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:07/03/2025

  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 received my order June 23, 2025, I noticed that one of the clips was not properly in the slot. I tried to adjust the strap and the plastic clip kept coming out. I reached out to customer service via the phone number on the website ( automated message) and email address. I also started a return exchange to be able to exchange the cap. The customer service seems to be non-existent. I have reached out numerous times with no return response at all.

  

  Business Response

  Date: 07/06/2025

  Dear Jasmine,

  
  Thank you for reaching out to us and for being a Hairbrella customer.

  Weve recently experienced an unusually high volume of inquiriesover ***** messageswhich has unfortunately caused some delays in getting back to our valued customers. Please rest assuredwere not ignoring you. Every message matters, and were responding in the order received.

  I have processed a full refund on your order.

  Please allow ********************************************* your account, depending on your payment providers processing times.
  If you have any questions or need further assistance, please dont hesitate to reach out. We're here to support you every step of the way and ensure your complete satisfaction.
  
  
  Thank you again for your continued trust in Hairbrella.
  
  
  
  
  Warm regards,
  *******
  Hairbrella Customer Care

  Customer Answer

  Date: 07/09/2025

   
  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:07/03/2025

  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.

  6 weeks before items were delivered, faulty product, ridiculous wait times to try to reach customer service, false advertising, customer is charged fees for returning defective products

  

  Business Response

  Date: 07/05/2025

  Hi *******,

  Thank you for reaching out to us and for being a Hairbrella customer.

  A refund has been made for the swim caps.

  We apologize for any inconvenience this may cause and appreciate your understanding.
  
  
  Sincerely,
  *******
  Hairbrella Customer Care

• Initial Complaint

  Date:07/01/2025

  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 received the hairbrella hat on June *******. The item does not fit my daughter head. I had been trying to reach someone thru email, phone call, return portal. No on will give me a return address. i have not been able to talk to anyone.

  

  Business Response

  Date: 07/09/2025

  Hi *******,
  
  Thank you for reaching out to us and for being a Hairbrella customer.
  
  Weve recently experienced an unusually high volume of inquiriesover ***** messageswhich has unfortunately caused some delays in getting back to our valued customers. Please rest assuredwere not ignoring you. Every message matters, and were responding in the order received.
  
  I have processed a full refund on your order and apologies for any inconvenience that this has caused you.
  
  Please feel free to reach out if you have any questions or need further assistance. Thank you again for your understanding and continued supportwere so grateful to have you as part of the Hairbrella family.
  
  Warm regards,
  *******
  Hairbrella *************

• Initial Complaint

  Date:06/30/2025

  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 placed an order for products and my discount code did not apply. I sent an email stating such and then received an automatic response about waiting 72 hours for response. Then I began to see an influx of others stating issues with customer services regarding cancelled orders,pricing inconsistencies, and issues with quality as the items do not work as advertised. I requested to cancel my order and received the same automated message. Over a week later still no response and I have responded daily. I have sent alerts on all social media platforms with no response and others with the same issue,

  

  Business Response

  Date: 07/09/2025

  Dear ******,

  Thank you for being a Hairbrella customer.
  I am so sorry that the order is still not refunded until this time.
  We have tried to refund multiple times but the order cannot be refunded.
  We want to ask if your card has expired? Can you send us your ****** account or Apple Pay so we can process the refund?
  
  We apologize for any inconvenience this may cause and appreciate your understanding.
  
  
  Sincerely,
  *******
  Hairbrella Customer Care

• Initial Complaint

  Date:06/28/2025

  Type:Order 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 3 items on May 15th, 2025.Swim Cap Adult XL - Black Swim Cap Kid - Pink Sleep Cap - Paloma Products were delivered to me May 27th. I reached out to the company on June 6th due to the products not meeting their advertised expectation and Hairbrellas 100% product guarantee. I expected this process to be easy. Instead, I have been corresponding with the company on multiple attempts via email to get them to send me postage instructions to get the items sent back. It is mainly me contacting them and following up for responses. On June 16th the company said to me If your Swim Cap has already been used and soaked in water, please let us know by responding to this email. Well then go ahead and process your refund. A confirmation will be sent once it's completed, and the funds should reflect back to your original form of payment according to your banks processing timeline.This email was the same day I filled out the return product authorization form. The company has not refunded me my money and not provided me with any postage instructions to send their non-working items back. In fact, I believe the company has ghosted me. Please help me get this resolved and get my money back.

