obviously it has not. Had I known it would take this long I would have ordered from somewhere else and now I have missed all the sale prices so I'm stuck waiting for these extensions.Desired Settlement: I want my order shipped.

Consumer

Response:

I have not received a response from the business in reference to complaint ID [redacted], but my package arrived today therefore this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have placed two orders with this company. The first one was delayed, and I was promised by Customer Service this wouldn't happen again in the future. The product was a great product, so I gave it another chance. This time I spent twice the money on hair extensions. I placed my order 10 days ago and have contacted customer service twice. They told me that because of the high number of orders, mine was still being processed and they could not let me know when my product would be shipped. That was two days ago, but it is still in the processing stage. I paid over $200 and have yet to receive my product, nor do I know when and if it will be sent to me.Desired Settlement: I would like my order to be rushed shipped to me ASAP. This is not good business. I do not trust this business and will never use them after this order is complete.

Business

Response:

We apologize for the shopping experience we have given this customer. Both orders were placed during very busy times for us. The factory has also had to overcome unforeseen technical difficulties. We were able to ship this customer's order and it should be delivered in two days. The customer was sent the tracking number.

Consumer

Response:

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,

Review: On March [redacted], I ordered hair extensions from this company. They were not in stock and were being shipped in from China, I believe, and then they arrived to me on 3/**/15. On that same day, I alerted the company that the product I was sent was not indicative of the product description. I was offered an exchange for a better set. I was sent a very gracious e-mail apologizing for same and sent a return label so I didn't have to incur the cost of the return -- they were more than happy to have me return and get a replacement. I sent back the next day. About a week later, I contacted the company and asked if they had received my pacakage (again, packaged with the label that they had sent to me -- which didn't bear a tracking number) and I was told they had not -- (these conversations are all done by e-mail, there is no phone number for you to call). A very nice person named "[redacted]" told me not to worry and that she would be more than happy to send out a replacement anyway. March [redacted] was the last time I spoke to her, by e-mail. Following that day, I have sent 5 e-mails since then - I have also tried to contact them through their webiste "CHAT" feature and have heard nothing. They have my money and I would like to know what the story is. This is very unfair that there has been no response from them after so long.Desired Settlement: I WOULD LIKE MY ORDER SENT TO ME - AND IF THAT ISN'T GOING TO HAPPEN, I WOULD LIKE A REFUND ASAP. THE AMOUNT IS $223.20

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], I received an e-mail from the company the day after I made the complaint, of course. The product was received in the mail today. Not too much to my satisfactory, but I did receive. I am ready to close the complaint.

Sincerely,

Review: I attempted to place an online order on Feb.*, 2016 for one unit hair extensions. The site kept kicking out my payment information, so I tried several times and kept getting errors. I got no email confirmation for a successful order, but my credit card was billed 9 times for the same product. The company told me they had no order from me on their records and those transactions being "held" by my bank would go away. They did not but were actually completed transactions to my bank account. There is no phone number for support, even the phone number under the company name appearing under the charges on my bank account, do not put you through to customer service. I have emailed several times with no help from this company whatsoever. I had to file 9 disputes through my bank and also cancel my credit card for security reasons. They did acknowledge site issues that day and if you check their ** page, there are other consumers with the same complaint against this company.Desired Settlement: Take those charges off my account, no product was received or will be received, since they deny they have received my order.

Business

Response:

We are very sorry about the shopping experience we have offered this customer. We received several emails from the customer and we looked for orders coming from her account on our platform. Unfortunately we had some technical problems with our website and because of those, a couple of orders placed on February [redacted] didn't register. Even so, we replied to the all the emails and [redacted] messages the customer sent and assured her that we were investigating and solving the issue.Since there was no order registration, we requested the last 4 digits of the customer’s credit card for further investigations. We have checked again with the provided information in our billing system and we have found the transactions and refunded all charged amount - $2288.25. We can provide the transactions IDs if needed (we did email the customer with IDs as proof of refund)This was an uncommon incident. All the technical issues are fixed now.

