Mayvenn, Inc.

Initial Business Response /* (1000, 5, 2015/06/25) */
Dear Client,
We appreciate you bringing this to our attentionYour account has been reviewed, you indeed contacted Mayvenn on 5/22/stating you were unhappy with your Mayvenn hairWe took excellent care of you and accommodated
you greatly - a replacement order was sent out to youDue to your unhappiness we ALSO upgraded your original order to our newest collection, Deluxe and WE waive the additional fee of $We knew you would enjoy the newer collection, we're getting great feedback about the new Ultra and Deluxe collection
There are several notes in your account and also every call was eventually transferred to a SupervisorYou contacted Mayvenn again on 6/3/the same supervisor offered you a partial refund, for the replacement order that you are still unhappy withA full refund is not an option for you as the hair is no longer in perfect unused conditionWe offered you a partial refund of 20% from your order totalWe feel this is generous and very fairA second attempt to take care of you and turn this experience around for you
Recently you sent a handwritten letter to Mayvenn requesting a full refund, we received this
letter on 6/22/and contacted you that day by phone
This was our 3rd attempt to make this right with you and offer you some sort of compensation for the overall experienceAlthough this is not our policy, once the hair is used a refund is no longer an optionThis supervisor understood your concerns and that you wanted to be compensated in some wayAgain you declined this offerWe added notes to your account regarding this 3rd attempted, we will honor a partial refund of 20%Should you wish to move forward this offer please contact our customer support team to finalize this returnYou are welcome to contact us directly we are available Mon - Sat 9am-5pm PSTOur contact phone number is XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response, due to the fact the "replacement hair" is also of poor quality, it's tangled and a horrible mess,I'm not sure why they are calling it deluxe! again advertisement! I've been told by multiple hair dresser it is indeed NOT virgin hair! I have used packaged hair better than this and any opportunity I get I will advise people not to buy! I'm not sure how the company can say they took "excellent care" you sound completely ridiculous!!! its comical to commend your own customer service especially when a former customer has to file an complaint with the Revdex.com!! is.The company will not even contest the hair is not virgin but will still refuse full refund, it is not fair I take 20% because I cannot buy bundles from a respectable company with 20% of my purchase back!I have posted several times on different sites how horrible the hair is and have received similar stories so I'm confident this company will be shut down soon! I should not have to go with bundles until I can buy more bundles because I made a poor decision and purchased from this bull *** company! I've had to take a vacation with this night mare hair and couldn't enjoy my time because it tangled so horrible it was embarrassing and I was insecure about how it looked! I hate Mayvenn and I will continue to let everyone know as much as I can!
Final Business Response /* (4000, 9, 2015/07/08) */
Hi Client,
We thank you for your reply and highlighting some of the points that you are still unhappy withWe will acknowledge all of your concerns and find a resolution for you that you will be happy with
It takes time and energy to write a complaint and you have made it clear your experience with Mayvenn was less than favorableFor this we apologize, we want all clients and stylist to have a positive experience with Mayvenn HairThis is our company's standard and we are able to execute this in ALL situationsIf we are not able to resolve our clients and stylist undesirable experiences, we get creative and make changes to ensure ultimately we've turn the situation around positivelyWe will do the same for you, we don't want you unhappy about your Mayvenn experienceAll Mayvenn Hair is 100% Virgin Human hairWe ONLY distribute 100% virgin human hair, we have a one of a kind exchange policy of used hair, because we believe in our brandWe have over 35,stylists that sell and promote Mayvenn hairWe've been able to grow and maintain our relationship with Mayvenn Stylist because we offer top quality hair
We are committed to turn this around for you, your complaint is very clear and indeed our goal has been from the very start has been, to resolve this with youOur Customer Support Manager will reach out to you by phone today to offer a resolution for youAgain we thank you for your time and if you have anymore questions please let us know
Final Consumer Response /* (4200, 11, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AGAIN THIS IS NOT 100% virgin human hair! IT IS NOT, I HAVE HAD STYLIST FEEL AND LOOK AT IT, ITS NOT, HUMAN, VIRGIN HAIR DOES NOT TANGLE LIKE THIS! IT DOESN'T FEEL LIKE THIS!, MAYBE I SHOULD SEND A BUNDLE OF THE BELLE BREE 100% HUMAN VIRGIN HAIR SO YOU CAN FEEL HOW IT FEELS, YOU CAN AGAIN AND AGAIN STATE YOUR COMPANY STATS, AND YOU ARE RIGHT IT DOES TAKE TIME AND EFFORT TO COMPLAIN HOWEVER WITH YOUR CUSTOMER SERVICE AND HORRIBLE PRODUCT IT IS WORTH IT, WHICH IS WHY I'VE ALSO TOLD OTHER CUSTOMERS ABOUT MY EXPERIENCE IN DETAIL WITH PICS OF THE HAIR! AND I WILL BE DOING REVIEWS ON YOUTUBE OF THE HORRIBLE HAIR....I'VE BOUGHT 100% VIRGIN HUMAN HAIR FOR YEARS THIS BY FAR AS BEEN THE WORST AND I WILL NEVER BUY EVER AGAIN! UNLESS I GET A 100% REFUND BACK I WILL CONTINUE TO SPREAD THE WORD OF THE QUALITY OF YOUR HAIR!

