Sams Beauty Inc

Dear [redacted]                We apologize for the inconvenience of the situation.  All of our returns are processed and inspected by the returns department.  The returns department concluded that the item...

that you returned was removed from the package and not in original condition. In 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 undamaged. Returned merchandise will receive a minimum of 20% restocking fee, depending on the condition of the items.” Due to that reason a 20% restocking fee was applied to the item. When an item is returned and it has been removed from the package it is unable to be resold and the item is discarded.  If the original order qualified for free shipping or any special shipping promotions, the original shipping costs will be deducted.  In your order a shipping promotional discount was applied. When you returned the items the order no longer qualified for the discount. Therefore, the difference of the actual shipping costs and what you paid for shipping, $4.99, was subtracted from your refund.                  All of our customers agree to the shipping and return policy every time an order is placed. If you have any questions regarding our return policy, it is available to view under the customer service section on our site. Again, we truly apologize for the inconvenience this has caused. Sincerely, SamsBeauty.com

Dear Halima [redacted],           In our return policy, which you agreed to before you placed your order, it states, “Item(s) must be returned in original condition and in original packaging including all original tags, any paperwork, manuals or accessories. Returned item(s)...

must be unopened, unused, not tried on, unaltered, and undamaged.” We cannot resale any items that have been tried on due to hygienic purposes. When you submit a return request on our website, the returns departments will respond to you within 1-2 business days. Items cannot be returned without being approved by the returns department first. The returns department denied your return since you stated, “items were too big for my small head.” All of our policies are available on our website to view under the customer service section before any order is placed.  We sincerely apologize for the inconvenience our policy has caused you but unfortunately, we will not be able to process your return.Sincerely,SamsBeauty.com

Dear [redacted] We truly apologize for the inconvenience.  The returns department completes a thorough inspection of each and every item that is returned to us. When the returns department inspected the item you returned, they concluded the item was removed from the package. Therefore the 20% restocking fee was applied to the item. Your order qualified for the flat rate shipping of $4.99. When you returned the item, the order no longer qualified for the shipping promotion. Therefore, the $4.99 was subtracted from the actual shipping cost, $9.23, of your order. The difference of the shipping and the restocking fee added up to $8.84. The price of the item you returned was $22.99. With the fees deducted, the total is $14.15. That is the correct amount you received as a refund. As stated previously, all of our customers agree to the shipping and return policy every time an order is placed.  Our return policy is available to view under the customer service section on our site. Again, we apologize for the inconvenience of the situation. Sincerely, SamsBeauty.com

We apologize for the inconvenience of the situation. The items you wanted to return were not in original condition. Stated in our return policy; Items must be returned in original condition and in original packaging… Returned items must be unused, not tried on, unaltered, and undamaged. Due to that...

reason the return was denied. The customer was notified of this situation and was giving the option of having the items reshipped at her own cost or the items would be discarded within 5 days. If you have any additional questions regarding our return policy, it is available to view under the customer service section on our site. Again, we truly apologize for the inconvenience.

Dear Apryl [redacted],                Firstly, we would like to apologize for the negative experience you had with our customer service representative. Our mission is 110% customer and we will continue to improve until it has...

been reached. When you place an order using PayPal, the only information that transfers over to our system is the payment, which is why our checkout process asked for you to verify your shipping address before the order was placed. The package was shipped to the address you provided. Unfortunately, USPS was not able to deliver your package and it was returned back to our facility. Based on our return policy, return to sender packages have an automatic 10% restocking fee applied and shipping cost are non-refundable for customers that request a refund. If a reship is requested, you are responsible for the reshipment fee and this is due to USPS charging our account to return the package to our facility. We take care of that fee so customers only pay the shipping charge to have the package reshipped. If you have any questions regarding our policy it is available to view under the customer service section on our website. We sincerely apologize for the inconvenience.Sincerely,SamsBeauty.com

