MaxWigs & Hairpieces

I am rejecting this response because: I sent you one of the email conversations I had with maxxwigs and I have more if neededAs I stated in my original complaint we were not happy with the quality of the merchandise and while trying to get prepaid postage from maxxwigs and were told that a request was in progress we were never told about a restocking fee for any reason and on the contrary we were told to not do anything until we heard back from [redacted] This is thievery at its finest!

[redacted] received the item she ordered as promisedOur return policy is CLEARLY stated on every single product listing under the tab that says return policyIt is also stated CLEARLY on our return and exchanges tab found on our main page [redacted] should have no reason for any confusion as to how to return the wig, what our return address is, how much of a restock fee we charge or any other question regarding returning a wigThese answers and more are found on our site in numerous places [redacted] may be unhappy with the restock fee but this is a standard in the online wig retail industryAll online wig retailers charge a restock fee if no exchange order is placed [redacted] could have simply read the policy, returned the item and placed an exchange order and she would not have incurred a restock feeAs for our call center we are open standard business hoursIf anyone calls after hours they will reach a recordingWe are sorry that [redacted] is unhappy with her purchase and subsequent return but we hav e done nothing wrongWe have refunded already [redacted] return in a timely mannerThere is nothing further that can be addressed in this matterIt appears [redacted] is trying to smear our good name in frustration with receiving a restock fee

Ms*** placed her order with us and unfortunately the manufacturer failed to include the rod wig she ordered in our shipmentWe then contacted Ms*** telling her that we were not able to get the item she ordered and apologized that we were not notified sooner of the manufacturer back order
We refunded Ms***s order

Business states, "The consumer purchased our wig on [redacted]. He was refunded full through [redacted] but was upset about the restocking fee. The complaint should be handled with [redacted]".

I am rejecting this response because: I sent you one of the email conversations I had with maxxwigs and I have...

more if needed. As I stated in my original complaint we were not happy with the quality of the merchandise and while trying to get prepaid postage from maxxwigs and were told that a request was in progress we were never told about a restocking fee for any reason and on the contrary we were told to not do anything until we heard back from [redacted]. This is thievery at its finest!

[redacted] received the item she ordered as promised. Our return policy is CLEARLY stated on every single product listing under the tab that says return policy. It is also stated CLEARLY on our return and exchanges tab found on our main page. [redacted] should have no reason for any confusion as to...

how to return the wig, what our return address is, how much of a restock fee we charge or any other question regarding returning a wig. These answers and more are found on our site in numerous places. [redacted] may be unhappy with the restock fee but this is a standard in the online wig retail industry. All online wig retailers charge a restock fee if no exchange order is placed. [redacted] could have simply read the policy, returned the item and placed an exchange order and she would not have incurred a restock fee. As for our call center we are open standard business hours. If anyone calls after hours they will reach a recording. We are sorry that [redacted] is unhappy with her purchase and subsequent return but we hav e done nothing wrong. We have refunded already [redacted] return in a timely manner. There is nothing further that can be addressed in this matter. It appears [redacted] is trying to smear our good name in frustration with receiving a restock fee.

Review: While placing an order I was treated a bid rudely, when I tried to get a hold of a manager to discuss this issue I was ignored and again treated rudely

Good evening,

I had placed an order for an event I was attending on the 13th so I ordered a wig on the first and ordered standard shipping so that my package could be here on time. On the 10th at around 11:30pm I was told my wig had just shipped out. I was upset because I had been sure to order ahead of time and thought paying a little extra and ordering ahead of time had been a waste so I contacted someone. She said that there had been no order for a [redacted] and to give me her my order number. I responded "well this is ridiculous" and gave her my order number. She later replied "Why is this ridiculous" which caught me off guard we went back and fourth a bit and I eventually said "I don't know what makes you think you have any right to treat a customer like this" and she responded "because I own the company and can run it however I see fit" I was shocked and asked for her name to speak to a manager and was ignored and instead was just sent a link to a tracking shipment link that did not work. So, I called customer service at least once a day to try to get a hold of them and it was not until I said I would be contacting the Revdex.com that I was called right back. I told the manager what went on and was told I overreacted and sarcastically said "well what would you like done about this" he also insinuated that I was rude. He acted as though I was acting ridiculously and like my call was nothing but a joke to him so I eventually just gave up. Lastly, my package came 2 days late... Overall I had a horrible experience and was treated badly and would never recommend them to anyone.Desired Settlement: What I was hoping to seek from this complaint would be a partial refund and the knowledge of better treatment for paying customers.

