April 1, Dear Revdex.com,First, we wish to thank you for an opportunity to respond in writing to this complaintIt is important for ONYC® Hair to ensure credible and responsible handling of all issues, both positive and negative, that arise during the course of businessOur goal is complete customer satisfaction, which is why we wish to immediately address this complaint.It is unfortunate that this situation has occurred and it is our intention to ensure that such instance does not occur but sometimes, the situation is beyond our controlWe are very reputable company and have tried our best to ensure customer’s satisfactionSatisfied loyalty from our customers’ is the foundation and backbone of this business.ONYC® Hair doesn’t dispute the facts presented hereWe have codified policies that guide our business that are clearly posted on our website, and they exist to avert such situations as thisHowever, in this case there are important facts that were not mentioned by the customer, [redacted] .This customer placed an order with us on February 18th but we later received an e-mail and calls from another customer stating that she had received the wrong order because one of her items were missingUpon us researching we discovered that there was a mix up and the customer was actually right, she has received [redacted] s order instead her order which was missing an item.Upon contacting [redacted] over the phone she claimed that she had already used the all the items including the extra item that she received by mistakeShe stated that she was not aware of the situation even though she had been a long time customer which knows of our policies and acknowledged our term and conditions which she is liable toOur policy states that any customer that has received the wrong order, additional items or damaged goods must contact us immediately upon using the product.Please understand that we were concerned not only for our merchandise but the fact that private information of the other customer was included in that package [redacted] purposely did not contact us even upon knowing that she received the wrong package with another customers’ information which is completely baffling and dishonestAs a company we contently admit that we made a mistake by sending her the incorrect order but she also was very uncooperative during this process and we do not wish to do business with deceitful people.To our understanding there was no miscommunication hence our surprise about this letter because she has returned the product with the label that we provided for herAs a company we have no reason to conduct misleading transactions and are willing to settle this situation by providing a full refund of $to the customer.Thank you for the opportunity to explain, we accept responsibility where applicable, and grow.Sincerely,
It is obvious that this customer was clearly more interested about her review than actually protecting her investment and collaborating with us to fix the problemIt's unacceptable to write a review based on only days for a product that last more than moths.ISince we are a very transparent company we want our customers to contact us if they are having any issues with the product especially first time customers that might not understand the maintenance process needed for our productsIf we are not able to help them then they are free to write reviews based on the actual item that they purchasedWe do not tolerate reviews based on discrediting the credibility of other customers experienceAs a business we do screen reviews because there have been cases where customers registered only to write a bad review but never actually purchased our product or technologically changed customers that post questions as reviews which does not applyOur system is not capable of editing reviews and even if her review was not posted it still affect our rating of the product
I purchased this product in March 2015 and inspected it as they suggested and I pretty much do this for any hair that I have purchased in the past even the not so good hair. The hair seemed fine, no tangles and no shedding, but all hair has done that with this first couple of washes or whatever, again even the "cheap" hair. So I had the hair installed. I loved the texture and everything. It was perfect. I carefully read the instructions on how to take care of the hair because it was so expensive and I did all of what it stated for me to do. 8 weeks passed and during that time I started experiencing some shedding but it wasnt bad and I figured it was to be expected because of the reivews I saw on youtube, which stated they get minimal shedding. I got the second install, same professional did the install, and it was still shedding and a little more than before but not horrible. I curled my hair with some flexirods and after having it up for a few days, I tried washing it. I noticed two huge knots that had formed in the back of my head before even putting in the shampoo. All it did was get wet. My sister and I loaded it with conditioner to try to detangle them and was working to do so for almost an hour. We got some of it detangled but most of it was pretty much on the floor or in the comb leaving that part of the hair gone. I left hair in having to just wear low ponytails until I knew I would be able to get it done again. During this time, I reached out to the company by email and they asked how did I take care of the hair and what all I did. I explained that I am natural and so I use all natural, paraben free products on the hair like I would do my own. They also wanted pictures. I didnt have any that I took at the time, but I later found one from before and took another for after. I sent it to them but they pretty much snapped back at me as if I did something wrong or offended them by just stating and showing proof of what I was experiencing with the hair. In the end they told me I bought the hair in March and it was nothing they could do at that point. Even though when I sent them the initial email they asked for pictures/proof in order for them to properly handle my situation. If thats how they consider handling things, thats not enough and that was very hurtful. Not only to my wallets, but also to them as a company. At the end of the last email after the pictures and after them going on a rant to me, they then changed the tone of the email and said that they hope that I purchase their products again. How crazy is that?! Btw, by this time the hair started shedding so bad that it clogged my tub every time I washed it. Hair is everywhere and I couldnt even run my fingers through it without at least 10 strands coming out at once. Very disappointed especially to be so costly. What a punch in the gut. O yea, the last email also said that they have never received a complaint for their relaxed perm hair, but thats not even the product I purchased so they clearly have me confused or my pictures obviously show that they hair has changed that much. Which proves my point even more. On top of that, I really was nice when I sent them all the emails. I just wanted something to be done and I even asked them what is it that I did wrong. And according to all the emails they sent me on suggestions and what to do, I did nothing wrong because I took care of the hair like I should. Who wouldnt after spending that much on hair and honestly I dont have it like that, but I will soon...have to speak life in my situation. Sorry, got off subject but either way I was happy at first but the product definitely went down hill.
April 1, 2014
Dear Revdex.com,First, we wish to thank you for an opportunity to respond in writing to this complaint. It is important for ONYC® Hair to ensure credible and responsible handling of all issues, both positive and negative, that arise during the course of business. Our goal is...
complete customer satisfaction, which is why we wish to immediately address this complaint.It is unfortunate that this situation has occurred and it is our intention to ensure that such instance does not occur but sometimes, the situation is beyond our control. We are very reputable company and have tried our best to ensure customer’s satisfaction. Satisfied loyalty from our customers’ is the foundation and backbone of this business.ONYC® Hair doesn’t dispute the facts presented here. We have codified policies that guide our business that are clearly posted on our website, and they exist to avert such situations as this. However, in this case there are important facts that were not mentioned by the customer, [redacted].This customer placed an order with us on February 18th but we later received an e-mail and calls from another customer stating that she had received the wrong order because one of her items were missing. Upon us researching we discovered that there was a mix up and the customer was actually right, she has received [redacted]s order instead her order which was missing an item.Upon contacting [redacted] over the phone she claimed that she had already used the all the items including the extra item that she received by mistake. She stated that she was not aware of the situation even though she had been a long time customer which knows of our policies and acknowledged our term and conditions which she is liable to. Our policy states that any customer that has received the wrong order, additional items or damaged goods must contact us immediately upon using the product.Please understand that we were concerned not only for our merchandise but the fact that private information of the other customer was included in that package. [redacted] purposely did not contact us even upon knowing that she received the wrong package with another customers’ information which is completely baffling and dishonest. As a company we contently admit that we made a mistake by sending her the incorrect order but she also was very uncooperative during this process and we do not wish to do business with deceitful people.To our understanding there was no miscommunication hence our surprise about this letter because she has returned the product with the label that we provided for her. As a company we have no reason to conduct misleading transactions and are willing to settle this situation by providing a full refund of $40.00 to the customer.Thank you for the opportunity to explain, we accept responsibility where applicable, and grow.Sincerely,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Complaint: [redacted]I am rejecting this response because:
Let me state that I have called multiple times to ONYC and when no message was returned, I resorted to leaving a message via customer feedback. If someone would have responded to me during the period when I was calling and leaving messages, I would not have filed a complaint. I repeat, at no time did I speak with a customer representative.
