Satin Strands

Initial Business Response /* (1000, 15, 2015/07/01) */
Hello
Satin Strands truly regrets that you had this experience as we strive to only have the best products on our shelves
I am the representative for Satin Strands and look forward to assisting you to get the desired resolution
Please contact me at XXX-XXX-XXXX or ***@sallybeauty.comMy name is *** ***I am generally in the office Monday through Friday a.mto p.mCentral Standard TimeWe will be closed Friday July 3rd, for the 4th of July holiday, returning Monday July 6thPlease contact me at your convenience
Again we sincerely apologize for this experience but we will definitely work hard to make it right
Sincerely
*** ***
Initial Consumer Rebuttal /* (3000, 18, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is asking me to contact them when they have my informationThis representative and others should be reachable through the "Customer Service" number on the back of the productWhen a company goes out of its way to make contact difficult for the customer, they have little pride in their productA proud product manufacturer has no reason to hide from their customers
Final Consumer Response /* (4200, 22, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This resolution is not satisfactoryYou apologize for my difficulty reaching customer service as if having to go through an entirely different entity to reach you is a mild annoyanceIt is a gross negligence of customer careI may have accepted your replacement of the extensions over the phone months ago, but I no longer have the desire to own your product, even for freeAlthough, it would not be for freeYou would be sending me the exact product I purchased months ago, but in, I assume, the condition I originally requiredI would like my money backThe product was defectiveYour timely response and disregard to your consumer has taken up quite a bit of my timeI have sense thrown your defective product in the trash along with any and all desire to ever own your product againPlease return my money and we can both end this unnecessarily tedious return processThank you
Final Business Response /* (4000, 24, 2015/07/30) */
***
As a consumer sincerely understand your frustration and understand no longer wanting to use Satin Strands productsI will get the process started of returning your money immediatelyI have options to refund your moneyThe first is a Sally Beauty Supply gift card(s)The gift card I can personally process and mail them todayThe gift cards can be used towards ANY purchases in the stores and they do not have an expiration date
The second option is a checkA check request would be sent to our accounts payable department immediately also but I am required to have an itemized receipt from this purchase (this is required for audit and tax purposes)in order to process the checkUnfortunately the check will also take 6-weeks to get to you once I have submitted the request and I have no control over making that process go any faster
Ma'am I am sincerely not trying to waste your timeThe very first day I received your information (which was either the end of June or July) I respondedI understand the hassle as a consumer but I always help my customers as quickly as possibleI was also out of the office for weeks recently due to being sickI promise, I try to help our customers to the best of my abilityWithout our customers we do not have a jobAlso, I know how I want to be treated as a consumber so I try to take care of my customers with the upmost respect and courtesyThe minute I found out about your complaint, I respondedAgain I realize that you shouldn't have had to go through all the channels and that is something I am working on changingI understand we all have busy lives and your time is precious
I will get the Sally Beauty customer service team to try and find the transaction information from your purchase also
Please let me know if you would prefer a check or a Sally Beauty gift cardUnfortunately though will not be possible if we cannont locate the receipt information
Again I am terribly sorry, we have never had an issue like this before
Regards
*** ***

HelloI have forwarded this complaint to our legal team as the customer mentioned hiring an attorney and is wanting further compensation besides the hair reimbursed. Thank you***