Lugo Hair Center Ltd

Review: I ordered some hair extension sometime in November 2014 and transferred the sum of $1675.00 to the account of [redacted] domiciled at [redacted] since the [redacted] Nov 2014. the9order had a lot of delay and I requested for a refund into my account with [redacted]. I have getting empty promises since I requested for my refund despite my almost 7 year business relationship with lugo Centre.I have exchanged series of emails with one [redacted] since I am unable to reach them on the phone.all I want is an immediate refund of my fundsDesired Settlement: As promised, I would appreciate an immediate refund of my money into my account at the fastest possible time as my business has suffered a huge loss as a result of the false information and promises given to me by Lugo Hair Centre.

Review: I purchased 1/2 pounds of hair from Lugo's in Brooklyn and was send less than the amount I paid for. I called and spoke to [redacted] and 2 other representatives that work there and no one wants to take responsibility. I received just a little over 1/4 pound of hair. I told them it was obvious as I purchase the same amount every few months and noticed the difference as soon I opened the package. There other location in Miami is now out of business based on bad business practice. For the last 6 months they have been experiencing hair shortage so I believe this could be the reason they are doing this.Desired Settlement: I would like this company to send me the additional amount of hair that they owe me.

Business

Response:

[redacted] IS CLAIMING THAT WE CHEATED HER OUT OF HAIR. WE HAVE SPOKEN TO HER REPEATEDLY OVER AND OVER. OUR [redacted] ([redacted]) ASKED THAT SHE RETURNS THE HAIR AND WE WILL WEIGHT THE HAIR FOR HER AGAIN. BUT SHE INSISTED THE SHE WENT TO THE STORE AND GOT THE HAIR WEIGHT THERE AND IS NOT THE SAME AMOUNT (OK). SO WE ASKED HER ONCE AGAIN TO RETURN THE HAIR AND WE WILL AGAIN TAKE THE WEIGHT ON THE HAIR. SHE SAID HE HAS ALREADY USED THE HAIR AND IS NOT ABLE TO RETURN THE HAIR BACK. ALL THIS CUSTOMER IS LOOKING FOR SOME KIND OF COMPENSATION. WE AT LUGO'S ALWAYS ADD ADDITIONAL WEIGHT TO THE AMOUNT OF HAIR PURCHASE, SHE CLAIMS SHE HAS BOUGHT THE HAIR BEFORE AND WAS ABLE TO DO A FULL HEAD. SHE IS NOT REALIZING THAT IF OUR PRICES GO UP THE WEIGHT IN THE HAIR IS OF COURSE DIFFERENT, BUT [redacted] JUST WANTED TO ARGUE AND SAID SHE WILL PURSUE A COMPLAINT WITH Revdex.com. WHAT CAN WE SAY, JUST THAT WE ARE NOT GOING TO RETURN ANY REFUND , SINCE THE AMOUNT OF HAIR SHE PURCHASE HAS BEEN CHECKED BY THE CONSULTANT WHEN IS MADE AND CHECK BY THE CUSTOMER SERVICE REP. WHO PACKS THE HAIR. WE HAVE NO REASON TO CHEAT CUSTOMER OUT OF HER SHE IS USING THE EXCUSE THAT WE DID NOT HAVE HAIR AVAILABLE WHEN SHE CALLED SEVERAL TIMES AND IS TRYING TO SAY WE ONLY SEND TO HER WHAT WE HAD. A 1/4 LB OF HAIR IS ONE BUNDLE SHE REC'D TWO BUNDLES WHICH IS A 1/2LB.

SINCERELY,

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:

Of course I expected them to not be totally honest so I will explain step by step exactly what transpired. This company thinks they are slick. Lugo's representatives are well aware that when women such as myself purchased the product from them they have a scheduled hair appointment. It is not the norm to just buy the hair and not have a reason to use it! Therefore, telling the customer to pay to re-mail the hair back is actually unacceptable. I called and spoke to [redacted] on June [redacted] and informed her that I have a hair appointment Saturday of said week. I paid $240 plus an additional $25 for 2 days shipping in order to receive it by Thursday. I received the package on Thursday evening when I got home as my husband was home and signed for the packaged. I called on Friday morning and spoke to [redacted] stating my concern. I told her that I've purchased hair for weaving for many years and when I opened the packaged on Thursday evening I could see that it was not the correct amount. [redacted] said we checked it twice so it must be correct. I told her I understand what she was saying but I disagreed because I didn't think I was sent the correct amount to get my hair done. She replied that although it may not look like it was the right amount it was and that it would definitely do my hair style. I continued to explained that I weighed the hair at home on my food scale and it was showing just a little over a 1/4 lbs. She continued to tell me that I shouldn't worry because it was enough to do my hair. On Saturday morning on my way to my appointment I stopped at a local hair store and walked over to the scale and weighed the hair again and it showed I had the same amount which was just over 1/4 lbs. Now I was annoyed as I thought [redacted] was only patronizing me by saying not to worry it's the right amount of hair. I went to my hair appointment and my hair stylist took the hair and immediately asked if I had more hair. I told her that these 2 small bundles were all I received although I purchased the same amount I did in previous purchases. My stylist said that she would try and work with what I had. While my stylist was styling my hair I called Lugo the second time and asked for [redacted]. I was told that [redacted] was off that day. I then said to the man that answered the phone, "May I speak to the [redacted] as I'm not happy with the amount of hair I received." He asked me to hold on and another male came on the phone and started to say, "Ma'am, we sent you the correct amount of hair. We always send the correct amount of hair so there is nothing we can do for you." He never said who he was, but started to explain that they checked the hair twice so it must be correct. I said sir, "I'm currently at the hair salon and it is not!" He abruptly hung up the phone. I called back a few minutes later and asked if I could leave a message for [redacted]. The first male answered the phone again. I said, "Sir please asked [redacted] to call me on Monday because I took her word that I had the right amount of hair but I'm at the salon now and I don't have enough hair." I continued and said, "Tell her that I'm not happy because I was cheated andI'm going to report this to the Revdex.com." I hung up.

So I spoke to [redacted] once onFriday, and on Saturday I spoke to two men. The first man who answered the phone and a second man who picked up and started to yell at me that I was sent the correct amount of hair. On Monday, I emailed my dispute to the Revdex.com as I believed that Lugo would not resolve the issue with me.

The Lugo hair store is now closed in Miami, Florida because of fraud. I experienced identity theft at that location and reported it to the Miami police department in 2005. My bank eventually refunded the funds to me.

I also want to add that I kept calling for over 3 months and every time I am told we don't have any Wet & Wavy hair (which is what I wanted). I eventually ordered a straight hair texture because for months they've been saying that they have no hair at this time (curly or straight). They kept saying, "call back next week". I was told in many of my previous phone calls that they are still waiting to get new hair delivered and there have been issues with the suppliers getting the hair to them. So go figure!

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

Sincerely,

Review: I placed an order with the company on 2/**/2014. My order was not correctly filled but the product was useable. I used the product but because my order was not correctly filled, almost half of the product had to be wasted - which resulted in a waste of the money I paid for the product. On 3/**/14, I contacted the company to inform them that my order was not correctly filled and they acknowledged this. I indicated that because my order was correctly filled, the company should be willing to compensate me by providing me with a partial refund or a credit toward a future order. I was told that the decision of whether to give me a refund or to provide me with a credit had to be made by a [redacted] and that I should call back to speak to the [redacted]. I was told that the [redacted] is "in and out" of the location so there was no way for the company to tell me when the [redacted] would be available to speak with me and that I should just call back randomly. I asked if the [redacted] could call me when convenient for him and I was told that the [redacted] would not call me. I called back that afternoon and I was told that the [redacted] had left for the day. On 3/**/14, I called to speak with the [redacted] and was told again that he was not available and that he would not return my phone call. The woman I spoke to then told me that the [redacted] has no intention of speaking to me or providing me with a refund/credit and then abruptly hung up the phone.

I was told that my issue was something that has to be handled by a [redacted] and the company has refused to allow me to speak with a [redacted] or to have a [redacted] contact me regarding my issue. This company fails to respond to customer service issues and phone calls and also exhibits inappropriate behavior in dealing with customers.