  

  Business Response

  Date: 06/29/2025

  Dear Chaz,

   

  Thank you for reaching out to us and for being a Hairbrella customer.

  Apologies that the return phase was too slow. Weve recently experienced an unusually high volume of inquiriesover ***** messageswhich has unfortunately caused some delays in getting back to our valued customers. Please rest assuredwere not ignoring you. Every message matters, and were responding in the order received.
  
  No worries, I have processed a full refund on your order.
  
  We apologize for any inconvenience this may cause and appreciate your understanding.
  
  
  Sincerely,
  *******
  Hairbrella Customer Care
  
  

  Customer Answer

  Date: 07/05/2025

   
  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.
  
  

  Thank you. 

  
  

• Initial Complaint

  Date:06/27/2025

  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.

  I purchased 2 swim caps on May 26, 2025 for $74.80. Order number was ******. Order was delivered Jun 5th via DHL (tracking # ******************************). I requested to refund 1 swim cap on 6/10/25, 6/16/25, 6/19/25, and 6/24/25 via email and have not been successful in returning my unused swim cap for a refund of $49.

  

  Business Response

  Date: 06/29/2025

  Hi Dai,

  Thank you for reaching out to us and for being a Hairbrella customer.

  Apologies, I have attached a screenshot of the amount that I can refund since there is a discount.
  Also, I have processed the refund.

  We apologize for any inconvenience this may cause and appreciate your understanding.
  
  
  Sincerely,
  *******
  Hairbrella Customer Care
  
  

  Customer Answer

  Date: 06/29/2025

   
  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:06/26/2025

  Type:Delivery 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 from this company Hairbrella on June 3, 2025 with a promised delivery date of June 6th as I paid additional money to receive my order by the promised date since I needed it for June 7th. I received an automated email on June 7th stating that my package was on the way; however, the shipping label was only created on June 7th. The package was received by the post office on June 9th. My package arrived a week after the expected delivery date on June 13th. I ordered a product and paid additional money for shipping and the company failed to deliver. My first email to inquire and request return instructions was on June 9th, which I received an automated reply saying that I would receive a response within 72 hours but that response never came. I also followed-up via email on June 13th with no reply. On June 17th, I sent an email to *********************************** per the confirmation email, and received an automate response stating that I should receive a response within 72 hours. This email also remains unanswered. Additionally, I have commented on ******** posts from the company with NO RESPONSE and I have called the number provided in the email, once on June 24th and three times on June 25th, leaving messages and I still have not received a call back. Lastly, on June 19th I was able to find the return portal and requested a return and received a message stating its under review and I have NOT received any return instructions or a response back. Upon further investigation and review of this company, these are common complaints. Since the company did not deliver my items in a timely manner nor have they responded to my many inquires, I would like for a FULL REFUND. My next step is to dispute this transaction. The customer service is nonexistent and buyers should beware!

  

  Business Response

  Date: 06/29/2025

  Dear ********,

   

  Thank you for reaching out to us and for being a Hairbrella customer.

  Weve recently experienced an unusually high volume of inquiriesover ***** messageswhich has unfortunately caused some delays in getting back to our valued customers. Please rest assuredwere not ignoring you. Every message matters, and were responding in the order received.

  I have processed a refund on the order.

  We apologize for any inconvenience this may cause and appreciate your understanding.
  
  
  Sincerely,
  *******
  Hairbrella Customer Care
  

  Customer Answer

  Date: 06/29/2025

   
  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:06/20/2025

  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 purchased a Soul Cap on Jun 11th and recieved on June 16th ***** + 4.20 (tax) + 6.95 (shipping). Order number ******.Upon inspection I immediately determined the product was ineffective, and not designed to adequately prevent water from entering the barrier when I am swimming, submerged, despite the claims.Because of this, I reached out via email, sending the correspondence to both *********************** and ********************************** as indicated on the website. I explained the need to return the item and requesting a return label.Moments later, I received an automated email response stating as follows: " Were currently experiencing a higher-than-normal volume of messages, and response times may take up to72 hours. Please rest assuredwere not ignoring you. Every message matters, and were responding in the order received."I find the 72 hour response time and lack of customer service to be unacceptable. Furthermore, at the time of this writing, June 20th, I have not neen contacted.After some online research, I found that this business has significant customer service problems and have a history of being nonresponsive. Additionally, there are significant descrepancies between Hairbrella's website high customer satisfaction ratings vs an abundance of complaints and poor ratings from other websites sites.Complaints that include not receiving product, no customer service response, no refund provided despite returning the product.Overall, I am disappointed in this buying experience and want only to return this product for a full refund. Its frustrating having to go through this action to get some sort of resolution.