Initial Business Response /* (1000, 14, 2015/02/27) */
Dear Client,
We took a look at your online profile with Mayvenn, your credit card was refunded on 12/2/in the amount of $The notes on your account show that a customer support agent took your call and refunded you
entirely for your orderPlease let us know if you have any questions or if your refund has not been reflected in your accountIt is important to us that you are assured that this issue has been resolved
Initial Consumer Rebuttal /* (2000, 16, 2015/03/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded thank you, However the hair as I stated was horrible and not the quality you all claim

Initial Business Response /* (1000, 14, 2015/04/14) */
Dear Client,
We appreciate you taking time to contact us about your order
Thank you for brining this to our attention, there are notes in your account that you did request a new packageThe original package had no movement and
the tracking number never updated, making this package lost by USPSAs you stated you did contact Mayvenn regarding the missing package and was sent a replacement package on 9/15/A month later you contacted Mayvenn again and stated you were unhappy with the quality of the hair, we sent another order the same type of hair Brazilian Deep Wave Hair for youThus far you have complied with our policy and sent back the used hair to us within the allotted timeframeThank you for finalizing your exchange
However, we regret to read that still you are not happy with the hair that was sent to you on 10/15/Mayvenn has thousands of happy stylist and clients that enjoy using and wearing Mayvenn hair and we want you to have this experienceOur day exchange policy is a reflection of our mission, to provide everyone with exceptional high quality hair, 100% Virgin Human Hair
We understand how frustrating and disappointing it is when a client makes a purchase and it doesn't meet their expectationsWe would like to speak to you personally and resolve this matter with youWe have noted your account regarding your complaint and we plan to accommodate you in the most appropriate wayPlease reference your original order number when you contact our customer support team we are available Mon - Sat 9am-5pm PST, our contact number is XXX-XXX-XXXX
*** ***
Customer Support Manager
Mayvenn Inc
***

They voluntarily signed me up as a stylist then offered me 50% off on my first orderCome to find out THAT only last a weekSo I actually got 30% for ordering after a weekThe only reason I was excited about ordering is because I was told that I would get a discountI thought I was getting good hair and noticed they had deleted the reviewed section off of their facebook pageAnd I couldn't find any on instagram eitherWhen I recieved my first bundle deal the hair was very frizzy, there were small end pieces sticking out everywhere and I couldn't curl itI took a piece off and died it with professional highlights and I am a stylist the hair literally counter acted with the hair dyeIt was hot and smoking on fire so I don't know exactly what is in the hair that caused it to do thisI never seen nothing like this in my lifeAfter shampooing and conditioning the other hair with a keratin shampoo and conditioner the hair became even worse qualityI had it sewn in for dollars then it matted so horribly by my nape I had to take it out around daysIt was more like doll hair not virgin hair or even store bought hairI sent the hair back to Mayvenn they sent the same quality hair back timesThis hair is not virgin hair like they lie and say its more like factory madeI asked them for a redund they refusedThen said if I wore it it was too late for a refundI paid then for a sew in and I want my money back because they scammed meAlso I made a review on their instagram in the comment section and they deleted me off there and facebook after posting they are a scam I also had a client order from them she was ripped off tooBut people will never know because they delete their bad reviewsThe way they get you is signing you up to sell for them as a stylist offering you 50% and lying like you are buying good virgin hairTheir pictures are very decietfulDonot buy here its a scam

