The Vanity Box

Review: I called the company on October *, 2013 and ordered a 4ounce bundle of Brazilian Body Wave clip in extentions 18inches long which cost me $110. The customer service rep I spoke with advised me that I would receive my item in 2-3 days. She also advised that my item would be shipped same day since I called before a certain time. Once the rep and I disconnected I received an eamil from usps with a tracking number. I have tracked the item every day and it has never been sent. USPS advised me that they never recieved the actual package from The Vanity Box. I have the tracking number along with bank statements showing the funds were drafted from my acct along with the stores shipping policy. I also have my phone records showing how many times I have called and left messages and received no response. Also have copies of the emails I sent. I went so far as to contact them on instagram asking if there was a problem with the phone line. I went online to check for a responce and I have been blocked and can no longer message them. I was never rude or disrespectful and have copies of every attepmted interaction. They cannot just steal peoples money. They have to know that this is not okDesired Settlement: I would like a full refund as the item was never shipped.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order thru their website on June **, 2013. I received 2 emails with my order number & invoice number, but never one stating my purchase was shipped or any tracking info. There website states if order is placed before 1pm ET, then it will be shipped the same day. I tried contacting their toll free number, and the phone just rings out till the call is disconnected. I the contacted their Jamaica, NY location on June **, 2013 where I spoke with someone named [redacted], I explained my situation & she looked up my order number, stated the purchase was shipped & I should receive an email by that evening with my shipping info, but if not the to call back the following day and she will get it for me. Today is now Friday, June **, 2013 and I've been calling ever since and have got nothing but the run around from her and her manager, [redacted]. I am so annoyed and frustrated because this is not how you run a business.Desired Settlement: I would like my money back and this company to be penalized for their poor business practices.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding The Vanity Box has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I had placed an order with the website and they sent the wrong item. The item I ordered was $25 more, so after speaking to a sales representative they offered a refund for the difference in June. To date I have not received the refund and when I try to call the company no one answers the phone. Their business hours on the website state that they open at 10, yet the calls do not start going through until after 11 and even then no one answers the phones.Desired Settlement: As verbally agreed, I would like a refund for the difference.

Review: Ordered from them on 12/**/15 at 9 am, money was taken out of my account immediately. All orders are guaranteed to be shipped the same day if ordered by 12 pm that day according the website. Called to check on my order no one wants to answer the phone but they can take money out of my account, which is not okay. I really don't want to have to take drastic measures from here but I will if necessary.Desired Settlement: I want my money back, if they can't come through on their own guarantee I don't want to do business with them.

Business

Response:

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: Good day. I purchased hair from your [redacted] location on september *, 2014. I bought 1 20in. 2 22in. that came to the amount of $299.91. I pre washed the hair the same night to prepare it for installation th next day. The next day when the hair had dried I noticed the hair was stink but I still had it installed with hopes of washing and deep conditioning again. Ok so I washed and deep conditioned again when I got home but it still smelled bad. The next day which was sunday I called Vanity box and spoke to [redacted], I explained everything to him about what I had experienced with the hair and he said to keep it in for a few more days and to buy a bunch of sweet smelling hair care products to take the smell away. He even told me to spray perfume in yhe hair. So I emailed customer service to see if they can give me some tips also. I followed the tips he gave me and still nothing. I called [redacted] back on tuesday and explained to him that nothing he told me work and that I even tried some stuff I got from [redacted] search (soaked hair in vinegar and fabric softner) crazy right!!! Anyway nothimg worked not even perfume. So he told me theres nothing he could do to help me and he'll contact customer service to see what they will say. After getting off the phone with him I emailed customer service again explaining my problem again, I even called a few times but no answer. So [redacted] called me back about 20 mins later saying that customer service said the only thing they can offer me is to wash and deep condition the hair for me and if that doesnt work they would have to further investigate the situation. [redacted] said that he will guarantee the the smell would disappear. So I had to take my hair out after spending $150 for my install and after 3 days of having the hair and 4 days of me purchasing the hair. So september [redacted] I bought the hair to [redacted] and like I said before he guaranteed that the smell would no longer be in the hair and for me to pick the hair up on monday sept. [redacted]. I called Vanity box all day on the [redacted] to pick my hair up but no answer. I needed hair that day cause I had an hair install appointment the next day which I had to put a $25 down payment. But of course I couldnt make the appointment becausei didnt have my hair. I called the [redacted] and a young lady informed me that the [redacted] location has relocated down thw atreet from the old location ok cool. I informed her about what was going on with my hair and that [redacted] had told me to pick up on monday. She contacted him for me and she said that he said that I will have to get my hair on wednesday. Ok so now wednesday is here, I go to get my hair and the hair still stinks. This [redacted] dude said he can not and will not do anything else to help me and that I need to contact customer service, so I did. I spoke with a nice young man name [redacted], he informed me that there was nothing he can do because he only handles online orders. So he told me to email [redacted] which im doing right now. Anyway after getting off the phone words were exchanged between [redacted] and myself and the police was called smh!!! Anyway they came I explained he explained, [redacted] claim to give him sometime and he'll figure out a way to help me, which I doubt. So I need your help! From day one of my problem I told [redacted] I did not want a refund cause I really loved the hair, all I wanted was to exchange the hair but that did not happen. Ive emailed customer service on 3 more occasion sand I even sent a message via instagram but no one never replied to anythingDesired Settlement: No outcome. I was told to take the damage hair and leave the store.

