The Virgin Hair Fantasy

Review: I purchased hair on August **,2012 and paid $550 for it thinking it was virgin hair as advertised on the website and YouTube videos. I called and complained to the company about how the hair texture changed after I put a rinse on the hair. They refused to do anything about it. I spent so much money on this hair piece thinking I would have it for a long time but that was not the case as this hair is clearly not virgin hair. I was not able to install the hair because it was so nappy and looked unkept after the rinse. I want a full refund because the company is false advertising what kind of hair they are selling. I told all my friends how excited I was about my new peruca wig and they never got to see it. I was ripped off!Desired Settlement: I want a full refund from this company for false advertisement and sending me nappy unkept hair!

Review: I ordered what was supposed to be 400 grammes of virgin hair extensions (ombre) from Virgin Hair Fantasy on [redacted] December 2014 for a total of $571.94 (shiping of $61.94 included).As their name suggests and as highly advertised on their website and [redacted] page, they sell only virgin hair which means that it is hair directly obtained from a single human donor, which has not been chemically processed.The hair was eventually delivered sometime in January and I had it installed a few days ago. I had conditioned and washed it in line with their instructions. Upon installation, I realised (and my hair stylist also observed) that the hair is not of the quality that was desired. It is cheap, processed and not virgin hair. It had a terrible plastic burning like smell that is released when it is being tonged or curled, which is peculiar which cheap packet hairs (as cheap as $30). In addition, the hair is also shedding seriously from brushing and using a curling iron.My grouse is that I have expended such a significant amount for a fake and misleading product and I would like my money refunded so I can purchase the right or desired hair from a more reliable and honest supplier.I made my concerns known to the company, via whats app, and I was given so many excuses with no intentions to remedy the breach on their part. I am extremely upset that I have been ripped off and would like to be compensated.Initial messages were responded to but subsequent messages I sent to them were ignored (neither read or acknowledged). I have therefore been left no choice than to resort to this medium.Desired Settlement: I expect a refund on the hair purchased ($511.94) - which is the amount paid less shipping costs as I cannot make use of the hair supplied because it is not of the quality represented by the company and I find it unfair that I am expected to have a fake product and be at a loss of $511.94 when I dont have a product commesurate to that value. I cannot accept a Replacement because I no longer have faith in the quality of their product/hair. PLEASE HELP!

Business

Response:

The Virgin Hair Fantasy, LLC February * 2015 VIA ELECTRONIC FILING AND FIRST CLASS MAILThe Revdex.com[redacted]Attn: [redacted] ID #[redacted] Dear [redacted]:?We are in receipt of your notification, of January **, 2013, regarding a complaint filed by a customer, [redacted] (hereinafter the “Customer”). We respectfully disagree with the accusations set forth in her complaint in their entirety, have extended ourselves to reach an amicable resolution and submit the following in response. ?On or about December *, 2014, the Customer placed and order for one of our bundles of hair extensions. We processed the order and shipped it to the Customer. The product that the Customer purchased was a bundle of colored extensions, which by definition are minimallyprocessed with proprietary dyes to achieve the color requested by the Customer, to wit, ombre. We have sold over two hundred bundles in this color and have had no complaints. We offer only the highest quality virgin hair. We provide detailed instructions on the care of our products and can only hope they are followed. As stated on our website, with proper maintenance our hair last a long timeand be reusable. We fully stand behind our product.Unfortunately, we cannot control the care given to our products after they leave our warehouse. We also cannot control the professionals that our customers engage to install and style our products. We rely on the fact that we have the highest level of quality control. So, when we receive complaints from customers we take them very seriously. We investigated this matter thoroughly, checked the dye mixes, and verified that there were no other complaints from customers whose products were dyed with the same batch. ?Our return policy is prominently displayed on our website and states that we do not accept returns, only exchanges if they meet the requirements set forth on the website and we are notified within seven days receipt of our products. We always try accommodate our clients and answer inquiries promptly. We offered to accommodate the client by providing her deep conditioners and a masque to condition the hair. She did not accept our offer. There was nothing more we could do at that point.We take great pride in and stand behind the quality of our products. It is what distinguishes us from our competitors and has lead to our success and stellar reputation. We trust you will recognize how reasonable and accommodating we have been. We respectfully ask that you continue to give us our clean rating. ?Should you have any additional questions we are always available via email or phone.???????Very truly yours,???????The Virgin Hair Fantasy, LLC ?????????__________________________________???????By: [redacted], [redacted]

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:

[[I reject the position of the Supplier particularly to the extent that they have a no refund policy and seek to rely on that. There is a presumption, when it comes to the issue of refunds, that the Customer has been provided with merchandise that is of good and satisfactory quality (implied contractual terms). There is also a presumption that the Customer was supplied with exactly what they ordered. In this instance, Virgin Hair Fantasy ("VHF") have falsely advertised and made a misrepresentation with respect to the quality of type of hair provided. This hair is neither quality nor virgin hair. It's level of processing exceeds just dying and is comparable to what you'd get with mass produced chemically processed remy hair. As a frequent user of virgin hair, I can firmly attest that dying would not alter the quality of hair. It may become slightly dry but is always revamped by deep conditioning (which I did to this hair), just as is with natural hair. This hair is not just dry and fizzy, it sheds, tangles and smells like burnt rubber once in contact with heat. These are not qualities of virgin hair. I do not agree that where you falsely misrepresent to or defraud a customer by supplying a product that is not what they've paid for, you can still rely on your no refund policy. It may be relevant at this point to mention that I came across VHF on [redacted] and ordered hairs based on their adverts and videos. I believe a huge misrepresentation is being made through these ads.??I stand by the fact that I have not been provided with hair that is commensurate to what I demanded, ordered and paid for. The solution is not supplying me a bunch of even cheaper hair products to restore the hair. The rules of contract require that I am placed back in the position I was before the misrepresentation or breach occured. The problem with the hair is the nature and quality supplied and products offered would not fix this. You can't offer a 25 dollar solution to a problem that cost me 571 dollars. That's unacceptable and unfair.With respect to individual and professional care given to the hair, I repeat that I am a fond user of quality virgin hair and I have used these alone for almost 10 years now. I am known to always have my hair "on point" and I pay a lot to have it installed and look right. I've never experienced similar problems with my other hairs (not VHF). I must add at this point that my stylist told me as she was installing this particular weave from VHF that it is "[redacted]" compared to my other hairs she's installed. She added that it's more like "ali express quality of hair". I don't consider the approach here being equivalent to taking customer complaints seriously, as represented in VHF's response.My experience with VHF prompted me to further inquire into them and I've come across several similar complaints. I posted a negative comment on their [redacted] page a few weeks ago and they preferred to delete it as opposed to addressing it. They've shown more interest in damage control and image boosting than actual customer care". Here's one of the links I came across and I was quick to add my own comments about my VHF experience: [redacted]There are also a few [redacted] videos that aren't in their favour. Unfortunately, I only found out in the aftermath as I had relied wholly on their adverts and website in trusting their product was of good quality. ?I'm only communicating this to do away with their position that they "have the highest level of quality control".]

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

Sincerely,

Business

Response:

The Virgin Hair Fantasy, LLC [redacted]

ID #[redacted]Dear [redacted]:?We are in receipt of your further notification ofFebruary **, 2013, regarding a reply to our response filed by [redacted] (hereinafter the “Customer”). We stand behind our product fully and offer the following in the hopes of resolving this dispute. ?We have previously offered to provide a deep conditioning treatment of the hair purchased by the Customer. She declined this offer. In order to accommodate the Customer we are willing to exchange the hair she purchased with an identical (but un-dyed) bundle of hair at no additional charge. The Customer can then have the bundles of hair colored by her hair care professional.?We have sold over two hundred bundles of this type of hair and the Customer is the only client to have voiced any concern over the quality of the product. We hope that our offer resolves this dispute. Kindly request that the Customer send her hairpiece back to us with a copy of this letter and we will promptly expedite the aforementioned exchange.?Should you have any additional questions we are always available via email or phone.???????Very truly yours,???????The Virgin Hair Fantasy, LLC????????______________________________???????By: [redacted], [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and although this isn't the desired response, in the absence of the desired resolution, I lam left with no option but to accept this offer. I have already taken the hair out over a week ago and will ensure to post it to the company unfailingly this week.Thank you for all your efforts.

Sincerely,

Review: The Virgin Hair Fantasy LLC is an online company that sells virgin hair for weaving. On February **, 2013 I made my first purchase from them. It two bundles (approximately 8 ounces of hair) of virgin brazilian curly hair in 14 inches, and that total order cost me $245.93 (that included shipping). I was happy when I first saw and felt this hair. I read the instructions and did exactly what the paper said to do. I cowashed the hair with sulfate free conditioner. I did not have this hair installed until April 2013. After about ten days the hair started to look very dull and dry, so I emailed the virgin hair fantasy on May, **, 2013 asking what products should I be using. They replied, I purchased all the products in the email which cost me approximately $40. That did not work. I still had faith in this company, and I love what I saw on other customers, models, and representatives of the virgin hair fantasy. Therefore, I purchased a closure on May *, 2013 for $161.01 (shipping included). I ordered the same virgin brazilian curly texture so I could wear the hair pieces together for a fuller and more natural look. This hair also had the same problem. I went on vacation with this hair on June **, 2013 and when the slightest bit of wind blew my hair looked like a birds nest. Always tangled and dry. I complained and emailed pictures on the condition of the hair and they offered me 30% off my next purchase. There will be NO next purchase. I'm aware of there no return policy, but I have not done anything wrong for this to happen to my hair. The hair is coming out in clumps, and it's not suppose to. I have to constantly wet it for it to look presentable, and I had to dye it because the color faded and I started to see stray gray hairs. All they told me was sorry in the last email they sent me. Other customers have the same problem, found reviews and comments on [redacted]; all are similar problems to mine. I'm a fair person but I will be no ones pushover, I feel bad for the others who won't get helped.Desired Settlement: I would like a partial refund for this terrible hair that was sold to me, or I want two replacement bundles of hair, and a closure. I paid $406.93 in total I want at least 50% of that back, or I will clean and send this bad hair back then they will send me replacement hair. I will not settle for anything else.