Initial Business Response /* (1000, 6, 2015/06/17) */
Dear Client,
Thank you for taking time out of your schedule to contact the Revdex.com regarding your complaintWe appreciate that you updated your information with the Revdex.com confirming your complaint was acknowledge and in the process of being
resolved by Mayvenn on 6/3/
This gesture is important to us as we want to make sure you are happy with your replacement hairOur goal is to do the right thing and follow our policy consistentlyThe tracking number paired with the replacement package shows that this package arrived to you on 6/5/We have also noted in your account that you returned the used hair back to Mayvenn within the allotted timeframe, thank you for working with usWe are looking forward to your reply and as always you are welcome to contact our customer support team should you have any questions or like to provide us feedback about your replacement hair
Initial Consumer Rebuttal /* (2000, 8, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response on behalf of them following up with me and providing me with new hair! But given I have not actually worn the product yet to see if it's truly a "good" batch then I cannot give positive feedback! Of course the product is in good shape and full of softness and shine right out of packaging But until I actually have the hair in I'm not fully satisfied!

Initial Business Response /* (1000, 7, 2015/02/23) */
We took a look at your account and all the items were returned to Mayvenn's warehouse in perfect used condition on 2/3/A full refund was successfully refunded on that same day, 2/3/Today 2/23/I have left a voicemail message
for you as I want to make sure you have received your refundWe are more than willing to work with you and answer any and all questions you might have regarding your refund
Initial Consumer Rebuttal /* (3000, 9, 2015/02/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The items were not used this company does not seem to understand it's two different refunds dueOne was and I am requesting which has not been received
Final Business Response /* (4000, 15, 2015/05/06) */
We spoke to this client on 4/20/15, this client filed a credit card dispute for this refundAt this stage, once a dispute is filed, Mayvenn is unable to refund the clientWe contacted this client directly to resolve this issue, she was willing to work with us and we wanted to work with herShe did everything right, she returned the hair back to Mayvenn and it did arrive to us in perfect unused condition, however there was some confusion regarding the order numbers as she stated in her complaintThis client did return two packages, but only one was refundedThe credit card company did confirm that the client has dropped the credit card dispute, however we were not able to refund immediatelyCredit card disputes can take weeks to drop off of the company's online accountThis was not the client's fault that she was not refunded and as a result we decided to take care of the clientWe did not want her to wait any longer for her refundThe client received a full refund in the amount of $181.50, the amount was refunded to her on 4/21/We apologize for the confusion and appreciate you allowing us the opportunity to resolve this issue for youPlease don't hesitate to let us know if this issue is not resolved to your satisfaction, it is important to us that this is resolved completely
Final Consumer Response /* (2000, 17, 2015/05/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

I wouldnt recommend mayvenn hair to anyone!! I went into the salon to get the hair washed and styled weeks after the hair was installed, (and yes she did use a sulfate free shampoo & conditioner) and the hair turned into a huge matted mess!!! I had girls in the salon trying to brush the rats nest of a mess on my head out for nearly an hourAfter finding that there was no way they could get the matted mess out, my stylist told me my best option would be to cut the hair out, and ship it back to the companyI was enraged! I spent 100's, and hadn't even had the hair in for a month!!! I called mayvenn extremely irateThe girl *** that I spoke with on numerous occasions was very sweet, but the "manager" that I spoke with was notShe was rude, unprofessional, & extremely unhelpfulI demanded a refund, but she quickly declined thatBy far the worst company I've ever dealt withThey should be ashamed of the "product" they're selling! Unbelievable, and very upsetting

This company is full of lies and a massive sales routine by using your trusted stylist as a source for you to feel like you are really getting some good hairThe hair is not from a single donor and is processed out of ChinaIt does not hold up to its standards, sheds uncontrollably and gets mattedCustomer service is a jokeThey give you the same story of how this must have been a bad batch and yank you around until the days are up on your guarantee then hit you with how they can't replace it because your day guarantee is up