Upon reviewing the response from ONYC to the Revdex.com I noticed that It was stated that there was a reply email stating advice/ asking for pictures, however, I received no such email in my inbox, so I checked my spam box, and there it was, Sent on December 9th, however there was nothing stated in the email, that asked for any pictures. ( see below communication) And as it stands that is the only correspondence that I have received from ONYC to date.
Originally, I stated that I would be willing to provide pictures that supported my complaint, and I have ( please see attachments due to size sent in separate emails to [email protected] and [email protected])
Also I did not complain about the shedding, I complained about the sever dreading, or fusing of the hair.
I have done everything possible that ONYC suggested, because I did read the kinky curly hair guide prior to purchasing the hair, also I was very familiar with the quality and maintenance of the hair since I was a returning customer.
I have also provided pictures of the products that I use on the hair, please note: that I don't use any styling products, accept for the [redacted] serum that is suggested by Onyc for proper maintenance ( see product picture 1 the clear bottle with green cap). Also note that I sealed the wefts with the weft sealant that is sold and suggested by Onyc ( see products picture 1 the small brown bottle), and I have been using a sulfate free shampoo ([redacted] Oil) and clarifyer ([redacted]) ( see products picture 2). These products are considered high end, and I purchased them specifically for the maintenance of this hair. It has always been my intention to maintain and preserve this product, for at least a year, and to be able to re-install, every three months to maintain the quality of my hair. I cannot remove this installation because of the sever dreading and matting, ( I would have to cut out the dreadlocks). Also improper spacing of the tracks is not the issue,( please see Picture labeled track spacing) even the curl pattern is different.
As I stated before, the hair is supposed to be the best, and last for a year, my last purchase did, and this one did not.
In closing, I will say that I was very upset, however,I did read the response email, and maybe, there was some mis-communication in the company, maybe my calls were missed, or maybe someone confused another customer with me, and said that they spoke to me, but that did not happen. I am just really saddened that it came to this, and that it looks like, I will be looking out of sorts. I don't know what happened, but I do know that the hair is not behaving like the quality of the hair that I am used to from ONYC. Again, misuse and mishandling would not be a label I would stamp on myself, Meticulous, and cautious would be more like it. I loved this product upon installation, it totally opened doors for me, as far as my career is concerned. I believe that I was chosen to be in the [redacted] movie, specifically because of my look/ hair, so there would be no cause for misuse or abuse ( please see pictures attached [redacted] ).
I am really saddened that it has come to this, and I understand that miscommunications can happen, and mistakes can happen. It just really stinks when it does. I hope that I have made events that have manifested as clear as possible for all parties evolved.
Thank you ONYC/ Revdex.com for taking the time to read this.
Sincerely,
[redacted]
Dear customer,
Thank you for your feedback, we always appreciate customers feedback.
We are sorry that you experienced excessive matting which is ruining your experience with our product.
Concerning the wefterd kinky hair:
Even upon experiencing extreme matting you can still bring our kinky back to life by using good organic conditioners and patiently detangling it because is full cuticle hair. As you know kinky hair is harder to take care of, more than any other type of hair and will require the wearer forming their routine and being extremely patient with it. The reality is that the hair is processed with pure virgin hair which its dynamic coming from different donors so with each batch comes various characteristics and has nothing to do with the quality of the hair. Some batches will come slightly coarse which means it will need more care but like a fingerprint, no two hands are the same, nor will two bundles be exactly the same either . We advise all customers to review the hair before installing it because this is hair extension and the result varies tremendously on how it is worn, installed and maintained. Things like color damaging the hair or not properly clarifying the hair upon receiving it can all cause matting.
At this time we want to make sure that you are conducting the right routine to prevent any more matting. As you know this is real full cuticle hair and if it’s not being taken care of appropriately it can cause breakage which is exaggerated in long lengths.
Matting occurs because of the improper detangling. It is important to be patient when dealing with this type of hair. On a daily basis you should mix conditioner and warm to hot water in a spray. Spray completely detangle some portion or all of your kinky curly hair. While the conditioner is in the hair, detangling should be completed with a wide tooth comb then finish with thinner tooth comb or brush to ensure proper detangling of the hair, be gentle about it. Rinse some of the conditioner but leaving some behind and let your hair air dry but do not run your fingers through it. Please make sure to always use conditioner when detangling and wash the hair with a sulfate free organic clarifying shampoo ([redacted] Tea Tree shampoo and conditioner) every week to get rid of the buildup. You should never comb, brush or try to detangle while the hair is dry, kinky hair always needs moisture.
If your tracks are sewn in too closely together towards the nape of your neck, you'll really want to remove a track or two and just make sure they are spaced out. Too much friction in between the hair can also cause tangling and matting which results in shedding. Also make sure to apply more conditioner and serum at the bottom. Please make sure to always use conditioner when detangling and wash the hair with a clarifying shampoo every week to get rid of the buildup.
Note that most companies do not offer kinky hair because of the maintenance associated to it.
Visit our kinky guide for more tips (CLICK HERE)
Please use the products listed below.
http://onycworld.com/hair-essentials-for-onyc-kinky-curly-tips-to-tame/
Sincerely,
From: [redacted] [mailto:[redacted]] Sent: Friday, December 05, 2014 9:14 PMTo: [email protected]: Customer Comment/ Feedback
You have just receive an email from [redacted] with below content
How can we help you?
How can we help you?
