The Vanity Box

To whom it may concern: our records indicate that [redacted] purchase was refunded prior to receiving this formal complaintOur phone records also indicate that [redacted] contacted our toll free number outside of business hours which explains why a representative was not able to answer the phoneAdditional phone records also indicate that [redacted] did indeed get a chance to speak with a representative regarding the transaction this afternoon

We are sorry to hear that [redacted] is not pleased with the product received from The Vanity BoxAs with all matters related to the product that reach in store management, I was made aware of the situation in advance by the store [redacted] at our Queens locationThe Vanity Box has policies and procedures in place to ensure that our customers do in fact receive the best quality productHere are a few details in regard to her purchase that I hope will help you to understand our policiesAll customers are allowed to view the specific bundles for purchase prior to the saleIn fact, our policy is that we present the product before purchase to ensure that our customers are pleased and happy with the bundles they receive before we even begin a sales transactionAs our product is a specialty product, all sales associates must note specific maintenance guidelines that give customers information on how to best care for their hair after installationAll customers are encouraged by sales associates to visit our website [redacted] to view these guidelines in detailIn fact, a flyer is provided with all purchases that notes the URL to visit for our full maintenance guidelines.The odor that [redacted] may have experienced is due to a quality assurance process that is completed to ensure that hair is clean and free from any bacteriaAfter one wash, if there is a slight odor, that smell is removedIt is rarity that the smell continues after one washAs [redacted] has purchased regularly from other companies, if there was an unrecognizable “unbearable” smell, she had the option to not purchase (see above)If she had brought the hair back to the location, our management team would have been more than happy to assist in finding a remedy if the odor was due the quality assurance processIn regard to the shedding [redacted] experienced, all staff is trained and tested regularly to inform our customers to not cut the wefts of their hair bundlesAs our hair is human, some shedding is natural, but if you cut the weft that the hair is sewn onto, you will experience much more shedding than if it is not cutWere the wefts cut?A full exchange of hair that has already been installed and altered is against company policy as once it has been altered; we are unable to re-sell the hairOur staff always goes above and beyond to ensure that our customers receive the best quality hair extensions so if [redacted] has in fact uninstalled the hair and is willing to return to the location so that our management staff can look at the hair, we would be more than happy to Perform a “courtesy wash” to remove the order Look at the wefts to determine what may be causing the shedding if the wefts have not been cutIf they have been cut, there is nothing we can doAfter that, our management team will recommend a resolution regarding a refund

To whom it may concern:our records indicate that [redacted] purchase was refunded prior to receiving this formal complaintOur phone records also indicate that [redacted] contacted our toll free number outside of business hours which explains why a representative was not able to answer the phoneAdditional phone records also indicate that [redacted] did indeed get a chance to speak with a representative regarding the transaction this afternoon

Revdex.com:At this time, I have not been contacted by The Vanity Box regarding complaint ID ***.Sincerely,*** ***

Revdex.com:At this time, I have not been contacted by The Vanity Box regarding complaint ID ***.Sincerely,
*** ***

Revdex.com:At this time, I have not been contacted by The Vanity Box regarding complaint ID ***This is sad, at the very least the The Vanity Box could have reach out to meBuying virgin is supposed to be an investment and not a rip
offI am at a loss of about $I want my money back or top of the line product.Sincerely,*** ***

Revdex.com:At this time, I have not been contacted by The Vanity Box regarding complaint ID ***.Sincerely,
*** ***