  

  Business Response

  Date: 06/22/2025

  Dear *******,
  
  
  Thank you for reaching out to us and for being a Hairbrella customer.
  
  
  Weve recently experienced an unusually high volume of inquiriesover ***** messageswhich has unfortunately caused some delays in getting back to our valued customers. Please rest assuredwere not ignoring you. Every message matters, and were responding in the order received.
  
  
  I am so sorry for the inconvenience that this has caused you.
  If you need to request a refund or an exchange for your order, please visit the following links for detailed instructions and to initiate the process:
  
  Return and Exchange Policy: **********************************************************
  Return & Exchange Portal: ************************************************************
  
  We appreciate your understanding and are here to assist you with any further questions.
  
  
  Best regards,
  *******
  Hairbrella *************

• Initial Complaint

  Date:06/20/2025

  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 placed an order on May 24, 2025 for the following two items:1. Hairbrella Satin-Lined Waterproof, Adjustable Swim Cap XL/Black and 2. Hairbrella Satin-Lined Waterproof, Adjustable Kids Swim Cap Classic/Pink Total price paid is $74.40. On this same day, I received a confirmation email of my order (#*****) with an estimated delivery date of Friday, May 30 Monday, June 2.On May 29, 2025, I received an email notifying me that my order is on the way and included the **** Tracking # ********************** and a link to OSM Worldwide to provided the following status: Thursday, May 29, 2025 at 8:10 AM Status - Shipping Label Created, **** Awaiting ******* of today, I have not received my order. I have sent multiple emails between June 6 10, 2025 requesting a status. The email responses from Hairbrella have been generic and have not provided an update on the status. Also, I have called during business hours and have left a couple of voice messages and no one answer and never received a return phone call.On June 13, 2025, I finally received an email with an associates name. However the email provided the same tracking number (the status had not changed from May 29, 2025) along with a code for a discount to purchase more items. On June 14, 2025, I responded to this email and requested a refund. As of today, I have not received a response to my request for a refund.

  

  Business Response

  Date: 06/22/2025

  Dear *******,

  Thank you for being a Hairbrella customer.

  I am so sorry that the order was processed late and the shipping company took too long to deliver this order.
  As an apology, I have processed full refund on your order.
  
  If you have any other questions or need further assistance, please feel free to reach out.
   
   
  All the best,
  *******
  Hairbrella Customer Care

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23498481
  
  I am rejecting this response because: 

  I requested a refund in two separate emails dated Jun 14, 2025 and never received a response from Hairbrella.  After submitting my complaint to the BBB on Jun 20, 2025, I received the following emails from Hairbrella:

  1. Email dated Jun 21, 2025 at 8:13 AM that Order #****** has shipped.  

  2. Email from ******* (Hairbrella) dated Jun 22, 2025 at 8:14 AM - Save this for when it gets here with a link to a tutorial swim cap video.

  3.  Email from Ja (Hairbrella - Customer Experience Team) dated Jun 22, 2025 at 12:41 PM - A shipment from order #****** is on the way apologizing for the delay in responding to your inquiry.

  4.  Email dated Jun 22, 2025 at 11:11 AM - Your order has been refunded.  Total amount refunded: $74.40 USD.  It may take up to 10 days for this refund to appear in your account.

  5.  Email dated Jun 23, 2025 at 8:10 AM that Order #****** is out for delivery

  6.  Email dated Jun 23, 2025 at 3:07 PM that Order #****** has been delivered

  This afternoon, the package was delivered.  Package has not been opened and I submitted a request for return for a refund.  Received the following response on the Hairbrella's return portal:   We've received it and want to assure you that our team will be in touch within 1 - 2 business days to assist you further.  Your satisfaction is our priority, and we appreciate your patience as we process your request. 

