Complaints

This profile includes complaints for Swiss Lace Direct. LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Swiss Lace Direct. LLC

  Hallandale Beach, FL 33009-5301

• 

  Swiss Lace Direct. LLC

  1250 E Hallandale Beach Blvd Suite 306 Hallandle Bch, FL 33009-4634

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:08/01/2024

  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.

  Date of transaction: 2/12/2024 Amount of dispute: $ ****** I have 2 issues:First issue, I ordered a hair system from Hollywood Lace/Swiss Direct, paid for super rush delivery 4-5 weeks and I didn't receive the hair until 4/22/2024. That is 10 weeks so I called and asked for a refund, was told they would issue and that never happened. Second issue, the hair that I received lasted a little over a month. I started using it in May and by mid June it was completely dried out, tangled and a mess. This was suppsed to be good quality human hair that should have lasted me at least 6 months. I tried to deal with it but by the end of June or early July it was impossible. I called Hollywood Lace July 8th and was told by **** to send pictures which I did to their customer service email and never got a response. I called again on July 12th, 18th, and 25th stating that I will be taking further action. I finally got a response by email on July 26th which stated that I did get my hair in the 4-5 week timeframe which I have proof was a lie and they said to send them back the hair so they can have their hair stylist look at it to determine if it needed a deep condition. I exlplained to them that first the hair is attached to my head, I already took it took a professional where I paid ****** for the deep conditioning that did nothing to untange it and the stylist even said either this is not good human hair and it is mixed with synthetic fibers thus all the issues. This was my 3rd time purchasing hair from this company and although I always thought the quality was not great at least it lasted more that a month. This time I am beyond upset and want a full refund immediately, I am attaching pictures and emails.

• Initial Complaint

  Date:07/30/2024

  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.

  On 7/4/2024, I ordered via the internet 4 hairpieces. A few days later I got a call from ****, who stated he only had 3 in stock, would I prefer to wait till they all were here, I said yes. Three of the four hairpieces arrived a few days later - incomplete order - they were not what I ordered, and the colors and the bases were incorrect. Two different bases and two different colors. I contacted them, they wanted me to pick out the one I liked and return the others. After a thorough examination, I was not happy with any of the hairpieces, so I returned all 3 insured via **** Priority mail received on 7/23/2024. I requested a full refund. They requested the tracking number, gave it to them, and showed the package arrived. Every time I contacted them for an update, I got a generic response, send the tracking number. Sent 3 times. I WANT A FULL REFUND, AFTER READING ALL OF THE COMPLAINTS ON BBB AND YELP, and SEVERAL OTHER SITES - THIS PRACTICE SEEMS TO BE THE WAY THEY RUN THE BUSINESS - TRY TO SEND CUSTOMERS INCORRECT ITEMS. I got a response after disputing my credit card wanting to correct the problem. I HAVE LOST ALL FAITH IN THIS COMPANY-THEY ARE DECEPTIVE AND TAKE ADVANTAGE OF CUSTOMERS. UNLESS A FULL REFUND IS GIVEN IMMEDIATELY I WILL SUE THEM IN SMALL CLAIMS COURT. Stay away from HL, this is a very shady business. Yesterday they refunded $224.85 of my $973.36,this does not ever cover the cost of one system- the charge will continue in dispute until the full amount is received. They have admitted their mistake and now don't want to take responsibility and give me - a FULL REFUND - can not trust them. GO HAIRLESS BEFORE YOU DO BUSINESS WITH HOLLYWOOD LACE/SWISS LACE.

• Initial Complaint

  Date:11/22/2023

  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 product from the company, paying over $500 for it. Months later - still no product. I contacted the company - no help. I contacted them again and asked for a refund, and although I received no email reply, I was delivered the WRONG product in the post. No shipping note. No return address etc. I contacted them again to ask was this from them? Was it a free one while they send the one I ordered? Were they hoping I would accept the wrong one and "disappear". No reply. Repeated this. No reply.

