Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought hair extensions from the company in October last year. Once I received the extensions I was very unhappy with the quality pictures and emails will be included. They allowed me to return it as it was defective. They refused to give me my money back in my original payment and said I was only allowed to get store credit and that was the only way I was allowed to return the item. It took from Around November till end of January until I was able to return it after communicating back and forth emailing. I wrote a review on trust pilot and they contacted me wanting to discuss a resolution. I contacted them but the chat closed before I was able to talk to them. So I recently contacted them again to discuss it, but they said were" unable to process refunds on orders once they fall outside the eligible refund window". But I had originally asked multiple times for my money back to my original payment method and they said it wasn't possible and only store credit is available. But now they're saying I missed the refund window that they never gave me an option for. On trust pilot I was told "Our standard return policy offers store credit, during the holiday season". I purchased PRIOR to the holiday season. Bombay said "Based on our inspection, if the hair extensions are deemed defective, we will issue a replacement set or provide you with store credit" Well they accepted the return because the extensions were defective and based on their communications were misleading about my refund opportunities. Under The Deceptive Trade Practices Act (DTPA) *****, Refer to sections 17.46(b)(5), (7), and (24) and 17.50(a)(1), (2), and (3) A business refusing a refund for a defective product may be engaging in deceptive or unconscionable practices. Consumers are entitled to remedies that make them whole, not limited options that benefit the seller. If this is not resolved I will be contacting my bank and legal help if it comes to that. I will wait 2 weeks until I do.

  Business Response

  Date: 05/05/2025

  Thank you for bringing this matter to our attention.

  
  We appreciate the customers feedback and are happy to provide clarification regarding their concern. Our records indicate that the customer purchased a set of hair extensions, including the Genius Weft, in October of last year. After raising concerns about the product, we offered the customer a return option as a gesture of good faith.

  
  Upon receipt of the returned item, our inspection team noted that the *********** had been cut. This is against our clearly stated return policy, which prohibits cutting, altering, or tampering with the Genius Weft collection in any way. Due to the nature of this premium collection, any signs of useespecially cuttingvoid the return eligibility.

  
  Despite this, and again in good faith, we extended store credit to the customer, which was communicated via email. Our policies are outlined on our website and confirmed during the return approval process. Additionally, our policy has always stated that refunds are not available on opened or altered sets. We do not offer refunds to the original method of payment for used or modified items, which is standard in the hair extension industry for hygienic and quality assurance reasons.

  
  The customer also references timing in relation to the holiday return policy. However, the original purchase and return requests fell within our regular return terms, under which store credit is the method of resolution for opened or approved defective items. We do not offer refunds for Genius Wefts that have been cut, regardless of timing.

  
  To summarize:

  
  Refunds are not offered on opened or used hair extensions.
  The Genius Weft cannot be cut; the returned item was received cut.
  A store credit was issued in good faith despite policy violations.
  All communications and policies were transparent and consistent with our terms.
  We regret that the customer is dissatisfied with the resolution, but our policies are in place to ensure fairness and hygiene for all customers. We remain committed to providing quality products and clear communication and have acted in alignment with both.
  Please let us know if you require any further information.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23265452
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  I cut the weft because I was planning on using it. It wasn't until it was washed and the coating was washed away that revealed the true quality of the extensions. It was not 20 inches that was 18 max with some stings on the end. When I contacted yall your best solution was to use heat to make it pretty again, Ya know, only doing one of the biggest things your NOT supposed to do with extensions. By the looks of it the hair wouldn't have even survived heat. Like I said I was initially very happy until the true quality of the extensions were revealed thats why I have an issue. Look at the difference pre wash and post wash. ********* is see through. I dont know what yall coated it to make it look presentable but that is misleading as h*** Yall will give me store credit but not my money back after yall decived me with your product.

  I will be contacting my bank.

  Business Response

  Date: 06/05/2025

  Thank you for reaching out and sharing your experience. I'm truly sorry to hear that you're disappointed with your extensions we understand how frustrating it can be when a product doesn't meet expectations.
  That said, as per our policy, were unable to offer a refund on any set that has been opened, worn, altered, or washed. This includes sets that have had the weft cut or have been washed, as these steps make the product ineligible for return due to hygienic and quality control reasons.
  We reviewed your concern carefully, and while we acknowledge that the hair may appear different post-wash, that does not indicate deception or poor quality. Our extensions are made with 100% real human hair, and like all human hair, they can react to different care methods or water quality especially when washed for the first time. The tapering at the ends is also natural, as our lengths are measured from root to tip in a straightened state.
  While we cannot process a refund due to the set being used and cut, we did offer you store credit as a gesture of goodwill, which still stands should you wish to use it.
  Were here to help however we can within the scope of our policy. Please let us know if you have any further questions or if theres anything else we can do to support you.