If the company has a problem with correctly taking orders over the phone, I would recommend that they implement a system where the customer submits an order in writing via email or fax.Desired Settlement: I would like to speak to the [redacted] so that we can discuss my issue and I would also like a credit toward a future purchase.

Business

Response:

ABOVE CUSTOMER STEPHANIE [redacted] PLACED AND ORDER WITH OUR COMPANY ON 2/**/14 AS STATED. SHE CLAIMS SHE REQUESTED FOR HER HAIR TO BE SEWN A SPECIAL WAY (LIL REG.) CUSTOMER SERVICE REP. WHO TOOK HER ORDER REVISED EVERYTHING WITH HER NOT ONCE DID SHE STATED ANY CHANGES. WHEN THE CUSTOMER RECEIVED HER ORDER SHE DID NOT CALL OUR COMPANY TO SAY IT WAS NOT WHAT SHE ORDER AND THAT SHE HAD REQUESTED A SPECIFIC WAY ON HER TRACK HAIR, INSTEAD SHE WENT ON AHEAD AND HAD HER HAIR DRESSER WORK WITH THE HAIR BUT IT ON AND THEN DECIDED THAT SHE WILL COMPLAIN ABOUT TO GET A REFUND OR DISCOUNT. IT IS INDICATED ON OUR RECEIPTS ONCE THE HAIR IS USED THERE IS NO EXCHANGE. SHE DID CALL TWICE AND WAS ADVISE THAT IF SHE HAD RETURN THE HAIR BEFORE USING IT AND IF WE MADE A MISTAKE WE WILL REPLACE THE ORDER, BUT INSTEAD SHE IS WEARING THE HAIR AN INSISTING TO GET A DISCOUNT. THE [redacted] ([redacted]) IS WELL AWARE OF THIS SITUATION AND HAS EMPHASIZE TO US THAT NO DISCOUNT WILL APPLIED TO THIS CUSTOMER SEEING THAT SHE USED THE HAIR. SHE IS BEING VERY DIFFICULT BECAUSE SHE WANTS TO GET REFUNDED. DON'T USE SOMETHING YOU ARE NOT HAPPY WITH AND EXPECT TO GET YOUR MONEY BACK. [redacted] WORKS AT DIFFERENT LOCATIONS [redacted] SINCE TO ALSO HAVE A PROBLEM WITH THAT.

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:

As stated in my original complaint, this company has very poor customer service and still refuses to have a manager contact me. I have been nothing but polite when I speak to the company's customer service representatives; I have not been difficult at all (I have not contacted the company again since the customer service representative hung up in my face). As a customer, I expect to be treated with courtesy and respect; this company's customer service representatives have hung up in my face and given me the run around by asking me to call back repeatedly to speak to the manager and each time have refused to let me speak to him or told me he was unavailable. Completely disrespectful and very poor business practice. If the manager works at different locations he should at least be able to return the phone calls of customers when convenient; this is not an unreasonable request. At no point did I ask for a refund because as I stated in the original complaint, I used the product. However, I do not believe it is at all unreasonable for me to request that the company give me a credit of some sort for not filling my order correctly because the company's mistake led to my having to waste half of the hair I ordered. It is Lugo's fault that my order was not filled correctly and they should accept responsibility for that. At a minimum, they should have the business sense to have a manager call me to discuss the situation. VERY VERY POOR CUSTOMER SERVICE. IT IS NOT APPROPRIATE TO HANG UP IN CUSTOMERS' FACES.

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

Sincerely,

Consumer

Response:

At this time, I have been contacted directly by Lugo Hair Center Ltd regarding complaint ID [redacted]and my complaint has been resolved.

*

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

Sincerely,

Review: I purchased hair worth $2200 from the merchant since July 2014 and paid cash in full. I was initially told to come back to collect the hair after a month but when I called back after a month they said it would take 2 more weeks. I had been calling back almost every two weeks but to no avail. In January 2015 I called their office but the number was not going through. I was not in town and asked a relative of mine to go to the other branch in [redacted] because I was told the [redacted] in the [redacted] office goes there occasionally. My relative met with the [redacted] branch [redacted] and said he was going to contact me and gave a number for me to call. I have been calling this number and apparently seems to be a [redacted] number which he dosent pick. I have not heard back from him since then.Desired Settlement: Cash refunded