THANK YOU MAYVENN!!!
I am a licensed cosmetologist in an area full of high end clients and low end hair storesI always had people asking me about where they can buy good quality hair and I had no choice but to send them to the beauty supply or various websites
Apparently, I am not the only stylist with that issue because the people at Mayvenn came up with the genius idea to supply free websites for hair stylists to sell their clients hair directly, instead of sending them to the BSS for pack hair
Now, when my clients buy hair I receive 15% on my own Mayvenn debit card every WednesdayPlus, every $I sell I get free hair for my own inventory
It makes me upset, honestly when I see poor reviews for this companyNot only are they helping stylists get the money they deserve, but they also offer a day EXCHANGE policy for their productsMy clients have always been taken care of the first time, no back and forth, phone tag, or silly questions about why they needed an exchange
This company is really changing the game, and I am so fortunate to be a Mayvenn stylist

Initial Business Response /* (1000, 6, 2015/06/17) */
Dear Client,
Thank you for taking time out of your schedule to contact the Revdex.com regarding your complaintWe appreciate that you updated your information with the Revdex.com confirming your complaint was acknowledge and in the process of
being resolved by Mayvenn on 6/3/
This gesture is important to us as we want to make sure you are happy with your replacement hairOur goal is to do the right thing and follow our policy consistentlyThe tracking number paired with the replacement package shows that this package arrived to you on 6/5/We have also noted in your account that you returned the used hair back to Mayvenn within the allotted timeframe, thank you for working with usWe are looking forward to your reply and as always you are welcome to contact our customer support team should you have any questions or like to provide us feedback about your replacement hair
Initial Consumer Rebuttal /* (2000, 8, 2015/06/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response on behalf of them following up with me and providing me with new hair! But given I have not actually worn the product yet to see if it's truly a "good" batch then I cannot give positive feedback! Of course the product is in good shape and full of softness and shine right out of packaging But until I actually have the hair in I'm not fully satisfied!

Initial Business Response /* (1000, 5, 2015/05/29) */
Thank you for contacting us, we took a look at your accountWe have made a note in your account that you called regarding your exchange yesterday 5/28/As stated in your complaint your order is beyond the timeframe for an exchange
Which is days from the original order dateIt is our mission that everyone has a positive experience with Mayvenn Hair and we want the same for youWill you kindly contact our customer support team, to discuss your account in more detail, we will look into what other options we can provide for youWe have made very detailed notes in your account regarding your complaintWe are available Mon - Sat XXX-XXX-XXXX Xam-5pm PSTWe are looking forward to speaking to you soon

Awful hair, matted up after a week or twoSheds like crazy Clumps up doesn't hold curlstime ordering this,hair and once again it failed

Initial Business Response /* (1000, 5, 2015/10/13) */
Hi [redacted],
Thank you for contacting Mayvenn. We want to address your concerns and hopefully change the impression you have of Mayvenn. I took a look at your Mayvenn Account and I don't see that you have made any sales with Mayvenn, nor have...

your clients underneath your customized Mayvenn website.
It is difficult for us to correct an issue, if there is no order or particular situation that can be rectified.
We want to make sure each stylist and client has a great experience with the quality of our hair, customer service, commission and all the other benefits that come with becoming a Mayvenn Stylist.
We have reviewed the 8 calls that you made into Mayvenn's customer support team within the last 4 weeks and each time you asked a series of questions (all were answered correctly) these questions consist of how to generate more business, how to upload a picture on your account and about the commission structure. I've noticed you've ended each call happily and thanked the customer support agent for their help. We have over 40,000 stylist that are extremely happy with Mayvenn, these stylists promote and wear Mayvenn hair, successfully. We want the same for you, as I mentioned your account is new and your account manger gave you a signing bonus to purchase hair at a discount price. This is a good way for you to test the product yourself, we offer this signing bonus because we believe in our product and want to make sure that the first purchase for the stylist is at a discount amount.
Please, if we have not answered your concerns let us know, we will do whatever it takes to assure you, that you made a good decision by becoming a Mayvenn Stylist.
I have made a note in your stylist profile and would like to speak to you directly regarding your complaint. Please feel free to reach our customer support team Mon - Sat 9am-5pm, XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/13) */
Hello Client,
Thank you for reaching out to us regarding your Mayvenn order. We regret to hear that you are not happy with your purchase. We apologize for this experience as it is important to us that all clients and stylists of Mayvenn are...