Your Classification
Consumer
First Name
Customer Comment/ Feedback
Last Name
[redacted]
Address
[redacted]
City
Savannah
State
Georgia
Country
United States
Postal code
[redacted]
Email
[redacted]
Phone
###-###-####
Fax
###-###-####
Best way to contact
Fax
Comment
Dear Onyc/Thelma,I Purchased the 14&16 inch tight Kinky Curly 3c-4a on August 21st 2014 in preparation for my fathers memorial service. I am not a novice to wearing Onyc's tight kinky curly, because I purchased the hair just a bit shy of two years prior. I was totally in love with my first purchase, so of course I was a returning customer. However this purchase, despite my efforts, which include ceiling the wefts, with the weft sealant that I purchased from you, purchasing [redacted] serum, The hair on my left side has totally dreaded I mean like waffle dreadlocks, I don't know what to do, I brought a new brush to detangle, which didn't do anything. I tried [redacted] Apple cider vinegar, I tried regular vinegar I purchased [redacted] "Be curly" shampoo and conditioner, then I purchased [redacted] oil, moisture shampoo and conditioner, and finally almond oil, and the coconut oil, and nothing helps. I would like to know if maybe you might have any suggestions or anything that might help me. I have always taken really good care of all of my purchases from you because it is an investment. I don't mind taking two hours to get really because tight kinky curly hair does require more maintenance, (that is actually fun.) I also expected slight tangles, and shedding that was to be expected, but I love this hair and the products that your company offers that I was like " I will battle it out for beauty." However I didn't expect for the hair to behave this way after having it for a little shy of four months. As with my first purchase I was expecting at least a years worth of use. As it looks now, if I took off the hair, I wouldn't be able to re install it, as it is fused together, and the only way to remove it as it stands would be to cut out the dreadlocks. I can send you pictures if you like, It really is terrible, and I am so sad, because the hair was so dark and beautiful and full, and I just feel really awful now. I really would love to continue to be a loyal customer to Onyc, But, the quality of this hair in comparison with my first purchase was definitely off, and not what I fell in love with. Please help me with any advice, or suggestions. I look forward to hearing from you.[redacted]
April 1,2014
Dear Revdex.com,First, we wish to thank you for an opportunity to respond in writing to this complaint. It is important for ONYC® Hair to ensure credible and responsible handling of all issues, both positive and negative, that arise during the course of business. Our goal is...
complete customer satisfaction, which is why we wish to immediately address this complaint.It is unfortunate that this situation has occurred and it is our intention to ensure that such instance does not occur but sometimes, the situation is beyond our control. We are very reputable company and have tried our best to ensure customer’s satisfaction. Satisfied loyalty from our customers’ is the foundation and backbone of this business.ONYC® Hair doesn’t dispute the facts presented here. We have codified policies that guide our business that are clearly posted on our website, and they exist to avert such situations as this. However, in this case there are important facts that were not mentioned by the customer, [redacted].This customer placed an order with us on February 16th the product was received the item in good faith on February 21th Upon receiving the item we always recommend to all customers to review the product by wetting it, brushing it and conditioning the hair but still leaving the label intact so they can contact us about any concerns and return the item if necessary. The customer later on posted a bad review on our website without even contacting us about any issues that she was having with the product. We later on contacted her by e-mail after seeing the review. As you know we are an online hair extension company and we rely a lot of visuals to help our customer and understand what they are experiencing. The customer refused to explain in details what she was experiencing nor did she provide any visual but instead focused on insulting our business and credibility. We are not even sure why she decided to place an order with us if she felt that our company was not worthy. We have thousands of good reviews on blogs, upscale magazines and social media platforms which we couldn’t have possibly created.Her reluctance to cooperate seemed very suspicious, and it was certain that she was not trying to resolve the issue but just wanted to tarnish our brand. Things like this have happed before where other competitors have tried to discredit our brand.Please understand that this customer had malicious intents when trying to post a bad review on our website before contacting us first. Even after we contacted her she was extremely uncooperative.To our understanding there was no miscommunication hence our surprise about this letter because she still has the product and only contacted us once by e-mail. As a company we have no reason to conduct misleading transactions and are willing to settle this situation but we are not providing a refund to the customer because our policy that she acknowledge when placing an order with us states that we do not provide refunds nor exchanges if the item has already been used for hygienic reasons.Thank you for the opportunity to explain, we accept responsibility where applicable, and grow.Sincerely,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
This is unprofessional and pointless at this point. Lesson learned, this business greatly diminished my views of online shopping. I will take responsibility for this loss, sounded to good to be true and was. I don't wish to have any further contact with this business and this case can be considered closed.
Regards,
[redacted]
Dear customer,thank you for providing that vital information. At this point we really do not want to lose you as a customer and we have came up with a resolution that we hope is fair. The reality is that the hair is processed with pure virgin
hair which its dynamic coming from different donors so with each batch comes
various characteristics and has nothing to do with the quality of the hair.
Some batches will come slightly coarser or with tighter curls like a
fingerprint, no two hands are the same, nor will two bundles be exactly the
same either. Unfortunately that aspect is out of our control so the best thing
would be to include a note in the comment section when placing your next order
and stating your preferences so we can try to check our inventory for a bundles
that is best for you if available.
The
inconsistency of texture and color variation is under our “terms and condition”
that you acknowledged when placing your order .Since we want to redeem ourselves and hope to give you a better experience with us we are offering a 50% discount on your next order. the discount is valuable for 2 bundles of hair for any texture ( except tight kinky since you previously had a bad experience with it).We sincerely apologize and want to rectify this issue, we deeply hope that the customer can compel with this resolution.
Revdex.com of Metro Washington DC and Eastern Pennsylvania
class="MsoNormal">1411 K Street, NW, 10th Floor
Washington, DC 20005
December 17, 2014
Re: Response to Revdex.com
Inquiry ID# ***
Dear Revdex.com,
First, we wish to thank you for an opportunity to respond in
writing to this complaint. It is
important for ONYC® Hair to ensure credible and responsible handling of all
issues, both positive and negative, that arise during the course of
business. Our goal is complete customer
satisfaction, which is why we wish to immediately address this complaint.
It is unfortunate that this situation has occurred and it is
our intention to ensure that such instance does not occur but sometimes, the
situation is beyond our control. We are
very reputable company and have tried our best to ensure customer’s
satisfaction. Satisfied loyalty from our customers’ is the foundation and
backbone of this business.
ONYC® Hair doesn’t dispute the facts presented here. We have codified policies that guide our
business that are clearly posted on our website, and they exist to avert such
situations as this.
However, in this case there are important facts that were
not mentioned by the customer, *** ***.
This customer placed an order with us on August 20th
and the product was shipped out the next day. The item was delivered and signed
for on August 23rd.
After 4 months ( December 5th) the customer has installed and used the
product she contacted us about the issues she was having and we replied to her
on ( December 9th), we will include the e-mail below. The customer
also called during that week and a customer service rep made sure to let her
know that we needed clear images of the product so we can see what she is
actually experiencing and be able to assister better but we never received any images
from the customer.
It is imperative for to primarily provide advice and tips
and also let customers know how to handle the hair especially since it’s specifically
detailed that this product is high maintenance and it’s not for everyone. We
always want to ask customers more questions and make sure their do their part
to be specific on how they have been taking care of the product so we can
further assist them. This is hair extension and the
result varies tremendously on how it is worn, installed and maintained.
Normally if the hair was indeed defect, she would have known from the get go
once you pull it especially because she complained about shedding. We
advise all customers to review the hair before installing because if the weft
is indeed defect it is visible immediately and they can request for an exchange. Our
policy states that customers are welcome to return the item for an exchange if
they contact us within 5 days upon receiving their package. If the customer
complained on the 8th day then she would have already known that the
hair was defected on the 5th day, yet she did not contact us. Any problem that
arises later is as a result of the normal wear and tear which is exaggerated
with longer lengths. From installation to maintenance affect the result.
