Tressence Virgin Hair

Terrible experience, terrible customer service. I experienced the same exchange as explained by previous reviewers. I purchased my items on the 18th of October and was unable to get in contact with them via phone or email for a full week unless paypal was involved. I was sent a tracking number from USPS, but according to them, they never received items to ship. Fortunately for me, I was able to receive a full refund as other have not. This company is a complete fraud and I definitely sympathize for future customers.

Review: Tr essence Virgin Hair has horrible customer service as well as hair. I purchased a $150 hair closure that is horrible in quality. When I tried contacting Tressence Virgin Hair by emailing them MULTIPLE time I got no response. When I commented on their Instagram photo asking when was my email going to be answer the photo was then deleted permanently. I don't understand why my email displaying my dislike for the product I had received is going unanswered. In the emails I never demanded a refund or exchange, all I wanted was answers but since I'm being ignored something more has to be done.Desired Settlement: I spent $150 on supposedly "virgin" hair & I'm terribly unhappy with the product. I need to either 1.) have this closure brought back to life and equal up to what was advertised with some magic product purchased by Tressence Virgin Hair for my closure 2.) be sent another product, or 3.)refunded of my money.

Business

Response:

Our customer [redacted] purchased our product on October [redacted], 2013 and e-mailed us with a complaint on November [redacted], 2013 regarding a defective product.

Our Refund & Exchange policy can be found on our website at [redacted] and is as follows:

EXCHANGES

From time to time, Tressence Virgin Hair, at its sole discretion, may exchange products or portions of a product under the following conditions:

Requests must be made within 14 calendar days from the date of purchase.

Any exchange request after 14 calendar days will not be honored. We will not accept any merchandise, which has been used or altered (brushed, combed, picked, cut, or processed) in any way.

According to the Federal law you cannot return human hair products that have been used. This includes removing the hair from the bundle and trying it on. We adhere to these strict policies with respect to hair returns, hygiene concerns and federal law. Please return the item in the original and resalable condition, as a necessary health precaution. Note that perming, coloring, lifting or otherwise processing the hair voids ALL EXCHANGE AND REPLACEMENT guarantees. Product must be exchanged for something of equal or greater value.

No refunds will be permitted. You must send the product back to us in order to process the exchange.

In order to process an exchange the unwanted product, it would need to be sent back in its original condition and packaging. Once your product has been received it will be examined thoroughly. If the product has been returned unused, in its original condition we will exchange the product for something of equal or greater value.

* In the Rare Occurrence of a product defect, the policy will be as follows:

There is a 14-day Product Defect Exchange Policy, which commences on the date of purchase. Customers should contact an Tressence Virgin Hair Representative at ###-###-#### and notify them of their issue or concern. The hair must be removed and the entire purchased amount must be returned for the quality assurance process to begin. If Tressence Virgin Hair verifies and agrees that the product is defective in any way, Tressence Virgin Hair will then exchange or replace the product. Customers will be responsible for paying costs associated with returning the item to the Tressence Virgin Hair. If Tressence Virgin Hair verifies and agrees that the product is defective in any way, Tressence Virgin Hair will then exchange or replace the product. If the customer selects a product in exchange of greater value, they will be responsible for paying the additional cost of the item. Tressence Virgin Hair will cover the cost of shipping the exchanged/new item back to the customer if ship ped ground. Otherwise the customer will receive a $8.00 credit towards another shipping option. If Tressence Virgin Hair does not validate the product defect issue, we will return the item in question to the customer (via ground) at our expense without an exchange of product.

[redacted] did not contact us within the timeframe stated in our policy in order for us to come to an agreeable solution. Therefore, a refund or exchange will not be granted.

Review: I purchase some human virgin beach body hair from the supplier in the following inches 20,22,24 however I was sent 20,22,24 body wave I contacted the supplier she emailed me back requesting pics she agreed it was the wrong hair and then stated she would check her inventory and fix the issue however she never called me back and has been unresponsive to my emails and voicemail.Desired Settlement: I would like the product I order or she can return my money and send a return label for her hair.

Business

Response:

The business has responded. Please see below:Customer was asked to return incorrect merchandise in order for an exchange of the correct merchandise. The merchandise was never returned. Customer opened a claim with [redacted], however the case was resolved in out favor because customer did not return original merchandise. Sent on: 2/*/2016 2:50:48 PM

Review: I placed an order for hair extensions with this company on 8/**/2014. The site claims there is a 5-7 shipping time and that after your order is processed you should receive a tracking number in 2-3 days. Approximately 8 days later ( 9/*/2014) I contacted the company to check on the status of my order because it had exceeded the time the site claimed it would be delivered. The individual that I spoke to informed me that I would have my order by Thursday ( 9/*/2014 ) and that I would receive a tracking number that evening. The following the day I still have not received a tracking number so I called back. I was not able to contact anyone and the number kept going straight to voicemail. I tried to send them an email to the email listed on their site and I got a return notice stating the email address was not valid. Thursday gets here ( 9/*/2014) and my order is not here but I do receive a tracking number that does not work. Try to contact the company and can't get anyone. The following day after I have already missed my hair appointment, I call them again. The woman I spoke with said that the post office must have done something wrong by not scanning in the package and the best thing she could do was overnight a replacement order. It was clear that the company had not shipped the item and the tracking label had been purchased but nothing had been sent yet. I explained to her that I no longer wanted the hair but she said there were no refunds. She told me the [redacted] would call me to speak to me about my concerns, that also never happened. I finally receive the hair on Saturday ( 9/*/2014) and to my surprise all of the hair that I ordered wasn't even in the bag although it was clearly listed on my receipt which was in the package. The site was having a promotion for by 2 bundles of hair and get 1 free. It was advertised all over the site and that it the only reason I chose to purchase from them. I call the company back and I speak to the same woman. She tells me that when I placed my order, the promotion had expired and that's why I did not receive my hair. She says I should have received an email stating that the promotion expired and she doesn't understand how the site let me do it. I never did get that email. I was furious at this point. She spoke to me multiple times about my order and never mentioned I wouldn't be getting everything that was on my receipt. This was by far the worst customer service and experience I have ever had ordering online. She informs me again that the [redacted] will call me and more than likely just send me the hair. The "[redacted]" never calls but I do receive an email stating the hair will be sent and should arrive the following Friday. I still have not gotten a shipping number for that either. I will never shop with this company again and I would advise people to seek business elsewhere. Very unprofessional.Desired Settlement: I wanted a refund. I no longer wanted to do business with this company.

