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:04/02/2025

  Type:Order 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 That Hair extensions in January. I paid 59 dollars for 2. When I got them the color did not match and it does not curl at all. Unfortunately I missed the return window. What upset me the most is that they continued to charge me $29.99 for Feb and March. I asked about this and was told I signed up for a VIP membership. They apologized but did not offer a refund. They did say...Sorry...its hard to find. I went back to the website and went thru the ordering process again to see where it is. Could not find it anywhere. I requested a refund. Waiting to see what happens but from reviews I can see, I am not the only one who they have done this to.

  Business Response

  Date: 04/03/2025

  Thank you for bringing this matter to our attention. After thoroughly reviewing our records, we are unable to locate any customer matching the information provided in the complaint. Additionally, we do not offer a VIP membership for Private Label Extensions.
  
  It appears that the individual who filed this complaint may have contacted the wrong company. We believe this could be a case of mistaken identity or a mix-up with another business offering similar services.
  
  We take customer concerns seriously, and we are more than happy to assist in clarifying this situation further if needed. Please do not hesitate to reach out to us for any additional information.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair 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.

  This company sent me the wrong hair, and refused to send me the right purchase. The hair shown to the right is a ***** curly 22 u-part wig bought from Private Label back in October. The hair shown to the left was bought 2 weeks ago from this same company. I bought the same texture of ***** curly hair, but 18, and it is visibly a softer texture. It gives more of a deep curl pattern, than ***** curly. *** reached out to the company, who stated that they will reach out to management, who I have not heard back yet from. As a loyal customer, I am seriously hoping this will be corrected. I would like either an exchange, store credit, or refund. I should not have to unwillingly keep a product I did not buy.

• Initial Complaint

  Date:02/25/2023

  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.

  Purchased 32 inch blonde straight extension hair bundle. I have been purchasing hair extensions since ****. The hair this company sold me was very poor quality. The hair on the weft band was sparse and in some places non-existent. It was advertised as 100 grams and thick from top to bottom. The hair did not fit this description. At first I decided to just deal with it and make a one track volumizer with it instead of spend postage to send it back. When I unrolled it ...it was WORSE than I realized. Very sparse and thin and there was NO WAY it would have made a track that was even worth wearing. So I decided I WOULD send it back. I paid $97 for this garbage. Then I was told my money would not be returned because I "altered" the hair. FALSE!! I had to be able to look at it to tell whether I could even use it. SCAM! This company does not want you to see the poor quality of this hair. If you unroll it their scam is revealed. They ripped me off and as I see from others reviews they have done this countless times. This business is a complete SCAM and needs to be shut down. Nothing but rip off artists. I am a licensed hair stylist and will spread the word that they are scammers. I think I should call the local media in ******* ** and expose them. Ive got pics and emails to prove everything I've said in this complaint.

  Business Response

  Date: 02/27/2023

  Hi,

   

  We are sorry that you feel this way now after making a purchase. As previously mentioned in our emails and phone call we always offer our customers the chance to return an item they are unhappy with so long as the item is in it's original unaltered condition. We show multiple times where a refund was offered prior to the hair being unravelled to which as you stated you chose not to do. Instead you unravelled the bundle altering it from its original received condition, and as explained we would not be able to take the bundle back at this point as we could no longer guarantee to our customers the hair has not been previously used. We apologize again for your experience as we always strive to give our customers the best quality hair at affordable prices. Unfortunately, because the hair is no longer in its original conditional, we cannot issue a refund or exchange as listed in our Return Policy under our Terms and Conditions.

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19496142
  
  I am rejecting this response because:
  The only way to tell how much hair was on the sewn track is to unravel it to properly see the hair.  Rolled up its looks totally fine...which is how the scam works.  They don't want you to really be able to see the lack of hair you have been overcharged for....also known as ripped off. Its a very clever scam and a reason to keep someones hard earned money sticking them with something totally useless.  Yes it's true I chose to keep it and make it work BEFORE I unrolled the bundle and saw how useless it was.  32 inches I paid 97 dollars for was about 3 strand of sparse frayed hair hanging from the track.  Go on and keep your dirty money.  I intend to expose your scam to as many people as possible.