As you know we are an online hair
extension company and we really a lot of visuals to help our customer and
understand what they are experiencing. The customer did not provide any visual and
we have indeed responded to her e-mail multiple times.
Sincerely,
Thelma O***
CEO
ONYC Hair
email responses
Dear customer,
Thank you for your feedback, we always appreciate customers
feedback.
We are sorry that you experienced excessive matting which is
ruining your experience with our product.
Concerning the wefterd kinky
hair:
Even upon experiencing extreme
matting you can still bring our kinky back to life by using good organic
conditioners and patiently detangling it because is full cuticle hair. As you
know kinky hair is harder to take care of, more than any other type of hair and
will require the wearer forming their routine and being extremely patient with
it. The reality is that the hair is processed with pure virgin hair
which its dynamic coming from different donors so with each batch comes various
characteristics and has nothing to do with the quality of the hair. Some
batches will come slightly coarse which means it will need more care but like a
fingerprint, no two hands are the same, nor will two bundles be exactly the
same either . We advise all customers to review the hair before installing
it because this is hair extension and the result varies tremendously on how it
is worn, installed and maintained. Things like color damaging the hair or not
properly clarifying the hair upon receiving it can all cause matting.
At this time we want to make sure that you are conducting the
right routine to prevent any more matting. As you know this is real full
cuticle hair and if it’s not being taken care of appropriately it can cause
breakage which is exaggerated in long lengths.
Matting occurs because of the improper detangling. It is
important to be patient when dealing with this type of hair. On a daily basis
you should mix conditioner and warm to hot water in a spray. Spray
completely detangle some portion or all of your kinky curly hair. While the
conditioner is in the hair, detangling should be completed with a wide tooth
comb then finish with thinner tooth comb or brush to ensure proper detangling of
the hair, be gentle about it. Rinse some of the conditioner but leaving some
behind and let your hair air dry but do not run your fingers through it.
Please make sure to always use conditioner when detangling and wash the
hair with a sulfate free organic clarifying shampoo (*** *** Tea Tree
shampoo and conditioner) every week to get rid of the buildup. You should never comb,
brush or try to detangle while the hair is dry, kinky hair always needs
moisture.
If your tracks are sewn in too closely together towards the nape of
your neck, you'll really want to remove a track or two and just make sure they
are spaced out. Too much friction in between the hair can also cause tangling
and matting which results in shedding. Also make sure to apply more conditioner
and serum at the bottom. Please make sure to always use conditioner when
detangling and wash the hair with a clarifying shampoo every week to get rid of
the buildup.
Note that most companies do not offer kinky hair because of the
maintenance associated to it.
Visit our kinky guide for more tips (CLICK HERE)
Please use the products listed below.
***
e-mail #2
Der customer,
Please note that you have yet to submit images so we can see
what is actually happening to the hair and what you are experiencing.
Without providing any proof that the product is indeed having
issues all we can do is provide advice as we did in our previous response.
Kindly provide clear images of the product so we can further
assist you.
First, we wish to thank you for an opportunity to respond in writing to this complaint. Unfortunately, our records indicate that we never received the initial notification from Revdex.com allowing the opportunity to respond to this complaint, which is ironic because we never had this issue before with...
notifications and have always responded in a timely fashion.It is important for ONYC® Hair to ensure credible and responsible handling of all issues, both positive and negative, which may arise during the course of business. Our goal is complete customer satisfaction, which is why we did not hesitate to try and resolve this matter with [redacted] (as you can see in the email correspondence provided) prior to her filling complaints, nor did we hesitate in responding to the complaint that [redacted] also filed with Commonwealth of Virginia, Attorney General office, which has since been closed. Thus, we wish to immediately address this complaint.It is unfortunate that this situation has occurred and it is our intention to ensure that such instance does not occur within our control. We are a very reputable company and have tried our best to ensure each customer’s satisfaction. Satisfaction and loyalty from our customers’ is the foundation and backbone of ONYC® Hair. ONYC® Hair has codified policies that guide our business, which are clearly posted on our website, and exist to avert such situations as this. However, in this case there are important facts that were not mentioned by the customer, `[redacted].[redacted] placed an order with us on November 2nd and received the item on November 6th. She later contacted us with her complaint on December 11th stating that she has only worn the hair for two weeks and it has been tangling. Hence, our Terms and Conditions clearly state that if a customer feels they “have received any product that is defective you must contact us within 14 calendar days from the date your item was received”. The customer’s stylist is part of our stylist partnership program and has been using our products for years without any issues. Thus, if this hair was a case of a “bad batch of hair”, it would have been recognized initially during the professional install and not two weeks later after wearing.After requesting for more information and pictures of the actual hair, we noticed that the hair seemed almost unrecognizable which often happens when it has not been taken care of appropriately. We advise all customers to review the hair before installing it because hair extension results vary tremendously on how it is worn, installed and maintained. Hence [redacted] is a first time customer, we provided her with specific guidelines and products to use. When it comes to our kinky hair, we inform our customers that it is very high maintenance hair and if you are not familiar with this type of hair, then we do not recommend purchasing it. Further, [redacted] proceeded to initiate a second order of the same product, which we later cancelled, since she was not pleased with the initial product.As a company we always take complaints to heart and try our best to help our customers. Due to hygienic reasons, we do not accept returns on hair that is already installed, unless in special circumstances the hair was proven to be defect hair and it was reported within the 14 days of receipt. We were unable to offer [redacted] a full refund, due to the fact that it is clear this hair was caused by poor maintenance. Thus, we offered [redacted] a discount on another texture of hair that requires lower maintenance to prevent the same incident, which she declined. Unfortunately, a refund or replacement is not something that we or any other hair company offers which is a policy that every customer acknowledges while confirming their order. Please feel free to review our Return and Exchange policy: [redacted]To our understanding there was no miscommunication, as you can see in the email correspondence enclosed, hence our surprise about this letter. As a very reputable company we have no reason to conduct misleading transactions and are willing to settle this situation by providing a discount on her next purchase.Thank you for the opportunity to explain as we accept responsibility where applicable. Sincerely,
I am not a competitor, I am a customer who relied on online reviews before purchasing the hair. It wasn't until receiving my hair that I questioned the validity of the reviews posted. It was then that I decided to look at every single other product on there website and it was then I realized that no review below 4 stars posted. I posted my review on the hair I received only to have it confirmed to me that the reviews online only paint the picture the company want. My review didn't make the Onyc cut which is very deceiving in my eyes, if the hair is so great why do you have to filter the reviews. I do not accept this response. I didn't follow up with the email after original two emails sent to the business because she basically said there is no way this hair is bad and you must have did something wrong and so what's the point if the owner says that. At this point I had moved on from it and threw that hair in the trash but this response is unacceptable and I will make sure my voice is heard.