We are sorry to hear that *** *** is not pleased with the product received from The Vanity BoxAs with all matters related to the product that reach in store management, I was made aware of the situation in advance by the ***
*** at our *** location, ***The Vanity Box has policies and procedures in place to ensure that our customers do in fact receive the best quality productHere are a few details in regard to her purchase that I hope will help you to understand our policies
All customers are allowed to view the specific bundles for purchase prior to the saleIn fact, our policy is that we present the product before purchase to ensure that our customers are pleased and happy with the bundles they receive before we even begin a sales transaction
As our product is a speciality product, all sales associates must note specific maintenance guidelines that give customers information on how to best care for their hair after installationAll customers are encouraged by sales associates to visit our website *** to view these guidelines in detailIn fact, a flyer is provided with all purchases that notes the URL to visit for our full maintenance guidelines
The odor that *** *** may have experienced is due to a quality assurance process that is completed to ensure that hair is clean and free from any bacteriaWe are glad that *** *** washed her hair prior to the installation which we recommend for all customersWe also encourage all customers to use a shampoo and conditioner that is free of alcohol or parabensThus it is untrue that any associate would tell a customer to use "sweet smelling hair products" or "perfumes" because most hair care products and perfumes contain alcoholFurthermore, as our hair is virgin (human) hair, using vinegar or fabric softener to remove the smell is not a good solutionThe rule of thumb is that if you wouldn't use the product on your own natural hair, it shouldn't be used on your virgin bundles used for weaves
After a week of wearing hair that had been installed and cut, ** *** contacted our ** location not to request a refund but a full exchangeAn exchange of hair that has already been installed and altered is against company policy as once it has been altered, we are unable to re-sell the hairIn fact at the time ** *** spoke with ***, she noted "I love your hair, I have no complaints it's awesome and good hairMy only issue is the smell." As we have never experienced complaints of order after several washes from any of our customers, we offered to wash and condition *** ***'s hair as a courtesy as we were certain that the smell could be removed and it was
At the time ** *** dropped off her hair so that our staff could do a courtesy wash for her, she was informed that we were in the process of moving our ** store to a different locationShe was told she would need to pick up the hair the weekend prior to the move to ensure that there would not be any problems with pickup However, ** *** told *** that she would be unable to do so due to her scheduleThis is the reason that ** *** was unable to pick up her hair on the *** as our store was closed to prepare for the move
When ** *** finally came to pick up her hair, she was still not pleased and began to insult *** with things we will not repeat hereShe even went so far as to make threats and refused to leave our storeThis is why the police were called as any threats against any Vanity Box staff member will not be toleratedWhen the police arrived both ** *** and *** were able to tell their side of the story and the police sided with The Vanity Box as *** was following our company policies** *** was then escorted from the property
We wish that things had not escalated to this level and that ** *** would have taken the route of mediation prior to behaving so unprofessionally in our storeWe believe that we resolved the problem of the odor and went above and beyond for her as we do with all our customers

