ComplaintsforMy Natural Hair Extensions

• Initial Complaint

  10/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered 1 bundle of 12 inch hair, 1 bundle of 14 inch and one 12 inch closure. The delivered parcel contained two 12 inch bundles and one 14 inch bundle, no closure. I emailed the company to inform them on 05/15/22. One month went by with no response. I contacted them again by email on 06/11/22. I asked for a return label so I could return the wrong item. The customer service rep said no refund or return would be accepted. She said they would make a new closure and ship to me shortly. She said I can keep the wrong item. I emailed one more time on 07/21/22 asking once again for a return label to be sent to me to make a full return of the whole order or for the right hair ordered to be sent to me. I never heard back from them. It has been 5 months and I have not received any email regarding shipping details.I would like for them to either send me a return shipping label so I can send the entire order back to them for a full refund or for the right item to be sent to me immediately.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  My Natural Hair Extensions appear to be a fraudulent business.I purchased 2 bundles of hair on their website back in August, at a cost of nearly $300.Payment method was Paypal.Till today I have not received even a confirmation email from the Company, My Natural Hair Extensions.I have called and and git to speak with a male. Told him they were not responding to my email. He gave me another email to use, which I did.Unfortunately, 4 weeks down the line, and over 6 emails, and more than 2x that in phone calls, I have not been able to reach anyone else.The Company ignores every form of communication from clients. I am just confused.They are sitting on my cash, yet have not delivered the product I paid fir, or communicated to me when I will receive!!!!I have seen others here have reported similar experiences.I really hope they are ashamed by such poor, apparently fraudulent service!And that I receive my product or a REFUND!

  Business response

  09/15/2022

  Hello. Good morning. We are currently on backorder. A notification of the site being on backorder is in bold yellow letters at the top of the website. Backorder means we do not currently have stock but are working on it.  Not quite sure why you are going to BBB making a complaint calling us fraudulent when you willingly purchased products from us knowing we are on backorder. You even sent us an email stating you know we are on backorder and asking for an update. I have two emails from you only. Not 6. We will send out emails and order updates to all customers who have made a purchase with us as soon as we have a definite shipping time frame. Refunds can/will be granted upon request for any customers who do not wish to wait.  You are a repeat customer with us and know we are not fraudulent. If you have any questions please dont hesitate to ask. As of now we do not have a definitive ship date but we are hoping to get the order out within the next two weeks. Please note that backorder means we do not have stock however we are allowing customers to order so that they may be first inline to receive merchandise once we begin shipments. If you have any questions please send us an email using the contact form on the website as that is our ONLY customer service email. 
  
  
  

  Customer response

  09/21/2022

   
  Thank you BBB!

  The Company sent me same response via email.

  Please find below my response to them.

  Complaint: ********
  .

  Dear MyNaturalhairextensions team,

  Good afternoon,
  Apologies for my delayed response to your email.  
  Thank you for finally responding to me. Unfortunate it took me writing to the the BBB for you to do this.
  
  
  Please see my responses to your points below:
  
  On 15 Sep 2022, at 09:00, My Natural Hair Extensions <********************************> wrote:
  
  ?Hello. Good morning. We are currently on backorder. A notification of the site being on backorder is in bold yellow letters at the top of the website. Backorder means we do not currently have stock but are working on it.  
  
  My Response:  I saw this notification. However, it does not give an estimated / potential restock time, neither does it refuse new transactions from clients. So I went on to purchase with the view that an indication of estimated delivery date will be provided. This was never the case, reason why I have chased you with my multiple communications. All I needed was a response so I would have agency in making an informed decision. 
  
  Not quite sure why you are going to BBB making a complaint calling us fraudulent when you willingly purchased products from us knowing we are on backorder.
  
  My Response:  Please see above response.
  You willing took my money as a customer, also knowing you are on backorder.
  You should NOT be collecting customers funds if you have no clue when or if you plan to fulfill their orders.
  To make matters worse, you ignore all their attempts to contact you.
  
   We will send out emails and order updates to all customers who have made a purchase with us as soon as we have a definite shipping time frame. 
  
  My Response:  Again, you should instead be immediately sending a simple email that first CONFIRMS receipt of funds and my order and communicating this to me so I can make an informed decision on if I want to wait indefinitely for an order, or if I want a refund. 
  
  Refunds can/will be granted upon request for any customers who do. 
  
  My Response:  I would please like a refund.
  Kindly please process this.
  
  It wish to wait.  You are a repeat customer with us and know we are not fraudulent. 
  
  My Response:  I am NOT a repeat customer.
  To my knowledge, this is my first time purchasing from your company. 
  
  If you have any questions please dont hesitate to ask. 
  
  My Response:  When will my refund be processed please?
  
  As of now we do not have a definitive ship date but we are hoping to get the order out within the next two weeks.

  
  My Response: Noted, with thanks.