April 1, Dear Revdex.com,First, we wish to thank you for an opportunity to respond in writing to this complaintIt is important for ONYC® Hair to ensure credible and responsible handling of all issues, both positive and negative, that arise during the course of businessOur goal is complete customer satisfaction, which is why we wish to immediately address this complaint.It is unfortunate that this situation has occurred and it is our intention to ensure that such instance does not occur but sometimes, the situation is beyond our controlWe are very reputable company and have tried our best to ensure customer’s satisfactionSatisfied loyalty from our customers’ is the foundation and backbone of this business.ONYC® Hair doesn’t dispute the facts presented hereWe have codified policies that guide our business that are clearly posted on our website, and they exist to avert such situations as thisHowever, in this case there are important facts that were not mentioned by the customer, [redacted] .This customer placed an order with us on February 18th but we later received an e-mail and calls from another customer stating that she had received the wrong order because one of her items were missingUpon us researching we discovered that there was a mix up and the customer was actually right, she has received [redacted] s order instead her order which was missing an item.Upon contacting [redacted] over the phone she claimed that she had already used the all the items including the extra item that she received by mistakeShe stated that she was not aware of the situation even though she had been a long time customer which knows of our policies and acknowledged our term and conditions which she is liable toOur policy states that any customer that has received the wrong order, additional items or damaged goods must contact us immediately upon using the product.Please understand that we were concerned not only for our merchandise but the fact that private information of the other customer was included in that package [redacted] purposely did not contact us even upon knowing that she received the wrong package with another customers’ information which is completely baffling and dishonestAs a company we contently admit that we made a mistake by sending her the incorrect order but she also was very uncooperative during this process and we do not wish to do business with deceitful people.To our understanding there was no miscommunication hence our surprise about this letter because she has returned the product with the label that we provided for herAs a company we have no reason to conduct misleading transactions and are willing to settle this situation by providing a full refund of $to the customer.Thank you for the opportunity to explain, we accept responsibility where applicable, and grow.Sincerely,
It is obvious that this customer was clearly more interested about her review than actually protecting her investment and collaborating with us to fix the problemIt's unacceptable to write a review based on only days for a product that last more than moths.ISince we are a very transparent company we want our customers to contact us if they are having any issues with the product especially first time customers that might not understand the maintenance process needed for our productsIf we are not able to help them then they are free to write reviews based on the actual item that they purchasedWe do not tolerate reviews based on discrediting the credibility of other customers experienceAs a business we do screen reviews because there have been cases where customers registered only to write a bad review but never actually purchased our product or technologically changed customers that post questions as reviews which does not applyOur system is not capable of editing reviews and even if her review was not posted it still affect our rating of the product
I purchased this product in March 2015 and inspected it as they suggested and I pretty much do this for any hair that I have purchased in the past even the not so good hair. The hair seemed fine, no tangles and no shedding, but all hair has done that with this first couple of washes or whatever, again even the "cheap" hair. So I had the hair installed. I loved the texture and everything. It was perfect. I carefully read the instructions on how to take care of the hair because it was so expensive and I did all of what it stated for me to do. 8 weeks passed and during that time I started experiencing some shedding but it wasnt bad and I figured it was to be expected because of the reivews I saw on youtube, which stated they get minimal shedding. I got the second install, same professional did the install, and it was still shedding and a little more than before but not horrible. I curled my hair with some flexirods and after having it up for a few days, I tried washing it. I noticed two huge knots that had formed in the back of my head before even putting in the shampoo. All it did was get wet. My sister and I loaded it with conditioner to try to detangle them and was working to do so for almost an hour. We got some of it detangled but most of it was pretty much on the floor or in the comb leaving that part of the hair gone. I left hair in having to just wear low ponytails until I knew I would be able to get it done again. During this time, I reached out to the company by email and they asked how did I take care of the hair and what all I did. I explained that I am natural and so I use all natural, paraben free products on the hair like I would do my own. They also wanted pictures. I didnt have any that I took at the time, but I later found one from before and took another for after. I sent it to them but they pretty much snapped back at me as if I did something wrong or offended them by just stating and showing proof of what I was experiencing with the hair. In the end they told me I bought the hair in March and it was nothing they could do at that point. Even though when I sent them the initial email they asked for pictures/proof in order for them to properly handle my situation. If thats how they consider handling things, thats not enough and that was very hurtful. Not only to my wallets, but also to them as a company. At the end of the last email after the pictures and after them going on a rant to me, they then changed the tone of the email and said that they hope that I purchase their products again. How crazy is that?! Btw, by this time the hair started shedding so bad that it clogged my tub every time I washed it. Hair is everywhere and I couldnt even run my fingers through it without at least 10 strands coming out at once. Very disappointed especially to be so costly. What a punch in the gut. O yea, the last email also said that they have never received a complaint for their relaxed perm hair, but thats not even the product I purchased so they clearly have me confused or my pictures obviously show that they hair has changed that much. Which proves my point even more. On top of that, I really was nice when I sent them all the emails. I just wanted something to be done and I even asked them what is it that I did wrong. And according to all the emails they sent me on suggestions and what to do, I did nothing wrong because I took care of the hair like I should. Who wouldnt after spending that much on hair and honestly I dont have it like that, but I will soon...have to speak life in my situation. Sorry, got off subject but either way I was happy at first but the product definitely went down hill.
April 1, 2014
Dear Revdex.com,First, we wish to thank you for an opportunity to respond in writing to this complaint. It is important for ONYC® Hair to ensure credible and responsible handling of all issues, both positive and negative, that arise during the course of business. Our goal is...
complete customer satisfaction, which is why we wish to immediately address this complaint.It is unfortunate that this situation has occurred and it is our intention to ensure that such instance does not occur but sometimes, the situation is beyond our control. We are very reputable company and have tried our best to ensure customer’s satisfaction. Satisfied loyalty from our customers’ is the foundation and backbone of this business.ONYC® Hair doesn’t dispute the facts presented here. We have codified policies that guide our business that are clearly posted on our website, and they exist to avert such situations as this. However, in this case there are important facts that were not mentioned by the customer, [redacted].This customer placed an order with us on February 18th but we later received an e-mail and calls from another customer stating that she had received the wrong order because one of her items were missing. Upon us researching we discovered that there was a mix up and the customer was actually right, she has received [redacted]s order instead her order which was missing an item.Upon contacting [redacted] over the phone she claimed that she had already used the all the items including the extra item that she received by mistake. She stated that she was not aware of the situation even though she had been a long time customer which knows of our policies and acknowledged our term and conditions which she is liable to. Our policy states that any customer that has received the wrong order, additional items or damaged goods must contact us immediately upon using the product.Please understand that we were concerned not only for our merchandise but the fact that private information of the other customer was included in that package. [redacted] purposely did not contact us even upon knowing that she received the wrong package with another customers’ information which is completely baffling and dishonest. As a company we contently admit that we made a mistake by sending her the incorrect order but she also was very uncooperative during this process and we do not wish to do business with deceitful people.To our understanding there was no miscommunication hence our surprise about this letter because she has returned the product with the label that we provided for her. As a company we have no reason to conduct misleading transactions and are willing to settle this situation by providing a full refund of $40.00 to the customer.Thank you for the opportunity to explain, we accept responsibility where applicable, and grow.Sincerely,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Complaint: [redacted]I am rejecting this response because:
Let me state that I have called multiple times to ONYC and when no message was returned, I resorted to leaving a message via customer feedback. If someone would have responded to me during the period when I was calling and leaving messages, I would not have filed a complaint. I repeat, at no time did I speak with a customer representative.