  Business Response

  Date: 11/28/2023

  Spoke to client. He did receive our Hair System. He did not know it was from **. Tracking number is ******************************************************************************************. We agreed to have him send it back and we would refund payment once received. 

  Customer Answer

  Date: 12/19/2023

  Their response is deceptive. It is true that they sent a hairpiece with no reference to them, who sent it, no return slip etc. But as they well know, it was the WRONG piece. They did not have what I ordered so they sent the wrong one hoping I would accept it. When I contacted them 3 times about this they would not respond, until you got engaged. They know all these facts and are choosing to forget them  
  

  Now they have only sent a partial refund of $359 not the $429 I paid. This is crooked. There is no reason to keep $70 of my money. All the failure was on their side not mine. I see this as theft by a crooked business. Please can you help?

  Business Response

  Date: 12/20/2023

  The client was refunded in full

• Initial Complaint

  Date:05/02/2023

  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.

  Absolute terrible company. I placed 2 separate custom hair system orders with them. The first order I had them do the cut in. I sent them an old system so they could match texture & color along with a photo and a sample of my original hair. 7 months later the systems arrived the texture was correct & the color was ok but they cut the systems all the way to the edge of the lace not allowing any overlap to blend with my original hair leaving half an inch gap making them useless. Called and told them about the issue they misunderstood my instructions so I ate that cost. I ordered 3 more systems for $872 but this time I told them I cut them. Somehow these systems arrived in about 2 months. So I didn&#**;t need a new one @ the time so I just put the package away. A month or so later I went to prep one and noticed those was not the same systems I had previously recieved. Called them they had me send them back. They received them 3/30/2023. I have called them several times since. They keep telling me they are gonna call or email me with a solution. Haven&#**;t heard from them since. I have spent over $1500 on 5 hair systems & haven&#**;t been able to use one. I asked for refund or a remake of the systems I sent back. Order #*******

  Business Response

  Date: 05/21/2023

  Hello ******, we apologize for our delayed response. The BBB emails were being forwarded to spam folder and were not aware of the complaint. We have since contacted BBB to let them know of the issue. Thank you for your feedback. However, we would like to clarify a couple of things; when you called our office on 3.27.23, almost three (3) months after it was shipped to you on 12.29.22 via **** Priority Mail tracking # 92055901755477300075409233, you indicated that the hairstyle and texture were not correct and that you should've received an afro hair system. But you were advised by our staff who pulled up your order, that your specs showed Tight Curl for Wave/Curl and Freestyle for the Hairstyle. "Texture" is not an option to choose from. If you want an afro system, you have to select that under Wave/Curl, but you did not. Also, you stated that your previous order ******* was fine, which is an exact duplicate of this order 5245043. You were advised during this same conversation, that due to the Terms and Conditions 15 day return policy, we would not be able to accept the systems as a return. We did not advise you to send them back. We returned these 3 systems to you on 5.2.23 via **** Priority Mail tracking # ************************** and was delivered to you on 5.6.23 at 5:29PM. We included an explanation and a copy of our Terms and Conditions, which also states we are not responsible for errors made by the client in ordering. Our factory will only repair/remake systems if the error was made on their part. We are always happy to assist all clients in any way that we can. Unfortunately, we were not able to assist you in this matter. 
  We have attached our Terms and Conditions. 
  