  
  

  Customer response

  10/10/2022

  Hi. Im please following up on my complaint No: ******** Thank you for helping me get an initial response from the Company on 12th September. Unfortunately, its now nearly a month later and I STILL have not received the product I paid for or the refund I requested (following the business offer to refund). They did not respond to my email. Please help. *******************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Made a purchase on 5/19. Website states processing time was up to 2 weeks. Reached out via email on 6/10, no response. Reached out via phone and left a message on 6/21, no response. Called again today 6/22 no answer. Called during the time frame listed on the website. I have not received any response, tracking information or anything from the company! Very unprofessional as I have waited at least 10 days from my email for a response and more than a month for a tracking number. I have filed a complaint with ******, to be refunded. At this point I dont think I will ever get the product I ordered and would like my money back!

• Initial Complaint

  05/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 30, 2022, I purchased two bundles of 14-inch Coily Bulk hair for crochet from My Natural Hair Extensions' (MNHE's) website (Order ******* I paid $165 using my credit card via PayPal. My card was charged immediately. On April 8, MNHE sent an email notification acknowledging that they had received my order. However, no tracking information was included. Not long after, I called MNHE to ask about tracking. I called during their business hours, but no one answered. I left a message, but one called back. When I did not receive my package after almost a month, I called again on April 26 during business hours and left a detailed message about the status. I asked that someone call me. No response! I called for the third time yesterday, May 11, and left a detailed message complaining about the lack of response and asking for someone to call before I get my credit card company involved. Still, no one responded. I have checked every possible email folder to determine whether I missed a message from MNHE or PayPal, but I found nothing. This company's lack of responsiveness and abysmal customer service is unconscionable!

  Business response

  06/28/2022

  Consumer Response /* (3000, 9, 2022/05/27) */ ***Document Attached*** Upon further inspection, My Natural Hair Extensions (MNHE) not only sent 1 bundle rather than 2, but they sent the wrong hair! The package they sent is hand labeled Bulk/Crochet Coily 14", but the hair measures roughly 9.5 inches and it is not hair designed for the crochet method of installation. The end is cut. There should be loops at the end of smaller bundles of strands. Otherwise, there is no way to attached the hair to my cornrowed natural hair. (See attached photos: two images of the actual hair bundle from MNHE and three images of the three types of pre-looped ends). I am dismayed and infuriated that this poor excuse of a company is allowed to continue operating! Business Response /* (1000, 18, 2022/06/28) */ *********. There are pictures of what the hair looks like on the website. Crochet hair does NOT mean it comes with loops. Crochet is loose hair without a track. There are no loops on any of our crochet hair textures and straight ends are seen on our crochet bundles. Any loose hair will have a loop when you fold it in half to create the loop to apply the extensions. That is common knowledge in the extension industry. Help is available if needed from either our team or a professional stylist. Also the hair is CURLY hair and the hair is 14" when straight. Because of shrinkage the hair will look less than 14" when it is curled. This is explained in detail on the FAQ page under the section "HOW IS YOUR HAIR MEASURED" See the link here: https://mynaturalhairextensions.com/help-center/ In regards to the missing bundle our sincerest apologies about that and we will get the missing item out to you as soon as possible. I checked and we do not have any emails from you inquiring about a missing bundle. We do work hard to make sure our customers are properly taken care of. We will send the missing bundle and an email for proper correspondence.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  March 23 - I ordered curly kinky extensions from MNHE. March 28 - i checked status of order on the MNHE website; status was "cancelled." As of April 3, I have yet to be contacted by the company or issued a refund. I have emailed the company 3 times and left 3 voice mails. I have called during business hours. March 30 - I issued a complaint with PayPal because I paid using PayPal. PayPal has contacted the company.

  Business response

  04/28/2022

  Consumer Response /* (2000, 11, 2022/04/25) */ On April 8, a representative of the company finally responded to me via email. No reason was given for the delay or lack of communicating. She promised immediate fulfillment of my order with expedited shipping, three days later, I did receive the item originally ordered. This case can now be closed. I will not recommend this company to others.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a product on 12/5/21 that I did not receive. In January, I sent the company an email and left a voicemail about a refund because I did not receive the product. I did not receive a reply. I filed a claim to receive reimbursement from my bank for the funds taken out of my account. The claim was denied because the purchase was authorized. I seek to be reimbursed for the $105 I spent for the product I did mot receive.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made an order since October 30th. I have tried contacting seller by emails and calling . They never ever replied . It's the 3rd week

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/11/23) */ We sent out an email notification of the delay. Customer did not ask for a refund until today (11/23) As soon as she requested a refund it was given. This wonderful Customer has been shopping with us since 2014. Not sure why she did not request refund from us before contacting BBB. Please Ms ******* if you need anything further please reach out to us directly and join our mailing list as not to miss out on any important updates. Have a happy thanksgiving! Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent you over 5 emails about the status of my order and you couldn't even respond to one. Sending all those emails meant i never received any " mass email" you claim you sent out. The funny part about it, is that you responded about the refund email. Yet you were quite for all the weeks and sent emails. My being a customer since 2014 doesn't mean what you do is right. Respond to people's emails. I was patient for 3 weeks with no response whatsoever. Stay blessed

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filled a complaint on MNHE with BBB (reference #******). I received a response from the merchant stating that they have refunded me in full and canceled my order, but refund was never received.. Recently I received a shipment confirmation for the order to be received on 9/17/2021. My email messages to MNHE are blocked. I will not accept the order (if It ever arrives). These people lie, con and steal from customers. This is ridiculous. I encourage anyone to not order from MNHE. They are A SCAM.