Upon reviewing the response from ONYC to the Revdex.com I noticed that It was stated that there was a reply email stating advice/ asking for pictures, however, I received no such email in my inbox, so I checked my spam box, and there it was, Sent on December 9th, however there was nothing stated in the email, that asked for any pictures. ( see below communication) And as it stands that is the only correspondence that I have received from ONYC to date.
Originally, I stated that I would be willing to provide pictures that supported my complaint, and I have ( please see attachments due to size sent in separate emails to [email protected] and [email protected])
Also I did not complain about the shedding, I complained about the sever dreading, or fusing of the hair.
I have done everything possible that ONYC suggested, because I did read the kinky curly hair guide prior to purchasing the hair, also I was very familiar with the quality and maintenance of the hair since I was a returning customer.
I have also provided pictures of the products that I use on the hair, please note: that I don't use any styling products, accept for the [redacted] serum that is suggested by Onyc for proper maintenance ( see product picture 1 the clear bottle with green cap). Also note that I sealed the wefts with the weft sealant that is sold and suggested by Onyc ( see products picture 1 the small brown bottle), and I have been using a sulfate free shampoo ([redacted] Oil) and clarifyer ([redacted]) ( see products picture 2). These products are considered high end, and I purchased them specifically for the maintenance of this hair. It has always been my intention to maintain and preserve this product, for at least a year, and to be able to re-install, every three months to maintain the quality of my hair. I cannot remove this installation because of the sever dreading and matting, ( I would have to cut out the dreadlocks). Also improper spacing of the tracks is not the issue,( please see Picture labeled track spacing) even the curl pattern is different.
As I stated before, the hair is supposed to be the best, and last for a year, my last purchase did, and this one did not.
In closing, I will say that I was very upset, however,I did read the response email, and maybe, there was some mis-communication in the company, maybe my calls were missed, or maybe someone confused another customer with me, and said that they spoke to me, but that did not happen. I am just really saddened that it came to this, and that it looks like, I will be looking out of sorts. I don't know what happened, but I do know that the hair is not behaving like the quality of the hair that I am used to from ONYC. Again, misuse and mishandling would not be a label I would stamp on myself, Meticulous, and cautious would be more like it. I loved this product upon installation, it totally opened doors for me, as far as my career is concerned. I believe that I was chosen to be in the [redacted] movie, specifically because of my look/ hair, so there would be no cause for misuse or abuse ( please see pictures attached [redacted] ).
I am really saddened that it has come to this, and I understand that miscommunications can happen, and mistakes can happen. It just really stinks when it does. I hope that I have made events that have manifested as clear as possible for all parties evolved.
Thank you ONYC/ Revdex.com for taking the time to read this.
Sincerely,
[redacted]
Dear customer,
Thank you for your feedback, we always appreciate customers feedback.
We are sorry that you experienced excessive matting which is ruining your experience with our product.
Concerning the wefterd kinky hair:
Even upon experiencing extreme matting you can still bring our kinky back to life by using good organic conditioners and patiently detangling it because is full cuticle hair. As you know kinky hair is harder to take care of, more than any other type of hair and will require the wearer forming their routine and being extremely patient with it. The reality is that the hair is processed with pure virgin hair which its dynamic coming from different donors so with each batch comes various characteristics and has nothing to do with the quality of the hair. Some batches will come slightly coarse which means it will need more care but like a fingerprint, no two hands are the same, nor will two bundles be exactly the same either . We advise all customers to review the hair before installing it because this is hair extension and the result varies tremendously on how it is worn, installed and maintained. Things like color damaging the hair or not properly clarifying the hair upon receiving it can all cause matting.
At this time we want to make sure that you are conducting the right routine to prevent any more matting. As you know this is real full cuticle hair and if it’s not being taken care of appropriately it can cause breakage which is exaggerated in long lengths.
Matting occurs because of the improper detangling. It is important to be patient when dealing with this type of hair. On a daily basis you should mix conditioner and warm to hot water in a spray. Spray completely detangle some portion or all of your kinky curly hair. While the conditioner is in the hair, detangling should be completed with a wide tooth comb then finish with thinner tooth comb or brush to ensure proper detangling of the hair, be gentle about it. Rinse some of the conditioner but leaving some behind and let your hair air dry but do not run your fingers through it. Please make sure to always use conditioner when detangling and wash the hair with a sulfate free organic clarifying shampoo ([redacted] Tea Tree shampoo and conditioner) every week to get rid of the buildup. You should never comb, brush or try to detangle while the hair is dry, kinky hair always needs moisture.
If your tracks are sewn in too closely together towards the nape of your neck, you'll really want to remove a track or two and just make sure they are spaced out. Too much friction in between the hair can also cause tangling and matting which results in shedding. Also make sure to apply more conditioner and serum at the bottom. Please make sure to always use conditioner when detangling and wash the hair with a clarifying shampoo every week to get rid of the buildup.
Note that most companies do not offer kinky hair because of the maintenance associated to it.
Visit our kinky guide for more tips (CLICK HERE)
Please use the products listed below.
http://onycworld.com/hair-essentials-for-onyc-kinky-curly-tips-to-tame/
Sincerely,
From: [redacted] [mailto:[redacted]] Sent: Friday, December 05, 2014 9:14 PMTo: [email protected]: Customer Comment/ Feedback
You have just receive an email from [redacted] with below content
How can we help you?
How can we help you?
