Sams Beauty Inc

We apologize for the inconvenience of the situationOne of the items the customer returned was removed from the package and not in original conditionIn our policy it states, “Items must be returned in original condition and in original packaging … Returned items must be unused, not tried on,
unaltered, and undamagedReturned merchandise will receive a minimum of 20% restocking fee, depending on the condition of the items”Due to that reason a 20% restocking was applied to the itemWhen an item is returned and it has been removed from the package it is unable to be resold and the item is discardedThe second item the customer returned was in original condition therefore no restocking fee was appliedCustomers are responsible for the postage back when returning an item and original shipping fees are nonrefundableIf the original order qualified for free shipping, the original shipping costs will be deductedAll of our customers agree to the shipping and return policy every time an order is placedIf you have any questions regarding our return policy, it is available to view under the customer service section on our siteAgain, we truly apologize for the inconvenience this has caused the customer

Dear Natasha C*** All items leave from our facility in brand new conditionWe are unable to control how the package is cared for once it leaves our facilityWe do apologize that your free item was damaged but are glad to know all the items you paid for were received without a problemAs stated previously, due to the item being a free gift, we are unable to ship it separatelyWe are offering to add it on to your next purchase as a resolutionWe apologize for the inconvenience but we are unable to grant your request Sincerely, SamsBeauty.Com

We apologize for the inconvenience of the situation The claims department requested photos of the item in order to open up a defective item claimWhen photos for a claim are received they are reviewed by the claims departmentIt was determined that the photos did not show any defects or
excessive sheddingDue to that reason the claim was deniedWe receive all of our items directly from the manufacturerThe customer then requested a return authorization number that was approved and was provided to the customer by the returns department on 3/30/Once the return authorization number is provided to the customer they are able to ship the item(s) to usThe returns department is allowed 3-business days from the date we receive the package to process the return inspectionAfter the return has been processed the customer will receive either a refund or store credit, whichever was selected when filling out the return formIf you any questions regarding our return policy it is available to view under the customer service section on our siteAgainwe apologize for the inconvenience this has caused the customer

We're aware that there was a promo code that included a free gift for orders over $and we're really apologetic about the fact that there was a system error on our end that did not, for some reason, include the free giftOn our website, our company policy states, "Prices and availability of
products and services are subject to change without prior noticeErrors will be corrected where discoveredSamsBeauty reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions." As a company we tried to do what we could to honor the free gift offer by stating that we would include it in the next purchase, however much that purchase would beHowever, we cannot ship free offers for free to the customer. We sincerely apologize for the system error on our end and we're making corrections to it to make sure it does not happen again

Dear Leslie E*** We apologize for the inconvenience this situation has caused youOnce the package leaves our facility, the responsibility of the package falls upon the buyer and the carrier as stated on our shipping policyAs you requested, the customer service manager contacted you back that
same day and informed you, she we will be contacting *** regarding the issue and a resolution will be provided to you on MondayUnfortunately, our phone system was down Monday, Tuesday, and part of WednesdayThe customer service manager contacted you today 10/19/to inform you of the resolution*** took responsibility of their error and we will now be able to process a full refund for your purchasePlease note, refunds can take 3-business to process and post into your account. Again, we apologize for the inconvenience. Sincerely,SamsBeauty.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Marlene H***

Dear Antoinette *** We apologize for the inconvenienceYou attempted to process the payment for your order on November 14th with your credit card and it did not go throughThe reason the payment did not go
through was due to the billing address not matching with what your bank has on fileWhen an attempt is made on our website, it leaves a pre-authorization pending charge on the accountThis may appear as debited but it is not completedWe will not capture the funds for this pending chargeThe pending charge will release back to your account normally within to hours depending on how long the bank takes to release a holdOn November 15th, you placed your order through PayPal and the payment processed through successfullyYou should only see one charge of $on your accountIf you still see the pending charge on your bank account, please contact your bank institution to see how long they take for pre-authorization charges to release and wait that time frame. We do apologize for the inconvenience this has caused you Sincerely,SamsBeauty.com

