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:09/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 ordered a product from the business (a wig) on August 12, 2025. Received in on August 19, 2025 and it wasnt close to what was advertised (see photo of the product as advertised and photos of what was received). I paid ****** for a product that was unsatisfactory. I contacted the company immediately to let them know that I was completely unsatisfied with the product and requested the return code information and requested a refund. They requested photos and an explanation of what was wrong with the wig (photos of the email conversation attached). The company responded stating they were sorry that the item did not satisfy you. They said that the wig doesn't come completely styled but still can be worn right out of the box with minimal styling. It supposed to be a Wear and Go Wig, not a style it yourself wig.They went on to ask me If it's possible to keep it or ask a hairstylist to help you install it, basically pay someone else to style it. Then offered:1. We would like to offer you 40% off for your next purchase if possible. It would never be overdue.2. Alternatively, how about we make you a $20 refund as a way to makeup for this? Which option do you prefer?I responded immediately and told them that I am not interested in either and I want to return the defective product to receive my full refund. To that they have ignored the email and not responded again.

  Business Response

  Date: 09/03/2025

  Sorry about the problem, we have sent the return instructions to your email address. Could you please follow it to return your order? We will issue the refund when we receive your return package, please don't worry.

  Customer Answer

  Date: 09/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I want to ensure it is a Full refund.  
  
  Sincerely,
  
  ******* ****-******

• Initial Complaint

  Date:08/20/2025

  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 express my extreme disappointment in the recent purchase I made from your company. I purchased the Idefinewig wig under the assumption that the product displayed on your website was the authentic wig that I would be receiving. However, when the wig arrived, it was completely different from what was advertised. It appears that the photo on your website may have been artificially generated.Upon realizing this, I contacted your customer service team to initiate a return and refund. I was met with resistance and was repeatedly told not to send the wig back. Your team even suggested that I take the wig to a stylist, knowing that this would invalidate my ability to receive a refund. After multiple back-and-forth exchanges, I was finally informed that I would be receiving a refund.I promptly sent the wig back and provided tracking information to both your company and myself. However, upon receiving the returned item, I was only refunded a portion of the original purchase price. The *** is brand new and has never been worn, yet I only received $115 out of the $179 that I initially paid. This is in direct contradiction to the information on your website, which states that refunds will be given without any hassle and in full.This entire experience has been incredibly frustrating and has left me feeling cheated and mistreated as a customer. Your company's practices are unprofessional and dishonest, and I am deeply disappointed in the way this situation has been handled. I simply want the total amount refunded to me for this misrepresented and unsatisfactory product.I expect a prompt resolution to this matter and a full refund of $179, as promised on your website. I hope that you will take this feedback seriously and make the necessary improvements to ensure that this type of situation does not happen again in the future.

  Business Response

  Date: 08/21/2025

  We have issued the full refund and sent the proof of the refund to you via email, please check your inbox.

• Initial Complaint

  Date:07/15/2025

  Type:Sales and Advertising 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 ordered a wig paid $86.99 received the wig the wig was horrible the hair was chopped in different places. it was nothing like what I ordered. I immediately contacted them by email on July 9th 2025. A couple days later I received a response asking to see the wig in which I took pictures and sent to them. A couple days later they responded offering me a 40% discount next time I order or $20 and told me take it to a stylist. I responded asking for a full refund why would I bargain for a bad product. There is nothing that can help that wig I'm a stylist The hair texture is bad the part is bad and the cut it's "HORRIBLE" I would never order here again that's how bad it is, the wig and customer service.

  Business Response

  Date: 07/16/2025

  Sorry about the problem, we have sent return instructions to your email address. Could you follow it to return your order and send the tracking number of the return package to **? We will issue a full refund when we receive your return package, please don't worry.

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  This company shipped me a product that was far from the item pictured on their website. Within hours of receiving the product, I emailed them to say that Id like a return label for a full refund and that the product is unused and in new condition. Theyve responded saying they were sorry and made an excuse for why the wig looked different. After emailing them several times, they offered a $40 refund or a 40% discount to keep the wig because returning is too expensive. Sadly, after visiting the BBB website, I see that someone has already reported being scammed the identical way Ive been.

  Business Response

  Date: 05/29/2025

  Sorry about the problem, we have sent return instructions to you viia email. Could you follow it to return your order and send the tracking number of the return package to **?

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23377974
  
  Im rejecting this response because besides the original email exchange, they recently sent me a message thru Messenger. I responded on that platform request for a prepaid return label, per their return policy, which states that if the item is incorrect due to their error, they would provide a prepaid return label. As stated in my original complaint, the product was not accurate according to the picture and description on the website. Since I could see immediately that it was wrong, I never tried it on and it is still packaged in new condition so that it can be resold.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/29/2025

  Sorry to tell you that we don't have a return label but we will reimburse the shipping cost, please send the picture of the receipt to us, we will refund the shipping fee to you.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23377974
  
  I am tentatively rejecting this response because:

  -Ive mailed the merchandise back in its original condition.