Your Classification
Consumer
First Name
Customer Comment/ Feedback
Last Name
[redacted]
Address
[redacted]
City
Savannah
State
Georgia
Country
United States
Postal code
[redacted]
Email
[redacted]
Phone
###-###-####
Fax
###-###-####
Best way to contact
Fax
Comment
Dear Onyc/Thelma,I Purchased the 14&16 inch tight Kinky Curly 3c-4a on August 21st 2014 in preparation for my fathers memorial service. I am not a novice to wearing Onyc's tight kinky curly, because I purchased the hair just a bit shy of two years prior. I was totally in love with my first purchase, so of course I was a returning customer. However this purchase, despite my efforts, which include ceiling the wefts, with the weft sealant that I purchased from you, purchasing [redacted] serum, The hair on my left side has totally dreaded I mean like waffle dreadlocks, I don't know what to do, I brought a new brush to detangle, which didn't do anything. I tried [redacted] Apple cider vinegar, I tried regular vinegar I purchased [redacted] "Be curly" shampoo and conditioner, then I purchased [redacted] oil, moisture shampoo and conditioner, and finally almond oil, and the coconut oil, and nothing helps. I would like to know if maybe you might have any suggestions or anything that might help me. I have always taken really good care of all of my purchases from you because it is an investment. I don't mind taking two hours to get really because tight kinky curly hair does require more maintenance, (that is actually fun.) I also expected slight tangles, and shedding that was to be expected, but I love this hair and the products that your company offers that I was like " I will battle it out for beauty." However I didn't expect for the hair to behave this way after having it for a little shy of four months. As with my first purchase I was expecting at least a years worth of use. As it looks now, if I took off the hair, I wouldn't be able to re install it, as it is fused together, and the only way to remove it as it stands would be to cut out the dreadlocks. I can send you pictures if you like, It really is terrible, and I am so sad, because the hair was so dark and beautiful and full, and I just feel really awful now. I really would love to continue to be a loyal customer to Onyc, But, the quality of this hair in comparison with my first purchase was definitely off, and not what I fell in love with. Please help me with any advice, or suggestions. I look forward to hearing from you.[redacted]
April 1,2014
Dear Revdex.com,First, we wish to thank you for an opportunity to respond in writing to this complaint. It is important for ONYC® Hair to ensure credible and responsible handling of all issues, both positive and negative, that arise during the course of business. Our goal is...
complete customer satisfaction, which is why we wish to immediately address this complaint.It is unfortunate that this situation has occurred and it is our intention to ensure that such instance does not occur but sometimes, the situation is beyond our control. We are very reputable company and have tried our best to ensure customer’s satisfaction. Satisfied loyalty from our customers’ is the foundation and backbone of this business.ONYC® Hair doesn’t dispute the facts presented here. We have codified policies that guide our business that are clearly posted on our website, and they exist to avert such situations as this. However, in this case there are important facts that were not mentioned by the customer, [redacted].This customer placed an order with us on February 16th the product was received the item in good faith on February 21th Upon receiving the item we always recommend to all customers to review the product by wetting it, brushing it and conditioning the hair but still leaving the label intact so they can contact us about any concerns and return the item if necessary. The customer later on posted a bad review on our website without even contacting us about any issues that she was having with the product. We later on contacted her by e-mail after seeing the review. As you know we are an online hair extension company and we rely a lot of visuals to help our customer and understand what they are experiencing. The customer refused to explain in details what she was experiencing nor did she provide any visual but instead focused on insulting our business and credibility. We are not even sure why she decided to place an order with us if she felt that our company was not worthy. We have thousands of good reviews on blogs, upscale magazines and social media platforms which we couldn’t have possibly created.Her reluctance to cooperate seemed very suspicious, and it was certain that she was not trying to resolve the issue but just wanted to tarnish our brand. Things like this have happed before where other competitors have tried to discredit our brand.Please understand that this customer had malicious intents when trying to post a bad review on our website before contacting us first. Even after we contacted her she was extremely uncooperative.To our understanding there was no miscommunication hence our surprise about this letter because she still has the product and only contacted us once by e-mail. As a company we have no reason to conduct misleading transactions and are willing to settle this situation but we are not providing a refund to the customer because our policy that she acknowledge when placing an order with us states that we do not provide refunds nor exchanges if the item has already been used for hygienic reasons.Thank you for the opportunity to explain, we accept responsibility where applicable, and grow.Sincerely,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
This is unprofessional and pointless at this point. Lesson learned, this business greatly diminished my views of online shopping. I will take responsibility for this loss, sounded to good to be true and was. I don't wish to have any further contact with this business and this case can be considered closed.
Regards,
[redacted]
Dear customer,thank you for providing that vital information. At this point we really do not want to lose you as a customer and we have came up with a resolution that we hope is fair. The reality is that the hair is processed with pure virgin
hair which its dynamic coming from different donors so with each batch comes
various characteristics and has nothing to do with the quality of the hair.
Some batches will come slightly coarser or with tighter curls like a
fingerprint, no two hands are the same, nor will two bundles be exactly the
same either. Unfortunately that aspect is out of our control so the best thing
would be to include a note in the comment section when placing your next order
and stating your preferences so we can try to check our inventory for a bundles
that is best for you if available.
The
inconsistency of texture and color variation is under our “terms and condition”
that you acknowledged when placing your order .Since we want to redeem ourselves and hope to give you a better experience with us we are offering a 50% discount on your next order. the discount is valuable for 2 bundles of hair for any texture ( except tight kinky since you previously had a bad experience with it).We sincerely apologize and want to rectify this issue, we deeply hope that the customer can compel with this resolution.
Revdex.com of Metro Washington DC and Eastern Pennsylvania
class="MsoNormal">1411 K Street, NW, 10th Floor
Washington, DC 20005
December 17, 2014
Re: Response to Revdex.com
Inquiry ID# ***
Dear Revdex.com,
First, we wish to thank you for an opportunity to respond in
writing to this complaint. It is
important for ONYC® Hair to ensure credible and responsible handling of all
issues, both positive and negative, that arise during the course of
business. Our goal is complete customer
satisfaction, which is why we wish to immediately address this complaint.
It is unfortunate that this situation has occurred and it is
our intention to ensure that such instance does not occur but sometimes, the
situation is beyond our control. We are
very reputable company and have tried our best to ensure customer’s
satisfaction. Satisfied loyalty from our customers’ is the foundation and
backbone of this business.
ONYC® Hair doesn’t dispute the facts presented here. We have codified policies that guide our
business that are clearly posted on our website, and they exist to avert such
situations as this.
However, in this case there are important facts that were
not mentioned by the customer, *** ***.
This customer placed an order with us on August 20th
and the product was shipped out the next day. The item was delivered and signed
for on August 23rd.
After 4 months ( December 5th) the customer has installed and used the
product she contacted us about the issues she was having and we replied to her
on ( December 9th), we will include the e-mail below. The customer
also called during that week and a customer service rep made sure to let her
know that we needed clear images of the product so we can see what she is
actually experiencing and be able to assister better but we never received any images
from the customer.
It is imperative for to primarily provide advice and tips
and also let customers know how to handle the hair especially since it’s specifically
detailed that this product is high maintenance and it’s not for everyone. We
always want to ask customers more questions and make sure their do their part
to be specific on how they have been taking care of the product so we can
further assist them. This is hair extension and the
result varies tremendously on how it is worn, installed and maintained.
Normally if the hair was indeed defect, she would have known from the get go
once you pull it especially because she complained about shedding. We
advise all customers to review the hair before installing because if the weft
is indeed defect it is visible immediately and they can request for an exchange. Our
policy states that customers are welcome to return the item for an exchange if
they contact us within 5 days upon receiving their package. If the customer
complained on the 8th day then she would have already known that the
hair was defected on the 5th day, yet she did not contact us. Any problem that
arises later is as a result of the normal wear and tear which is exaggerated
with longer lengths. From installation to maintenance affect the result.
