BBB Serving Metro Atlanta, Athens & Northeast Georgia opened its file for The Weave Addiction September 30, 2014, pursuant to a consumer complaint.According to information on The Weave Addiction’s website, they state “Our mission is to provide the most quality luxurious virgin extensions at a very affordable price to all customers. The Weave Addiction is an online retail hair distribution store offering virgin extensions ranging from grade 5A to 7A. The company was founded to give every customer the experience of having flawless, wind blowing, lavish extensions without breaking the bank. We strive daily to grow, learn, and provide a better customer experience and guarantee the satisfaction of all products.”However, based on the company’s failure to respond to customer complaints, we believe their mission statement could be called into question. The company’s failure to respond to customer complaints is the reason they currently have an F rating with BBB.As of May 2015, the company has more than 15 complaints, most of which remain unanswered by the business. The address on file for the company, supplied by consumers, is P.O. Box 162501, Atlanta, GA 30321. Attempts were made to contact the company for verification and notification of complaints. All mail was sent back marked as "Return to Sender Not Deliverable as Addressed.”However, when BBB sent letters via certified mail requiring a signature, they were not returned. While performing a review of the complaints on file, we noticed a pattern from consumers indicating merchandise purchased from the company had not been delivered. When contacting the company to check the status of their orders, consumers allege the company occasionally responds via e-mail stating their order will be shipped the following day and, in some cases, gives a tracking number for confirmation. The confirmation number given is not a valid tracking number and merchandise is never received.Consumers also allege that their credit cards were charged immediately upon ordering, most via PayPal.The Weave Addiction has a return policy on their FAQ page stating that they do not issue refunds but will offer exchanges if there is no evident tampering of the merchandise.Additionally, it appears the only way to communicate with the company is via email. On their “Contact Us” page, consumers are only given the option to email the company to inquire about their orders or ask other questions. No contact information such as names, telephone numbers, etc. is provided. BBB feels that it is important for consumers to educate themselves before making online purchases by locating and reading a company's policies including the return policy. The Fair Credit Billing Act (FCBA) and the Mail or Telephone Order Merchandise Rule offer protections and procedures for consumers so they don't have to pay for merchandise they ordered but never received. To check out any company prior to doing business, please visit bbb.org/Atlanta.