Wigs US

We are sorry to hear the Ms [redacted] feels that we have blatantly refused to speak with her to resolve this issue Here is a log of all our communication with Ms [redacted] for this order: Internal Comment (Call from Ms [redacted] ) Jul 31, 2:47PM CCI she got the wig stands but not the wigsShe is upset about the wigs not being thereThere was no damage to the boxShe is also upset that her last name is spelled incorrectlyIt should be [redacted] (internal note – we cchecked the invoice and it shows that the wigs will be shipping separately – maybe she just missed that??) Direct email Jul 31, 3:33PM Ms [redacted] Your order was shipped in shipmentsThe wig stands were shipped separately under tracking [redacted] The wigs were shipped today under tracking [redacted] Please let us know if you need any additional informationThanks, Wigs US Internal Comment (Call from Ms [redacted] ) Jul 31, 7:49PM Customer called in regarding the missing itemsI informed her that they shipped today via UPSJS (internal note – we sent this information via email at 3:33pm) Internal Comment (Call from Ms [redacted] ) Aug 2, 6:37PM Customer called in states she needs to speak to someone in regards to order#***This is in regards to receiving the wrong color wigsShe states that she is not able to follow the process for exchanging the wigsCustomer would like to be contcted back on this matterThank you BG (internal note – CS [redacted] called the phone number in her order Call eventually rolled to voicemail – no message left) Direct email Aug 3, 10:30AM Ms [redacted] We reached out to you this morning by telephone but were not able to speak with you directlyPlease respond to this email and let us know how we can assist you with your exchangeThanks, Wigs US Exchange Department Internal Comment to our Customer Service Department Aug 3, 10:31AM If she calls back in, please ask her to respond to the email as the fastest way to handle her exchangeWe tried to reach her but kept getting her voicemailMs [redacted] ’s email Response From: [redacted] [mailto: [redacted] ] Sent: Thursday, August 03, 2:PM To: WIGS-US.com Subject: Re: Order Status NO ONE phoned me this morning! I am reporting this company to the Revdex.com for you extremely poor customer service, and the difficulty in trying to exchange an itemI have no printer, I am disabled, and very illI have no way to print out your form, therefore, you have taken my money, and I cannot use both wigs purchasedShame on you!! Sent from my iPhone (internal note – at this point, all communication will be in writing only) Direct email to Ms [redacted] On Aug 3, 2017, at 5:PM, Wigs US < [redacted] > wrote: Ms [redacted] , My name is ***I personally called your phone this morningI sent you an email so as to let you know that I was still trying to reach youYou may of course reach out to the Revdex.com if you feel that is the best course of actionIf you wish to work through email to figure out the best way to exchange or return the wigs you purchased, I am here to assist youPlease just respond to this email and let me know what is going on and how I can assist youThank you, Return/Exchange Department Wigs US Ms [redacted] ’s email Response From: [redacted] [mailto: [redacted] ] Sent: Thursday, August 03, 5:PM To: Wigs US Subject: Re: Order Status I purchased two wigs that look nothing at all, not even close, to the color shown on lineI immediately phoned, and was told I would have to print out a return form, which SHOULD HAVE BEEN SENT with my order, but was notWell, I gave no printer, so please tell me how within days we can get this all done? Just want to exchange for wigs that come in the color that I actually wantThank youBeing that they still did not correct my name after numerous requests, I'll provide my number againNo calls were made to my phone todayNot one, unless the call was blocked and then I would not see it, but no message was left either [redacted] (not [redacted] ) Direct email to Ms [redacted] Ms [redacted] I am sorry I missed you this morning This is the same number as the one in the order and the same one I called this morning I am not sure why my number was not registered, maybe you were on the phoneWe show that you ordered the P27/30/in both wig styles We have confirmed that this is the color that was shipped to you These color swatches are provided by the manufacturer so we are not sure why they are not displaying on your monitor properly However, we can easily work through email to make arrangements for an exchange or a return, whichever works best for you What color do you need if this color will not work for you? Thank you, Wigs US After this email, Ms [redacted] decided to open a Revdex.com claim We really don’t know what more we could have done to assist her We are not requiring her to use the form since she cannot print it We are offering to exchange the wigs for a color better suited to her or to accept them as a return for refund as covered by our Return PolicyAt this time, it seems it would be best for Ms [redacted] to return the wigsShe may indicate in writing that she would like to return them for a refund as set out in our Return/Exchange Policy or she would like to exchange them for another color We are happy to assist her in either optionTell us why here