completely satisfied with their Mayvenn purchase.
We do not distribute processed hair, ALL Mayvenn Hair is 100% Virgin Human Hair. We have a flexible exchange policy to ensure, our stylist's clients are never "stuck" with hair that isn't working out for them. This policy is one of a kind, which always solves the issue if a client is unhappy with their purchase.
Looking at your account I can see that we took care of you, two separate times, we assisted you and made exceptions for your order RXXXXXXXXX.
The notes on your account confirm that we sent out new replacement hair to you on 4/1/15. On 5/26/15 you called again to our customer support team and stated that you were still not happy with your replacement hair. At this time we informed you that a refund wouldn't be an option because the order was no longer in unused perfect condition. You agreed to send the replacement hair back to our quality control team in exchange for store credit. At this time we issue you a store credit of $259.50 just as you stated in your complaint. We did receive your used hair back on 6/2/15.
Once the hair is used a refund is no longer an option but we made an exception for you. Our new Deluxe line has done very well and we continue to get wonderful feedback about the Deluxe collection. On 6/1/15 you purchased the new Deluxe collection, order number #RXXXXXXXXX.
Again, we are sorry to hear that this collection isn't what you expected or wanted. This order was paid for in store credit (the same store credit that was given to you 5/26/15 for order RXXXXXXXXX). On 6/24/15 You called into our customer support team you spoke to a supervisor who offered to do an exchange on this order OR refund you $45 back to your credit card (this difference you paid) AND return the remaining amount in store credit. You declined and ended the call. We will still honor this offer, if you want to move forward with this exchange or partial refund.
We encourage you to send back the hair to Mayvenn and accept this exchange offer. We have email you a return label, so that this is no cost to you to send back the hair. Your store credit doesn't not expire so you can take your time with your next order. We have done our best to assist you but a refund for a purchase in March is outside of our return and exchange policy.
A detailed note has been made in your account. Feel free to contact our customer support team should you wish to proceed with either an exchange or a refund in store credit and the $45 refund to your credit card. We are available Mon - Sat 9am-5pm PST our contact number is XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2015/06/25) */
Dear Client,
We appreciate you bringing this to our attention. Your account has been reviewed, you indeed contacted Mayvenn on 5/22/15 stating you were unhappy with your Mayvenn hair. We took excellent care of you and accommodated you...