Consumer

Response:

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,

Review: I ordered hair extentions for my daughter on 12/**/13. They were advertising a guaranteed delivery before christmas if ordered by 12/**/13.They also advertised this on their Facebook page.I kept sending them emails regarding a ship date and was PROMISED they would be delivered before christmas. I do have the email correspondence between me and them. They were finally delivered today with a delivery date of FRIDAY. To make it worse they are being sent from china. I was never told these were from china. They advertise as an american company out of new york. It is false advertising and I am very mad. I have ordered from many other hair companies and I have NEVER had this problem. They have ruined my daughters christmas and I expect them to pay for it.Desired Settlement: I would like a partial or full refund for the product. They have ruined my daughters christmas.

Business

Response:

We did have a campaign that promised delivery before Christmas for orders placed before December **. This client placed her order December **, we shipped it December [redacted] and it got to her on December [redacted]. Unfortunately we weren't able to ship her order in time for a number of reasons, hence the delay. We apologized for the delay. The client sent emails and Facebook messages containing threats and insults that we addressed with courtesy and professionalism.

We are ready to offer a full refund if the client sends the product back to us, which is free of charge for her as we bear the costs of all exchanges and returns (a solution that we already talked about with the client and that she vehemently refused). This is our standard procedure to obtain a full refund for the product, and this is detailed on our website. We also offered to the client a 20% off refund and she can keep the product (we proposed this solution and the client rejected as well).

When it comes to our location, we are an American company: our office and headquarters are in Manhattan and our warehouse is in New Jersey. Our factory is in China, so some products that are not in stock in our warehouse are shipped straight from there to our customers, in order to serve the client as quickly as possible.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I asked the company for a refund on December **and was told no, they would be to me before Christmas. I needed a refund in order to order from a different company because I did not have money to buy from somewhere else. I have attached numerous emails that I sent to them. Each email shows the promises of on time delivery and it shows the email I sent asking for a refund. My daughters Christmas was ruined because they failed to provide a product that I paid for and was promised on time delivery for. Had it NOT been a Christmas gift then this would not be an issue but they promised over and over that I would get them on time. I want a full refund for all the drama that I (and my daughter) have had to go through and I will not be sending the extensions back.. Their response is nothing but lies and denial. I also asked numerous times to be contacted by a supervisor. I was NEVER contacted by one. Instead I was ignored. They need to be put out of business and I will fight them until they are.

Thank you

Amy Layman

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Amy Layman

Business

Response:

As we mentioned before, we take full responsibility for this client’s order being two days late – a delay that was totally unplanned and unexpected. Given the circumstances, we made a full refund for this order without the client having to send the product back. While this is not standard procedure, we feel we could make a onetime exception and meet the client’s demands.

Consumer

Response:

I will accept a 100% refund, if that is what they are offering. As long as the refund is received within 1 week.

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,

Review: I made an order for hair extensions from Irresistible Me on 1/**/2016 and received them on Saturday 1/[redacted]/2016. Upon receiving them and checking the sample hair that they provide, I decided that I was not at all pleased with the quality of the hair and would return it. The seal was not opened and the hair was not used. I printed out the return shipping label and shipped the hair extensions back to them on 1/**/2016. The package was delivered and I have sent two emails asking about the status of my return, only to be told that I need to wait. At this point, it has been a month with no update to my return or refund and I find this to be unacceptable.Desired Settlement: I would like a full refund for the amount that I paid of $136.70 immediately.

Business

Response:

The customer used our free return label that contained a tracking number. According to this tracking, the order was delivered to us onFebruary **, 2016:[redacted] We have informed the customer on Feb ** via email that the order needs to be processed. We need to make sure that the return is refundable - in its original box, clearly untouched, unworn and odor-free (hair which has been used can't be returned). Also, the customer was informed that this process can take up to a month.We have issued a full refund and informed the customer by e-mail.