• Initial Complaint

  Date:04/03/2023

  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 a custom human hair system from the company for ****** on 7/19/22. The hairpiece I ordered was going to take about 3 to 4 months to create. On 8/2/22 I spoke with someone named ***** who took all my customizations. Because I wanted thicker hair and clips she told me it would be an extra $75 which I paid the same day. Nella and I discussed hair color, density, wave, length, and clips. She sends the order to a company overseas, they produce it and then it's sent to me. I received my order on 12/16/22 and was disappointed to find that there were no clips added and it was extremely curly. Nella and I specifically discussed the curl and she told me that based on my hair she would order it wavy, not curly, because curly is very, very curly. I emailed the company that night 12/16, to let them know that there was a problem. I attached pictures in the email as well. They sent me a response email on 12/23/22 stating that I could send it back and they would sew in clips and relax the hair. I emailed their customer service back on 12/24/22 to let them know my concerns that the hair was already over processed. I sent another email on 1/3/23 after I still hadn't gotten a response to let them know that I would send it back but I wanted a refund. I wasn't sure what to do because they didn't respond. I called again and finally ***** called me sometime in mid February. She told me that she would fix it. She said that they made it too curly, and that relaxing it wouldn't do any damage. I paid to send it back a few days later. I got the hair back on 4/3. I emailed the company on 4/11 to let them know it looked terrible and I wasn't happy with it. Their customer service messaged me on 3/13 and asked for pictures. 3/15 I sent an email with pictures. They've not responded. I've sent 2 more emails since then and they're not responding. I don't know how to get any resolution from them after spending over $600 on something I can't use.

  Business Response

  Date: 04/05/2023

  We are very sorry that you are still not happy with the system you ordered on 7.19.22. When we received the samples you sent in on 7.28.22, which was confirmed via email the same day. We also attempted to reach you by phone on 7.28.22. However, we did not speak with you until 8.2.22. At that time your order had already been submitted via email to our factory. Please be reminded that you originally ordered a "Loose Curl", which you changed to a Medium Wave during the conversation on 8.2.22, along with the changes in density and the 7 clips. We contacted our factory to let them know we were sending your samples and advised of the changes to the order. Once we received your completed order, it was shipped to you, along with your sample system via **** Priority Mail tracking #************************** on 12.8.22. Per **** this was delivered to you on 12.15.22 at 9:24am. (****.com - **** Tracking Results). After receiving your email from 12.24.22, we responded and advised you that you could return the system and we would correct it for you. Once we received the returned system on 1.18.23 and after you spoke with ****, we consulted with our stylist, who installed the 7 clips, she advised she would relax it as best she could. With the concerns you expressed of not wanting to overprocess the hair, the relaxer was not left in the hair for a long amount of time. However, when we shipped it back to you the hair was not curly at all. This was shipped back to you on 2.23.23 via **** Express Priority Mail tracking # 92701901755477300000565719, which you received on 2.27.23 at 1:56pm, per **** (****.com - **** Tracking Results). You stated you received it on "4/3", which is incorrect. Also, the length of the hair was not altered in any way. The hair length was the same as we received it when you returned it. You were in possession of the system for approximately 1 month before returning it. We can not confirm if you did or did not alter the system during this time.  You have had this system since 2.27.23 and did not contact ** until 3.10.23 advising that there were issues with it. We have assisted you in correcting the original errors. Per our Terms and Conditions, there are no refunds for custom system orders. If there are any errors made, we will correct them at no additional cost, which is what we have done. This link, www.hollywoodlace.com/terms-and-conditions.php. is to our Terms and Conditions page on our website, which includes our Custom Hair System Return Policy. 
  Again, we are sorry that you are not satisfied with your purchase and we would be happy to help you again. However, we can not provide a refund. 
  Thank you, 
  HL
  

   

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19891310
  
  I am rejecting this response because: it did not come the way I ordered it. It doesn't matter that **** and I spoke and she advised me to order it loose curl. It didn't come with a loose curl. It was over-permermed, then relaxed, and now it looks terrible. She didn't relax the top and it looks like it's been crimped. I erroneously said that I'd received it in April because I got that one date wrong. I'm not being dishonest I am upset that the hair looks and feels like straw because you're company made a mistake. If you don't want to give me a refund then I would like a replacement piece. I will send this one back and I would like to get what I ordered originally. You literally just quit responding to my emails. I didn't send the hair back for a month because I wanted to talk to someone about how they were going to fix the hair. No one responded to my email about my concerns. I had to call your company twice before I could get **** to call me back. I am loosing my hair because I have an autoimmune disease. Trying to get your company to work with me has been so frustrating. I'm not trying to trick anyone. I just wanted a hairpiece that I could feel confident wearing. Now I have nothing to wear and I'm out $600. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/21/2023