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 [redacted] at our [redacted] location, [redacted]. 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 speciality 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. We are glad that [redacted] washed her hair prior to the installation which we recommend for all customers. We also encourage all customers to use a shampoo and conditioner that is free of alcohol or parabens. Thus 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 alcohol. Furthermore, as our hair is virgin (human) hair, using vinegar or fabric softener to remove the smell is not a good solution. The 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, [redacted] contacted our ** location not to request a refund but a full exchange. An 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. In fact at the time [redacted] spoke with [redacted], she noted "I love your hair, I have no complaints it's awesome and good hair. My 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 [redacted]'s hair as a courtesy as we were certain that the smell could be removed and it was.

At the time [redacted] 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 location. She 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, [redacted] told [redacted] that she would be unable to do so due to her schedule. This is the reason that [redacted] was unable to pick up her hair on the [redacted] as our store was closed to prepare for the move.

When [redacted] finally came to pick up her hair, she was still not pleased and began to insult [redacted] with things we will not repeat here. She even went so far as to make threats and refused to leave our store. This is why the police were called as any threats against any Vanity Box staff member will not be tolerated. When the police arrived both [redacted] and [redacted] were able to tell their side of the story and the police sided with The Vanity Box as [redacted] was following our company policies. [redacted] was then escorted from the property.

We wish that things had not escalated to this level and that [redacted] would have taken the route of mediation prior to behaving so unprofessionally in our store. We believe that we resolved the problem of the odor and went above and beyond for her as we do with all our customers.

Consumer

Response:

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,

Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On Nov. [redacted] I purchased Virgin Indian Natural Wavy hair from this vendor. I have purchase their Brazilian Wavy hair in the past. The vendor markets this hair as Virgin and unprocessed. It wasn't until dec [redacted] the hair was installed.I noticed the hair was not that curly as advertised. After the third day the little wave it did have dropped expected to have "authentic virgin human hair" as is what Vanity Box advertises to provide. Instead I received a highly defective bundles of hair. Vanity Box claims that with proper care the hair is expected to last at least a year. After my installation on the [redacted] of December, I noticed that the hair was dry and shedding. After the first wash, with sulfate free shampoo, the hair did not revert anything back to its natural state. The hair that I purchased with the promise of being naturally wavy has at this point become closer to straight. It is quite a hardship to untangle, but I took my time so as not to cause any damage. I additionally let it air dried because I feared what the addition of heat would do to it. I believed that it would be an isolated incident and that I wouldn't have any further troubles with the hair. One of the reasons that I purchased this hair is to achieve the look that Yandy S[redacted] has on your website. I believe that I am a victim of false advertising and can not recommend Vanity Box ever again I had so much trust in Vanity box products that I did suggest this brand to one of my close friends and she is suffering horribly with her extensions. I feel very responsible and embarrassed because I spoke so highly of your product. I have never experienced this with Long Locks Virgin or Bleu Ribbon Hair and I wished I had made better judgement and recommended another brand to my friend. While speaking with a customer service representative, I was informed of your "steam process" to all bundles. I feel very deceived because I saw this notation in their hair maintenance guide which added to my decision on making this purchase:

"Note: Because it is unprocessed and free of chemicals, virgin hair is tangle free and extremely easy to maintain without using excessive product and heat."

I was sold "virgin" hair with the expectation of it reverting back to its natural state after washing, intact cuticles to prevent matting and tangling, and process free. Instead I received a dry, matted, naturally straight, processed bundle of defective hair and I am all out of options at this point. All I have is scars of disappointment from a brand I invested my hard earned money in. Sadly I am asked where my hair was purchased from because EVERYONE is telling me I should have gone elsewhere instead of wearing this Vanity Box as evidenced on my head. With this hair in my head from Vanity Box, it is a poor representation of the company.

I am not satisfied with my defective purchase at all. I thought I was making a solid investment with this hair. Now after 1 month I am forced to take out the hair I spent $328 to purchase and $185 to install, totaling $513. I am by no means rich. I have emailed the company and I tried calling. No one has reached out to me. I am literally at a loss.Desired Settlement: A refund with an apology. If No apology, a refund.

