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:08/22/2024

  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 purchased some hair from the company. It came with a hair care bundle. I exchanged the hair. I sent the hair care bundle back with the first purchase. When I received the exchange order the hair care bundle wasnt in there. I contacted the company and they wanted me pay an additional $5 shipping for the hair care bundle after I had paid for shipping twice. This is very disappointing and poor customer service.

  

  Business Response

  Date: 08/30/2024

  Orders over a certain dollar amount will receive a FREE 1oz sample of our hair care products to try out and keep even if the order is returned for an exchange. The FREE sample is in its own bag with a product detail card that informs the customer that it is FREE.  If the free sample is returned back to us with the customer exchanged order, were only left to assume that the customer is not interested in the free sample gift and did not want it, which is what happened in this case. Exchanged orders does not come with another Free sample, because the free samples were sent with the first initial order. If a customer requests to receive another free sample after the exchange order has been shipped, then the customer is required to pay for shipping and handling to ship the free sample gift. 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22183666
  
  I am rejecting this response because:
  Its very impersonal and inconsiderate. I will not patronize this business again. Its not even about the $5. Its the fact that the representative wanted to go back and forth instead of trying to rectify the situation. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/20/2023

  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 ordered locs from Legacy Locs on 11/09. I received an email on 11/10 stating "We wanted to let you know that your package will ship on 11/10/23 via Priority Mail" The website shows that "Ready To Ship Loc Extensions (Ships Within 1-3 Business Days)" and I chose these locs because I have a wedding to go to on the 24th of November and I had a hair appointment on the 19th. When I messaged Legacy Locs I was told I got the promo shipping which is 3-5 business days which is false advertising because there is no mention of "promo shipping" and if it is it's the 1-3 business days shipping. On the **** website, Priority Mail is 1-3 business days.. **** was closed on Friday for observation of Veteran's Day but my package should've been delivered by the 16th or NLT 17th because the 13th would've been the 1st day of delivery. As of today I still don't have my package. The company suggest an app called "Route" to check order tracking. When I put in my order number to ask a question it doesn't recognize my order number and it directs me to **** for tracking so it's useless.

  

  Business Response

  Date: 11/22/2023

  Customer placed order on our website on 12am Friday November 10, 2023 from our Ready to Ship Section, which ships within 3 business days after order placed. Customer order was shipped November *********. Customer chose our 3-5 business days free shipping promo upon checkout. Customer package was delivered by **** on November 20th Tracking#**********************

  Customer Answer

  Date: 11/23/2023

   
  Complaint: 20893829
  
  I am rejecting this response because: I would like for the company to show me on the website where is says "3-5 business days free shipping promo"

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

  

  Business Response

  Date: 12/16/2023

  We provided a screenshot of your order invoice on the back end of our system that shows that you selected the free promo shipping upon checkout. We also proved a screenshot of a mock check out on our website that shows the free promo shipping option that you selected upon checkout. I hope this clears up any confusion you may of had. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20893829
  
  I am rejecting this response because: That isn't my PayPal invoice. The name shows *************************. My name is *************************. I paid $463.02 not $53.97.  I submitted all my receipts and emails that show specifically "We wanted to let you know that your package will ship on 11/10/23 via Priority Mail." Priority Mail is 1-3 business days on the **** website. I want to see where it shows myself, ************************* package was apart of this free promo. I specifically bought the hair because of the 1-3 business days statement on the site. I was unable to attend a wedding due to not getting this ************. This is false advertising and now my complaint isn't being taken seriously because I know whomever sent this two attachments (PayPal invoice and example free promo) knew this evidence doesn't prove anything in order to extend resolving of my complaint. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/26/2023

  We provided a screenshot of your order invoice on the back end of our system that shows that you selected the free promo shipping upon checkout. We also provided a screenshot of a mock check out on our website that shows the free promo shipping option that you selected upon checkout. I hope this clears up any confusion you may of had. 

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20893829
  
  I am rejecting this response because again their response testifies to the discrepancies on the website and the miscommunication with customers. I'm going off an email that I attached to this complaint from them stating that my package was priority mail 1-3 days and their website shows that "Ready To Ship LOC Extensions (Ships Within 1-3 Business Days)" which they seem to be blowing off. I bought the Ready to Ship LOC Extensions based of the amount of time it shipped because I had an event to be at. There's other customer reviews stating the same complaint, expecting their product 1-3 business days and getting a response from the company stating it was 3-5 days. They need to stand by their promise. It has nothing to do with the mail carrier it has everything to do with their company and how they ship their orders. I'm done with it because we're in the next year and I'm not starting my year off with negativity. I won't buy from them again and I'll leave a negative review. The fact I was sent someone's else's order receipt as evidence shows me the seriousness of how they react to customers and complaints. They don't care and I wish I hadn't purchased from them and I would've been able to attend my event.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/25/2023

  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.