Dear Kayla ***, We apologize sincerely for the inconvenience. Your package was shipped on Wednesday February 1, Unfortunately, the tracking information has not updated on your package due to an error with the shipping carrierOur claims department has investigated this issue and is
able to provide you with a full refund of $Refunds take 3-business day to process and post into your account Again, we apologize for the inconvenience this has causedSincerely, SamsBeauty.com

Dear Kasiah P*** We apologize for the inconvenience of the situationOn August 15th we received an email from you stating you had not received your package yetOur claims department responded to that email
and stated a lost package case will be open with *** to see if they are able to locate the packageOn August 25th, *** contact you and stated the package was found and you requested a re delivery for your package meaning you still wanted the itemsYour tracking information *** through ***, reflects this informationThat same day you contacted us and stated you would like a refund for your package but *** had already contacted you informing you the package was foundOn August 30th a representative contacted you and informed you of this situationYou had requested a refund for your package so instead of having scheduled a re delivery, since you no longer wanted the items and wanted a refund, you had to tell *** to return it to senderIn this claim you are stating that *** never had your packageIn able for us to assist you further, you have to contact *** customer service and make your package a return to sender packageOnce the package arrives at our facility, we will process a full refund for you. We do apologize for this situation Sincerely, SamsBeauty.com

We settled this matter through Email by sending the customer a prepaid label to ship the item back for an exchange or a refund

Dear *** ***We apologize for the inconvenienceOur processing time for orders is between 1-business days minimumAll orders placed before 1pm CST Monday through Friday begin to process that same dayYour order was placed on April 9th at 11:pm after our processing time so it began to
process the next business dayWe processed and shipped your order within two business days on April 11thThe tracking information for your package states it was delivered on April 13th. We apologize for any confusion regarding our processing time frame for an orderThis information is provided to you on our shipping policy that you agreed to when the order was placedIf you have any questions regarding the policy, it is available to view under the customer service section on our websiteAgain, we apologize for the inconvenience this may have caused Sincerely, SamsBeauty

Complaint: ***
I am rejecting this response because:yes I understand that those are your policies but they make no sense whatsoever because how else will a client know if the Wig fits them or not without trying it on???and that’s why I said before that your company’s policy does not make sense.You need to take into consideration of a clients right to try on watever they have purchased.And the wigs sti have their tags on,,brand new as ever.I shipped them back to you that I may receive my full refund.I got into this business in good faith but you guys have treated me poorly and I need my refund and apology from you guys for putting me through a lot of stress.And you may consider changing some of your policies or they could cause you to lose some clients overtime.Am done doing business with you.Best regards and Have a Prosperous New Year
Sincerely,
Halima ***

Dear *** *** We apologize for the inconvenience The claims department has already come to a conclusion regarding your claimThe claim has been deniedIn the comments of your *** claim you stated, “I took it to a stylist today and she says it is clearly lice”The customer never claimed she took the wig to a lice specialist to have it inspected until nowIf that is the case, we would need the stylist credentials stating she is a licensed trained professional in lice removal. Again, we apologize for the inconvenience of the situationSincerely,SamsBeauty.com

Dear Andrea H*** You contacted us on the 18th regarding receiving the incorrect item and you were informed to send photos for a wrong item claim to be openedThe representative informed you it may take 1-business days for your claim to concludeOur claims department responded to you
today, 1/22/We have sent you a prepaid label via email so you can return the wrong itemPlease review the claims department response to the see the full resolution for your case and further instructions on how to returnWe have assisted you and provided you with a resolutionWe sincerely apologize for the inconvenience this has caused. Sincerely,SamsBeauty.com