  This complaint cannot be closed out until Hairbrella processes my request for a return and provides the appropriate information/documentation to return this package.  In addition, based on Hairbrella's return policy, there is a $7.25 return shipping costs.  Want to ensure that my credit card is not recharged for these items or for the $7.25 return shipping costs.  

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

  

  Business Response

  Date: 06/24/2025

  Thank you for reaching out.We have received your return request. Please note that our return policy states that items must be returned within [30] days of delivery in unused, non-damaged / original condition to be eligible for a refund or exchange. Once we receive your return(s) at our warehouse it clears inspection, we will process your refund/exchange.
   
   Our return address is:
   
   HAIRBRELLA RETURNS
   1339 SEABOARD INDUSTRIAL
   H1
   *****************
   
   Please provide a return tracking number so that we can both track and check the movement of the parcel. Once returned, kindly send us the return tracking number and/or the receipt of the return showing the return tracking number. We would like to take a second to thank you for your business, and your recent purchase from our store.
  
  Also, we will waive the restrocking fee and you will receive a full refund once we receive the item/s.
   
  Best regards,
  *******
  Hairbrella *************

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23498481
  
  I am rejecting this response because:  

  In accordance with Hairbrella's return policy a return label is provided by Hairbrella for returns.  However, per Hairbrella's response to this BBB Complaint,  the unopened package (from Hairbrella) has been returned through the **** on June 26, 2025.  Provided as attachment is the receipt of payment in the amount of $9.90 along with the **** tracking # **** 5103 5017 5177 2186 15.  Also attached are pictures of the unopened package from Hairbrella and the return package sent priority mail through ****.  

  ******* *******

  

  Business Response

  Date: 06/27/2025

  Hi *******,
  
  This order has been fully refunded already.

  Customer Answer

  Date: 06/28/2025

   
  Complaint: 23498481
  
  I am rejecting this response because:

  This action cannot be closed until Hairbrella's receives the returned items and Hairbrella acknowledges receipt and there is no pending action or charges.  The issue is that I requested a refund on June 14, 2025.  After not receiving any responses from Hairb*****, I submitted a claim through the BBB on June 20, 2025.  On June 21, 2025 I received notice that the package had been shipped.  On June 22, 2025 received notice that the items had been refunded and to allow 10 business days for processing.  However, since Hairbrella sent the items after I requested a refund, complaint cannot be closed until the return items have been processed by Hairbrella.  Want to ensure that there are no new charges to my account due to issues with the return of the items.  That is why I did not open the package received from Hairbrella's and returned it per Hairbrella's instructions.   Hairbrella will need to provide a response once return items have been processed.  Based on the **** tracking data, the package should be received on June 30, 2025.

  ******* *******

• Initial Complaint

  Date:06/18/2025

  Type:Delivery 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.

  My name is ******* ****** and I am am in a tight situation because I ordered from the company and had the items shipped to ********* through their SHOP partner (which is used by the company). I have been having a difficult time receiveing update information from this company about a received text message from *** on June 9, 2025 to say that my package was delivered. Unfortunately, when I went to pick up the package at *********, they say they do not accept *** packages yet so someone signed for it, and it's possibly stolen.I contact *** and was told to contact the company. I emailed the company on June 9, 2025 and received an automated message that they needed 72 hoursthat was over a week ago. I sent a second message to no avail. Will you be able to help me! Thank you. Warm regards,******* ****** Order number. ******

  

  Business Response

  Date: 06/19/2025

  Dear *******,

   

  Thank you for your message.

  
  According to the tracking details, your shipment was initially processed by *** but was handed off and delivered by ****. You can view the delivery confirmation here:
  ****************************************************************************************
  As the package has been marked as successfully delivered, we are only able to issue a refund once the item is returned to us in accordance with our return policy.
  If you would like to proceed with the return, wed be happy to assist you with the next steps. Please let us know.

  
  Warm regards,
  *******
  Hairbrella Customer Care

  Customer Answer

  Date: 06/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although their customer service is unsatisfactory to me, today, based on their recent response, I went again to ********* and explain the situation to a manager, who looked around and found the package and gave it to me. So, I have the items.
  Thank you BBB for your assistance with this matter. I purchase these as gifts and appreciate your mediation.   

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