Business

Response:

The business has respondd to [redacted]. Please read below:

Customer placed an order after a promotion had expired. Customer was e-mailed numerous times in regards to her order stating that the promotion would be honored.

Our Terms & Conditions policies states: We are not responsible for carrier delays. In the event that a package is lost or stolen, we will issue a replacement. Customer was sent a replacement package.

Customer then tried to issue a claim stating that items were not received. However, according to the tracking number via USPS, items were delivered to customer.

Business

Response:

[redacted]

The business has respondd to [redacted]. Please read below:

Customer placed an order after a promotion had expired. Customer was e-mailed numerous times in regards to her order stating that the promotion would be honored.

Our Terms & Conditions policies states: We are not responsible for carrier delays. In the event that a package is lost or stolen, we will issue a replacement. Customer was sent a replacement package.

Customer then tried to issue a claim stating that items were not received. However, according to the tracking number via USPS, items were delivered to customer.

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 was never emailed multiple times in regards to my order. The only time I would receive an email from this company was after I was able to get someone on the phone to voice a complaint about why I haven't received my order and why when I did finally receive the hair is still was not the complete order. My receipt clearly stated that promotion was still ongoing and it also clearly has the item listed that was not in the package I received. When I spoke to someone from the company about not receiving the order she did not have a reasonable excuse. She claimed I should have received an email stating the promotion was over but that never happened. She had also spoken to me multiple times on the phone regarding my order and never once mentioned that the promotion had expired. That Was the only reason I placed an order with this company. The website let me place the order with no issue stating the terms were buy two bundles of hair get one free. Even after all of this the so called [redacted] never called me as promised and I still have not received the hair or a tracking number which I have asked for multiple times without a response. I filed a claim that I had not recieved the items because at the time I had not and no one answered the phone at this organization on the day they claimed the item would be shipped or responded to my emails. I'm still waiting for a bundle of hair that I was told my email would be sent almost 2 weeks ago. This is the worst customer service I have ever experienced and I will never deal with this company again.

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

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Tressence Virgin Hair regarding complaint ID [redacted].

Sincerely,

Review: I purchased the coily hair from Tressence Virgin hair online through [redacted] in the beginning of February. I installed the hair after receiving it in the mail (they delayed in shipping the package). I immediately noticed that the two bundles of hair were two different textures, and I commented on this in my initial review of their hair on their website, which they removed. Their website says that if you follow their instructions for care, the hair can last from 6 months to a year. I carefully followed all of their instructions, yet the hair lasted for less than a week. Within a few days, the hair became severely matted and unmanageable. I tried contacting Tressence Virgin multiple times via telephone and email, even sending them pictures of the hair. Yet, they ignored my efforts to reach out and refused to work with me. So, I put in a message via [redacted] which they did not respond to either. As a result, I put in a claim with [redacted] regarding the hair. Yesterday, on February [redacted] informed me via email that they could not decide this case in my favor because they found the seller sufficiently described the merchandise. Telling me that the hair will last up to a year and stay soft, when it will really become matted and last less than a week is obviously not a sufficient description. Then, in the [redacted] resolution center they said that they couldn't decide in my favor because the merchandise wasn't in the condition I received it in. This is the whole reason why I put in a complaint in the first place, because the hair is not in the condition I first received it. The hair started off nice and soft, but quickly became horrible despite my caring for it as directed. I am very disappointed with the lack of professionalism on Tressence Virgin's part. Not only did they never respond to me, but they told me through [redacted] that they are essentially unwilling to work with me, despite the fact that I spent almost $200 of my hard earned money with them.Desired Settlement: I would like to return the hair and they give me my money back, I no longer want to do business with them.

Review: I placed a hair order on April **, 2015 and received the hair on May *, 2015. On May **, 2015, I attended an appointment with a licensed hair stylist who has colored and installed my hair from previous brands.

On their website, Tressence offers a hair care guide for all of their hair textures. I followed the instructions, but two days after color and installation, the hair began to mat together, however it was manageable to an extent.

Two weeks into its installation, the hair began to form dreadlocks at the weft of the hair in large chunks. I was left with no choice but to take out the hair.

On the website, Tressence states the hair is top quality virgin hair meant to last a long time. I expected the hair to last at least two more installations.

I emailed Tressence on June ** explaining my dissatisfaction, and they said they would send me a replacement. After several attempts of trying to reach the company again to find out the status of a replacement, they never responded.

I have left two voicemails at the business phone number and three separate emails asking for a response, and have still not heard from the company. Not only am I dissatisfied with the product, but this is poor customer service.Desired Settlement: I would like a refund to my account for the hair. If a refund is not attainable, I would like a replacement in a different, safer texture.

Consumer

Response:

At this time, I have not been contacted by Tressence Virgin Hair regarding complaint ID [redacted].Sincerely,[redacted]