Complaint: [redacted]
I am rejecting this response because: The item was NEVER removed from the original packaging. When I saw it was the wrong color (thru the plastic) I DID NOT remove it! Even If you had subtracted the shipping fee of 4.99 - which you're lying about - the credited amount would have been higher than the one I received!
Sincerely,
[redacted]

According to our return policy, when a customer wants to return an item, they have to fill out the return form so that we're aware of who and where the return is from. We'd be more than happy to refund/return the items for the customer, but we have no record of the customer's return because she did...

not fill out the return form whilst returning her items. Regardless, we have a Sam's Beauty representative filling out a return form for the customer today on February 12th and we will process her return.

Dear Marlene H[redacted]  We apologize for the inconvenience. Our claims department that handles Lost Packages received paperwork from [redacted] on 11/14 stating your appeal was approved. A full refund of $35.93 for your order was processed on 11/15. Please note, refunds take 3-10 business to process and...

appear as a credit on your statement. We apologize for the inconvenience this situation has caused you. Sincerely,SamsBeauty.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Victoria [redacted]

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

We apologize for the inconvenience of the situation. Our mission is 110% customer service satisfaction and we do try our best to provide the best service to each individual customer. In able to process a payment through our system, the billing information that is provided has to match exactly with...

what the bank has in their system. When the order does not go through the system gives you an error message stating to double check the billing address and input the information the same way it is spelled on your bank statement. When customers attempt to place an order consecutively in a short amount of time, the system will make the customer wait 3 minutes before they can attempt to place the order again. When an attempt is made and it does not go through, the bank or financial institution puts a hold on the amount immediately. It is a preauthorization hold that reverses either immediately or within 24 to 48 hours since the funds will never be released to us. In a situation where the customer is experiencing a difficult time processing their credit card through our system we advise them to use PayPal as an alternative method.  We do have these situations occur on a daily basis and most holds are reversed by their bank either immediately or within the time frame given. Our company cannot put a hold on any amount that does not go through. The customer called on 4/6 and spoke to one of our customer service representatives whom informed the customer the reason why the order did not process. The customer then requested for the order to be processed over the phone and was informed by the representative of the preauthorization hold that occurs when an attempt is made and of all the information stated above.  When looking in our system, the customer attempted to place the order a total of 4 times and the customer states she has 3 holds on the account. This means 1 hold was already reversed back to the card the customer used. We also informed the customer to be aware of that time frame her bank takes to release a preauthorization hold.  The customer then requested to speak to a manager regarding this situation. When the customer spoke to the manager she was told the same information. We are not able to release the hold nor able to contact our customers’ bank or financial institution. The bank has to release that hold. We can fax a preauthorization release form to the bank so they are aware that the funds will not be released to us if the hold still appears on the card after 7 business days.  We truly apologize for the inconvenience this has caused the customer.

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

Dear [redacted],               We apologize for the inconvenience. Our payment processing system Authorize.net had an error with their processing platform that duplicated transactions on orders from September 22nd and 23rd....

This error not only affected us but all other companies that have Authorize.net as their payment processor. Since we did not capture the funds for these transactions, we are not able to refund the customer directly; Authorize.net would have to do the refunds/reversals. We contacted the company to have the duplicated transactions reversed and they stated that all the refunds were processed on October 21st and 22nd. The time frame they provided for the refunds to appear back on the customers’ account was from 3-10 business days.               Our mission is 110% customer service satisfaction and we apologize this was not the case for you. The representatives you spoke to before speaking to the supervisor tried to explain all the information they were provided of the incident, but you demanded a refund from us immediately. Our supervisor Tammy explained the same information to you.  This error was not from us but from our payment processor. We do understand it was an inconvenience for you, so we are willing to offer you a $5 off coupon on your next purchase. Since you already placed an order on October 25th, you will be able to use the coupon on your following purchase.  We have made the necessary actions in order for this situation to not happen again. We truly apologize for the inconvenience of the situation.Sincerely, SamsBeauty.com

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Kasiah P[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]the hair has been inspected by a licensed salon trained in removal of lice.

