Complaint I ordered clip on hair extensions. I never received them. I saw xxxxx, Material Girl Hair, at the xxxxx in xxxxx on December 7, 2014. She instructed me to go to her salon on xxxxx in xxxxx on Tuesday, December 9, 2014 to pick out my clip on hair extensions. I did and I ordered them on the same day. I gave a 50% deposit. Promise date for delivery of hair was December 19, 2014. I have a receipt for the above. After December 19th, numerous phone calls were made by me as to where and when I would pick up the product. I kept being given different answers as to where the product was and when I could get it. Eventually my phone calls were not accepted. I used a different phone number to call and my call was accepted. I was told again I could pick them up at the xxxxx store and that I would receive a refund of my deposit and the product would be free for all my inconveniences but again I would first receive a phone call prior to picking them up. I never received a phone call so I went to the xxxxx store saw xxxxx and again was given a run around as to where my clips ons were. She did not have them. She told me she would call me the next day and I could pick them up January 8 or 9th. I still have not received that phone call or the products. My deposit was refunded on my credit card. This was a terrible experience for me. I cannot believe a business franchise is allowed to operate this way.
Desired Settlement I want the clip on hair extensions I ordered and was lead to believe would receive.
Business Response Customer wanted custom items which takes extra time. Then she wanted us to add platinum blonde color (which takes extra time). There was a death in our family therefore I did not have a chance to connect with customer. I did give customer FULL refund. I apologize for any inconvenience. We gave customer refund and that is all we are willing to do at this time.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptable. I spoke with xxxxx at the xxxxx regarding blond clip ins. When I went to her shop two days later and ordered the clip ins we discussed the blond again. My receipt dated December 6, 2014 shows a 50% deposit and an additional $40 extra for the blond color. Estimated date of arrival was December 19th. xxxxx knew from the beginning what I wanted and ordered. It's in black and white in her hand writing. Instead of telling me it would take longer she led me on in every phone call that they were in the making. Finally, I visited her unannounced at her salon only to be told her assistant was in charge of the salon and she did not know where the assistant had put them even though xxxxx made a phone call to her assistant in my presence. I was told not to come to the salon unless called. I was told I would receive a phone call on January 8th or 9th to pick up the blond clip ins and that I would receive a refund of my deposit and there would be no charge for the clip ins because of all my inconveniences. I never received a phone or the product. If I do not receive satisfaction I will write to the franchise company as well. I still want the product I ordered.
Final Business Response We have sent customer full refund. This is all we are able to do for the customer at this time. We apologize for any inconvenience.
Complaint I bought here from the hair company listed in this complaint. The hair has no good quality. I I bought three bundles of hair for $395 four months ago the hair was stated to be good quality and last for a minimum of two years. Since then I've had multiple problems The hair is matted can not be brushed or combed. I can't color it nothing at all. It's like a Brillo pad. I went to her location to resolve the issue and nothing was done. In result I had to take out the hair I'm left with having to wear a scarf This hair can not be used at all. $395 is a lot of money to pass up. I was told she replaces and sell old cheaper hair and try to mix the good hair with the old or bad batch or hair. She's cheating people of their money and product.
Desired Settlement I don't want store credit of a gift card. I would like a total refund of my $395. I have the hair in a bag so she can have her refurbished used hair back. I wasn't given new good quality hair I have both my receipts that DOES NOT stated no refund. I would just really like my money back. She's rich $400 and I'm left with nothing and wearing a head scarf.
Business Response We're sorry to hear that you feel like Material Girl Hair did not meet your expectations. It is not our standard to have unsatisfied clients. While we can offer our sincerest apologies for your experience, we also believe there are a few facts that are missing from your complaint. The first is that the Material Girl Hair return policy is clearly posted on an 8x10 sign directly in front of the register where you purchased your hair. It's also posted on our website and explained verbally when you complete your purchase. You are correct in that its not printed on our receipts being that each sale is recorded manually in a 2 part receipt book. The reason is because MGH makes every effort to work with our clients on a personal level in order to ensure the integrity of our product and services remains intact throughout the life of your purchase. The circumstances surrounding your experience are truly out of the ordinary from our day to day interactions with clients. The hair that you attempted to return had not only been used, but was not on sanitary condition. More than that, it took over six months for you to return the hair or even contact us with a complaint. If the hair was in such bad shape, why wasn't it brought to our attention within the first 30-60 days of purchase? Due to NC State Board regulations as well as the Dept of Health and human services, It is also illegal to sell, buy or inventory used hair. Material Girl Hair does not, has not, and will not participate in any illegal activities or practices. When educating our clients on how to care for their hair, we HIGHLY recommend using a licensed stylist to install and care for your hair. This is due to the high quality of our product, only PROFESSIONAL products should be incorporated in your hair maintenance. If you purchased a luxury car, why would the manufacturer recommend using low grade fuel to maintain a high maintenance engine and then expect great performance? You'd want to get the most out your investment, in order to do so, you'd have to follow the manufacturer's instructions. Just an FYI, MGH does not participate in any "hair mixing". Doing so would be a disservice to our clients and our brand. Please see attachment of our NO return, No Refund and No Exchange Sign which is located on our front register for all customers to see. Again, we advise to every customer verbally our no refund, no return and no exchange on 'used' hair.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to xxxxx over the phone and I did go to her shop to resolve the situation. xxxxx told me that she would fix and resolve the situation by replacing the hair and refunding me the money for the cost of my sew in. xxxxx asked for my name and who recommended me so she knows who she's dealing with and talking to. But once I told her my name she told me she's not going to replace the hair because she fixed the hair. The hair was never fixed the situation was never dealt with. I spent $395 on hair that I can not use at all I just ask that she replaces the bad hair with new hair that I would be able to use
Final Business Response Customer was at Material Girl Hair xxxxx location yesterday 7/15/14. Customer stated she was very pleased and satisfied. To my understanding customer issues is resolved.