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

  Business Response

  Date: 02/28/2023

  Hi,
  

  We are sorry that you still feel this was as we do our best to provide clients with quality extensions for a great price. The way the hair is packaged is done to show exactly how much hair is being sold while keeping the hair's integrity intact and this has never been an issue with any of our clients. All of our bundles are the same weight and utilize the same construction method no matter the length it is understood that the longer the hair the shorter the weft will be. From the pictures you provided the hair appears as it should for straight hair despite the strands are falling naturally and the weft not being visible to show the construction. We are sorry that you feel that you were scammed however we attempted to provide you a method of refund and informed you of our policy in attempts to resolve the situation. We do our best to work with all customers in each situation for the best possible outcome and it is unfortunate that we were unable to provide a resolution in this case.
  

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19496142
  
  I am rejecting this response because: the hair is too thin on the weft for what I paid.  Ive been buying hair extensions since 1994.  I can show a pic of 30 inch Zala extensions side by side with what you sold me. The difference is like night and day.  Would you like me to do that?  Your scam will be exposed then...WITH PROOF! Its not monetarily worth it to *** over $97.  I just hope other buyers will do the research and check with the BBB before they too get taken.  I sincerely hope you go out of business...once youve scammed enough people.  I'm not the ONLY one.that has filed a.complaint about the quality of hair you are selling.  Theres plenty customers that have filed with the BBB. Ive read them...and contrary to your belief....im not stupid.  

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

• Initial Complaint

  Date:01/19/2023

  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 purchased the ***** curly bundle deal ******* 17,2023 and I am extremely dissatisfied I had them installed on that same date and straightened and the hair doesnt fully straighten. My stylist advised that the bundles are NOT fully human hair which it is advertised as.When I came in I was torn between the ********* and ***** curly because I like versatility and didnt want to be obligated to a continuous straight look if the ***** curly would 1. Straighten to achieve the straight look I informed the salesperson I wanted 2 revert back to curls which match my hair pattern I was assured while in the ******* location that they would and now after $244.04 on hair and 285 on an install Im left with bundles that do not fully straighten, very poofy, and unmanageable , it can't even be curled I am so disappointed and feel like I have to now take out an install Ive had less than 24 hours and Ive wasted my money

  Business Response

  Date: 01/20/2023

  We have been in extensive communication with the customer regarding this situation and have offered the customer a discount on a future purchase. We have reviewed the situation with the customer and found that the ********************** that were chosen and purchased were shown to the customer because they best met the customer's needs; does the hair match their natural hair, can the hair be straightened and is the hair good quality. We have assured the customer that the hair could be straightened and it is 100% human hair of high quality especially when compared to our ********* Body Wave hair and while the customer expressed it wasn't an exact to their hair it was close. We have tested and seen our ***** Curly hair straighten and look great so long as the process is done properly. Our returns policy specifically states that we cannot provide returns or exchanges for items that have been altered in any way. We are offering the customer a discount as a courtesy for the situation that has arose surrounding the purchase. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18839431
  
  I am rejecting this response because:
  The images posted and attached in the complaint show it does not straighten and they were professionally installed by a very reputable stylist with over 10 years of experience 
  Sincerely,
  
  *************************************

  Business Response

  Date: 01/20/2023

  Hi,

  We understand your frustration but unfortunately we cannot verify any methods used for your install. We are only stating that we have prior experience achieving a straight style with the ***** Curly hair. We have provided your discount code via email for use on a future purchase. We again will not be able to provide you with a refund or exchange of any kind in regards to this situation as previously explained.  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18839431
  
  I am rejecting this response because:

  I also dont have verification of it getting straight when you tested along with multiple  stylists  informing me it is not 100% human hair. I have a video from the installation process.
  
  Sincerely,
  
  *************************************