Complaint: ***
I am rejecting this response because: I requested to have a manager phone me, so we can discuss options in real timeThe written response sent by Wigs-US, did provide a realistic resolve for this situationThey blatantly refuse to speak with a customer, which speaks volumes on the type of company they truly areBeing that they will not phone me and help work out a way to rectify the matter, I have no recourse but to reject their response to my complaint.
Regards,
*** ***

We are very sorry to understand that you are having this issue. We are copying our Return Policy here for your convenience as there seems to be some confusion as to what our policy actually is:***EXCHANGES AND RETURNS Returns and Exchange Policy Your
Satisfaction is our Goal! If for any reason you are unhappy with your purchase, we will gladly exchange or refund the itemPlease ship the item back with the exchange and return form included on the backside of your invoice within business days of receiptItems must be sent back within business days of receipt in new condition* (see Eligible Condition below).Items cannot be worn or tried on, must be in the original packaging with all tags attached and be odor-free.Retail packaging must be unblemished (no creases, split or damage of any kind).Costume wigs, costume accessories, wig accessories, clearance sale items and price matched items are FINAL SALE.* Shipping fees for returns are to be paid by the customerWe are not responsible for lost or damaged packagesPromotional items of the product being returned must also be sent back; otherwise retail value will be charged*ITEMS THAT DO NOT MEET THESE CRITERIA WILL BE SUBJECT TO A 50% RESTOCKING FEEReturn and Exchange Process We only sell brand new,unworn itemsWe receive and carefully inspect all returned items to ensure eligible condition at significant time and costs investedIn order to maintain our low prices and excellent service, we charge a $or 15% restocking fee (whichever is greater) on the purchase price (discounts from promotions and shipping fees are non-refundable)Any remaining amount will be issued back to the original method of paymentOnce the item is received in our facility, allow up to week for an email confirmation of the refund statusNO restocking fees and Free Ground Shipping for domestic exchange orders!* Exchange Process Place your new order online or over the phone within days of receiptExchanges must be of equal or greater valueAny remainder will be issued as a store credit for use on a future purchase.The value of the Free Shipping coupon, if used, will be deducted from any refundCoupon codes, promotions or gift certificates received are non-transferable.In the comment section reference your order number and the item you are sending backUse Expedited in the coupon code section of the checkout to waive the Domestic Ground ShippingEligible Condition: Item must be in original factory condition - unworn, not tried on and undamaged or altered in any way (brushed, styled, cut, product applied, etc)Tags must still be attached and hairnet undamagedNo perfume or odors of any kindRetail packaging must be unblemished (no creases, split or damage of any kind)All original retail packaging and materials must be returnedExchange or Refund must be requested within days of receiving your original orderIneligible Products: Costume wigs, last call or clearance items, discontinued items, care products, accessories, liquids, special order items, price-matched and wholesale orders and any item which is not found to be damaged or defective (if so claimed)Please use the form on the back of your invoice or you may download the form here: Exchange or Return FormAs you can see above, we offer both exchanges and return for refund. The eligible conditions are the same for both. If you wish to return, you are able to download and print the form. If you do not have a printer, you may hand write the form information>As for being told "tough luck", we are having our customer service manager pull all of our phone recordings of any call that was with you. At no time would a comment like this be acceptable. After a thorough review, we will address the CSRs that spoke with you and ensure that they are properly educated if necessary.The color swatches for this wig by this manufacturer are supplied by the manufacturer. This particular order was shipped direct from their warehouse. We double checked with the manufacturer's warehouse and confirmed that they shipped you the exact color that was ordered and that the color is as shown in their swatches. As you no doubt are aware, sometimes color is displayed differently due to individual monitor settingsin other words it is possible that what you are seeing is slightly different than what it will look like in person. That said, it would not be a "completely different color" as you stated above. Of course, should you return the wigs, we will compare them to ensure that you received the color you ordered.At
this time, we have not received any return for either refund or
exchange. Should you decide to return the wigs we are happy to either
exchange them for a color which is more suitable for your needs or issue
a refund as set out above.We hope this helps to clarify our return policy for you

Ms *** We are very sorry for any confusion you may have experienced. If a buyer uses a free shipping coupon at checkout and then subsequently returns that item, the value of the free shipping coupon is deducted from the refund.This is set out clearly on the Return Form. It is
our understanding that you were not able to print the return form and therefore did not return it with your wig. We issued the refund per our return policy since you were not able to print the form.Aug 1, 11:02AM Refund Calculation: less 15% restocking fee of $equals Then less value of free shipping coupon of $equals $Refund for $issued on 8/1/2017We hope this helps to clarify how your refund was calculated

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]Free shipping is free shipping.  Just because I returned the wig, that should have no bearing on receiving it with free shipping.  To deduct the shipping from my return is rediculous.I have never encountered a company that uses this tactic.You owe me $7.95.

