Tigi Beauty Supply

Initial Business Response /* (1000, 5, 2015/09/29) */
Dear Ms. [redacted]
Ti Gi Beauty Supply ("Ti Gi") is a twenty-five year old business in the city of Rialto which maintains a positive business attitude and a dedication to our customers. We therefore regret that there has been an issue with...

our customer satisfaction that has led to a complaint being filed against us with the Revdex.com. We hope this response will provide some clarification about the issue presented in the complaint submitted by [redacted].
As stated in Ms. [redacted]'s complaint, she came to Ti Gi on Sunday, August 30, 2015 and purchased a brand of human weaving hair called "Velvet Remi." In her complaint, Ms. [redacted] represents that this specific brand of hair was recommended to her by a store employee in light of her usual brand (XQ) no longer being carried in the store. Accordingly, she contends that since the store associate was the one to recommend the Velvet Remi hair, therefore, her alleged dissatisfaction with the product is the responsibility of Ti Gi and she should be entitled to a full cash refund. In light of Ms. [redacted]'s complaint, we have conducted a thorough investigation regarding the sale to Ms. [redacted] including an interview with the store associate that assisted Ms. [redacted] in her purchase, as well as review of store surveillance and audio. Based on our investigation and the evidence surrounding Ms. [redacted]'s purchase, we are unable to accommodate Ms. [redacted]'s request.
Sunday August 30, 2015 (date of purchase)
As noted above, we spoke to the sales associate who assisted Ms. [redacted] on August 30, 2015. The sales associate recalls that when Ms. [redacted] first approached the service counter, she requested XQ-brand human hair. After being told that the XQ-brand of hair was discontinued, Ms. [redacted] contacted her beautician via text message who recommended the Velvet Remi brand as an alternative. Accordingly, Ms. [redacted] was presented with a single pack of Velvet Remi human hair in her requested color and length. In addition, she was also shown a third-brand of human hair for her consideration. Surveillance video shows that Ms. [redacted] assessed and evaluated the Velvet Remi human hair as well as the third-brand hair for approximately twenty (20) minutes before deciding to purchase the Velvet Remi human hair. Additionally, the surveillance video clearly shows Ms. [redacted] combing her finders through both sets of hair on multiple occasions before finalizing her purchase decision.
Monday- September 7, 2015 (1week from date of purchase)
According to Ms. [redacted]'s complaint, the Velvet Remi hair she purchased was sewn in sometime after her purchase, but before she went on a "weekend trip." As she purchased the hair on Sunday, August 30,2015, the "weekend trip" she is referring to had to have occurred on the following weekend which included Labor Day (September7,2015). Therefore, the earliest Ti Gi was contacted by Ms. [redacted] regarding her concerns with the Velvet Remi hair occurred approximately seven (7) or eight (8) days from her original date of purchase. This also means that depending on the exact date that Ms. [redacted] met with her beautician, the product had been sewn into her scalp for at least three (3) days before contacting Ti Gi, or at most, eight (8)days. Regardless of the exact dates, Ms. [redacted] readily admits that she contacted Ti Gi only after going on a weekend trip with the hair attached to her scalp.
Saturday September 12,2015 (2weeks from dates of purchase)
On Saturday, September 12,2015, Ms. [redacted] came to Ti Gi in person with an empty Velvet Remi plastic bag and requested a full cash refund for her hair purchase. She was received by a store manager to whom Ms. [redacted] stated that the quality of the hair was inferior to the XQ- brand because the hair was thin and shedding. Upon hearing this, the store manager requested if he could touch the hair in order to confirm whether shedding was in fact occurring. Ms. [redacted] refused this request and immediately tied her hair back to prevent any opportunity to confirm or deny whether the Velvet Remi hair was in fact shedding. Simply put, Ms. [redacted] wanted a full cash refund with absolutely no proof supporting her allegation that the hair was of poor quality or defective in any manner.
TiGi Store Policy
As with most businesses, Ti Gi has a store policy regarding the sales of goods to customers. Ti Gi also has an additional policy in relation to the sale of certain products such as human hair and hair extensions. Photographs of the policies, located behind the cash registers, as well as in the hair service area, are enclosed in this correspondence.
As can be seen, Ti Gi has an explicit policy that prohibits the return or exchange of human hair. Based on the policy alone, Ms. [redacted] would not be entitled to a cash refund on her purchase even if it was still in its original packaging. However, there are certain circumstances where management has discretion to extend courtesies to the customer and make exceptions to the policy. Unfortunately, under the factual circumstances surrounding Ms. [redacted]'s purchase of Velvet Remi, the length of time Ms. [redacted] used the hair prior to raising any concerns, and her refusal to allow Ti Gi to assess the legitimacy of her complaints, it was impossible for Ti Gi to extend any discretionary benefits to her.
We hope that this correspondence, as well as the enclosed photographs, will help clarify the complaint presented by Ms. [redacted]. Although we regret any instance that a customer of Ti Gi is dissatisfied with a purchase, as Ms. [redacted] made the conscious decision to not allow Ti Gi to substantiate any of her claims regarding the alleged poor quality of the hair, we have not choice but to deny Ms. [redacted]'s request for a cash refund at this time.
Thank you for your time and consideration of this matter. If you require any further information, please feel free to contact us via mail or telephone.
Sincerely,
[redacted] M [redacted]

Initial Consumer Rebuttal /* (3000, 7, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from this business is unacceptable, this business has a responsibility when they are selling any product in exchange for currency, that is to provide quality merchandise to the public. I purchase this item in good faith with the belief that it was a good quality hair. There is not a way to tell the quality without me having this hairier professionally installed. When I realized the hair was not a good quality, I did cont the business, I was told to come to the store, to only be turned away by the owner of this business, or course after he took my $82 and I got left with bad hair. If this business was a good establishment, customer service should have come first. The owner would much rather me take time out of my day to file a complaint because his business ethics is bad. I want my money back, a customer should never feel they got taken for their money by any business.
Final Business Response /* (4000, 9, 2015/10/10) */
Although Ti Gi is a business that recognizes and believes in the importance of good customer service, we must unfortunately still deny Ms. [redacted]'s request for a full cash refund of her human hair purchase. This denial is based on the facts previously outlined in Ti Gi's response to Ms. [redacted]'s claim that are briefly reiterated below.
As noted in Ms. [redacted]'s initial claim and her subsequent response, she readily admits that the hair she requested a full cash refund for had been placed into her scalp for approximately a week before contacting Ti Gi. Furthermore, despite her claim that the hair was of inferior quality because it was shedding, she was still wearing the hair when she came into the store to request the refund, but inexplicably refused to allow any Ti Gi employee to touch in order to substantiate her claim. Coupled with the fact that she purchased the specific hair at the recommendation of her beautician and that Ms. [redacted] personally inspected the product in the store store before purchasing it, there are no facts supporting Ms. [redacted]'s position for a full cash refund.
Additionally, Ti Gi has a store policy that does not allow for the return or exchange of human hair. This policy is in effect due to health and sanitation concerns, much in the same vein as undergarments or swimwear. And just like undergarments, swimwear, or any other consumer good, Ti Gi is unwilling to provide a full refund for a product that is still being worn/used by the person at the time they are making the request, especially if that product is human hair still sewn into the persons scalp.
Simply put, there was no leeway for Ti Gi to make an exception to its store policy for Ms. [redacted] based on the facts surrounding her purchase, the length of time she had the hair in her scalp, and her unwillingness to cooperate with Ti Gi employees in substantiating her claim. Based on the foregoing, Ti Gi will not provide Ms. [redacted] with her desired resolution of a full cash refund ($82.00 plus tax).