As you know we are an online hair
extension company and we really a lot of visuals to help our customer and
understand what they are experiencing. The customer did not provide any visual and
we have indeed responded to her e-mail multiple times.
Sincerely,
Thelma O***
CEO
ONYC Hair
email responses
Dear customer,
Thank you for your feedback, we always appreciate customers
feedback.
We are sorry that you experienced excessive matting which is
ruining your experience with our product.
Concerning the wefterd kinky
hair:
Even upon experiencing extreme
matting you can still bring our kinky back to life by using good organic
conditioners and patiently detangling it because is full cuticle hair. As you
know kinky hair is harder to take care of, more than any other type of hair and
will require the wearer forming their routine and being extremely patient with
it. The reality is that the hair is processed with pure virgin hair
which its dynamic coming from different donors so with each batch comes various
characteristics and has nothing to do with the quality of the hair. Some
batches will come slightly coarse which means it will need more care but like a
fingerprint, no two hands are the same, nor will two bundles be exactly the
same either . We advise all customers to review the hair before installing
it because this is hair extension and the result varies tremendously on how it
is worn, installed and maintained. Things like color damaging the hair or not
properly clarifying the hair upon receiving it can all cause matting.
At this time we want to make sure that you are conducting the
right routine to prevent any more matting. As you know this is real full
cuticle hair and if it’s not being taken care of appropriately it can cause
breakage which is exaggerated in long lengths.
Matting occurs because of the improper detangling. It is
important to be patient when dealing with this type of hair. On a daily basis
you should mix conditioner and warm to hot water in a spray. Spray
completely detangle some portion or all of your kinky curly hair. While the
conditioner is in the hair, detangling should be completed with a wide tooth
comb then finish with thinner tooth comb or brush to ensure proper detangling of
the hair, be gentle about it. Rinse some of the conditioner but leaving some
behind and let your hair air dry but do not run your fingers through it.
Please make sure to always use conditioner when detangling and wash the
hair with a sulfate free organic clarifying shampoo (*** *** Tea Tree
shampoo and conditioner) every week to get rid of the buildup. You should never comb,
brush or try to detangle while the hair is dry, kinky hair always needs
moisture.
If your tracks are sewn in too closely together towards the nape of
your neck, you'll really want to remove a track or two and just make sure they
are spaced out. Too much friction in between the hair can also cause tangling
and matting which results in shedding. Also make sure to apply more conditioner
and serum at the bottom. Please make sure to always use conditioner when
detangling and wash the hair with a clarifying shampoo every week to get rid of
the buildup.
Note that most companies do not offer kinky hair because of the
maintenance associated to it.
Visit our kinky guide for more tips (CLICK HERE)
Please use the products listed below.
***
e-mail #2
Der customer,
Please note that you have yet to submit images so we can see
what is actually happening to the hair and what you are experiencing.
Without providing any proof that the product is indeed having
issues all we can do is provide advice as we did in our previous response.
Kindly provide clear images of the product so we can further
assist you.
First, we wish to thank you for an opportunity to respond in writing to this complaint. Unfortunately, our records indicate that we never received the initial notification from Revdex.com allowing the opportunity to respond to this complaint, which is ironic because we never had this issue before with...
notifications and have always responded in a timely fashion.It is important for ONYC® Hair to ensure credible and responsible handling of all issues, both positive and negative, which may arise during the course of business. Our goal is complete customer satisfaction, which is why we did not hesitate to try and resolve this matter with [redacted] (as you can see in the email correspondence provided) prior to her filling complaints, nor did we hesitate in responding to the complaint that [redacted] also filed with Commonwealth of Virginia, Attorney General office, which has since been closed. Thus, we wish to immediately address this complaint.It is unfortunate that this situation has occurred and it is our intention to ensure that such instance does not occur within our control. We are a very reputable company and have tried our best to ensure each customer’s satisfaction. Satisfaction and loyalty from our customers’ is the foundation and backbone of ONYC® Hair. ONYC® Hair has codified policies that guide our business, which are clearly posted on our website, and exist to avert such situations as this. However, in this case there are important facts that were not mentioned by the customer, `[redacted].[redacted] placed an order with us on November 2nd and received the item on November 6th. She later contacted us with her complaint on December 11th stating that she has only worn the hair for two weeks and it has been tangling. Hence, our Terms and Conditions clearly state that if a customer feels they “have received any product that is defective you must contact us within 14 calendar days from the date your item was received”. The customer’s stylist is part of our stylist partnership program and has been using our products for years without any issues. Thus, if this hair was a case of a “bad batch of hair”, it would have been recognized initially during the professional install and not two weeks later after wearing.After requesting for more information and pictures of the actual hair, we noticed that the hair seemed almost unrecognizable which often happens when it has not been taken care of appropriately. We advise all customers to review the hair before installing it because hair extension results vary tremendously on how it is worn, installed and maintained. Hence [redacted] is a first time customer, we provided her with specific guidelines and products to use. When it comes to our kinky hair, we inform our customers that it is very high maintenance hair and if you are not familiar with this type of hair, then we do not recommend purchasing it. Further, [redacted] proceeded to initiate a second order of the same product, which we later cancelled, since she was not pleased with the initial product.As a company we always take complaints to heart and try our best to help our customers. Due to hygienic reasons, we do not accept returns on hair that is already installed, unless in special circumstances the hair was proven to be defect hair and it was reported within the 14 days of receipt. We were unable to offer [redacted] a full refund, due to the fact that it is clear this hair was caused by poor maintenance. Thus, we offered [redacted] a discount on another texture of hair that requires lower maintenance to prevent the same incident, which she declined. Unfortunately, a refund or replacement is not something that we or any other hair company offers which is a policy that every customer acknowledges while confirming their order. Please feel free to review our Return and Exchange policy: [redacted]To our understanding there was no miscommunication, as you can see in the email correspondence enclosed, hence our surprise about this letter. As a very reputable company we have no reason to conduct misleading transactions and are willing to settle this situation by providing a discount on her next purchase.Thank you for the opportunity to explain as we accept responsibility where applicable. Sincerely,
I am not a competitor, I am a customer who relied on online reviews before purchasing the hair. It wasn't until receiving my hair that I questioned the validity of the reviews posted. It was then that I decided to look at every single other product on there website and it was then I realized that no review below 4 stars posted. I posted my review on the hair I received only to have it confirmed to me that the reviews online only paint the picture the company want. My review didn't make the Onyc cut which is very deceiving in my eyes, if the hair is so great why do you have to filter the reviews. I do not accept this response. I didn't follow up with the email after original two emails sent to the business because she basically said there is no way this hair is bad and you must have did something wrong and so what's the point if the owner says that. At this point I had moved on from it and threw that hair in the trash but this response is unacceptable and I will make sure my voice is heard.