greatly - a replacement order was sent out to you. Due to your unhappiness we ALSO upgraded your original order to our newest collection, Deluxe and WE waive the additional fee of $85. We knew you would enjoy the newer collection, we're getting great feedback about the new Ultra and Deluxe collection.
There are several notes in your account and also every call was eventually transferred to a Supervisor. You contacted Mayvenn again on 6/3/15 the same supervisor offered you a partial refund, for the replacement order that you are still unhappy with. A full refund is not an option for you as the hair is no longer in perfect unused condition. We offered you a partial refund of 20% from your order total. We feel this is generous and very fair. A second attempt to take care of you and turn this experience around for you.
Recently you sent a handwritten letter to Mayvenn requesting a full refund, we received this
letter on 6/22/15 and contacted you that day by phone.
This was our 3rd attempt to make this right with you and offer you some sort of compensation for the overall experience. Although this is not our policy, once the hair is used a refund is no longer an option. This supervisor understood your concerns and that you wanted to be compensated in some way. Again you declined this offer. We added notes to your account regarding this 3rd attempted, we will honor a partial refund of 20%. Should you wish to move forward this offer please contact our customer support team to finalize this return. You are welcome to contact us directly we are available Mon - Sat 9am-5pm PST. Our contact phone number is XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response, due to the fact the "replacement hair" is also of poor quality, it's tangled and a horrible mess,I'm not sure why they are calling it deluxe! again false advertisement! I've been told by multiple hair dresser it is indeed NOT virgin hair! I have used packaged hair better than this and any opportunity I get I will advise people not to buy! I'm not sure how the company can say they took "excellent care" you sound completely ridiculous!!! its comical to commend your own customer service especially when a former customer has to file an complaint with the Revdex.com!! is.The company will not even contest the hair is not virgin but will still refuse full refund, it is not fair I take 20% because I cannot buy bundles from a respectable company with 20% of my purchase back!I have posted several times on different sites how horrible the hair is and have received similar stories so I'm confident this company will be shut down soon! I should not have to go with bundles until I can buy more bundles because I made a poor decision and purchased from this bull [redacted] company! I've had to take a vacation with this night mare hair and couldn't enjoy my time because it tangled so horrible it was embarrassing and I was insecure about how it looked! I hate Mayvenn and I will continue to let everyone know as much as I can!
Final Business Response /* (4000, 9, 2015/07/08) */
Hi Client,
We thank you for your reply and highlighting some of the points that you are still unhappy with. We will acknowledge all of your concerns and find a resolution for you that you will be happy with.
It takes time and energy to write a complaint and you have made it clear your experience with Mayvenn was less than favorable. For this we apologize, we want all clients and stylist to have a positive experience with Mayvenn Hair. This is our company's standard and we are able to execute this in ALL situations. If we are not able to resolve our clients and stylist undesirable experiences, we get creative and make changes to ensure ultimately we've turn the situation around positively. We will do the same for you, we don't want you unhappy about your Mayvenn experience. All Mayvenn Hair is 100% Virgin Human hair. We ONLY distribute 100% virgin human hair, we have a one of a kind exchange policy of used hair, because we believe in our brand. We have over 35,000 stylists that sell and promote Mayvenn hair. We've been able to grow and maintain our relationship with Mayvenn Stylist because we offer top quality hair.
We are committed to turn this around for you, your complaint is very clear and indeed our goal has been from the very start has been, to resolve this with you. Our Customer Support Manager will reach out to you by phone today to offer a resolution for you. Again we thank you for your time and if you have anymore questions please let us know
Final Consumer Response /* (4200, 11, 2015/07/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
AGAIN THIS IS NOT 100% virgin human hair! IT IS NOT, I HAVE HAD STYLIST FEEL AND LOOK AT IT, ITS NOT, HUMAN, VIRGIN HAIR DOES NOT TANGLE LIKE THIS! IT DOESN'T FEEL LIKE THIS!, MAYBE I SHOULD SEND A BUNDLE OF THE BELLE BREE 100% HUMAN VIRGIN HAIR SO YOU CAN FEEL HOW IT FEELS, YOU CAN AGAIN AND AGAIN STATE YOUR COMPANY STATS, AND YOU ARE RIGHT IT DOES TAKE TIME AND EFFORT TO COMPLAIN HOWEVER WITH YOUR CUSTOMER SERVICE AND HORRIBLE PRODUCT IT IS WORTH IT, WHICH IS WHY I'VE ALSO TOLD OTHER CUSTOMERS ABOUT MY EXPERIENCE IN DETAIL WITH PICS OF THE HAIR! AND I WILL BE DOING REVIEWS ON YOUTUBE OF THE HORRIBLE HAIR....I'VE BOUGHT 100% VIRGIN HUMAN HAIR FOR YEARS THIS BY FAR AS BEEN THE WORST AND I WILL NEVER BUY EVER AGAIN! UNLESS I GET A 100% REFUND BACK I WILL CONTINUE TO SPREAD THE WORD OF THE QUALITY OF YOUR HAIR!

Initial Business Response /* (1000, 5, 2015/05/29) */
Thank you for contacting us, we took a look at your account. We have made a note in your account that you called regarding your exchange yesterday 5/28/15. As stated in your complaint your order is beyond the timeframe for an exchange. Which is...

30 days from the original order date. It is our mission that everyone has a positive experience with Mayvenn Hair and we want the same for you. Will you kindly contact our customer support team, to discuss your account in more detail, we will look into what other options we can provide for you. We have made very detailed notes in your account regarding your complaint. We are available Mon - Sat XXX-XXX-XXXX Xam-5pm PST. We are looking forward to speaking to you soon

Initial Business Response /* (1000, 16, 2015/02/27) */
Dear Client,
We thank you for taking time to let us know your concerns, Our goal is to accommodate you in the best way appropriate. Our return policy is such that all returned hair must be in perfect, unused, intact condition for you...

to receive a full refund. The hair must be in sellable condition to receive a full refund.
We have a very special exchange policy, USED hair can be exchanged within 30 days from the purchase date. We do not want any of our clients to purchase Mayvenn hair and feel like they are stuck with hair they do not like, or isn't performing the way they desire. No other hair company has this policy. For this client we would like to work with you and offer you an exchange, although it is beyond the 30 days, we want to turn this around for you, because the hair has been worn and used we cannot offer a full refund, but because you have requested a resolution, we can to work with you. We have noted your account, with all the relevant information for this exception. Please contact our customer support team and provide the agent with your information and we will do exactly what we stated above and honor an exchange for your order that was purchased on 12/2/15.
Initial Consumer Rebuttal /* (2000, 18, 2015/03/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I will go ahead and exchange the hair. I would like to exchange for s different hair type such as Peruvian. In addition I have a 30% off coupon I received during Black Friday that I would like to use towards the difference between the Brazilian and Peruvian bundles/closure if there is a balance left. I will be sending back all 3 bundles and the closure