Business

Response:

Complaint #[redacted]

Dear [redacted]:

We have received your letter, dated July **, 2013, regarding a complaint filed by a customer, [redacted] (hereinafter the “Customer”). We respectfully disagree with her comments about the quality of our products, have tried to reach an amicable resolution and submit the following in response.

We travel around the world to source our products and only deal in the highest quality virgin hair. We sell hair that has not been treated or processed and deliver it to our clients in this natural state. We ship our bundles both domestically and overseas and have enjoyed positive reviews and many repeat customers.

Unlike other hair products such as synthetic products, virgin hair requires a delicate hand and upkeep. Synthetic hair products require little upkeep, but are not designed to accept a permanent wave or color change and can be irreparably damaged by the use of curling irons, blow dryers or hot rollers. ?We have found that our clients prefer the best, to wit, virgin hair, and are able to maintain ourproduct for a long time. Our products are the most natural looking option. Our products can be cut, styled, permed or colored to suit our client’s personal tastes. Our productshave to be shampooed, dried, styled and conditioned, just like natural hair and like natural hair, can lose their style ifthey get wet and frizz on humid days. Because of this adaptability, our products, when used properly, provide a personal and natural look as opposed to a synthetic plastic look.

Our clients choose our products to fulfill their hairfantasies. Using our products will not guarantee sometimes having a bad hair day. It is natural hair and that will happen. We don’t know for sure what happens to our products after we ship them to the customer but we believe that in this case the only reasonable answer is that they were not properly maintained by the Customer.

On or about February **, 2013, the Customer placed an order for two bundles of our Virgin Brazilian Curly Hair. The Customer had the products installed two months later. We assume she was happy with the initial bundlesbecause she purchased an enclosure, on or about May *, 2013. We first received an email from the client, on or about May **, 2013, asking for advice on the maintenance of the products. We do not know how the hair was maintained for the two months that it was not used or after it was installed.

We promptly responded to the client’s inquiry by telling her that she should completely wet her hair with cold water and generously apply a sulphate free conditioner to the hair and sit for at least 40 minutes. Then she should rinse off the conditioner with cold water. This conditioning regime has worked countless times for other clients and if followed should have solved any issues the Customer had. We also told her about daily maintenance for the body and tips of the bundles.

We are constantly communicating with our clients by:person to person communications; social media; and through our website on the proper care and styling tips for our products. We also include detailed instructions with all our products. We receive many gracious comments from our customers regarding our instructions and tips. We use feedback to edit, change and improve on our message to our customers.

The Customer responded on May **, 2013 with a vague email saying she was still not happy. We asked her to send us photos. A month later, she responded attaching photos that we were unable to view. The same day we replied that we could not view the photos and invited her to call us to talk. The Customer refused. We offered her a thirty percent off coupon for her next purchase. The Customer refused. Then the Customer filed this claim.

We sell “virgin hair” meaning hair that has not been treated or processed. After a client alters the hair in any way, we cannot use it and do not provide a refund. We sent our product to the Customer and she did not object. The Customer asked questions and we promptly responded,usually that same day. We tried to identify the cause of the Customer’s dissatisfaction and reach a resolution but could not. Ultimately, we did what we could to make the Customer happy.

Most of our business comes from referrals and word of mouth. Thus, we take our reputation quite seriously. We try hard to educate our clients about our products and when we can assist them, we do. We don’t know what happened over the five months the Customer had the product or why the Customer was dissatisfied with the product. We tried to accommodate the Customer and speak to her on the phone and have not been able to do either. We trust you will recognize how reasonable and accommodating we have been. We respectfully ask that you continue to give us our clean rating.

Should you have any additional questions we are always available via email or phone.

Very truly yours,

The Virgin Hair Fantasy, LLC

By: [redacted], President