Business

Response:

Business' Initial Response

We have investigated Ms. [redacted]'s complaint. It appears that she had contacted our customer care department during an off hour and one of our corporate officers kindly replied back to her question as to where her order was. Ms. [redacted] only put the name [redacted] as her name in the order so that when she gave the name [redacted] her order did not come up. Ms. [redacted] became impatient and demanding when we replied that we couldn't find her order under [redacted] and asked for her order number. Ms. [redacted] thought it was "stupid" and "ridiculous" that we couldn't find the order under her name. We explained that it wasn't "ridiculous" but that our system cannot find an order using the wrong name. Ms. [redacted]'s rude and impetuous comments continued and she demanded a refund of her $19.99 item. We did nothing wrong that would constitute a refund and her order was received on time. After a long exchange of not being able to reason with Ms. [redacted] (and enduring her disrespectful name calling) our corporate officer put an end to the call by stating that he could run this company however he sees fit and that this transaction was completed.

The transaction details are:

Order was placed on 07/01/2013 at 06:24:41 PM

while we were closed. We require one full BUSINESS day to process an order before the shipping time frame begins. This means the order processed on July 2. The shipping time frame began on July 3 but due to the holiday everything was closed on the July 4th and 5th. The next business day was July 8. Ms. [redacted] paid for the 5-7 business day shipping method. This would mean that she would receive her order sometime between July 11-15. The tracking number for her order shows that it was delivered on July 12th which is well within the delivery time frame she selected and paid for. We sent her the link to our shipping policies as well as the link to the USPS website to look into the tracking number on her own. We provided Ms. [redacted] with all the information needed to put her mind at ease as to where her order was in route but she continued to contact us and complain instead of waiting for its arrival.

In closing we aren't really sure as to why Ms. [redacted] has filed with the Revdex.com. We had done nothing wrong with regards to this order. We believe that she is trying to find a way to return the wig she purchased and not incur a restock fee. But as noted above we have provided Ms. [redacted] with the item she ordered as promised and on time.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Firstly, I was deeply disappointed when reading the response letter because there were more lies than truth. I can say with certainity I never said anything was stupid and there was absolutely no name calling whatsoever and didn't demand for any if my money back nor did I ever imply I even wanted my money back. What I did say was "this is ridiculious" meaning the situation was ridiculous which I thought I made clear. I received a reply saying "why is this ridiculious?" which I thought was a bit unproffesional so I asked who I was speaking to and was ignored. I still don't uderstand why I never got the name of the person to whom I was speaking to if "they own part of the company and can run it anyway they like" if they felt like they weren't in the wrong why not answer a simple question? Also, I have no idea when I became impatient and demanding in any way all I said was "this is ridiculious" got a response asking for my order number and immediately sent them the order number, I don't see how this is impatient or rude? After the experience I had via email I called Max wigs ces atleast four different times and can say with confidence that I talked to atleast three different representatives who kindly responded and also talked to one representative who was extremely apologetic and agreed that the situation should be reported to a manager. Each representative took notes of what had happened and told me a manager would call me back soon, I never got a call until I told one representative I would be contacting the Revdex.com in which I was called back immediately only to be treated even worse, I was told that was being over dramatic and that I blew things out of proportion. Not only that but almost all of his responses were annoyed and/or sarcastic at one point he sarcastically said "well what do you suggest I do then?" Which I answered "All I want is this person to be acknowledged for the way they treated me so that they don't treat other future customers that way." He then insinuated I was the one being rude and acted as though my call was a joke to him so I eventually gave up. Lastly, I called once to see where the location of my product was because I recieved an email saying it had shipped out at midnight on the 10th and I needed my product by the thirteenth. My other calls were to only to try to speak to a manager about how I was treated through email. Also in my original complaint with the Revdex.com I originally didn't ask for partial pay but instead just wrote "All I'm seeking is acknowledgement about the way Maxwigs treats their customers so future customers are aware of how they're handling things"(or something similiar). Later when I received a call from a representative saying that if I wanted my complaint to be filed or sent to the company I need to be seeking something. So I changed my answer because I wanted Max wigs to be aware that I complained because of the way they handled things so therefore your assumption of me wanting to use the product and not incur a restock fee is wrong. However I do apologize for thinking my package had arrived late I did indeed count July 4th as a business day but as for the rest of the letter I have to say it's completely inacurrate. I hope that Max wigs will treat future customers politely and that nobody has to go through what I did.