  Hello *****, we apologize for our delayed response. The BBB emails were being forwarded to spam folder and were not aware of the follow up response. We have since contacted BBB to let them know of the issue. The system you originally received did have a loose curl, which you did not like. But this is what you ordered. We did not place this order for you, nor do we advise client's what they should or should not order. The idea of our company is to let the customer order themselves online and not have to depend on a company or hair club to do it for them. We would never tell anyone what to order. When you returned your system that you didn't like, it was not our responsibility to fix it, as the error was made in the ordering of the loose curl, which you selected. Our Terms and Conditions, (attached)vclearly state that we are under no obligation to correct any errors that are made by the client. However, we still tried to help you and we had our stylist relax the hair.

  If you were not sure what to order, then it is recommended to speak to someone to discuss your specs prior to order placement. Once the order is placed, we are not always able to change it. We tried to help you and we did the best that we could. We apologize that you do not like what you ordered and that we were not able to help you.  

   

  Customer Answer

  Date: 05/27/2023

   
  Complaint: 19891310
  
  I am rejecting this response because: 

  The person who initially took my order over the phone told me that someone would be contacting me to go over my specifications because I had sent a custom hair piece in to be duplicated. When we spoke **** talked to me about all of the choices I'd made. She told me how curly my selection would be and we both agreed that I wanted wavy. She told me that she would change it for me. She didn't change it and it was ordered incorrectly. That's why it came too curly. You did try to fix it. The hair is so dry and damaged that I can't even wear it. I don't understand how that is my fault. Even ****, who took my calls at your service center was apologetic because **** got it wrong. I can see there is no resolution here. I was just looking for a company to replace HairDirect and you're not it. Also, I belong to several hair loss groups and I will let everyone I know not to do business with your company. You have an F rating with the BBB for a reason. 

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

  Business Response

  Date: 06/16/2023

  *****, we are very sorry that you're not satisfied with your order. Again, you originally chose a loose curl and yes, **** did advise you she would try to chance it and she did. However, we are unable to do so sometimes, once an order is already placed. If you're unsure of your specs, the best option would've been to send ** your sample and then place the order, not the other way around. Our company is online based and is designed to let customers place the orders themselves. That being said, we can only assume that if an order is placed it is correct. We can not be responsible for any errors made in order selection made by the customer. We tried our best to correct it for you. Unfortunately, we were not able to. 

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 19891310
  
  I am rejecting this response because:
  I realize that your company isn't going to make this right but just so that you are aware, when I ordered the piece I called and spoke with ****. I told him that I had a sample to send in and he told me that the way it worked was that I place the order now and then wait to be contacted by someone who would help me modify it. All I did was what I was told to do. This mistake wasn't my fault at all. I'll never use your company again so I understand that you're not going to make it right. I think I was lucky with HairDirect because they had such great customer service and knew what they were doing. I think it would benefit your company greatly to go over operations with all your employees. I feel like I've been taken advantage of.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/20/2022

  Type:Service or Repair 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.

  Ordered *************/23/2021. I received my hair System back 3/30/2022 and it was wrong the second time. They won't try to fix it for the third time They just gave up and won't give me my money back. I never sign a contract. This took me over a year. Near could talk to ******** on the phone. She would never call me back. Very few answers back. I called many of times. This has taken me over a year, and they won't try to fix, and they are going to keep my money. How wrong is this? I paid $476.75 on 7/23/2021

  Business Response

  Date: 09/03/2022

  *****, we have no problem helping you. We have already sent it back to the factory to be remade and you were still not satisfied. **** emailed you on 8.1.22 and advised that we would help you again. So please let us know what else you would like us to do and we will be happy to assist you. 

  Thanks, HL

  Customer Answer

  Date: 09/06/2022

   
  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. I never received an email from **** on 8.1.22. I will connect her, and she if she can help me Thank you 
  
  Sincerely,
  
  ***************************