Complaint I purchased hair from PH collection about October 6th. I had the hair installed. I received on October 9th and had it installed on the 10th. By the 15th the hair started matting and shedding immediately. I wrote to the company asking if it was possible I received a bad batch or for suggestions to fix the hair and received no response. I have sent a total of 3 emails as of October 22 and I have yet to get a response from the company. Product_Or_Service: Hair
Desired Settlement I would either like a replacement of the hair or a refund. I order semi frequently and this is the first time I've had this situation occur.
Business Response Hello Ms. *****,
I would like to apologize for any inconvenience this has caused you. I have checked out records and we do not have any orders for you in the month of October 2015. Can you please provide me with the invoice number for your order? Or can you provide the number the order would have been placed under? I did a search by your name: however, I did not turn up any information.
I will be happy to work with you to get this matter resolved; but, our first step is locating your order and then we can go from there.
Thanks for your patience regarding this matter!!!
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I've emailed customer service several times. I have the credit card slip however when I log onto your website it doesn't show my order history but it does show my account. You can look it up by my email and then perhaps you can find my orders or I can send the credit card slip.
Final Business Response Hello,
Today 12/16/15 I received the invoice showing our customers purchase. The date of the purchase was 9/2015; however, I was initially provided 10/15 date and that is what caused a delay in me located the proper order.
I will have *****'s new hair shipped out to her within the next 24-48 hours, Once the order has been shipped I will email our customer her tracking number so she can track her package.
I would like to apologize for the experience she has had with PHC and I hope we can retain her as a customer.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) As per our discussion PHC has replaced the bad batch of hair that I have received.
Complaint I ordered two bundles from PH Collection during their anniversary sale. When I received my order, it was 4 pieces of hair (not equal to 2 bundles maybe one). The customer service representative stated that those pieces are equal to two bundles. He further stated that with a special you do not receive regular bundles (full price bundles). The advertisement stated two bundles not half bundles for $100.00. In addition, I emailed them about my complaint and received no response.
Desired Settlement I believe this was a cause of false advertising and I will never do business with this organization again. I also ordered a different type of hair at the same time and received two full bundles.I would like for PH Collection to send me the full bundle of 14 inch curly hair that I am missing.
Business Response We send 4 pieces of product which is equal to two bundles of hair. We will be happy to exchange her products.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not want to do any business with this company. When I order two bundles of hair, I expect to receive bundles not pieces. It took 2 weeks to receive my hair the first time and I refuse to wait any longer. Lesson learned: Stick with ********
Final Business Response I reached out to Ms. **** to try to explain that the 4 pieces she received was the right amount for the special. The oz equals to 3.5 to 4oz per bundle. We would like to resolve this issue to satisfy the customer.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I did receive four pieces of hair from PHC. I do not own a scale that weighs ounces, so I can not agree or disagree with that statement. No one has reached out to me about resolving this issue beyond replying to my complaint via the BBB website. If this company states the hair is 7 to 8 oz total weight that is fine with me since I am unable to disprove this statement. I do not believe the two bundles will satisfy a full weave like the website states but that is only a matter of opinion. Consider the case closed and no further action needed. I accept the resolution because I do not want to keep going back and forth with PHC over a minimal price purchase and I will have to order more hair to attain a decent full weave.
Complaint I placed an order (order ****** on February 12, 2014 and I have not received my order to date. My credit card was charged. I have sent various emails and left voicemails but I have yet to receive the product I ordered and paid for or received any return messages from the company concerning my order. This is my last resort.
Desired Settlement I would like to know if my hair will be shipped or I would like my money back immediately.
Business Response I am reaching out to you via email because I have been unsuccessful in my many attempts to contact you on the number listed on your account. First off I am extending my deepest apologies for any inconveniences you have experienced with our company. Your order **** did not successfully leave our location. The item you chose was on backorder and is currently on backorder. If you would like I can send you another length or style as compensation for your troubles. If this is still un satisfying to you I can process a full refund immediately. Please contact me at (XXX) XXX-XXXX which is my personal cellular number.
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted and advised that they would ship a second choice because the hair that I ordered was still not available.
