K.R. Mallak's Hair Design

Review: I'm a cancer patient that went to consult & get a wig. After consultation I bought a wig. I got home & was told by family that the wig looked old & used. After looking at it closely I realized I was given the try-on wig and not a new one. No box or bag or receiptwas given to me. I immediately called [redacted] & explained my issues and was told to bring it back in. I bought the wig on january 23rd, 2014 and returned it on the 28th when [redacted] told me she would be in to help. I showed [redacted] the issues (back piece hair was sewn wrong & holes in wig itself) I repeatedly said I just wanted a new wig. [redacted] said it would be a few days I agreed. Over 1 week went by & a message was left that before shecwould order a wig she wanted me to wear the old one after she tries to fix it. I said no way just want a new wig. She wouldn't respond to me again for another 2 weeks . I called a few times & left messages, finally she offered me $40 and to give the wig away or take the one I had that she would fix it. Then she says I signed a paper that says all sales are final. I was so frusterated at this point I said I just want my $157.00 back and just part our ways since she not willing to honor what she said. Then we went back & forth again until we both agreed to a agreement of $120.00 since she already paid her employee comission on the wig. I got a message saved that says she would send me a check for that amount. I waited over 1 week & never got my check. I called her again the week of february 25th & she stated she was't going to honor anything we discussed because I signed a oaper all sales are final. She then said she was going to certify a letter to me & never call her again. Waited 1 week never got anything left her a message I was going to contact the Revdex.com and cancer society & let them know how she treats cancer patients in this already trying time getting a wig. The following week I got a certified box with the old wig and a piece of paper I filled out w/ my name & phone #. And a after the fact stamp of a wig policy of all sales are final that looks like it was applied after it was signed because it doesn't match the copy.Desired Settlement: I want my full refund and her to be put in the system for terrible custer service and her unwillingness to help. As a person who goes thru an experience as loosing your hair, you depend upon professionals to help you get thru what they advertise and keep their word. I want her to feel what she put me through. This whole experience made me never want a wig again... She should not be able to sell wigs. I actually think she shoul pay me double since she put me through this and waited over 1 month to even respond.

Business

Response:

I am responding to the customer complaint regarding the purchase of a wig

on January 23, 2014. The following information is being submitted to

clarify ~ details of this transaction:

1. On January 23rd

, the customer was advised v~bally that wig sales were

FINAL. ( It is necessary to finalize wig transactions because of sanitary

practices.) The customer indicated she understood the policy and signed

the customary "All Sales are Final" form.

2. There is no way that the form can be modified, as the customer appears

to have alluded to.

3. On approximately January 24th, the customer made contact and expressed

her dissatisfaction with the purchase. To resolve the issue,

corrective efforts were contemplated.

4. The customer made an inaccurate account of the wig's condition.

Specifically, (a) the wig was not old and used,- (b) the wig was not

sewn wrong; and (c) no holes were in the wig. The proprietor does not

sell used wigs!

S. The customer, at first, was concerned about the wig size. The

options suggested were (1) adjust the wig; or (2) provide her with a new

wig. The customer at that time did Dot mention a monetary refund.

6. The adjustment was made. Therefore, customer contact, via telephone,

was made indicating that the wig adjustment was completed and ready

for pickup. The customer did not respond to the message.

7. Approximately two weeks later around February 14th, the customer called

and stated she was not interested in picking up the wig and requested a

full refund of $157.00. The customer was advised that possibly a partial

refund could be considered.

8. During the telephone conversation, the customer became aggressive and

verbally abusive, and made the accusation that support was not evident

to her.

9. Shortly thereafter, another telephone conversation was held. At this

time, a male voice (the customer's husband) was heard in the background

apparently demanding that this matter be settled and he was coming

to collect a monetary refund. He appeared to be aggressive and was

verbally abusive. Because of his apparent threat, safety for staff and

clients was a concern. The . local police district was called and informed

of the safety situation.

10. On February 21 st, the customer's husband called the salon and inquired

about a ''refund check," which was not previously agreed upon. At this

time, he was calm and explained that he was frustrated because "his

wife bought the wig without his knowledge."

11. On February 24th, a U.S. Mail certified letter and purchased wig were

mailed to the customer. A short letter was enclosed conveying

disappointment in not resolving the matter and the decision to adhere

to the AU Sales are Final policy.

12. Since the first attempt to deliver the package on February 27th was

unsuccessful, re-delivery date was March Stb. The returned receipt

confirmed that the customer received the package. The matter seemed

to be resolved, until a Revdex.com complaint notification was received.

This matter has been very frustrating, overwhelming and stressful.

My goal is to continue to serve clients successfully and ethically, as I have

done for thirty (30) years. Cancer patients are a major and an important

concern. Consultations are done with the utmost care and attention to

individual needs and sensitivities.

Revdex.com's goal is manifested in resolving issues in a mutually satisfactory

manner. Attempts to resolve this matter were provided. It is felt that due to

the customer's apparent poor decision making, [redacted]. [redacted]'s Family

Hair Design should not be obligated to provide her with any financial

refund.

Supportive documents can be provided upon request.

Sincerely,