Consumer

Response:

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,

Review: I had placed an order back October ** with the company. A couple of days later the 121.00$ was taken out of my account. As of right now I have yet to receive my package because it hasn't even been shipped out. They are saying it is still processing. In that case the website needs to say that. On their webpage it assures delivery within approx. 8-10 days and here it is two weeks later and it hasn't even been shipped and I needed these for next weeks family pictures. If they weren't going to ship in a timely manner then they shouldn't have taken the money out of my account so soon.Desired Settlement: to ship my order asap so I can learn how to place them in order to take my pictures coming soon.

Business

Response:

We apologize for the prolonged processing time for this order. We were aware of the delay occurred in this customer's case and and we did everything possible to speed up the processing cycle. This order has been shipped today, and we sent the tracking number to the customer.

Consumer

Response:

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,

After emailing them once more and telling them I complained to Revdex.com and maybe was getting a lawyer my item was shipped out the next morning and received four days later

Review: I placed an order on March *, 2016 for my girlfriend. I have been checking everyday to see if my order has been processed and it still says processing. I read the businesses delivery and shipping terms and it clearly states 3-5 business days for processing. I am now into my 7th day of processing and every time I contact this business I get no response. I ordered my extensions two weeks in advance for a wedding that she is in. I went with this company after watching several videos on the quality and satisfaction of other customers with this product. Now I wished I would have went somewhere else.Desired Settlement: I would like my extensions to be processed and shipped out by today and my order shipping to be expedited due to false information provided on the website.

Consumer

Response:

Just received a shipping conformation for my order about one hour after filing this complaint.

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,

Review: March [redacted] - I ordered a product form their website, which stated that it would take 3-5 days to process. March [redacted] - I checked the status and it was still processing. I emailed them and they told me that due to the high amount of orders, my order would be delayed. March [redacted] - I emailed to ask about why it was still processing, they told me that my order was out of stock and it would have to be shipped to be directly from China, and since it was the Chinese New Year it would further be delayed. March [redacted] - Finally shipped. March ** - Finally received. Quality was absolutely not what it was supposed to be. I emailed them to explain what I had received (A completely mangled box. Extensions that were so thin at the ends that it took away at least 4+ inches, and a whole bunch of black synthetic hairs mixed into the bleach blonde hair.). I took photos to show that a fistful of hair fell out after the first brush through, and the photos also clearly show all the black fake hair as well. I emailed them over and over for the next few days (April *, *, [redacted]) with no response. April ** - finally got a response and they told me that my emails must have been going into spam (meanwhile they never did when I was emailing them about my order), and also told me that I must have been sent "a faulty set of hair and the factory was careless". They said they would send me a return label so I could send them back for an exchange or refund. April ** - I emailed to ask where the return label was, they responded on April ** to say they would have the label to me by the end of the day. April ** - I emailed again to ask where the return label was, and they responded to say that the [redacted] website was not co-operating with them so I would have to pay for return shipping and to email them my receipt so they would refund me the shipping charges when they gave me my original refund. April ** - they emailed me to say that they have issued the refund and it will appear in my account in a few days. May * - I checked my account to see that they did not refund me the full amount that I paid for my order and did not include the shipping charges I paid either (I was charged $198.67 on Mar ** for my order and paid $19.63 for return shipping, but I was only refunded $176.07). I emailed them right away with no response. May * - I emailed them again to send photos of my account showing the amount I was charged and the amount I was credited back. They responded to say that they will send my shipping refund of $19.63 through [redacted], and that the amount of my refund I received was because they "reverse the transaction" and that they gave me a refund based on my purchase amount showing on their site of $151.20 (meanwhile $198.67 came out of my account for my purchase), they also said that the refund would reflect the exchange rate since it changes daily. I explained that the fluctuating exchange rates should not matter, and I should get back exactly what I paid like I was PROMISED.

I am extremely disappointed in all the emails I have received from them giving me the run around. I have had a horrible experience with them from the beginning and the only thing I want is the FULL amount I paid in TOTAL. I want to be done with the emails back and forth. I have asked numerous times for a phone number to call so I can speak with someone but have not been given one. The only thing I can do with each email I send is hope that they will respond. Absolutely ridiculous to have to hear all the excuses from them!Desired Settlement: FULL total refund of $218.30.