We are sorry to hear the Ms. [redacted] feels that we have blatantly refused to speak with her to resolve this issue.  Here is a log of all our communication with Ms. [redacted] for this order: Internal Comment (Call from Ms. [redacted]) Jul 31, 2017 2:47PM CCI she got the wig stands but not the wigs. She is upset about the wigs not being there. There was no damage to the box. She is also upset that her last name is spelled incorrectly. It should be [redacted]. (internal note – we cchecked the invoice and it shows that the wigs will be shipping separately – maybe she just missed that??) Direct email Jul 31, 2017 3:33PM Ms [redacted] Your order was shipped in 2 shipments. The wig stands were shipped separately under tracking [redacted]. The wigs were shipped today under tracking [redacted]. Please let us know if you need any additional information. Thanks, Wigs US   Internal Comment (Call from Ms. [redacted]) Jul 31, 2017 7:49PM Customer called in regarding the missing items. I informed her that they shipped today via UPS. JS (internal note – we sent this information via email at 3:33pm)   Internal Comment (Call from Ms. [redacted]) Aug 2, 2017 6:37PM Customer called in states she needs to speak to someone in regards to order#[redacted]. This is in regards to receiving the wrong color wigs. She states that she is not able to follow the normal process for exchanging the wigs. Customer would like to be contcted back on this matter. Thank you BG   (internal note – CS [redacted] called the phone number in her order.  Call eventually rolled to voicemail – no message left) Direct email Aug 3, 2017 10:30AM Ms [redacted] We reached out to you this morning by telephone but were not able to speak with you directly. Please respond to this email and let us know how we can assist you with your exchange. Thanks, Wigs US Exchange Department   Internal Comment to our Customer Service Department Aug 3, 2017 10:31AM If she calls back in, please ask her to respond to the email as the fastest way to handle her exchange. We tried to reach her but kept getting her voicemail. Ms [redacted]’s email Response From: [redacted] [mailto:[redacted]] Sent: Thursday, August 03, 2017 2:58 PM To: WIGS-US.com Subject: Re: Order Status   NO ONE phoned me this morning! I am reporting this company to the Revdex.com for you extremely poor customer service, and the difficulty in trying to exchange an item. I have no printer, I am disabled, and very ill. I have no way to print out your form, therefore, you have taken my money, and I cannot use both wigs purchased. Shame on you!!   Sent from my iPhone   (internal note – at this point, all communication will be in writing only) Direct email to Ms. [redacted] On Aug 3, 2017, at 5:34 PM, Wigs US <[redacted]> wrote: Ms. [redacted], My name is [redacted]... I personally called your phone this morning. I sent you an email so as to let you know that I was still trying to reach you. You may of course reach out to the Revdex.com if you feel that is the best course of action. If you wish to work through email to figure out the best way to exchange or return the wigs you purchased, I am here to assist you. Please just respond to this email and let me know what is going on and how I can assist you. Thank you, Return/Exchange Department Wigs US   Ms [redacted]’s email Response From: [redacted] [mailto:[redacted]] Sent: Thursday, August 03, 2017 5:52 PM To: Wigs US Subject: Re: Order Status   I purchased two wigs that look nothing at all, not even close, to the color shown on line. I immediately phoned, and was told I would have to print out a return form, which SHOULD HAVE BEEN SENT with my order, but was not. Well, I gave no printer, so please tell me how within 10 days we can get this all done?  Just want to exchange for wigs that come in the color that I actually want. Thank you. Being that they still did not correct my name after numerous requests, I'll provide my number again. No calls were made to my phone today. Not one, unless the call was blocked and then I would not see it, but no message was left either. [redacted] (not [redacted])   Direct email to Ms. [redacted] Ms [redacted] I am sorry I missed you this morning.  This is the same number as the one in the order and the same one I called this morning.  I am not sure why my number was not registered, maybe you were on the phone. We show that you ordered the P27/30/33 in both wig styles.  We have confirmed that this is the color that was shipped to you.  These color swatches are provided by the manufacturer so we are not sure why they are not displaying on your monitor properly.  However, we can easily work through email to make arrangements for an exchange or a return, whichever works best for you.  What color do you need if this color will not work for you? Thank you, Wigs US After this email, Ms [redacted] decided to open a Revdex.com claim.   We really don’t know what more we could have done to assist her.  We are not requiring her to use the form since she cannot print it.  We are offering to exchange the wigs for a color better suited to her or to accept them as a return for refund as covered by our Return Policy. At this time, it seems it would be best for Ms. [redacted] to return the wigs. She may indicate in writing that she would like to return them for a refund as set out in our Return/Exchange Policy or she would like to exchange them for another color.  We are happy to assist her in either option. Tell us why here...