  I made a hair purchase of $333.17 on 10/2022 returned it due to the size was too big. Paid an extra $106.85 for another shipment of hair that was sent out 2/2023 as the same size, that was too big when I requested an xsmall size. After several emails & direct messages on Instagram, the seller was very non responsive at times and didn't fulfill my questions of concern regarding my order. I became highly frustrated and would rather just discontinue business & just refund me. I have returned both packages to the seller.

  

  Business Response

  Date: 04/28/2023

  We have been in constant communication with this customer throughout the entire process. The original order was shipped and delivered on December 31, ********************************************************************* exchange for same style loc extensions, different width, same color. 
  
  That exchanged order was shipped and delivered by **** in February.
  
  Customer returned order for the second time requesting a different style loc extension, a smaller width, & different color. We expedited and completed customer exchange order.
  24hr before shipping customer second exchanged order, customer reached out requesting to change the diameter of her loc extensions from SMALL width to XSMALL width.  Our customer service representative explained that we would have to remake a whole new set of loc extensions, and recolor,which is going to require 2 week order processing. 
  
  The customer refused to wait the additional weeks and insisted us to send her order as is. After the customer received her order, she reached out accusing us of sending the wrong width and demanded us to issue a full refund. We made her locs exactly to what she requested (SMALL WIDTH), & followed customer requests to send order as is. 
  
  Per company policy, customers are allowed 2 order exchanges, & we do not offer refunds. Management was willing to exchange her order for the third time and have it completed and shipped  within 2 weeks. ******** became belligerent after explaining our company policy to her and insist to return her order for full refund. We do not offer refunds, and her package was returned to sender by *****
  
  Since then, customer has opened numerous bank disputes, which all has been denied by her financial institution after theyd reviewed our company terms and conditions policy, and all message transcripts provided by our company supporting our case.

  Customer Answer

  Date: 04/29/2023

  First off, the seller promotes false advertisement stating that hair is ready to be shipped out but once you pay your told 6 to 8 weeks to receive your order. I was upset but waited since I paid already. Seller customer service is very poor. I sent several messages that was lefted unanswered. For you to have customers that are not able to see your product in-person, you should practice being more attentive. I received the 1st order that was too big, I paid extra to receive a smaller size, in which I asked for an xsmall. Yes I stated that I needed my order asap especially seeing that your more attentive to making post on Instagram instead of answering emails/direct messages that I sent. I paid extra for overnight service but you sent it priority mail. I returned both packages, which I have my **** receipts but magically the 2nd package is lost in the mail even tho I sent both packages to the address that you sent me. Seller is ok with pocketing ones hard earned money but doesnt deliver customer satisfaction. If I would have seen Legacy Loc reviews on BBB site I wouldn't have dealt with this person. Several complaints as well on Instagram is coming to surface.

  

  Business Response

  Date: 05/02/2023

  We have been in constant communication with you during your multiple order exchanges. You were not clear, and indecisive with all your exchanges. Our customer service representative responded to all your messages within 24hr.
  

  None of your orders were placed from our "Ready To Ship Collection" which ships within 1-3 business days. All your orders were custom extensions, which require up to 8 weeks order processing. When you reached out, our customer service representative informed you about your order processing time being up to 8 weeks.  
  Order processing information is located on numerous pages on our website. Its located on every product listing description, on our terms and conditions page,and located on our FAQ page, and is also provided in all customers order confirmation email. 
  
  Your first order was made exactly to what you selected, loc diameter being (SMEDIUM WIDTH). After you received your order, you stated that they were too big. You requested to return extensions for a smaller diameter, which you specifically stated you want to downsize the loc diameter to SMALL WIDTH, which we did. 
  
  After you received you exchanged order, you requested to do a second order exchange. You said that the texture on that style loc extensions does not match your hair texture,and you would like to exchange again for a style we don't even offer, but we accommodated your requests, and customized loc extensions specially tailored for your hair type. 
  
  After our production team completed your customized loc extensions, 24hr before shipment you reached out requesting to change the diameter of your locs to XSMALL WIDTH. 
  Our customer service representative explained to you that we would have to remake a whole new set of loc extensions, and recolor, which is going to require 2 week order processing. 
  You refused to wait the additional weeks and insisted us to send your order AS IS because you needed your loc extensions urgently for your hair appointment that weekend. We shipped the order AS IS as you requested us to do.  
  