Business

Response:

We have done our best to address all the issues related to the customer's order. We’re constantly trying to improve the products and the customer service experience but sometimes circumstances and outside factors that we can’t control 100% will create a situation where an order is shipped with a delay or not up our usual standards of quality. We took responsibility for the big delay and the faulty quality of the order – we do work with people and the hair extensions are handmade so mistakes occur sometimes despite our best efforts. We apologized to the customer for receiving a faulty product, and, in accordance to our policy in such cases, we made a full refund. The customer paid 198.67 CAD, which translated into 151.2 USD received by us. When we made the refund, we reversed the payment fully and paid 151.2 USD, which translated into 176.07 CAD received by the customer. We cannot be held accountable for the international exchange rate risk. The payback system does not allow us to refund a higher amount than the one we received from the customer's credit card account. We then proceeded in refunding the customer for the shipping cost via [redacted]. We are sorry the customer was disappointed with our services, and we will show a gesture of goodwill by paying the difference of 22.6 CAD (the international exchange rate risk) to the customer's [redacted] account.

Consumer

Response:

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.I have read the response from the company. I am happy that they are finally going to give me the remaining amount. I have asked them for it numerous times, it's unfortunate that I had to contact the Revdex.com to get it.I will let you know once I have received it. Thanks.

Sincerely,

Review: I placed an order with Irresistible.com on October *, 2015. Website states that you will receive your order within 8-10 days....Shipping/processing was supposed to take no more than 8-10 business days INCLUDING the processing time. It now has been 17 days since I placed my order....I've emailed customer service several times and they keep giving me the same old "due to high order volume, there is a delay in processing...i'm sure your order will go out this week" line.......and still nothing! Today I've tried numerous times to get on their website and instead I am directed to this page with an ERROR message...I just want to have the extensions shipped ASAP! !!Desired Settlement: DELIVERY of my order ASAP

Business

Response:

We take full responsibility for the delay in this customer’s case. The customer placed the order around a very busy time for us, and we posted a message on our website stating that orders may take up to 10 business days for processing (as opposed to our standard time of up to 5 buisness days). The delay was a bit longer than that in this case, and we apologize. We have shipped the customer’s order today and sent her an e-mail message with the tracking number.

Review: I placed an order on Thanksgiving and to this date have not received it. I also paid additional money to have it shipped in 2-4days. I sent 3 emails now, and on my second response I was told it would take an additional 5 days ( which would mean delivery would take 21 days not the advertised maximum of 10) I'm more irritated that in the same email I was told my response was needed in order to continue my order. I believe my full payment at the time of order, meant I wanted them to fulfill that order.Desired Settlement: Correct their advertised shipping/processing procedures that are advertised

Business

Response:

We are very sorry about the delay occurred in this customer’s case. We were able to ship the order earlier today, and we sent tracking information to the customer. We normally ship orders within the advertised timeframe, but unfortunately some delays are beyond our control. Even though they constitute 1% of the total orders we ship, we take full responsibility for any delay and we do everything possible to ensure each customer does receive the item they purchased. In order to prevent such occurrences, we have added information on our website with regards to which items were guaranteed to be delivered within a short period of time, and which were going to take a little longer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They still managed to send me the wrong product and I'm slightly insulted that it was sent from the wholesaler in China with the invoice stating they paid $15 for the hair. All of this could've been avoided if proper customer service was intact. A simple email stating there would be a delay would've been sufficient. I have the wrong hair, the wrong invoice, clip in extensions with the clips broken off and I'm out of money. This is ridiculous!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The hair has been sent to the customer directly from our factory in China, in order to minimize shipping time. All non-stock orders are shipped from our factory in China with [redacted], the ones that we have in stock are sent from our warehouse in New York with [redacted]. We are very sorry that, because of a mix-up, the customer was sent the wrong color of hair. We have been in contact with the customer via e-mail since then, and we have shipped (and delivered) the correct item

Consumer

Response:

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,