  Business response

  10/20/2021

  Business Response /* (1000, 10, 2021/10/08) */ This customer initially requested a refund and opened a dispute with the BBB. She also then asked for an order update. It was an error that I stated she received a full refund as we refunded another customer with the same first name several days prior. However this order was delivered to the customer about 3 weeks ago and she has not reached out to us since requesting a refund or how to return the merchandise. The customer has accepted her merchandise with no intent to return. Also the customer's email is not blocked. We do not run our business that way and would never do so. We have received all of her emails as long they where sent to the email that is listed on our customer service tab on the website. USPS traccking number for her order is **********************. Consumer Response /* (3000, 12, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company lies. However, you stated you don't run your company that way... A. you lied about me asking you for an update. B. you sent a refund to someone with the same name in error??? Did not take the initiative to assure it was the correct person. C. It was an error that you stated in your previous BBB reply, that I received a full refund??? It is obvious that you accept customers money in a professional and timely manner, but then no reply to emails, refund errors after BBB is involved. Yes, I accepted the package because it was obvious I wasn't going to get a resolution or refund. Terrible Business Response /* (4000, 14, 2021/10/12) */ Hello. And good evening BBB and all prospective readers. We did not lie about anything. Please see the attached document /screenshot from the customer asking for an update regarding shipment of her order. Please close this case as resolved as customer has received her merchandise. We do sincerely apologize for any misunderstanding or inconveniences this transaction has caused you Mrs ********. And unfortunately We will no longer provide further correspondence with this case.

• Initial Complaint

  06/28/2021

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On May 11, 2021, I purchased a hair extension product (Afro kinky curly lace closure) from My Natural Hair Extensions online . Note: I ordered it in plenty of time to have it arrive to me. On Wed, June 16, I called their toll free number and spoke with Nicki (or Micki). We conversed about my missing item; she apologized and stated that they will make sure that I am taken care of and informed me that she would return my call within 30 minutes. She did not call back, so early the next morning, I called- no answer, only voice mail. I left an email and received a return email from "Sandra" with the MNHE (my natural hair extension) team. She wanted to know my order#, etc. I replied back- no response. I have left at least 3-4 emails and have tried to call at least 10 times- no answer. That closure was $120.00 and I feel that they may be into scamming customers, taking their money, etc. Please help me.

  Business response

  08/18/2021

  Business Response /* (4000, 19, 2021/08/18) */ This order was canceled and refunded as we do not have any Afro kinky closures in stock. We are an honest company and can not scam someone that we willingly refunded when not able to fulfill the order. We are very sorry for any inconvenience this may have caused. Thank you for shopping with MNHE. Have a wonderful day. Consumer Response /* (4200, 21, 2021/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was informed that the money was refunded nearly 2 weeks ago. I have not had a refund put into my bank account.

• Initial Complaint

  06/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 bundles of hair totaling $400 from the company MY natural hair extensions on May 13, 2021 and have yet to received my order. I have left a total of 4 messages and sent 2 emails with no response back from them. I went to my local post office here in New Jersey to see if they could with the tracking number find out where my package was. They discovered that my package has been in a location called Temple terrace & that my natural hair extension notified the post office on June 5th that they have a package for pick up but that my package has yet to be picked up. My order# is **** for reference. Please help me either get my items shipped out or a full refund. They have to give me one or the other..they can't keep my $400 and keep my order. My phone# is ************. Thank You, ******** *******

  Business response

  08/18/2021

  Consumer Response /* (3000, 18, 2021/07/28) */ After 2 1/2 months...I randomly received my order in the mail this past Saturday...I give this company an "F" rating... Business Response /* (4000, 29, 2021/08/18) */ Ms *******. I'm very sorry for the delay in your package arriving. You have ordered extensions with us 26 times between 2005 and 2021. To shop with us 26 time and stay a loyal customer for over 6 years speaks a lot about our customer service and quality of hair. I'm very sorry about the time it took for your order to arrive and the frustration this may have caused and hope that you will continue to be a loyal customer. I assure you we are the same A+ rated business that has earned your trust over the past 26 orders and 6 years. Again our sincere apology for the delay. Thank you for shopping with MNHE and have a wonderful day! Typo: I mean you have shopped with us from 2015 to 2021 Consumer Response /* (2000, 31, 2021/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) The fact that I was a loyal customer for 6 years because I liked the hair should have warranted better treatment from your company. The only thing that this whole delivery mess did was make me super apprehensive to ever do business with you. I can't risk the chance that this won't happen again so I will be looking elsewhere for bundles. In regards to the "A" rating you gave yourself...it differs from the rating on the Florida BBB website...Your business has nowhere near an "A" rating...I would work on that if I was 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. ↩