Queen Virgin Remy DC

July 24, 2014
**. [redacted] came into Queen Virgin Remy DC on Friday, June 13, 2014. She stated that she had purchased some hair from for her daughter on June 1, 2014, Her Daughter still had the hair in when they came into the store. At the time of the purchase she was verbally given...

instructions on how to properly car for the hair, included in her bag with the hair were written instruction to accompany the hair with instructions on hows to maintain the hair.[redacted]. [redacted] did not follow the instructions given to her.I ([redacted]) spoke with her regarding her hair issue. **. [redacted] and I came to a verbal agreement that we would give her a store credit in the amount of $159.00 toward a future purchase. **. [redacted] verbally agreed to accept the store credit.I sent a follow up e-mail to **. [redacted] on June 13, 2014. The e-mail stated that we were giving her a $159.00 store credit as we both had agreed upon earlier that day.**. [redacted] sent a subsequent e-mail breaching that agreement stating that she no longer wanted a store credit.Our store has a no refund/No exchange policy because of the nature of our products,(human hair extensions). **. [redacted] was fully aware of this policy at the time she made the purchase.

Review: I visited the store to purchase hair for my daughter for her birthday. I was in the store about thirty minutes discussing hair options with the representative. I questioned the rep about the validity of the hair being Genuine [redacted] hair because the texture was not as soft as the hair I normally purchase from another company,and was assured that it was, so I decided on [redacted] wavy hair. I purchased three bundles and my total was $159.00. I was instructed to co-wash the hair with orrs conditioner to rehydrate the hair.I had the hair installed in my daughters hair the same day. The following day after one wear the hair was dry and tangled, it was frizzy and unmanageable! I co- washed the hair as instructed and the hair tangled severely! It took almost and hour to get the tangles out. After all that the hair did the same thing the following day! At which time I contacted the company via email and left a bad review of the hair.I was told to contact the manager of the DC office [redacted], it turns out the managers name was [redacted]! I spoke with [redacted] via phone informing her of the issue, and was instructed to come back to the store to show her the state of the hair. I took my daughter to the store that afternoon after going to a credible store purchasing 2 bundles of the same hair which I supposedly had previously purchased from queen virgin, so that we could do a comparison of the quality of their hair.I was told that their had been numerous complaints on the [redacted] hair and that they sent it back to the distributer, however they did not contact the customers who purchased the supposedly defective hair, even though they get customers contact information at the time of purchase!! I was offered a credit towards the purchase of hair within the store, however after this experience, and reading the numerous negative reviews of this company for the same issues, I would like my money refunded.Bottom line the company is using false advertisement! They are not selling an authentic product!Desired Settlement: I would like my money refunded! I purchased three bundles and only used two, the third bundle was given back to the company to supposedly send to the distributer, in addition the two bundles I purchased from the company was actually synthetic hair passed off as authentic [redacted] Hair! I had to purchase hair from another company and pay to have the hair re-install because of queen virgin selling a faulty product, costing me almost a thousand dollars! I want a refund!

Business

Response:

July 24, 2014**. [redacted] came into Queen Virgin Remy DC on Friday, June 13, 2014. She stated that she had purchased some hair from for her daughter on June 1, 2014, Her Daughter still had the hair in when they came into the store. At the time of the purchase she was verbally given instructions on how to properly car for the hair, included in her bag with the hair were written instruction to accompany the hair with instructions on hows to maintain the hair.[redacted] did not follow the instructions given to her.I ([redacted]) spoke with her regarding her hair issue. **. [redacted] and I came to a verbal agreement that we would give her a store credit in the amount of $159.00 toward a future purchase. **. [redacted] verbally agreed to accept the store credit.I sent a follow up e-mail to **. [redacted] on June 13, 2014. The e-mail stated that we were giving her a $159.00 store credit as we both had agreed upon earlier that day.**. [redacted] sent a subsequent e-mail breaching that agreement stating that she no longer wanted a store credit.Our store has a no refund/No exchange policy because of the nature of our products,(human hair extensions). **. [redacted] was fully aware of this policy at the time she made the purchase.