Complaint PURCHASED HAIR ONLINE, RECEIVED THE WRONG PRODUCT NOW I CAN NOT GET THE COMPANY TO REFUND OR EXCHANGE PRODUCT! Date Ordered: 01-30-2014 15:54 Order id: ***** paid by **** total amt - $184.99 ordered **** ******* ********* ***** received ********** kinky!
Desired Settlement i want a refund of $184.99
Business Response Contact Name and Title: ******** ******* Contact Phone: XXXXXXXXXX Contact Email: ************************************* Customer Service was delayed due to weather conditions in the area. Customer order was received yesterday. Customer was contacted via telephone today. She was unclear about the texture of the product purchased. She was, in fact, sent the correct item. Explanation was provided to the customer about the product ordered, and funds were returned.
Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) received a refund from the company
Complaint Product (hair clips) arrived missing clips. Company will not respond to my emails and attached picture of the defective product. I sent the following in an email to the company at least 3 times.. I received my order yesterday and part of the clip extensions had no clips. I am not sure what all I was suppose to receive. I ordered the pack of 6 clips buy one get one free. I received 8 pieces of larger clips of hair and 12 very small pieces just large enough for one clip, 8 had one clip and 4 small pieces with no clips, see attached. This is my first order with your company so do not know what I was suppose to get but I did think all pieces would have clips. Please let me know if I was suppose to receive 12 pieces of the larger clips of hair the ones with 3 clips. Thank you. Order number ***** ************ I have not received a response after sending it to all of the email addressed I found. I do not know how to attach the picture I sent to this documentation.
Desired Settlement I would like a response of what I was suppose to receive and I would like to receive the hair clips with hair.
Business Response Hello Ms. ****,
I would first like to apologize that you have received defective hair clips. I searched the Customer Service email inbox and my personal inbox and I did not find any emails from you. I have also checked our call logs and I did not find any phone calls from you regarding this matter.
We will be more than happy to send you a return label so you can ship the product back to us and we will express ship some new hair clips out to you. Also, please forward your emails that you said you sent to us to me directly so I can do some more research. My email is *********************************
Consumer Response I forwarded the emails as instructed in the reply and have not received a response from Tara.
Final Business Response Hello Ms ****,
Per your invoice you order the product listed below.
Buy 1 Get 1 FREE SALE Brazilian Body Wave 6 Pieces Hair Clips length: 10 inch 6 pcs Brazilian Body Wave Hair Clips $159.99
As stated in my previous response I am more than happy to send you a return label so you can send back the defective clips and we will ship you out new clips.
Please forward me the emails you sent to our company so I can look into why they were not responded to. Also, confirm that you would like to move forward with getting the clips replaced.
My direct email is T********************************* Again I apologize for the inconvenience...
Complaint I placed an order from PH Collection (herein after ?PH?) on March 7th. On March 15, 8dys later I contacted PH to inquire about my order and was advised that the order had not shipped because they needed to verify my shipping address because it was different from my billing address. I was told that I had ?failed" to respond to numerous emails that were allegedly sent to me regarding this. I requested a refund but my request was refused. After checking my email account I found ONE email dated March 11th and it didn't come from PH, it was from ?Docusign.? The email contained an ?Authorization for Credit Card Use? form requesting my credit card number, the amount to be charged and my signature. It also requested that I forward a copy of my driver?s license back with the form. My initial order was placed on March 7th and payment was deducted from my account at that time. To hold up the shipment of my order for 7 days under the pretense that this form, which had nothing to do with my billing and shipping addresses, makes no sense. I signed the form, WITHOUT filing in the requested information and sent it back. I received an email acknowledging receipt and confirming my order was complete. By March 21st I still had not received my order so I called PH once again requesting the status and was advised that it had shipped on March 16. The customer service rep told me that she would track the package and return my call later in the day. I was never provided with a tracking number and I never received a return call. On March 23rd, 16 days after the order date, I once again called PH to inquire about the status of the product and after a brief hold I was advised that Fedex website has the package listed as scheduled to be delivered by the end of the day March 23. I inquired about the fact that I never received a tracking number and was advised that I should have and it was an oversight on the part of the PH shipping department. I once again inquired about a refund and was advised that I could not receive one until I received and returned the package. I was given a tracking number and when I tracked the package I discovered that it was not shipped until Tuesday, March 22 (15 days after the order date) and the scheduled delivery date is Thursday, March 24th. It has been 16 days since I placed my order with PH. I have been lied to numerous times regarding the status of my order. PH did never advised me that the order had not shipped, nor did they attempt to rectify the matter by expediting shipping or offering me a partial refund. Product_Or_Service: Hair Order_Number: *****
Desired Settlement I would like a partial refund of my payment for PH's failure to deliver my product within the 7 business days as stated on the website and for the inconvenience it has caused me. I would also like for the BBB to investigate this "Authorization for Credit Card Use" form that was sent to me AFTER the monies had been debited from my account and sent to PH by my bank. I would also like other consumers to be made aware of PH Collections practices and to beware of this form.