Complaint The hair I have received is not $500 quality hair. The hair has been tampered with as well as not improving from first complaint made aware to company 4/22/15 Hair was purchased from Material Girl Hair from xxxxx. Hair was installed from outside stylist and hair seemed to be full and looked good. I proceeded to straighten the hair and I noticed it became matted and tangled. I took the hair out reinstalled from anther stylist and the stylist noticed the quality of the hair was not very good. The stylist then used heat protectant products and straightened the hair, the hair once again became matted and unmanageable. I washed the hair prior to talking to MG and I noticed the hair had been cut and was not drying properly. 7/23/2015 I called the Material Girl Customer Service spoke with xxxxx and let her know how much trouble I was having with the hair she asked me follow up questions about the products I was using on the hair and then offered a platinum wash on the hair. I dropped the hair off at xxxxx, where I spoke with xxxxx about the hair and the issues I had once again. After the wash I received the hair back 7/30/2015. At first glance the hair looked great it was very soft and had no tangles. I got my hair reinstalled the same day and I noticed some of the same issues plus more. The hair had been threaded over on the wefts with brown thread, the hair was cut, the hair also smelled just like the hair products I used to wash the hair a week ago when I dropped it off. I proceeded to reinstall the hair to give the hair one more chance as far as the quality. I made sure to use heat protectants on the hair the hair is very thin there is no thickness to the hair at all as well as the quality of the hair is just horrible. This has been the third complaint I have made.
Desired Settlement I wanted to ask for replacement hair however, all of the hair provided at the kiosk of MG in xxxxx seems to have the same quality. I would like a full refund of this hair. I am willing to give the hair back I have no use for this hair.
Business Response As you mention in your complaint the hair was fine before you and your stylist put products on the hair. We try to give all our customers the best products possible. But once it leaves our hands and you or your stylist manipulate hair we cannot return. I spoke to my employees and they ensure you received the correct hair product. This is why we give every customer the opportunity to pick out their own hair and product at time of purchase. All our in store customers have the ability to pick out their own product. We apologize for any inconveniences. However, due to the intimate nature of our product we cannot refund used hair. We cannot exchange used hair. We never cut the wefts. What you are seeing is standard in VIRGIN hair extensions. Its called a "beard" comes when the hair is folded over to make the virgin hair wefts. Please research "xxxxx". Only our VIRGIN and best quality has a "beard". We have a clear sign stating NO RETURNS & NO EXCHANGES (please see attachment). Also our return policy is on every receipt. I hope you can understand.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because when I purchased the hair I was told that I could do what I wanted to the hair as far as straighten or color and the hair would be fine. I also spoke with xxxxx as well as xxxxx who both advised me that I should use heat protectants on the hair to get rid of the hair being tangled. I was told to treat this hair as I would my real hair and I would be fine. This is unexecptable and I feel the quality of the hair is a false advertisement. I will make sure that everyone knows about how business is being conducted at your company. I am prepared to take this further and include the civil court because at this time I feel it will be necessary.
Final Business Response Material Girl Hair stands behind the integrity of it's hair and it's product. When your hair was first purchased, there were very specific instructions included. The instructions include how to care for your MG hair and also a list of recommended stylists who are familiar with the brand and what products to use to maintain its integrity. When you chose to do a second installation of your hair, you were happy enough with the quality of the hair despite your complaints of the lack of fullness and tangles. If you experienced problems with the quality of the hair, why wait until July to make us aware of your concerns? Material Girl Hair has no problem educating our clients on how to care for their purchase. It is recommended to use professional products on the hair to restore any lost moisture and to ensure the integrity of the hair cuticles. Because the hair is no longer on an active growth cycle, once the hair has been stripped of its natural luster, it's hard to restore the hair to its original condition. Since your hair has been used and reused, the actual value of the hair has depreciated significantly, therefore we cannot refund your $500.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) I find it strange that this is the first time I have heard of a list of recommended stylist and products that I could have taken advantage of because I would have known I would have made sure to use those resources. However I never received any of that advice when talking to anyone from the company. I know plenty of people who purchase high quality Virgin hair and have had their hair for a longer period of time and paid less money and the hair has never acted this way. I'm convinced it is your company and the quality of hair you claim to be presenting to people. When I spoke with xxxxx on the phone I told her I waited until July because I was trying to give the hair a chance instead of complaining. This is also a response I saw that your company said to someone else who has also filed a similar complaint about your hair on this website. You keep saying you won't refund my money and you haven't apologized or offered anything else. This is the worst experience I have had with such a high purchase of hair. Your company is very unprofessional and it's clear that you don't value your customer base because you think people are going to continue to buy this hair. Once people find out what you're really doing with this hair your long term consequences will be more than paying me back 500 dollars.
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