  - Ive sent the vendor a picture of both the label and shipping receipt.

  -Id prefer to wait on closing this complaint until after the vendor has refunded the cost of the purchase and the cost of return postage as promised.

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

  Business Response

  Date: 06/06/2025

  The full refund has been issued to the original payment method, you will receive it within 3-5 working days. For the shipping cost, please send a ****** account to us to issue the refund.

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  
  Although Im waiting on the vendor to refund my return postage of $12.65, Im confident in their intention to do so. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and I authorize closure of this claim.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/12/2025

  Type:Delivery 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 ordered a wig from idefine on April 18th. The last contact they emailed me and said the order had shipped April 26th. I have not received yet. I've tried emailing them for over a week and **** calling them with no result I've left several messages for over a week. I would like to know where my order is. I've tried tracking my order but it says there are no updates on the order. I'm hoping that the bbb can help me resolve this order for delivery or refund. As I've tried everything and do not know what else to do. Thank you ******* *******

  Business Response

  Date: 05/15/2025

  Sorry about the problem, we have contacted carrier to check your package and rush it. The tracking information will update in few days, please don't worry. *************************************************************************************************************************

• Initial Complaint

  Date:05/05/2025

  Type:Delivery 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 ordered 2 wigs from IDefinewig for $339.98 on April 29, 2025. I reached out to them repeatedly for status on my shipment and received no response. Their website says wigs are shipped 2 days after payment is received, they were paid on 4/30/2025. I cannot afford to lose $339.98, I hope you can help me.

  Business Response

  Date: 05/08/2025

  Sorry for keeping you waiting.?Your order requires a certain amount of time to prepare. Weve contacted the factory and confirmed that your?order?will be shipped out within 24 hours. You will be notified by email once it shipped out. Please dont worry and wait patiently. 

  If you can not waiting we would like to cancel this order and refund you. Please don't worry. We will try our best to help you. 

  
  

• Initial Complaint

  Date:04/24/2025

  Type:Delivery 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 purchased wigs online on 2/9/2025, I still have not received my products. I contacted the company I was informed i will be received within the next 3 to 4 business days. I did not received my products, the company informed they will delivery my products in 3 weeks. I am reaching out to ensure it is not a scam and no one else will fall for this scam.I have included all the emails with the company, ***************** Thanks!

  Business Response

  Date: 04/27/2025

  You didn't place the order from us, please contact the correct company.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased a wig from this company on 2-4-2025. I only ordered it because the of the picture that was presented as what the wig look like. Once I received the wig it look nothing like the picture or what the model had on her head. I did communicate with the company for an exchange and they responded with an offer to keep the wig and give me a percentage off of another wig. I did accept the offer because I didn't want the hassle of trying to return the other one which they gave me the run around on giving the address to send it back anyway. My biggest problem is I went on there website to give a review on the wig and because it was not a good one they did not post it. They only post reviews that are good. That is false advertising. The wig I ordered look fake and not even the same color it presented to be and the quality not even close to $300.00. I check the website to see if there are any reviews and there are none because they probably all bad for that wig. I tried to wear the wig but it did not look good at all I really would like a refund. People should be able to read a true review before making a purchase.

  Business Response

  Date: 04/10/2025

  We have sent the return instructions to your email address, please follow it to return your order, the refund will be issued when the return package is delivered.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23171507
  
  I am rejecting this response because: the wig is not in the condition as recieved because I attempted to wear it so the lace have been cut and according to the email they sent I can't send it back now. I feel like they should refund me at least half my money due to that I can't use the product and it was sold under false pretense. They have so many complaints about the same thing.   
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/14/2025

  Sorry, we didn't know the lace has been cut. We would like to offer a partial refund, for the details we have sent to you via email, please check it.

  Customer Answer

  Date: 04/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/05/2025

  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.

  This Company advertised a wig as 100% human Virgin hair. I got the wig in the mail and it looks nothing like the listing. I emailed them and told them that wasn't the same wig in their listing. They email me back and gave me a ***** refund and told me to get a stylist to make it better. The wig is made of plastic and it melts. After I told them I got a stylist to do something to make it better they say they can't take it back. I didn't find out it was plastic til then. Now I'm stuck with a fake wig and because it's been altered they won't take it back nor refund the remaining. I paid ******

  Business Response

  Date: 03/10/2025

  Dear customer, I checked that you want to return this order. Our agents already provided our return address to you on March 4th. Did you return this item to us? Could you send the return tracking number to **? Then we will issue the refund to you as soon as possible. I hope you could understand this. Waiting for your reply. 
  
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair 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 attempted to see the pricing on a wig, and upon exiting out of the website it immediately took me to payment page, I attempted to exit because I didn't like price and wasn't going to buy.....next thing I see is a $160.99 to my ****** account. I didn't authorized any form of payment , exited the site and STILL got charged. I immediately contacted ****** to stop this UNAUTHORIZED PURCHASE!!!

  Business Response

  Date: 12/03/2024

  We have cancelled your order and issued the refund, the transaction Id is *****************, please check your account.