Initial Business Response /* (1000, 14, 2015/02/27) */
We want to resolve this issue with you, there are several notes in your account regarding your experience with your Mayvenn Hair. All the notes in your profile, clearly describe that you were not happy with the quality of the hair. We...

attempted to correct this for you, and as you stated two exchanges were made for you.
(Normally only one exchange is done for clients that are unhappy with the hair). This purchase was made on 5/1/14 and we honored an exchange for you well after our 30 day policy. You called in on 10/9/14 and we made the final exchange on 10/10/14. During this time we also, informed this client that we would offer a 20% discount towards her next order.
An exchange consist of sending out new hair in replacement for original hair ordered. If a client is unhappy with the "quality" of the hair, an exchange ALWAYS, turns the unhappy client around. Because all Mayvenn Hair is 100% Virgin Human hair, no two bundles are the same. We made the exception for you because it is important to Mayvenn that every client has a great experience with the hair.
Our 30 day return and exchange policy is for our clients to try and feel the hair at no risk. If our clients are not happy with the quality of the hair, we have created this one of a kind exchange policy for USED hair. We will send you out new hair, no questioned asked within 30 days of the purchase date. However, once the hair has been USED a full refunded is no longer a possibility.
Today you have been refunded entirely for one order in the amount of $161.10 as we want to turn this around for you. It Is important to us that all Mayvenn clients have a positive experience with the performance and maintenance using/wearing Mayvenn Hair. This client has purchased with Mayvenn previously and because of this relationship, we will offer a refund. Styling fee and installation fees Mayvenn will not cover. We will only replace the hair in all circumstances, covering the installations and styling fees Mayvenn is not responsible for this.

Initial Business Response /* (1000, 16, 2015/05/06) */
Dear Client,
Thank you for taking time to contact us. Taking a look at your account Mayvenn did send TWO replacement hair orders to you, a total of 6 bundles and 2 closures the value amount of $607.00. On one occasion you wore...