Business' Final Response

We are sorry that Ms. [redacted] is not satisfied with the response that we have given. We have correctly outlined the events and have no further information to add at this time.

Review: I made an order online and received an email confirmation. I choose and paid $15.99 to ensure delivery in 5-7 business days. 13 days later I had not received. I called the customer service number and was told that my order has not yet been fulfilled by the manufacturer. They would not refund my money or cancel my order. I needed this item for a special occasion and will now have to pay double to expedite the item from another company. The company should be held accountable for the products they provide for purchase.Desired Settlement: 100% Refund.

Business

Response:

Ms. [redacted] placed her order with us and unfortunately the manufacturer failed to include the rod wig she ordered in our shipment. We then contacted Ms. [redacted] telling her that we were not able to get the item she ordered and apologized that we were not notified sooner of the manufacturer back order. We refunded Ms. [redacted]s order.

Review: I purchased a wig from this company. It was the wrong color and I thought it was a heat resistant synthetic hair. So I called the company after reading the return instructions the next day as I had questions. A live person did not pick up the call. It was a voice recording instructing me to leave my name, number, order number, and reason for call. I did as it instructed. I never received a return call. I have been traveling the last couple of weeks and have just returned home. I again called to ask my question about the return so I could implement the return. I was told by the operator that I could not return the item as it was passed the seven day return period. However... I did call them attempting to get answers to my question. I did not understand if I was the one who needed to pay the return shipping or they. Given that every company I have ever bought from online provides a return label, my confusion seems reasonable. I also wondered if they has a specific return address to send it back to. I wondered that if I did send it back how much money I was going to get returned as they had described multiple restocking fees. Would the original shipping fee be also refunded? If maxwigs[redacted] had actually returned my call in a timely manner, I would have sent back the item within their 7 day return policy.Desired Settlement: I want an exception to the seven day return policy. I want to to send this wig back and get the majority of my $112 refunded to my credit card. I attest that this wig has not been worn or altered in anyway. The wig was simply removed from the box and replaced it back into its box. The hair net was not removed nor the tags. Given that the first operator that I actually spoke with on the phone with was extremely rude and very unhelpful, I do not want to be penalized for the return shipping.

Business

Response:

[redacted] received the item she ordered as promised. Our return policy is CLEARLY stated on every single product listing under the tab that says return policy. It is also stated CLEARLY on our return and exchanges tab found on our main page. [redacted] should have no reason for any confusion as to how to return the wig, what our return address is, how much of a restock fee we charge or any other question regarding returning a wig. These answers and more are found on our site in numerous places. [redacted] may be unhappy with the restock fee but this is a standard in the online wig retail industry. All online wig retailers charge a restock fee if no exchange order is placed. [redacted] could have simply read the policy, returned the item and placed an exchange order and she would not have incurred a restock fee. As for our call center we are open standard business hours. If anyone calls after hours they will reach a recording. We are sorry that [redacted] is unhappy with her purchase and subsequent return but we hav e done nothing wrong. We have refunded already [redacted] return in a timely manner. There is nothing further that can be addressed in this matter. It appears [redacted] is trying to smear our good name in frustration with receiving a restock fee.

Placed an order for a hairpiece on 10/31/2015 and printed the Paypal receipt. No product delivered so end of Nov., called and was told "someone would call me." Heard nothing. Their operator told me their was NO information about me or my order "in their system." Called again today, Dec 18th, same thing. "Just wait, someone will call you, probably tomorrow (Saturday)." Right. Contacted Paypal who traced the order and said they showed it was paid to MaxWigs (Lenci Group) who claims no knowledge of me or account or payment. Paypal insists it's not their responsibility because they paid MaxWigs. On Monday, I'm contacting the state Attorney General's Office and filing a complaint for fraud. This has happened too often.