  Customer Answer

  Date: 07/05/2025

   
  Complaint: 23265452
  
  I am rejecting this response- I am going to go through my bank. I have tried to resolve this with you guys for months but I get we will not come to an agreement.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:17/07/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased hair extensions from Bombay Hair Canada and the extensions are literally falling apart. They will not refund or replace the extensions because no one else has had an issue. Ive shown them proof of proper care and products used.

  Business Response

  Date: 18/07/2024

  We understand your frustration with the ongoing issue. Throughout our correspondence, we have provided various tips and solutions to help resolve the problem. Based on the images you provided, the hair does not appear to be defective. However, we want to ensure you are completely satisfied with your purchase.
  
  
  If you firmly believe the hair is defective, we request that you send it back to our head office for further inspection. When returning your item, please include your order number within the package. This will assist our escalation department in locating your details in our system.
  
  
  Once we receive your return, our production team will thoroughly review the product. If it is deemed defective, we will issue a replacement or store credit accordingly.
  

  ************************************************************************************
  
  Thank you for your cooperation and understanding. We are committed to resolving this issue to your satisfaction.

  Customer Answer

  Date: 15/08/2024

   Hi ******, you have full personal to copy and paste this message. 
  
  I purchased hair extensions from Bombay Hair Canada 
  And the extensions started falling apart on me. I contacted them to inform them of the issue along with proof of purchase and the batch number. They got back to me and said that they would not refund or replace the extended because there was no other issues from anyone with orders from that batch. Thats when I contacted you guys. Bombay then reached out to me and asked me to send them the extensions so they could inspect them so I mailed them my damaged extensions. They returned with the same answer of not refunding or replacement because they claim that they were cut therefore its not their fault. I told them multiple times that the extensions were not cut but they are accusing me of lying. 
  I am a long time extension wearer. I have worn extensions since *********************************************************************************************************** my extensions. There would be no reason for me to cut them and ruin them. I pay a lot of money for installation and upkeep/tightening so I would be making myself be out money which is absurd. I would have been quite happy with them replacing just the faulty pieces( didnt need the whole two sets replaced just one set). 
  
  ******. 
  
  Sent from my iPhone

  Business Response

  Date: 26/08/2024

  Thank you for bringing this matter to our attention. We take customer concerns very seriously and always strive to resolve issues in accordance with our policies.
  
  
  In this particular case, we have been in communication with the customer and have made several efforts to work with her to resolve the situation. Unfortunately, the customer did not comply with our return policy. We provided a return label for her to send back the defective hair extensions; however, instead of returning the full set of 8 pieces, she only returned 3 pieces.
  
  
  The customer acknowledged this in a handwritten note included with her return and also confirmed it via email. It is important to note that asking for a refund for a product that was not fully returned, and which appears to have been altered by the customer (as the pieces were clearly cut), is against our return policy.
  
  
  As we cannot accept incomplete returns, we have mailed the 3 pieces back to the customer. We believe this course of action is fair and consistent with our companys policies.
  
  
  We remain committed to providing quality products and customer service and would be happy to discuss any further questions or concerns.
  
  
  Thank you for your understanding.

  Customer Answer

  Date: 28/08/2024

   
  Complaint: 22001094
  
  I am rejecting this response because:

  I ordered two separate sets of hair, I returned one full set of hair which could have been replaced or refunded. Both sets did not have to be sent back for replacement as only one set was defective which was communicated to them. After several emails stating that I did NOT cut the hair nor did my hair stylist, I am being accused of cutting them which is not the case and do not appreciate being called a liar repeatedly. Why would I deliberately damage hair that I purchased? I would gain absolutely nothing from this. If I cut the hair, why would I send it back to them? I am the one who is out money and stuck with faulty hair that cannot be used. This is their way of getting around the refund or replacement policy because they do not want to admit that their product was faulty. Their first response to me was because no one else reported an issue, a refund or replacement would not be given. This was all before even seeing the damaged hair. They had no intentions on helping me with this issue from the start and the only reason they agreed to look at the hair is because I contacted you, the bbb. Unfortunately for me, I am just a customer who is being accused of lying and have no way to prove that I am not lying.
  Also, no return label was sent to me as they claimed. I paid for a flat rate shipping on my own. 

  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 28/08/2024

  Thank you for your detailed response. I want to clarify the situation and address the concerns youve raised.
  
  
  As per our website, our hand-tied wefts come in 4 pieces, each 10 inches in length. What we received from you were 3 pieces, some of which were only 2 inches long. This is not a full set, and not even one complete pack. You also included a note stating that you only returned the defective pieces, which were 3 in total. However, in your initial emails, you mentioned that all the wefts were defective, which is why we agreed for you to send back the entire product.
  
  
  Our policy is clear: we cannot provide a full refund if the complete product is not returned. The fact that you kept 5 of the 8 pieces and returned only 3, while requesting a full refund, raises concerns. Additionally, the wefts you returned appear to have been cut, as shown in the images we received.
  