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[[By the way, thank you for finally replying to my complaint. Yes, i was able to view the hair before purchase and yes it was fine when I purchased, but like I said in my previous complaint the hair started to smell after I submerged it in water and when it dried thats when the smell was at its peak. 
Yes, at the time of purchase your staff was helpful ([redacted]) and she did answer all questions I had about the hair that I purchased.
I understand about the hair going thru some type of chemical process to insure the hair is rid of whatever. But if thats the case wouldn't all vendors selling these type of hair use the same thing to manage or care the hair for further distributions to companies like yours? I've purchase bundle hair from other vendors and I have never experienced a smell like the one from the vanity hair. When I spoke with [redacted] on September [redacted], and explained to him the problem I was having and he did say exactly what you said about the chemical they use for protection on the hair and he aslo said to keep the hair in for 1 week and to wash my hair with shampoo and conditioner that are sweet or smells good and the scent will go away. As per [redacted] and what he told the police on Sept. [redacted], that all conversations are recorded, so please refer to you're recording for proof that this was told to me by [redacted] and all other conversations we had on Sept. [redacted]  via telephone, I also have my telephone logs for proof also. 
After trying what [redacted] suggested and it not working, I turned to [redacted] to do further research on smelly weaves and I tried some of the ideas that was sr that are sweet or smells good and the scent will go away. As per [redacted] and what he told the police on Sept. [redacted], that all conversations are recorded, so please refer to you're recording for proof that this was told to me by [redacted] and all other conversations we had on Sept. [redacted]  via telephone, I also have my telephone logs for proof also. 
After trying what [redacted] suggested and it not working, I turned to [redacted] to do further research on smelly weaves and I tried some of the ideas that was suggested by [redacted] (vinegar and downy). 
After having the hair in for 4 days, I contacted [redacted] again and after going back and fourth about the hair he claims customer service said they couldn't help me but they will wash and condition the hair and that he guarantees that the smell would go away. Ok so I dropped the hair off on Wednesday Sept. [redacted]. I was told by [redacted] to pick the hair up on Monday Sept. [redacted]. I called the vanity box on sunday Sept. [redacted] to make sure the hair was ready for pick up but no answer. I called on monday Sept. [redacted] and still no answer. So I decided to call the vanity box [redacted] and spoke to the [redacted]. She informed me that the store had relocated to a new location not to far from the old. She also reached out to [redacted] to see when my hair would be available for pick up. [redacted] called me back and said that [redacted] said to pick my hair up on Wednesday Sept. [redacted]. Once again I have all call logs for proof and hopefully [redacted] was right about the recording so you can hear for yourself.
Yes, I do like the hair, but I hate the smell. All I wanted to do was exchange the hair for new hair. Like you said no one has ever complained about the smell of the hair, so obviously I was given a bad batch. On the receipt given to me at the time of purchase says  "ALL SALES FINAL. NO CASH REFUNDS". No where on this receipts says no exchange.
Just like you said you can't re-sell the hair because it;s already altered. I can't wear the hair because it stinks.
When I came to pick up my hair on Sept. [redacted], I was not satisfied because the hair still smelled like corn chips. As far as me insulting [redacted], that never happened, Yes we were raising voices but no disrespect between either. Yes, it was rude when he told me to take my hair and leave the store and I told him I wasn't going anywhere until something was done and thats when he threaten to call the police and he claimed he did so I did also.
As far as me trying to mediated, if someone from customer service would have reached out to me after sending 4 emails, then maybe this issue would of been resolved and me not reporting the vanity box to the Revdex.com. I have proof of those emails also.
  In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] 
Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by The Vanity Box regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:At this time, I have not been contacted by The Vanity Box regarding complaint ID [redacted]. This is sad, at the very least the The Vanity Box could have reach out to me. Buying virgin is supposed to be an investment and not a rip off. I am at a loss of about $330. I want...

my money back or top of the line product.Sincerely,[redacted]

We are sorry to hear that [redacted] is not pleased with the product received from The Vanity Box. As with all matters related to the product that reach in store management, I was made aware of the situation in advance by the store [redacted] at our Queens location. The Vanity Box...

has policies and procedures in place to ensure that our customers do in fact receive the best quality product. Here are a few details in regard to her purchase that I hope will help you to understand our policies.1. All customers are allowed to view the specific bundles for purchase prior to the sale. In fact, our policy is that we present the product before purchase to ensure that our customers are pleased and happy with the bundles they receive before we even begin a sales transaction.2. As our product is a specialty product, all sales associates must note specific maintenance guidelines that give customers information on how to best care for their hair after installation. All customers are encouraged by sales associates to visit our website [redacted] to view these guidelines in detail. In fact, a flyer is provided with all purchases that notes the URL to visit for our full maintenance guidelines.The odor that [redacted] may have experienced is due to a quality assurance process that is completed to ensure that hair is clean and free from any bacteria. After one wash, if there is a slight odor, that smell is removed. It is rarity that the smell continues after one wash. As [redacted] has purchased regularly from other companies, if there was an unrecognizable “unbearable” smell, she had the option to not purchase (see 1. above). If she had brought the hair back to the location, our management team would have been more than happy to assist in finding a remedy if the odor was due the quality assurance process. In regard to the shedding [redacted] experienced, all staff is trained and tested regularly to inform our customers to not cut the wefts of their hair bundles. As our hair is human, some shedding is natural, but if you cut the weft that the hair is sewn onto, you will experience much more shedding than if it is not cut. Were the wefts cut?A full exchange of hair that has already been installed and altered is against company policy as once it has been altered; we are unable to re-sell the hair. Our staff always goes above and beyond to ensure that our customers receive the best quality hair extensions so if [redacted] has in fact uninstalled the hair and is willing to return to the location so that our management staff can look at the hair, we would be more than happy to 1. Perform a “courtesy wash” to remove the order 2. Look at the wefts to determine what may be causing the shedding if the wefts have not been cut. If they have been cut, there is nothing we can do. After that, our management team will recommend a resolution regarding a refund.