Revdex.com:
AAlthough the rude representative did not apoligize for being rude I guess you take what you can get from businesses like these. I did receive a private call this morning, but no one answers private numbers at least I dont. But it turned out to be Sams Beauty and they left a message in reference to the aforementioned resoultion. Thanks I guess. 
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Leslie E[redacted]

We apologize for the inconvenience of the situation. In a circumstance where our customer does not receive their package, it is considered a lost package case. When an order is shipped from our facility, it is out of our control and the responsibility passes on to the carrier. With any lost packages...

that are shipped with [redacted], the buyer has to open a lost package case with them.  When customers open a case they are provided a case number along with the resolution from [redacted]. Once this is done, then our claims department has to open up a claim with [redacted]. We then are contacted by [redacted] with the final resolution of the claim. These are the steps that have to be taken with any lost package.  The customer contacted us on May 14, with the case number [redacted] provided.  The claims department then opened a claim with [redacted] as part of our process with lost packages as stated above.  We have not received a resolution from [redacted] as the claim is still under review. However we did give the customer a one-time courtesy of a reshipment of the items. We will not be able to assist the customer if this becomes a lost package again due to it being reshipped to the same location.  The customer service manager contacted the customer on May 20th and left a voicemail with this information.  The claims department processed a reshipment for the customer today, May 24. The customer was emailed the order and shipping confirmation of this reshipment.  If you have any questions regarding our policies, they are able to view on our site. Again, we truly apologize for the inconvenience this has caused the customer.

Dear [redacted],                We truly apologize for the inconvenience.  Our processing time ranges from 1-7 business days. The average order does ship within 1-4 business days.  You placed this order on 9/2/16 at...

9:50 am, meaning your order began to process that same day. The last day for your order to ship would have been on 9/13/16 due to the Labor Day holiday on Monday.                The processing department informed the customer service center on 9/7/16 that one of the items was unavailable and should arrive at our facility on the 9/8/16. One of our customer service representatives contacted you as a courtesy on 9/7/16 to inform you of this situation. You were informed that your order should be ready to ship by 9/8 or 9/9. Unfortunately, the item became backordered from the manufacturer and the customer service center was not aware of this situation. You contacted us and changed the color of the item due to it being backordered with one of our customer service representatives on 9/12/16. The processing department processed your changes for your order and had your order ready to ship on 9/13/16.                You were requesting a price match and expedited shipping due to the inconvenience. Our customers have 7 days to submit a price match form on our site including Saturday and Sunday. In our price match policy it states: “Price match requests for an item you have already purchased must be submitted to within 7 days of purchase”. Due to the customer service center not being aware the item was on backordered, the supervisor, [redacted], was willing to award the price match. You demanded for your order to be expedited which was not awarded due us shipping your order within our processing time frame. The supervisor cancelled the order due to us being unsure if you still wanted to keep the order after denying our resolution. The funds are being returned back to your bank or [redacted] account. Refunds take 3-10 business days to process. All of our policies are stated on website under the customer service section for you to view. As you may know, all of our customers agree to the shipping and return policy when placing an order through our site. You have agreed to this policy when ordering from us in the past. We attempted to award your price match due to the inconvenience and you were not satisfied with this resolution. We do apologize for the inconvenience this situation  has caused.  Sincerely, SamsBeauty.com

Complaint: [redacted]
I am rejecting this response because:  I don't believe it was dramaged in transit.  So what you are saying is the truck ride unwrapped half of the plastic and broke the item.  Seriously???? Regardless of how it got damaged you owe me another one because I already spent the money required to get it free. Now you are telling me I have to spend more money with an untrustworthy company to get the free item you already owe me????  I have never dealt with a company who does that, this is poor customer service and reflects badly on your company. 
Sincerely,
Natasha C[redacted] is nothing right about your response. A