  
  I want to assure you that it is not our intention to accuse you of anything. We are simply trying to follow our policies to ensure fairness for all our customers. However, based on the information provided and the items received, its challenging for us to process a full refund when the full product has not been returned.
  
  
  Regarding your statement about the return label, I apologize for any confusion. If a return label was not received, I understand that must have been frustrating, and I appreciate you taking the initiative to ship the items back on your own.
  
  
  Our aim is to resolve this matter fairly. Unfortunately, we cannot provide a full refund while the majority of the product remains unreturned.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 22001094
  
  I am rejecting this response because:

  I am so sick and tired of fighting over this. 
  I purchased 2 TWO sets of hair. I returned one full set with 4 pieces that were falling apart or in the process of falling apart. You could have easily replaced one set. You did not need two sets returned. One set includes four pieces.  I ordered two sets meaning they are separate orders. If not then a full set would include 8! All you are doing is calling me a liar and attacking my character. I have multiple stylists who can verify and vouch for the care I have taken of my extensions over the past 7 years. Not once did I ever have this problem. Not only have I never had this problem, I have worn my extensions anywhere from a year to a year and a half and have never had extensions fall apart on me. 
  I have however seen lots of complaints on the quality of your hair recently on ********, none on your page of course because its impossible to leave a comment. 
  When I wrote you concerning my hair, I never asked for a refund, nor did I say anything about replacement. I simply informed you about the issues I was having. It was after the fact that I said I would like a refund. And honestly, I wouldnt have even asked for that and would have been 100% happy if they were replaced but you guys kept accusing me of lying and I simply dont support that kind of business. I didnt ask for a different length, colour, style of hair or a different type of extension. I didnt ask to be refunded without sending the hair to you. I had zero issues sending the hair because I know I didnt do anything wrong nor did my stylist. Not only did I send them back, I also paid for that myself! I paid for the extensions, the installation and the removal too! If you think I am trying to get some payday out of this, youre out to lunch! Even if you did replace or refund Im still out money so I have ZERO to gain. Youre trying to make me look like the bad guy here which honestly speaks on your character not mine. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/09/2024

  Thank you for your detailed feedback, and I sincerely apologize for the frustration this situation has caused. I understand how disappointing this has been for you, and I want to clarify the issue to avoid any further confusion.
  
  
  Unfortunately, your return was sent back due to the full set not being returned, as mentioned in our return policy. A full set is required to be returned to process an exchange or refund, and in this case, the set we received was incomplete.
  
  
  We certainly value your experience and the care youve taken with our products over the years. I can assure you that we have never intended to question your integrity or your care of the extensions. Our goal is to make sure we handle this in a way that aligns with our policy while still striving for your satisfaction.
  
  
  I appreciate your feedback regarding your concerns with our customer care, and I would be happy to continue assisting you further if you have any questions or if there is a way we can improve this situation for you.
  
  
  Thank you again for your understanding, and Im truly sorry for any distress this has caused.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 22001094
  
  I am rejecting this response because:
  if you look at the picture you attached it clearly shows a full set of 4 extensions so you are contradicting yourself by saying you cannot refund or replace an incomplete set which was sent by me. 

  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 17/09/2024

  You are correct in noting the four small pieces in the photo. However, as clearly stated in the product description on our website, each order contains four wefts with a width of 10 inches per weft.
  
  
  To qualify for a refund, all four 10-inch width wefts must be returned. From the photo you provided, it is evident that the hair you sent is definitely not 10 inches in width, which makes this claim invalid. It is possible the hair you returned is from another company, as it does not match our product.
  
  
  We have also attached photos of the product description from our website, as well as an image showing what the hair should look like. The pieces you returned appear to be cut, and therefore, we cannot process a refund for a faulty claim.
  

  There is a big clear discrepancy of what the hair pieces should like and what you sent... 
  
  If you have any further questions, feel free to reach out.
  
  
  Thank you for your understanding.

  Customer Answer

  Date: 17/09/2024

   
  Complaint: 22001094
  
  I am rejecting this response because:

  the extensions I purchased fell apart and disintegrated which is why they are not the 10 you are looking for. That was communicated to you through email as well. I am not in the possession of any other extensions, they are what I ordered from you. When I am done with my extensions, they are thrown away at the salon,(because I have them in for over a year and are of no use when finished with them)so there is no way they are not what I ordered from you. You clearly dont want to take responsibility for faulty products that were purchased from you. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:19/10/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m have used their hair for years but the last two orders have been obviously mixed with synthetic hair, i bought 22inch ash blonde machine weft extensions an in 4 weeks have lost over 5inchs in length, the hair is completely dried out everytime i brush it it just sheds a enormous amount as you can see in the pic. Tried reaching out to customer care which is completely pointless because its not a real person you are speaking to, i will never purchase from this company again, i feel like i have been ******* and if i am not offered a refund i will be opening a dispute with my bank.