To whom it may concern:our records indicate that [redacted] purchase was refunded prior to receiving this formal complaint. Our phone records also indicate that [redacted] contacted our toll free number outside of normal business hours which explains why a representative was not able to answer...

the phone. Additional phone records also indicate that [redacted] did indeed get a chance to speak with a representative regarding the transaction this afternoon 12/**/2015.

To whom it may concern:
our records indicate that [redacted] purchase was refunded prior to receiving this formal complaint. Our phone records also indicate that [redacted] contacted our toll free number...

outside of normal business hours which explains why a representative was not able to answer the phone. Additional phone records also indicate that [redacted] did indeed get a chance to speak with a representative regarding the transaction this afternoon 12/**/2015.

Review: This company is very unprofessional when ordering online it says that all products are available and they will ship as long as you order before 1 pm in which I did, I sent an email on Friday July ** later in the evening when I saw that my product did not ship it was then that I called over 20 times on Monday July [redacted] until someone finally answered the phone mind you customer services lines are open at 10am and no one answered until 1:30 pm! The customer service rep stated that they sold out of the product that I wanted and wouldn't be available until August [redacted] and wouldn't ship until August [redacted] but I needed it by August [redacted]. This company is so unprofessional I just want my money backDesired Settlement: I ordered the product on July **, 2014 at 9:32 AM and was told it would ship the same day when I did not get a email saying it shipped later that evening I began to worry so I sent an email and got no response, on Monday July [redacted] 2014, I called and emailed customer care and did not get an email back from the two emails I sent I called 20 plus times I just want a full refund of the $130 that I spent my order number is [redacted]

Review: I ordered products from the Vanity Box on Monday, August ** and should have received my products within 3 to 5 days. However, after I placed my order, I did not receive a confirmation email or tracking number for my package. I recently checked my checking account activity and I have been charged for the products but have yet to see them. I have called the company over ten times over the past few days and have spoken to no one. It seems like an employee continues to hang up the phone. I also sent the company an email of my concerns and no one has gotten back to me about my order.Desired Settlement: I feel like the company is a scam and would like my products by Monday or a full refund.

Review: I placed an order online with this company on 2/**/14 before 9:00 am for $331.Their website says all orders placed before 1:00 pm are shipped the same day. They never sent me any tracking info. So, I called their ""customer service number"" it tells you to press all these prompts. When you press the prompt you need it disconnects your call. I've tried calling it several times and pressing each prompt and they all disconnect you. There's really not any working customer service number. I even called the Brooklyn store twice and spoke with someone named [redacted]. He referred me to the customer service number. I informed him that I've called that number several times and doesn't do anything but disconnect you. He informed the store doesn't hand online orders only customer service. How is that if there's not a working customer service number. I asked [redacted] who does he report to and he informed me that all he can do is send customer service an email. There's not a number that he can call and speak with someone. I emailed the "" customer service"" yesterday at 12:32 pm and haven't received a response back yet. I even called the store again and spoke with [redacted]. He said customer service emailed him and said they would be in contact with me today. I have heard from customer service via email or phone. I sent them another email this evening at 5:45 requesting a refund. How can I get my money back if there's not anyone for me to contact?? Please help me to get my money back.Desired Settlement: I would like a full refund of $331