Business Response Hello,
I would first like to apologize that Ms **** is unhappy with her experience with PHC. Our Customer purchased on 3/7/16. Per the terms of our invoice all orders will be shipped in 7 days. Ms. **** purchased standard Fedex Ground shipping. On her order the billing address and shipping address were different. PHC has a policy where we request additional information from our customers via email from docu sign. This email is labeled Perfect Hair Collection Douc Sign, Two emails were sent out to our customer to the email address she provided for her order. On 3/15/16 Ms. **** spoke to Customer Service and advised she was not aware of the email but will get it sent over to us. Once we received her paperwork we shipped her product out and sent her an email confirmation. I do understand this process may be a bit frustrating for customers when they are pending products; however, our policy to gain additional documentation when a customer uses two different addresses is not only to protect PHC from Fraud, its to also ensure we are not shipping our customers products to the wrong place.
Its always our goal to provide superior customer service to our valued customers.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) My order was placed on March 7, 2016 and the monies were deducted from my account on that date. PH forwarded me one email dated March 11 requesting me to sign an Authorization for Credit Card use. It requested my credit card number, the amount of the purchase, a copy of my driver's license and my signature. This document had nothing to do with my shipping or mailing address. Why is this document necessary when you had already deducted the payment from my account on 3/7 which you SHOULD NOT HAVE DONE until you shipped the product. After I returned the document to you, you still did not ship the product. I have a copy of the tracking slip from fedex that states the package was not shipped until March 22 and it was not received by me until March 24. I also received a shipping confirmation from PH on March 23, 2016 advising me that the product had shipped and the delay was because the product was out of stock. In addition, I received another email stating that the delay was "my fault" because I failed to return the requested document. I'm confused? Where you waiting for a document that had been returned to you? Was the product out of stock? Who's "fault" is this mines or PH's? I have copies of every email associated with my order and I have saved the telephone message I received from a representative from PH on March 17 advising me that my order had shipped on Wednesday (March 16). PH was unjustly enriched in that it deducted payment for a product that it did not have in stock and failed to advise me that it did not have the product and refused to cancel my order or refund me my money when I requested it do so on March 15. Also, instead of taking responsibility for its actions PH has consistently lied to me and has also attempting to place the blame for the delay in shipping the product on me. This delay caused me to make the same purchase elsewhere inasmuch as I needed the product in a certain time frame. PH has very poor and questionable business practices and its response to my complaint is unacceptable and not true. If I had read the reviews on BBB prior to placing my order, I would not have done so.
Final Business Response Hello,
I certainly understand Ms. ****s frustration. PHC tries our best to put our customers first and provide the best customer service. Any time we have a customer whose placing an order and their billing address and shipping address are different we must take some additional steps to verify that we are spending products to the proper place. This is to secure the cardholder as well as PHC. We do not ever want to send products to the wrong address due to a typo, fraud or etc.
I do understand a consumer may not be comfortable with providing their DL or State Issued ID so I did give the option to have the products sent to the billing address with no additional paperwork needed.
At this time, we must follow policy as it is set in place to ensure we do not expose ourselves or our customers to fraudulent purchases.
Please let me know if you would I will be happy to send the products to your billing address. If you have any other questions please let me know.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The steps listed above should be taken PRIOR to charging a customers credit card. The card SHOULD NOT be charged until the product ships. Once payment is received the product should be shipped immediately, not one month later. if you do not have the product that you received payment for the customer should be notified and given the opportunity to receive a refund or choose another product. In this instance your "no refund" policy does not apply, You can't just keep the customers money because you sold a product that you didn't have.
Your response "you would be happy to send the product to your billing address" makes no sense. I've already received the product.