Consumer

Response:

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]

Review: : on 1/**/2016 I purchased from The Vanity box the natural Indian Wavy hair costing $310.29 for 4 bundle, as the company advertise to be sellers of product to be premium Virgin Hair . I selected natural indian wavy based on the following description/ disclosure : “Not too curly…Not too wavy! This texture is ideal for you if you want bold, loose waves without the maintenance of curly hair. Please note: hair is pictured in it’s natural state, without curling, wanding, or styling.”. this how the product was advertise and even endorsed by Reality TV Star [redacted] .

. the purchase was made in their queens location on [redacted] Jamaica with help from a sales rep who stated the hair will not disappoint . The sales rep also forced to me to write a review on the spot in order to get FREE Brush (purchase was $310.29 ) and demand she had to read it before I can post it on google so I wrote about my purchase experience and stated I would return to review the product . the hair at the time was in its packing form ; I took it home only find out what I purchase was not the same as advertise by the company .it is with such disappointment I have been provided a product of poor quality. Before having the product installed into my hair I co washed the item which as per Vanity Hair product is not necessary , however every licensed stylist and dermatologist would advise that all hair extension should co washed before putting it in your hair for sanitary and health precaution, I left the hair to air dry overnight only find out that the hair no longer had wave pattern . after few days the hair appear dull with no luster and quality begin to they hair began to shed , just from running my fingers through my hair strands where falling. I became a victim of laughter and insult as people started to say that I got robbed as the hair was horrible and I was scammed out of $310.29 .I started to feel violated , frustrated and confused about how a purchase from a premium virgin hair vendor can have failed me . so I decided to reach out in email to their customer service team where I was advise to contact the store managers as the online and store was two different entities , left even more confused I called the store and spoke with the manger Brianna who kept reciting all sales are final and she doesn’t know what I want her to do as they don’t recommend co washing the hair . I asked how is possible to having extension without every washing it , she refrain from answering . I explained the hair was purchase for a special travel at the end of the month and I will have to repurchase hair and I would like assistance as I spent $310.29 She stated there is nothing she can do .Desired Settlement: I would like to have the product purchase amount refunded in full /a partial refund or hair replaced . Revdex.com, please be advised, I have contacted , The Vanity Box and was treated like I was not a paying customer and as if I had no right to my claim . I am reaching out for assistance from Revdex.com as this company doesn’t value customer service and interaction as when I called back I couldn’t get any one

Consumer

Response:

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

Review: In regards to my recent purchase at The Vanity Box, it is with such disappointment I have been provided a product of poor quality. Allow me to express my distaste. One evening, I went to The Vanity Box store located in [redacted] where I made a purchase for two packs of the Brazilian Body Wave hair measuring twenty inches. A representative within a respectable manner greeted me. She assisted me with the final decision of the purchase and ensured I would be satisfied. Two days later, I was scheduled to have the hair installed for an engagement following suit. On the morning of the engagement, I visit the stylist shop in [redacted], New York. She informed me, the packs provided will not be suitable and another bundle is required. Just my luck, The Vanity Box store was located around the corner. Two respectful representatives greeted me and assist with my purchase of an eighteen-inch bundle of hair in a timely manner. The hair was installed and I was able to Host my event. Prior to settling for the night, I followed instructions from my stylist on how to maintain the hair and style. The next day, I unraveled the flexi rods and began to comb the hair in a downward motion softly. Immediately I noticed, the hair was tangling and had no luster. I was baffled and became irritated and disappointed with the purchase. I tried to make the hairstyle as presentable and suitable for work. I was embarrassed which caused a distraction from my work duties. As there are many women, who apply installments, the question of the type of hair and company purchased will arise. I became annoyed as the day went on, considering the image and the price I paid. Two weeks into the installment, nothing has changed. As I comb the hair on a daily basis, chunks come out. There are strands that have completely detached from the weft. I have photographs as evidence. As stated, I am disappointed with the purchase. Considering the recommendations and testimonials, I would have expected a better quality of hair. From previous hair purchases, I am aware of the maintenance of hair and what is expected. One hundred percent of tangle hair and shedding is unacceptable, especially since the purchase valued at two hundred and seventy-three dollars and eighty-two cents ($273.82). Moving forward, I am seeking a resolution on your company behalf. A product of poor quality was sold to your consumer. Being, that I am from Customer Service, the ending result of a consumer should be one hundred percent satisfaction and a product of good standards. If questioning, my reasoning of the email. I am asking your company to seek a resolution for such a debacle. A suggestion could be a partial refund or replacement of hair purchased. I do ask kindly, if you may respond in a timely manner. Your cooperation will be greatly appreciated. Please be advised the picture provided, is four days worth of hair combing.Desired Settlement: I would like to have the product replaced or a partial refund. Revdex.com, please be advised, I have tried to contact the The Vanity Box via email and have yet to receive a response. This is why, I am contacting you.