ComplaintsforHidden Crown Hair

• Initial Complaint

  02/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been studying and reviewing Google and tik tok for hidden crown product comparing with other companies for best review come to find out lately that all the girls on tik tok are paid . My product arrived day after I ordered I honestly expected I would sign for this being that it was $455.00, my fed ex plastic bag was thrown on the ground on my porch! I thought for this celebrity popular hidden crown hair it would come in a box protected. Instead when I removed from the fed ex package I noticed immediately the hanging bag that is bragged about so much on tik tok was damaged holes all up and found to be so tacky a bag yiu could find at WM and unprofessional absolutely atrocious! I don’t know what celebrity hidden crown is speaking of but it sure is not Kim K. So I zip down the bag the so called hidden hanging hair bag to find my V Clip folded in half not hanging long ways but thrown at bottom with the gold hanger hook sticking inside the bag the hair is in with side seal broken. well we all know now this is a total set up why because this is hidden crowns rule the seal or tie clip can’t be broken! So they don’t have to refund how convenient. Not to mention you CAN NEVER! Speak to a live agent EVER all correspondence is by way of text you heard that right . Why? So they don’t have to deal with their unhappy consumers they have wronged. $455.00 is large amount of money that warrants a verbal communication especially the way my product was delivered . Very very sad.

  Business response

  02/12/2024

  Hello Patricia!

   

  I am sorry you couldn't reach us late on Friday night. We sent our staffing hours in response to your text. I know our weekend staff was able to respond and resolve this for you. I do see you are happy with the hair, but just need the bag and hanger replaced correct?

  We can easily ship that out today.

  Please let me know if you have any other questions or concerns. 

   

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent back a defective item that is unusable and am being denied a refund for the item.

  Business response

  05/01/2023

  At Hidden Crown, we strive to provide high quality products and good, attentive service to all our customers.  As such, we set out clear and specific guidelines with our return/exchange policy to ensure that the products returned to us are in  good, resellable condition. As it turns out, we have determined that the item you have returned is not in a suitable condition to be repurchased for the following reason. The security ties have been cut and the hair has been tried on and removed from packaging  This hair is not restockable or able to be put back into our inventory. We do specify this information on our packaging and on our return site as well. 

  That is why the item was returned to you.

  Additionally, we had not heard anything from you concerning any issues. We would of taken care of any defects if they were reported. 

  At this time, we can offer you an instore credit for the amount of $99.00 as a one time courtesy. 

  Once you accept our offer we will email you the credit. 

  Thank you!

  
  
  
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• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ORDER #****** I purchased the v-clip extension on 6/22 and exchanged it for longer extensions on 7/7. I did reach out to the company to get some additional information and guidance on different pieces before placing my order, but wasn’t provided with much in return. The website does state the extensions are helpful for thin or damaged hair. I fortunately do not have extremely thin or remotely damaged hair, and when I tried my extensions, they were so heavy, they pulled my hair out and were extremely painful. I did reach out to the company to let them know, as not only is there not a warning of this online, but they actually design these pieces for thin hair. Now that I’ve seen these BBB complaints and have not heard back from the customer service department, I am concerned I will be stuck with this order and out $300+. I hope this reaches someone who can help me, and would really like a full refund of my $313 spent, along with a paid shipping label emailed to me, so that I can send the product back. It is still in perfect condition even though the seal was opened.

  Business response

  07/14/2022

  We have been communicating with this customer. Our products an be worn with thin or thicker hair. We have different products to suit all hair types! We have information on our actual products, our website regarding the hair and returns. Due to it being a hygienic product we cannot accept hair that has been worn in any way. I have included the most recent email correspondence, and the information from our website. 

   

  HOW TO MAKE A RETURN
  
  All items, including product accessories, must be shipped back unopened in its original packaging or a return will not be issued. The extensions must NOT have been worn, and the seal, hangtag, or zip ties cannot be broken. Initiate a return request through our Return Portal at https://hiddencrownhair.com/a/returns with your email address and the PO number found on the packing slip.

   

  NON-RETURNABLE OPENED PACKAGE POLICY
  
  Human hair extensions are considered a hygienic product. We take matters of hygiene and public safety seriously and DO NOT ALLOW open items to be returned for the safety of all of our clients. We are not unlike many other human hair extension companies as this is a sanitary issue.
  In the case of hair extensions, your right to return is only valid if the hair extensions have not been removed from its original packaging and are in their original brand new sealed condition and the seal, hangtag, or zip ties have not been broken or removed.
  For any questions regarding a return or exchange, please contact us at [email protected] or you can now text us at 1-888-366-4682.

• Initial Complaint

  11/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is about the company Hidden Crown. Their costumer service is very poor. They blamed me for ordering the wrong extensions. They sent a screenshot of my order which I have an e-mail of my order. However, I ordered a daydream extension 16 inch, something went wrong. I have been eyeing this extension for months, so I would never oder a 12 inch ever. Which I received in the mail. A error that can happen on anyone's behalf. Now I have pay $70 shipping in fees because the company doesn't have labels and because its my fault for ordering the wrong extension according to them. I feel that this unprofessional. I would like a full refund and shipping fees to be to covered. As the company should pay for them as well, which most companies do and shipping is promised on their website.

  Business response

  11/29/2021

  ***, we are sorry you are dissatisfied with the experience you received. Let me go over a few items and then we will talk about the resolution. We pay for all customs and fees for the product to get to you, Hidden Crown covers those for our customers! Next we didnt send you the incorrect product, I am sorry if the wrong item was selected, it can happen, but we cannot control that. 

  Last but not least, we did receive your return today! That orders has been refunded for you, except for the shipping cost of $12.99. I will refund that for you at this time. As for any other fees, I have no ability to refund you for funds we do not have. 

  I will be happy to issue you a 15% off discount on your next order though. 

  Just let me know. Thank you!

*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. ↩