You are refusing to acknowledge that your at fault and proffer an apology. instead, you want to pass the blame on me and give excuses. You have very poor customer service.
I hope that other potential customers read this complaint and refrain from ordering from your company, especially if they are in need of your product expeditiously for an event. If they do purchase from you, I hope this at lease makes them aware of the pit falls.
Complaint I placed an order on December 22, 2015, on December 29 I received an email stating my package was on the way. When I checked my tracking information on Monday January 4th, the UPS site stated the package had been delivered and signed for by someone named Roberts and there is no one at my residence by that name. Not to mention the fact that I received a note from UPS stating "SORRY WE MISSED YOU" and advising delivery will be attempted again on the next business day. I've sent several emails to PH Collection and left multiple voicemails that have all gone unanswered. Product_Or_Service: Lace closure Order_Number:******
Desired Settlement I would like my package delivered or a refund.
Business Response Hello ******,
First I would like to apologize for your inconvenience regarding receiving your order. Its our goal to provide customers with the Best service and products.
Regarding you reaching out to PHC I have no records of any emails from you stating your package has not been received. I did search the inbox to ensure we have not overlooked your communication with us.
As far as voicemails, PHC has one Customer Service number which is************* and that number never goes to voicemail. If no one is available to take a customers call we have a 24 hour answering service that takes a message and forwards all messages to my direct email. I do not have any messages from you regarding the status of your order.
If somehow you have any other numbers for PHC that is not the 800 number, I do apologize; but, that is not our contact number for Customer Service.
I do understand that you have paid for products and your are stating they were never received by you. PHC has mailed out the products you paid for via UPS. If at any point your package is lost, stolen or not received from our carrier we must launch an investigation to have the package retrieved or receive the funds back to cover the loss.
At this time PHC cannot ship you out new product or provide you with a refund. I have started an investigation with UPS, the process can take two to three weeks. Once UPS has taken the steps they need to get this resolved PHC can move forward based on the feedback UPS provides.
Your patience regarding this matter is greatly appreciated and we are working diligently to get this resolved for you.
Consumer Response I placed an order on December 22, 2015, on December 29 I received an email stating my package was on the way. When I checked my tracking information on Monday January 4th, the UPS site stated the package had been delivered and signed for by someone named Roberts and there is no one at my residence by that name. Not to mention the fact that I received a note from UPS stating "SORRY WE MISSED YOU" and advising delivery will be attempted again on the next business day. I've sent several emails to PH Collection and left multiple voicemails that have all gone unanswered. Product_Or_Service: Lace closure Order_Number: ***** This is a second complaint as the initial complaint was closed without a resolution. I met with UPS, but I never heard anything from PH Collection. Product_Or_Service: Lace closure Order_Number: ***** At this point I would like a refund because this has gone on too long and the company is not even making an effort to communicate with me.
Final Business Response Hello ******,
I totally get your frustration, as we work with UPS to get this claim filed and your product shipped. I do apologize that this has been such a long process, as I have been working diligently with UPS to get you taken care of.
Due to the delay in getting things taken care for you I have submitted a refund request in the amount of $118.75 (the total cost of your purchase). Please allow three to five business days to see the funds back into your account.
I do appreciate your patience while I worked on getting this resolved for you.
If you have any questions please let don't hesitate to reach out to me directly.
Complaint The product that is advertise online that is order is not what I received. I order some hair extension for weaving, I order the oroduct based on what is advettise on the website. I was shock when I reveived my package and open it, it is not what I order. Contacted the seller and got no response.
Desired Settlement I would like to get my money back.
Business Response Hello,
I would like to apologize if Ms. ******* feels that she has not received what she has ordered from PHC. This complaint is the first that i am hearing she is not happy with what she ordered. Could you please provide me some additional feedback explaining what about your product you are not happy with. Our records show you ordered 2 Braz Kinky Curly Luxury Hair Extensions. When I checked with shipping I am showing that we filled your order and shipped the product out per your invoice.
PHC strives on providing superior customer service, so please follow up providing additional detail so I can see how we can assist you moving forward.
Thanks in advance...
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I did contact the company and did not received a response, I have contacted this company before inquiring about my order and never receive any response from customer service. Then I email the owner and that is when I got a response. After receiving my order I emailed the owner regarding my disappointment and never go a response. Please see the email communication below....My disappointment email was send 12/23/2015 at 6;56pm the day I received the order.