Mayvenn hair and decided you didn't like the hair. The last replacement order you selected a higher grade of hair which is more expensive than your original order but we didn't collect the difference from you. We accommodated you because we wanted to turn around this situation for you.
As noted in your account you were unhappy with both orders. Our return and exchange policy doesn't state that we will do "multiple exchanges" normally ONE exchange will resolve the issue if the client is unhappy with the hair. This policy is one of kind and is designed to make sure each client has a wonderful experience wearing Mayvenn hair, we believe in our product and our stylist who promote, sell and wear Mayvenn hair.
Our return and exchange policy clearly states that if the hair is USED a refund is not an option. When you contacted Mayvenn on 2/18/15, the hair was used, the replacement hair (if unused doesn't qualify for a return), as the "original order" was not returned back to Mayvenn in perfect UNUSED condition. Therefore it is no longer eligible for a refund on an exchange.
Nevertheless, we went ahead and refunded you 30% of your original purchase, in good faith. We did this because we could not send out a 3rd replacement order, if a client is not satisfied with the hair we will resolve the issue with a partial refund in some cases. Looking at your order I would of also offered you a 30% refund, it seems as though sending out more hair wouldn't have helped this particular situation, we believe you honestly didn't like the hair. It is impossible to continue to send out "bad batches" and maintain the level of volume Mayvenn is producing. This is perfectly okay if you didn't like the hair, we understand this and have put in place this very flexible exchange policy to accommodate clients like yourself. Because we didn't want you to take a total loss, we issued a partial refund of $71.52. I have notes in your account with this complaint and should you want to discuss your account in personal we are more than happy to speak to you personally. Our customer support team is available M-S 9am-5pm PST, XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 18, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Buy RISK FREE with easy returns and exchanges.
EXCHANGES
Wear it, dye it, even flat iron it. If you do not love your Mayvenn hair we will exchange it within 30 days of purchase. Just call us: X-XXX-XXX-XXXX
RETURNS
If you are not completely happy with your Mayvenn hair before it is installed, we will refund your purchase if the bundle is unopened and the hair is in its original condition. Just call us: X-XXX-XXX-XXXX
First of all, I purchased the hair because my stylist is a distributor and I wanted to support her. I ordered the Brazilian straight had to PAY to have it installed and only had it in my head for less than a week because of the poor quality. It was exchanged for the Brazilian loose wave and again I had to PAY and only had it in about a week. It was then exchanged again for the Peruvian loose wave that is still in the bag that it came in unused and I am out of about $600 for having to purchase hair and getting multiple installations. I'm sorry that your company has a poor grade of hair but unfortunately there's nothing that I can do about it. I have tried to sell the hair to other people since you guys refused to allow me to send it back to you but sadly no one else wants to purchase it from me since they know that it's a bad grade of hair. I have purchased grade A quality hair before that I was able to reuse for a whole year with no problems at all. I should have stuck that company but I was trying to support my stylist. The last bundles that you sent is still UNUSED and in the truck of my car. I would like to still send it back and get the rest of my refund back and that is all. I have already made it very clear with my stylist that I will not be ordering from her site anymore based on this experience and I was out of too much money trying to get my hair done. And for the record the price of an installation is $1XX-XXX every time plus the price of the hair so you do the math. Therefore, unless you are will to comply with my request there is no need for me to contact your company again.
Thanks and have a blessed day!
Final Business Response /* (4000, 20, 2015/05/15) */
Dear Client,
Thank you for your reply, we wish that we could accommodate your request but we will not be able to issue you a full refund, as we have made two exceptions for you. We have honored an exchange for you twice AND issued you a partial refund. Unfortunately we will not be able to accommodate you more than this. As stated in the original reply from Mayvenn, you can contact our customer support team at anytime and discuss your account personally.
Final Consumer Response /* (4200, 22, 2015/05/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Bottom line is the merchandise was defective and I will never purchase again. Thanks!

Initial Business Response /* (1000, 5, 2015/07/13) */
Hello Client,
Thank you for reaching out to us regarding your Mayvenn order. We regret to hear that you are not happy with your purchase. We apologize for this experience as it is important to us that all clients and stylists of...

Mayvenn are completely satisfied with their Mayvenn purchase.
We do not distribute processed hair, ALL Mayvenn Hair is 100% Virgin Human Hair. We have a flexible exchange policy to ensure, our stylist's clients are never "stuck" with hair that isn't working out for them. This policy is one of a kind, which always solves the issue if a client is unhappy with their purchase.
Looking at your account I can see that we took care of you, two separate times, we assisted you and made exceptions for your order RXXXXXXXXX.
The notes on your account confirm that we sent out new replacement hair to you on 4/1/15. On 5/26/15 you called again to our customer support team and stated that you were still not happy with your replacement hair. At this time we informed you that a refund wouldn't be an option because the order was no longer in unused perfect condition. You agreed to send the replacement hair back to our quality control team in exchange for store credit. At this time we issue you a store credit of $259.50 just as you stated in your complaint. We did receive your used hair back on 6/2/15.
Once the hair is used a refund is no longer an option but we made an exception for you. Our new Deluxe line has done very well and we continue to get wonderful feedback about the Deluxe collection. On 6/1/15 you purchased the new Deluxe collection, order number #RXXXXXXXXX.
Again, we are sorry to hear that this collection isn't what you expected or wanted. This order was paid for in store credit (the same store credit that was given to you 5/26/15 for order RXXXXXXXXX). On 6/24/15 You called into our customer support team you spoke to a supervisor who offered to do an exchange on this order OR refund you $45 back to your credit card (this difference you paid) AND return the remaining amount in store credit. You declined and ended the call. We will still honor this offer, if you want to move forward with this exchange or partial refund.
We encourage you to send back the hair to Mayvenn and accept this exchange offer. We have email you a return label, so that this is no cost to you to send back the hair. Your store credit doesn't not expire so you can take your time with your next order. We have done our best to assist you but a refund for a purchase in March is outside of our return and exchange policy.
A detailed note has been made in your account. Feel free to contact our customer support team should you wish to proceed with either an exchange or a refund in store credit and the $45 refund to your credit card. We are available Mon - Sat 9am-5pm PST our contact number is XXX-XXX-XXXX.