The Show Pen

We have been in communication with this customer both via e-mail and telephoneThe customer purchased this extension from us in September 2014.? At the end of July she contacted us via e-mail and indicated that the extension was losing hair? I responded to the customer to return the extension back to us and that we had a couple of things we could do.? If she needed the extension quickly to use for the remainder of the show season, we could overstitch the extension so that is would not continue to lose hair.? I also offered the option of returning the extension back to the manufacturer to have any lost hair added back in as we do not have the ability to do this.? At that time, I informed the customer that this was a lengthy process as the manufacturer is oversees.? The customer indicated that she would like the extension returned and the hair added back in Upon receiving the extension back we discovered that the extension was not shedding hair but rather had lost a chunk of hair from one spot.? In most cases the cause of this type of hair loss is due to the horse stepping on the extension and damaging it.? In order to be compliant to breed regulations these extensions are made of natural horse hair and are not able to sustain this type of trauma.? This particular style of extension is worn dragging the ground, similar to a brides train, and can easily be stepped on if the horse owner and handler are not vigilant.? ? We pride ourselves on giving our customers great service so despite the fact that this product was used for nearly a year, it is our policy not to dispute when the customer claims that the extension just suddenly started losing hair, rather we simply repair or replace the extension at our cost in order to keep the customer happy.? As is our policy, we sent this customer’s extension to the manufacture to be repairedThe repaired extension was supposed to be included in our hair shipment that we received in November however it was not.? We contacted the manufacture and were told that the repair was not completed and that the extension would be sent with our next shipment.? We have relayed this information to the customer and will send the customer her repaired extension as soon as we have it.? We have not received a shipment date for our next order yet but we are hoping to have it in January.?

I'm sorry to message outside of my Revdex.com claim, but I have heard from the business, and I felt it necessary to let you know.I notified the business of the problems with the newly arrived tailThey responded, asking me to return the tail for a full refundThat email exchange is attached.I mailed the tail to The Show Pen 2/5/via USPS - tracking # [redacted] **I will let you know once a refund is received

In nearly years of business, this is the first customer complaint we have ever received concerning a gaited style extension losing an excessive amount of hair.? There have been a handful of the stock breed style extensions that we have sent back to the manufacturer to have hair replaced, in most cases due to the horse stepping on them and of those, we have never had a single customer indicate that an extension was losing excessive hair immediately after the repairAlthough admittedly, I am not aware of any customers separating the hairs individually in their hands and trying to pull them out of the extension as this customer claims to have done.? This product is natural horse tail hair, not high tensile steel and just as we lose a few of our own hairs from daily activities like washing, brushing braiding etc, so too will these extensions loose a few hairs as they are used, washed, brushed, and braided.? We are deeply concerned that this customer will never be happy with this product and that each hair lost will set off a new series of complaints.? Therefore we have instructed the customer to return the extension to us.? The product was purchased in September and used for nearly year complaint free.? ? However despite this, we are issuing a refund for the full purchase price of the product.? We consider this matter now closed?

We have been in communication with this customer both via e-mail and telephoneThe customer purchased this extension from us in September 2014. At the end of July she contacted us via e-mail and indicated that the extension was losing hair I responded to the customer to return the
extension back to us and that we had a couple of things we could do. If she needed the extension quickly to use for the remainder of the show season, we could overstitch the extension so that is would not continue to lose hair. I also offered the option of returning the extension back to the manufacturer to have any lost hair added back in as we do not have the ability to do this. At that time, I informed the customer that this was a lengthy process as the manufacturer is oversees. The customer indicated that she would like the extension returned and the hair added back inUpon receiving the extension back we discovered that the extension was not shedding hair but rather had lost a chunk of hair from one spot. In most cases the cause of this type of hair loss is due to the horse stepping on the extension and damaging it. In order to be compliant to breed regulations these extensions are made of natural horse hair and are not able to sustain this type of trauma. This particular style of extension is worn dragging the ground, similar to a brides train, and can easily be stepped on if the horse owner and handler are not vigilant. We pride ourselves on giving our customers great service so despite the fact that this product was used for nearly a year, it is our policy not to dispute when the customer claims that the extension just suddenly started losing hair, rather we simply repair or replace the extension at our cost in order to keep the customer happy. As is our policy, we sent this customer’s extension to the manufacture to be repairedThe repaired extension was supposed to be included in our hair shipment that we received in November however it was not. We contacted the manufacture and were told that the repair was not completed and that the extension would be sent with our next shipment. We have relayed this information to the customer and will send the customer her repaired extension as soon as we have it. We have not received a shipment date for our next order yet but we are hoping to have it in January