Good day, I really felt like I must write this email. I have been buying hair online for awhile now. I buy from China and locally within the USA. I decided to give your company a try base on listening to you on the Steve Harvey Morning show. In all the years of buying hair I have never been this disappointed. I placed my order on Dec 11, my order was shipped on the 21. I emailed you on the 19 and you told me my order was shipped on the 18 which is not true (I hate being lied to). I received my order and was in awe of what was in the package. I order 2 bundle of hair (which was suppose to equal 8oz). I always you 8oz and have left over. What I received was not even enough to cover half my head. I order 12inches. What I received is 10inches. On the website this should have some gold streaks, there is none in what I got. I order kinky per what is advertise, what I got is not kinky. I am beyond disappointed. I felt like I just flushed $267 down the toilet. I would have been better off ordering from China. This is what I get from trying to support black own business. Thank you, ******
On Dec 19, 2015 1:07 PM, "******** ************" <*************************************> wrote: ******
I'm sorry I thought customer service had responded to you already your order went out yesterday! I will follow up shortly with a tracking number
I apologize for the delayed response!
Sent from my iPhone
On Dec 19, 2015, at 12:24 PM, ****** ******* <*********************> wrote: Hello, I placed on order on December 11. The funds as been removed from my account, I have not heard anything about my order and today is the 19. I send two emails to CS and got no response. Thank you, ****** *******
Final Business Response Hello ******,
Thank you for providing me with that information. I would like to apologize for your experience thus far.
PHC has a no refund policy; however, I am more than happy to work out an exchange. As far as the color, we do not color or dye the hair. The hair we sale comes in its natural state and you would have to seek a stylist to have your hair professionally colored to your liking. There is not a link on our site that offers colored or streaked hair.
If you would like to do an exchange of the hair you originally ordered please let me know. I will send you a shipping label to return the hair you purchased. Once the tracking is update and shows the hair in route back to PHC I will have happy to send new hair out to you.
Please let me know if you have any additional questions.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I am already frustrated with this company, I come to term that I was doop and consider my $267 a total lost. This company advertised a product and I bought the product based on what was advertised and got something totally different. I do not want anything. all I want is my complaint to be log so no one else will lose their money based on false advertisement. I will never but anything from this company, ever, and I will surely let my friends know that and everybody else. Thank you
Complaint Priority Mail envelope arrived with hair products but no hair. The package had possibly been opened. I placed an order on September 18, 2015 (maybe my 4th order this year) which was $273.78 purchased with my Visa Debit card. Invoice #4352/Order #***** dated September 29, 2015. The package was left at my door on (this order took longer to arrive than usual) and when I opened it, only the hair products I purchased were in the Priority Mail Envelope . I was thinking, maybe the (2) bundles of hair might have been on backorder since the company's anniversary sale was extended. It took longer for this orderthis particular order to arrive. I waited several days after, inboxed Mrs. ************ on Facebook on September 29, 2015 only to be, told after my second inquiry on November 3, 215, that someone from her customer service staff, *******. Basically I was told it was not the company's concern since I did not pay an additional $16.99 to sign for a order already costing $273.78. I felt that was a cold-hearted response since I placed several orders prior to this totaling MUCH more.
Desired Settlement I would like a refund like the order was placed. If it were offered i would accept replacement product; but, I'd rather not have anymore dealings with this company.
Business Response Hello,
Regarding Ms.******'s order. We would like to apologize for the experience she has had regarding getting her order out to her. PHC sent out Ms.******'s full order and the shipment was delivered and left at her door. When Ms.****** contacted us we checked with shipping to ensure we sent out her complete order and got confirmation that everything was sent out. Which is our policy, we do not ship partial orders. Once we have packaged an order and its received by UPS, at that point UPS is liable for the products. Ms.****** was advised that she will have to file a claim with UPS for her items that she is stating are missing. Since the order and tracking is under our customers name PHC cannot file he claim, it has to come from the customer whose name is on the package as the receiver. This detailed information was provided to Ms.******.
Has a claim been filed with UPS as of yet? That is the process she must follow in order for the customer to begin to the process to get either her product or money returned to her.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Metro Atlanta, Athens and NE Georgia. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.