  After you received your order, you reached out accusing us of sending the wrong diameter (SMALL WIDTH). 
  We forwarded all message transcripts to you numerous times to show that you clearly insisted us to send your locs AS IS (SMALL WIDTH), because you could not wait the additional 2 weeks to have your loc extensions made over into XSMALL WIDTH.
  
  Per company policy, customers are allowed 2 order exchanges,& we do not offer refunds. Management was still willing to exchange your order for the third time, and have it completed and shipped within 2 weeks, but you still refused to wait the additional 2 weeks for your third exchange and insisted on returning your order for refund.
  You became belligerent after we explained our company policy to you and insisted on returning your order for a full refund. After explaining our no refund policy, you proceeded to return your order back to us, which was returned to the sender by USPS.
  
  During this entire order return and exchange process, youve opened numerous disputes with your financial institution trying to reverse payment while still trying to receive your loc extensions, which is STEALING.
  All your disputes have been denied by your financial institution after theyd reviewed our company terms and conditions policy, and viewed all message transcripts provided by our company supporting our case.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19978554
  
  I am rejecting this response because: Your all over the place with this entire ordeal. I ask questions several times regarding my SECOND order in which my questions was left UNANSWERED before you sent the second package. And furthermore the 2nd package you cut the ends off of some curly hair that I even questioned you about. You might want to relook the messages I sent to you asking questions that you did not respond too but was quick to send an invoice. Im not with all the back and forth.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/03/2023

  Im sorry you feel that the previous message is all over the place. Weve been in constant communication with you from the very beginning, & no messages left unanswered.
   As long as you keep reaching out leaving messages on multiple platforms with misconstrued information, we will continue to respond with full details of this entire order process. If needed, well provide screenshots of all message transcripts between you and our customer service representative that proves what everything weve explained is factual.Have a great day! 

• Initial Complaint

  Date:03/28/2023

  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 placed an order December 27 for 10 coiled tip micro locs. These would be in addition to the 200 coiled tip micro locs I initially ordered and received. On January 12 I received 10 regular tip micro locs. I immediately sent a picture of the locs received, and the packaging slip that clearly had coiled tip locs on it. The response I received instructed me to send clear detailed pictures of: 1)the locs out of the sheer bag 2)picture of the hand written details listed inside the small tab that was attached to the locs 3)picture of your order receipt that was inserted in between the pamphlet All of this was required for me to be better assisted. I provided all that was asked of me, I even sent an unpacking video. The response I received was that the Manager was out of the country and once she returned she would email me a return label so I could ship back the order and they would send me my correct order. Though this response screamed poor customer service and would have inconvenienced ME further to send the 10 locs back and wait again for my correct order, I still have YET to hear anything from this company, no one ever responded

  

  Business Response

  Date: 04/06/2023

  We understand mistakes happen, and our customer service representative followed the correct protocol to resolve the situation. Our customer service rep explained that we will email her a return label at no cost to her in order for the correct order to be shipped. 
  
  We also explained to the customer that after we verify through tracking that the product is in transit back to us, then we will promptly ship customer the correct order. The customer states that she is not sending the product back,and that she is going to throw the product in the garbage. We cannot send a replacement product or issue a refund if customer has thrown away the product. 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19864904
  
  I am rejecting this response because: This informations is not correct. If the  representative told me they would send me a return address, why didnt they just send it? If I had thrown the item in the trash then no they would not have been able to replace or exchange it, and that is understandable. However since the error was on their part and proof was provided of an error why didnt they simply provide the customer service that any business should and send the label or even offer a response from the owner once she returned from being out of the country. Whatever I did it didnt do to receive a replacement would have been on me, after  they did their part as a business to try to rectify  their error. They made no efforts to resolve it, and I have yet to hear from anyone at Legacy Locs.
  
  Sincerely,
  
  ************ *********************

  

  Business Response

  Date: 04/07/2023

  Return label was sent to the email linked to your order. Since we did not receive product back in mail, or hear back from you, we were only left to assume you threw the item away, as you stated you would do in the text message you sent conversing with our representative back in January.
  
  Mistakes do happen and we have tried to resolve this issue, but if you have thrown the product away, used the product,or just refuse to send the product back, we cannot ship the correct product out, and no refund will be issued. 
  
  If you still have the product, unaltered, and in the same condition as received, we can email another return label. We will overnight ship correct order once we see that your return package is in transit back to us.