We have been in communication with this customer both via e-mail and telephoneThe customer purchased this extension from us in September 2014. At the end of July she contacted us via e-mail and indicated that the extension was losing hair I responded to the customer to return the
extension back to us and that we had a couple of things we could do. If she needed the extension quickly to use for the remainder of the show season, we could overstitch the extension so that is would not continue to lose hair. I also offered the option of returning the extension back to the manufacturer to have any lost hair added back in as we do not have the ability to do this. At that time, I informed the customer that this was a lengthy process as the manufacturer is oversees. The customer indicated that she would like the extension returned and the hair added back in Upon receiving the extension back we discovered that the extension was not shedding hair but rather had lost a chunk of hair from one spot. In most cases the cause of this type of hair loss is due to the horse stepping on the extension and damaging it. In order to be compliant to breed regulations these extensions are made of natural horse hair and are not able to sustain this type of trauma. This particular style of extension is worn dragging the ground, similar to a brides train, and can easily be stepped on if the horse owner and handler are not vigilant. We pride ourselves on giving our customers great service so despite the fact that this product was used for nearly a year, it is our policy not to dispute when the customer claims that the extension just suddenly started losing hair, rather we simply repair or replace the extension at our cost in order to keep the customer happy. As is our policy, we sent this customer’s extension to the manufacture to be repairedThe repaired extension was supposed to be included in our hair shipment that we received in November however it was not. We contacted the manufacture and were told that the repair was not completed and that the extension would be sent with our next shipment. We have relayed this information to the customer and will send the customer her repaired extension as soon as we have it. We have not received a shipment date for our next order yet but we are hoping to have it in January.

I'm sorry to message outside of my Revdex.com claim, but I have heard from the business, and I felt it necessary to let you know.I notified the business of the problems with the newly arrived tailThey responded, asking me to return the tail for a full refundThat email exchange is attached.I mailed the tail to The Show Pen 2/5/via USPS - tracking # *** *** *** *** *** **I will let you know once a refund is received

I'm sorry to message outside of my Revdex.com claim, but I have heard from the business, and I felt it necessary to let you know.I notified the business of the problems with the newly arrived tailThey responded, asking me to return the tail for a full refundThat email exchange is attached.I mailed the tail to The Show Pen 2/5/via USPS - tracking # *** *** *** *** *** **I will let you know once a refund is received

In nearly years of business, this is the first customer
complaint we have ever received concerning a gaited style extension losing an
excessive amount of hair. There have
been a handful of the stock breed style extensions that we have sent back to
the manufacturer to have hair replaced, in most cases due to the horse stepping
on them and of those, we have never had a single customer indicate that an
extension was losing excessive hair immediately after the repairAlthough
admittedly, I am not aware of any customers separating the hairs individually
in their hands and trying to pull them out of the extension as this customer
claims to have done.
This product is natural horse tail hair, not high tensile
steel and just as we lose a few of our own hairs from daily activities like
washing, brushing braiding etc, so too will these extensions loose a few hairs
as they are used, washed, brushed, and braided.
We are deeply concerned that this customer will never be
happy with this product and that each hair lost will set off a new series of
complaints. Therefore we have instructed
the customer to return the extension to us.
The product was purchased in September and used for nearly year
complaint free. However despite this, we are issuing a refund
for the full purchase price of the product.
We consider this matter now closed

In nearly years of business, this is the first customer
complaint we have ever received concerning a gaited style extension losing an
excessive amount of hair.? There have
been a handful of the stock breed style extensions that we have sent back to
the manufacturer to have hair replaced, in most cases due to the horse stepping
on them and of those, we have never had a single customer indicate that an
extension was losing excessive hair immediately after the repairAlthough
admittedly, I am not aware of any customers separating the hairs individually
in their hands and trying to pull them out of the extension as this customer
claims to have done.?
This product is natural horse tail hair, not high tensile
steel and just as we lose a few of our own hairs from daily activities like
washing, brushing braiding etc, so too will these extensions loose a few hairs
as they are used, washed, brushed, and braided.?
We are deeply concerned that this customer will never be
happy with this product and that each hair lost will set off a new series of
complaints.? Therefore we have instructed
the customer to return the extension to us.?
The product was purchased in September and used for nearly year
complaint free.? ? However despite this, we are issuing a refund
for the full purchase price of the product.?
We consider this matter now closed?