Review: On December **,2014 I purchased 3 bundles and closure from the vanity box since they are known for their hair package deals. I went to the queens location because the brooklyn location did not have any of the hair bundles that they were advertising in stock. The day I purchased the hair I asked the sales ladies tons of questions since I've never used this hair before and I didnt want my money to be wasted they assured me that I was buying good quality hair when it was not. First off the odor that comes from this hair is unbearable. I hav washed and conditioned this hair over ten times and let it soak in conditioner and the stench still will not come out. This hair also sheds like crazy and its not because of any product that I have used on this hair I use all sulfate and achohol free shampoos and conditioners this is just bad quality hair, I've called the store to discuss my concern with the [redacted] to which all I got from this woman was a whole lot of attitude and her trying to accuse me of using the wrong products on this hair. I advised [redacted] that I have been wearing hair extensions for many many years and I only purchase hair from the best quality places such as extensions plus in LA and Indique to name a few and I have never had this issue with the hair, The malaysian curly hair from vanity box is bad. The smell of the hair is the worst and I will be removing this from my hair today.Desired Settlement: I want a full refund I will return the hair, maybe they can send it back to [redacted] to which seems like this is where this hair came from.

Business

Response:

We are sorry to hear that [redacted] is not pleased with the product received from The Vanity Box. As with all matters related to the product that reach in store management, I was made aware of the situation in advance by the store [redacted] at our Queens location. The Vanity Box has policies and procedures in place to ensure that our customers do in fact receive the best quality product. Here are a few details in regard to her purchase that I hope will help you to understand our policies.1. All customers are allowed to view the specific bundles for purchase prior to the sale. In fact, our policy is that we present the product before purchase to ensure that our customers are pleased and happy with the bundles they receive before we even begin a sales transaction.2. As our product is a specialty product, all sales associates must note specific maintenance guidelines that give customers information on how to best care for their hair after installation. All customers are encouraged by sales associates to visit our website [redacted] to view these guidelines in detail. In fact, a flyer is provided with all purchases that notes the URL to visit for our full maintenance guidelines.The odor that [redacted] may have experienced is due to a quality assurance process that is completed to ensure that hair is clean and free from any bacteria. After one wash, if there is a slight odor, that smell is removed. It is rarity that the smell continues after one wash. As [redacted] has purchased regularly from other companies, if there was an unrecognizable “unbearable” smell, she had the option to not purchase (see 1. above). If she had brought the hair back to the location, our management team would have been more than happy to assist in finding a remedy if the odor was due the quality assurance process. In regard to the shedding [redacted] experienced, all staff is trained and tested regularly to inform our customers to not cut the wefts of their hair bundles. As our hair is human, some shedding is natural, but if you cut the weft that the hair is sewn onto, you will experience much more shedding than if it is not cut. Were the wefts cut?A full exchange of hair that has already been installed and altered is against company policy as once it has been altered; we are unable to re-sell the hair. Our staff always goes above and beyond to ensure that our customers receive the best quality hair extensions so if [redacted] has in fact uninstalled the hair and is willing to return to the location so that our management staff can look at the hair, we would be more than happy to 1. Perform a “courtesy wash” to remove the order 2. Look at the wefts to determine what may be causing the shedding if the wefts have not been cut. If they have been cut, there is nothing we can do. After that, our management team will recommend a resolution regarding a refund.

Review: I have not receive my hair and I have been calling and emailing everyday for a week with no responseDesired Settlement: I would just like my money back. I had to order hair from another place because I needed it for a wedding

Review: I placed an order (#[redacted]) for hair extension products. Organizations website states that if items are ordered by 1pm EST they will ship that day. I ordered Saturday late afternoon expecting items to ship Monday. Items did not ship Monday. I attempted contacting the organization via telephone email and messaging on social media site. Organization has yet to respond or fulfill order. I have requested a full refund with no response from the organization. I believe this is a fraudulent organization as they cannot be reached telephonically, through email or any other of their provided methods of contact.Desired Settlement: Please issue a full refund to my account.