Dear G*** B*** We apologize for the inconvenience of this situationOn July 10th, the returns department denied your return due to the following being stated on your return request, “Wigs were too big for my head and didn't
look good on me.” You agreed to our return policy before the order was placed and in our policy it states, “Item(s) must be returned in original condition and in original packaging including all original tags, any paperwork, manuals or accessoriesReturned item(s) must be unused, not tried on, unaltered, and undamaged.” Your return requested stated the wigs were too big for your head therefore the returns department concluded the items were tried on and were unable to be returnedOnce a return request has been denied, the returns department will automatically deny any new request, so we do apologize for that confusion On Saturday July 15th you contacted customer service regarding your return request being denied and stated that only one item was not in original condition but the rest wereThe representative sent a request directly to the returns department to see if they would be able to accept you returnThe following Monday the returns department stated that they were unable to approve another return request since it had been denied alreadyTherefore, you did not receive a return numberThey also stated that you are able to return the items at your own risk, since they cannot physically restrict any customer from doing soThe representative that informed you of this, on July 17th, also informed you that if any of the items that you return are not in brand new condition as they were sent, they will be refused and if the items are in brand new condition the returns department will not have any issue with processing your return The return was inspected by the returns department on July 21st and concluded that out of the five items that you returned only two were in brand new conditionThe returns department processed the return for the brand new items as promisedYou were informed by our representative that the items that were not in brand new condition were being refused. We are able to provide photos of the items received next to the same item in brand new condition so you can see how the items were sent to you viruses how we received them. We do apologize for the inconvenience but we are unable to process your returnOur representatives made sure you were aware of our policy before you decided to return the itemsIf you have any questions regarding our return policy, it is available to view under the customer service section on our siteAgain, we apologize for the inconvenience of this situation Sincerely, SamsBeauty.com

Complaint: ***
I am rejecting this response because: I also have photos of the wigs prior to my returning the items because I had a feeling you all would try to deny my return request on brand new itemsI have shopped with Samsbeauty.com for many years, this is an absolute outrage and egregious actions in regards to the treatment of loyal customersI have read multiple reviews on *** ***, and even here on the Revdex.com website about the so-called "inspection" of items and denying returnsI will continue to express my dissatisfaction on multiple sites and urge other consumers not to do business with this companySamsbeauty.com will not receive another dime from me!
Sincerely,
G*** E***-b***

Dear *** *** We sincerely apologize for the inconvenience of the situation. If one our customers claim for an item to be defective or damaged, photos are requestedOnce photos are submitted and
received, a damaged item case is openedOur claims department completes a thorough inspection of the photos that are received for all casesYou contacted us and spoke to a customer service representative on July 7th and claimed that one of the wigs you order had lice nitsOur customer service representative advised you to send photos of the itemThe photos were sent and received that same dayThe claims department concluded the photos showed no sign of lice nits on the wig after completing a thorough inspection of the photosThe unit you are claiming to have lice is an unprocessed human hair wigThe hair for the wig comes directly from the donor and is inspected before producing the itemThese wigs are directly from the manufactureThe wigs go through a thorough inspection before being shipped to the retailer, usWe apologize for the inconvenience this may have causedSincerely, SamsBeauty.com

We apologize for the inconvenience of the situationDue to a high call volume, we try to assist all customers as quickly and as accurately as possibleIf a voicemail or email is submitted we will contact back within one business dayYour order was placed over the weekend and we do not process any
orders or requests during that time, only business daysOn Monday 2/29/your PriceMatch requested was reviewedIt was approved for two items but denied for oneStated in our policy is: The item has to be available on the competitor’s website to view in order for it to be approvedDue to that reason only out of the were approvedIf you have any other questions regarding the policy, it is available to view under the customer service section on our siteAgain, we do apologize for the inconvenience

Dear [redacted], Your order was ready to ship by 9/13/16, the 7th business day for your order. You demanded for your order to be expedited due a representative stating your order should be ready to ship by 9/8 or 9/9. Due an item being on back order, your order did not ship on those dates. Due to this inconvenience [redacted] was willing to award your price match.  Your demand for expedited shipping was denied due to us being able to ship your order within our processing time frame. Our customer service representatives are not allowed to authorize a shipping method change without it being approved by a supervisor. The supervisor, [redacted], was not available at the time of your call and would not have been able to approve that request. Our resolution for this inconvenience was to award the price match, regardless of our policy, and deny you’re request for expedited shipping. The supervisor cancelled the order due to us being unsure if you still wanted to keep the order after denying our resolution. This order has been cancelled and the funds have been returned to your [redacted] account. We do apologize for the inconvenience this situation has caused.   Sincerely, SamsBeauty.com

Dear [redacted] Your refund of $49.97 has been processed and should appear on your [redacted] account within 3-7 business days or sooner. We apologize for the inconvenience this situation has caused.  Sincerely, Samsbeauty.com .